# Livechat chatbot and app integration (backend)

The Omnidesk chat service is well suited to be integrated with your own app or chatbot. You can use our API to push the chatbot history and provide a way to escalate. These docs can also be used to integrate our chat with your mobile apps (android/iPhone).

#### **Session management**

Because you are building an app or chatbot you probably already have a unique session ID of your current session. Our service requires that you provide a unique chat session id. You are in control of the session. 

#### Escalate a chat from chatbot to a live person

You can use our API call `notifyUserNewChatMessage` to create a new chat session and you can also use this same endpoint to post new messages. This is supposed to be used at your backend / middleware.

Example of a new escalation (and creation of a ticket consequently):

## New chat message from the customer to the agent

<mark style="color:green;">`POST`</mark> `https://account.omnidesk.com/api/v2/chat/notifyUserNewChatMessage`

This endpoint can be used to send new messages from the customer to the agent. For the first message it will create a new session. Be sure to provide a unique chatSessionID that will remain the same for the entire session.

#### Path Parameters

| Name             | Type    | Description                                                                                                                                  |
| ---------------- | ------- | -------------------------------------------------------------------------------------------------------------------------------------------- |
| messageNumber    | integer | The message count within this chat session, starting with 1 for the first message you send in the session. Recommended to use, not required. |
| url              | string  | the url the chat was created from, for instance: <https://www.brand.com/support>                                                             |
| message          | string  | customer message or chatbot history                                                                                                          |
| channelID        | integer | use "8" for live chat                                                                                                                        |
| chatAccountToken | string  | A token to be created in omnidesk                                                                                                            |
| chatSessionID    | string  | Your session id                                                                                                                              |
| chatServer       | string  | Your server IP / hostname: hookpoint base                                                                                                    |

{% tabs %}
{% tab title="200 " %}

```http
{"type": "result", "message": "Message sent.", "ticketID": 12312}
```

{% endtab %}
{% endtabs %}

All consequent messages should also be posted to this endpoint. Provide the same sessionID so that it will go to the same ticket and support agent, if not it will create a new ticket.

#### Handle agent response

The response of the chat agent will be posted to the chatServer hookpoint. The response will be posted to `{{ chatServer }}/messageForCustomer`, see below.

## New message from the agent to the customer (hookpoint)

<mark style="color:green;">`POST`</mark> `{{ chatServer }}/messageForCustomer`

This hookpoint will receive responses from the **agent** to the customer

#### Path Parameters

| Name      | Type   | Description                      |
| --------- | ------ | -------------------------------- |
| picture   | string | Picture of the agent if uploaded |
| name      | string | Name of the replying agent       |
| message   | string | Message of the agent             |
| sessionID | string | Your session ID                  |

{% tabs %}
{% tab title="200 " %}

```http
ok
```

{% endtab %}
{% endtabs %}

## File upload from the customer to the agent

<mark style="color:green;">`POST`</mark> `https://account.omnidesk.com/api/v2/chat/addAttachment`

Use this endpoint to upload an attachment from the customer to the agent.

#### Request Body

| Name             | Type   | Description               |
| ---------------- | ------ | ------------------------- |
| file             | object | binary of the actual file |
| chatServer       | string |                           |
| chatAccountToken | string |                           |
| sessionID        | string |                           |

{% tabs %}
{% tab title="200 " %}

```http
{"type" => "result, "message" => "Attachment uploaded.", "ticketID" => X, "messageID" => X}
```

{% endtab %}
{% endtabs %}

## File upload from the agent to the customer (hookpoint)

<mark style="color:green;">`POST`</mark> `{{ chatserver }}/uploadForCustomer`

This hookpoint will receive attachments from the **agent** to the customer.

#### Path Parameters

| Name      | Type   | Description            |
| --------- | ------ | ---------------------- |
| file      | object | the actual binary file |
| sessionID | string | Id of the session      |

{% tabs %}
{% tab title="200 " %}

```http
ok
```

{% endtab %}
{% endtabs %}

## Typing indicator and other events for the customer

<mark style="color:green;">`POST`</mark> `https://account.omnidesk.com/api/v2/chat/notifyUserNewChatEvent`

#### Request Body

| Name          | Type   | Description                                               |
| ------------- | ------ | --------------------------------------------------------- |
| chatServer    | string |                                                           |
| chatSessionID | string |                                                           |
| event         | string | startedtyping\|stoppedtyping\|expandedchat\|minimizedchat |

{% tabs %}
{% tab title="200 " %}

```http
{"type" => "result, "message" => "Event sent."}
```

{% endtab %}
{% endtabs %}

## Typing indicator for customer (hookpoint)

<mark style="color:green;">`POST`</mark> `{{ chatserver}}/typingIndicatorForCustomer`

This hookpoint will receive an indication when the **agent** is typing or not.

#### Path Parameters

| Name      | Type    | Description               |
| --------- | ------- | ------------------------- |
| Typing    | boolean | Sets the typing indicator |
| SessionID | string  | Session id of the chat    |

{% tabs %}
{% tab title="200 " %}

```http
ok
```

{% endtab %}
{% endtabs %}

## End the session (timeout or other trigger)

<mark style="color:green;">`POST`</mark> `https://account.omnidesk.com/api/v2/message/notifyUserEndChat`

As mentioned above your software is in control of the session. With this endpoint you can let Omnidesk know the session ended.

#### Path Parameters

| Name          | Type   | Description                          |
| ------------- | ------ | ------------------------------------ |
| chatSessionID | string | Your session ID                      |
| chatServer    | string | Your server IP / hostname (REQUIRED) |

{% tabs %}
{% tab title="200 " %}

```http
{"type": "result", "message": "Session ended."}
```

{% endtab %}
{% endtabs %}

## Request if agents available with the si

<mark style="color:blue;">`GET`</mark> `https://chat.omnidesk.io/requestChatConfig`

First make sure the option "Hide chat when there are no agents available" is checked at your chat token configuration (Settings > Channels > Live chat > Tokens) and click the update-button. When there are **no** agents available there will be an instruction in the response of requestChatConfig that contains: "type": "hide\_reason\_no\_agents\_available". See a full example of such a response at the Response tab below (look for the key "instructions"). When there are agents available this instruction will not be in the response (there is not a instruction that states that there ARE agents available).

#### Path Parameters

| Name             | Type   | Description            |
| ---------------- | ------ | ---------------------- |
| chatAccountToken | string | your chataccount token |
| chatServerToken  | string | your chatserver token  |

{% tabs %}
{% tab title="200 " %}

```http
{
  "type": "result",
  "message": "start instructions",
  "config": {
    "chat_logo": "https://www.omnidesk.nl/img/logo_white.svg",
    "header_color": "#18e2ae",
    "chat_logo_height": "30",
    "chat_logo_width": "100",
    "chat_background_color": "#e5e5e5",
    "chat_message_customer_color": "#ffffff",
    "chat_message_customer_text_color": "#000000",
    "chat_message_agent_color": "#18e2ae",
    "chat_message_agent_text_color": "#000000",
    "chat_textarea_placeholder": "Type je vraag en druk op enter",
    "chat_introduction_html": "",
    "label_provide_email_address": "Please provide your mail address",
    "label_provide_phone_number": "Please provide your phone number",
    "placeholder_email_address": "name@domain.com",
    "placeholder_telephone_number": "0612345678",
    "start_button_color": "#232541",
    "start_chat_instructions": "Welkom! Typ je vraag, iemand van onze klantenservice komt zo bij je.",
    "session_timeout_warning": "notice: due to inactivity this session will soon close",
    "session_timeout_message": "session closed, refresh window to start a new chat",
    "file_uploaded_text": "File uploaded.",
    "agent_typing_text": "Agent typing..",
    "show_survey_after_chat": null
  },
  "instructions": [
    {
      "type": "hide_reason_no_agents_available"
    },
    {
      "type": "phoneNumber",
      "key": "phoneNumber"
    },
    {
      "type": "show_team",
      "team_profile_pictures": []
    }
  ]
}
```

{% endtab %}
{% endtabs %}

## Create chatbot log

<mark style="color:green;">`POST`</mark> `https://account.omnidesk.com/api/v2/message/chatbot`

This endpoint can be used to push the chatbot history to Omnidesk.

#### Request Body

| Name    | Type   | Description                                          |
| ------- | ------ | ---------------------------------------------------- |
| from    | string | from address of the customer (email or phone number) |
| subject | string | subject of the ticket                                |
| message | string | the actual conversation history, markdown compatible |
| brandID | string | ID of the brand, see settings > brands               |

{% tabs %}
{% tab title="200 " %}

```http
{
  "result": "success",
  "message": "Chatbot ticket created."
}
```

{% endtab %}
{% endtabs %}

## Push end session

<mark style="color:green;">`POST`</mark> `{{ chatserver}}/endSession`

Stops the chat as of the agent clicked on the stop button in the ticket interface

#### Path Parameters

| Name      | Type   | Description     |
| --------- | ------ | --------------- |
| sessionID | string | Your session ID |

{% tabs %}
{% tab title="200 " %}

```http
{ "message": "ok" }
```

{% endtab %}
{% endtabs %}