Web API Reference

7 minutes reading time • last modified 12/05/2019

Introduction

Versioning

This document describes the Agent Chat Web API v3.1.

What is Web API

Web API is similar to REST API. Client can send a request message that results in getting a response message. It's also possible to get webhooks.

When to use Web API

If you're wondering which API to use - Agent Chat RTM API or Web API, keep on reading.

Web API allows for building stateless integrations. The communication is done via XHR requests. The implementation is easier than with RTM API, but you need to take possible time delays into consideration.

Not what you're looking for? Perhaps, you need to use Agent Chat RTM API instead.

Authentication

Agent authentication is handled by access tokens. Find out how to get an access token from Agent authorization flows. Take note you won't be able to use this token for the Customer Chat API.

All authorization scopes are listed in the Scopes section. If a method requires certain scopes, you'll find them included in the method description. Keep in mind that Web API requires authorization every time you make a request.

Data centers

LiveChat system operates in two data centers: dal (USA) and fra (Europe). The default data center is dal.

All the LiveChat OAuth2.0 access tokens have a prefix: dal- or fra-. This prefix indicates the data center they belong to. If you need to specify the data center while making an API call, simply add the X-Region: <token_prefix> optional header.

Summing up, if the user token starts with fra-, you should add the X-Region: fra header. If the token starts with dal-, you don’t have to specify the header.

Postman collection

You can find all the requests from the Agent Chat Web API v3.1 in Postman. In our collection, we use environment variables for the API version and the access token. Importing the collection from the link below downloads the LiveChat Web API environment as well. Remember to replace the sample token with your own.

Run in Postman

Scopes

Scopes define the access to certain resources.

  • ro means read only
  • rw means read/write
  • all rw scopes contain ro privileges
  • all access scopes contain my privileges
  • all all scopes contain access privileges and my privileges

Accessing chat

This chart shows every possible chats scenarios:

  • chats without my access and without my presence (chats -A -P)
  • chats with my access but without my presence (chats +A -P)
  • chats with my presence but without my access (chats -A +P)
  • chats with my access and with my presence (chats +A +P)

Scopes diagram

The table shows scopes dependency of accessing chat:

chats -A -Pchats +A -Pchats -A +Pchats +A +P
all
access-
my--

Accessing parts of chat

The table shows scopes dependency of accessing chat parts:

meta dataconversation data
chats-*:rwrwrw
chats.conversation-*:rwrorw
chats-*:rororo

Scope types

Agents scopes

ScoperoleDescription
agents--my:rwnormalWrite permission for my profile configuration
agents--all:rwadministratorWrite permission for all agents profiles configuration
access_rules:roadministratorRead permission for auto chat scopes configuration
access_rules:rwadministratorRead/write permission for auto chat scopes configuration

Bot Agents scopes

ScoperoleDescription
agents-bot--my:roadministratorRead permission for bot agents configuration (only my bot agents)
agents-bot--my:rwadministratorRead/write permission for bot agents configuration (only my bot agents)
agents-bot--all:roadministratorRead permission for bot agents configuration (all in license)
agents-bot--all:rwadministratorRead/write permission for bot agents configuration (all in license, delete only)

Chats scopes

ScoperoleDescription
chats--all:ronormalRead permission for conversation and meta data of all license chats
chats--access:ronormalRead permission for conversation and meta data of chats with requester access
chats--my:ronormalRead permission for conversation and meta data of the chats with requester presence
chats.conversation--all:rwnormalWrite permission for conversation data of all license chats and Read permission for conversation and meta data of all license chats (chats--all:ro)
chats.conversation--access:rwnormalWrite permission for conversation data of chats with requester access and Read permission for conversation and meta data of chats with requester access (chats--access:ro)
chats.conversation--my:rwnormalRead/write permission for conversation data of chats with requester presence and Read permission for conversation and meta data of the chats with requester presence (chats--my:ro)
chats--all:rwadministratorRead/write permission for conversation and meta data of all license chats
chats--access:rwadministratorRead/write permission for conversation and meta data of chats with requester access
chats--my:rwnormalRead/write permission for conversation and meta data of chats with requester presence
  • chats conversation data applies to:
    • chat events
    • chat properties
    • thread properties
  • chats meta data applies to:
    • chat users

NOTICE: currently chats.conversation--all:rw allows joining chats too because you have to join the chat to be able to write to it

Customers scopes

ScoperoleDescription
customers.ban:rwnormalPermission for banning customers
customers:ownadministratorPermission for managing customers identities
customers:ronormalRead permission for customers
customers:rwnormalRead/write permission for customers

Multicast scopes

ScoperoleDescription
multicast:rwnormalPermission for multicast data to agents or customers

Properties scopes

ScoperoleDescription
properties--my:roadministratorRead permission for chat/thread/events properties configuration (only in my namespace)
properties--my:rwadministratorRead/write permission for chat/thread/events properties configuration (only in my namespace)
properties--all:roadministratorRead permission for chat/thread/events properties configuration (all in license)

Webhooks scopes

ScoperoleDescription
webhooks--my:roadministratorRead permission for webhooks configuration (only my webhooks)
webhooks--my:rwadministratorRead/write permission for webhooks configuration (only my webhooks)
webhooks--all:roadministratorRead permission for webhooks configuration (all in license)
webhooks--all:rwadministratorRead/write permission for webhooks configuration (all in license, delete only)

Events

One of the data structures are events. They are sent to a chat via the send_event method. Apart from events, there are also Properties, Users, and Other common data structures.

These are the available event types:

File

File event informs about a file being uploaded.

FieldReq./Opt.Note
content_typerequiredSupported image types: image/png, image/jpeg, image/gif
created_atrequiredDate & time format with a resolution of microseconds, UTC string.
typerequiredfile
custom_idoptional-
propertiesoptional-
recipientsrequiredPossible values: all (default), agents
urlrequiredHas to point to the LiveChat CDN. It's recommended to use the URL returned by upload_file.
width, height, thumbnail_url, thumbnail2x_urloptionalOnly for images
Sample File event
{
  "id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", // generated server-side
  "custom_id": "31-0C-1C-07-DB-16",
  "type": "file",
  "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c", // generated server-side
  "created_at": "2017-10-12T15:19:21.010200Z", // generated server-side
  "recipients": "all",
  "properties": {
    // "Properties" object
  },
  "name": "image25.png", // generated server-side
  "url": "https://domain.com/image25.png",
  "thumbnail_url": "https://domain.com/thumbnail.png", // generated server-side
  "thumbnail2x_url": "https://domain.com/thumbnail2x.png", // generated server-side
  "content_type": "image/png", // generated server-side
  "size": 123444, // generated server-side
  "width": 640, // generated server-side
  "height": 480 // generated server-side
}

Filled form

Filled form event contains data from a form (prechat or postchat survey).

FieldReq./OptNotes
created_atrequiredDate & time format with a resolution of microseconds, UTC string.
recipientsrequiredPossible values: all (default), agents
typerequiredfilled_form
checkboxoptionalFor multiple-choice questions
custom_idoptional
email, name, question, textareaoptionalFor open questions (text answer)
group_chooseroptionalFor group-choice questions
propertiesoptionalThe Properties object
radio, selectoptionalFor single-choice questions
Sample Filled form event
{
	"id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", // generated server-side
	"custom_id": "31-0C-1C-07-DB-16",
	"type": "filled_form",
	"author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c", // generated server-side
	"created_at": "2017-10-12T15:19:21.010200Z",  // generated server-side
	"recipients": "all",
	"properties": {
		// "Properties" object
	},
	"form_id": "1473433500211",
	"fields": [{
		"type": "name",
		"id": "154417206262603539",
		"label": "Your name",
		"answer": "John Doe"
	}, {
		"type": "email",
		"id": "154417206262601584",
		"label": "Your email",
		"answer": "customer1@example.com"
	}, {
		"type": "radio",
		"id": "154417206262602571",
		"label": "Chat purpose",
		"answer": {
				"id": "0",
				"label": "Support"
		}
	}, {
		"type": "checkbox",
		"id": "154417206262604640",
		"label": "Company industry",
		"answers": [{
			"id": "0"
			"label": "automotive"
		}, {
			"id": "1"
			"label": "it"
		}]
	}, {
		"type": "group_chooser",
		"id": "154417206262605324",
		"label": "Choose department",
		"answer": {
			"group_id": 1,
			"label": "Marketing"
		}
	}]
}

Message

Message event contains a text message to other chat users.

FieldReq./Opt.Notes
created_atrequiredDate & time format with a resolution of microseconds, UTC string.
recipientsrequiredPossible values: all (default), agents
textrequiredMax. raw text size is 16 KB (one UTF-8 char like emoji 😁 can use up to 4 B); to send more, split text into several messages.
typerequiredmessage
custom_idoptional
postbackoptionalAppears in the message event only when triggered by a rich message.
postback.typeoptionalRequired only if postback.value is present.
postback.valueoptionalRequired only if postback.type is present.
propertiesoptionalProperties object
Sample Message event
{
  "id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", // generated server-side
  "custom_id": "31-0C-1C-07-DB-16",
  "type": "message",
  "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c", // generated server-side
  "created_at": "2017-10-12T15:19:21.010200Z", // generated server-side
  "text": "hello there",
  "postback": {
    "id": "action_call",
    "thread_id": "K600PKZON8",
    "event_id": "75a90b82-e6a4-4ded-b3eb-cb531741ee0d",
    "type": "phone",
    "value": "790034890"
  },
  "recipients": "all",
  "properties": {
    // "Properties" object
  }
}

Rich message

Rich message event contains a rich message data structure. Read more in a document dedicated to Rich messages.

FieldReq./Opt.Notes
created_atrequiredDate & time format with a resolution of microseconds, UTC string.
recipientsrequiredPossible values: all (default), agents
template_idrequiredDescribes how the event should be presented in an app.
typerequiredrich_message
custom_idoptional
elementsoptionalMay contain 1 - 10 element objects.
elements.buttonsoptionalbuttons may contain 1 - 11 button objects.
elements.buttons.postback_idoptionalRequired only if elements.buttons is present. Describes the action sent via send_rich_message_postback. Multiple buttons (even from different elements) can contain the same postback_id. Calling send_rich_message_postback with this id will add a user to all those buttons at once.
elements.buttons.textoptionalRequired only if elements.buttons is present.
elements.buttons.typeoptionalRequired only if both elements.buttons and elements.buttons.value are present.
elements.buttons.user_idsoptionalRequired only if elements.buttons is present. Describes users that sent the postback with "toggled": true.
elements.buttons.valueoptionalRequired only if both elements.buttons and elements.buttons.type are present.
elements.buttons.webview_heightoptionalPossible values: compact, full, tall
elements.imageoptionalimage properties are optional: name, url, content_type, size, width, height.
elements.subtitleoptional
elements.titleoptional
propertiesoptionalProperties object
Sample Rich message event
{
  "id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", // generated server-side
  "custom_id": "31-0C-1C-07-DB-16",
  "type": "rich_message",
  "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c", // generated server-side
  "created_at": "2017-10-12T15:19:21.010200Z", // generated server-side
  "recipients": "all",
  "properties": {
    // "Properties" object
  },
  "template_id": "cards",
  "elements": [
    {
      "title": "Lorem ipsum dolor.",
      "subtitle": "Lorem ipsum dolor sit amet, consectetur adipiscing elit.",
      "image": {
        "name": "image25.png",
        "url": "https://domain.com/asdsfdsf.png",
        "content_type": "image/png",
        "size": 123444,
        "width": 640,
        "height": 480
      },
      "buttons": [
        {
          "text": "yes",
          "postback_id": "action_yes",
          "user_ids": ["b7eff798-f8df-4364-8059-649c35c9ed0c"]
        },
        {
          "text": "no",
          "postback_id": "action_no",
          "user_ids": []
        },
        {
          "type": "phone",
          "text": "value",
          "value": "790034890",
          "webview_height": "tall", 
          "postback_id": "action_call",
          "user_ids": []
        }
      ]
    },
    {
      "title": "Lorem ipsum dolor 2."
    }
  ]
}

Custom

Custom event is an event with customizable payload.

FieldReq./Opt.Note
recipientsrequiredPossible values: all (default), agents
typerequiredcustom
custom_idoptional-
created_atrequiredDate & time format with a resolution of microseconds, UTC string.
propertiesoptional-
Sample Custom event
{
  "id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", // generated server-side
  "custom_id": "31-0C-1C-07-DB-16",
  "type": "custom",
  "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c", // generated server-side
  "created_at": "2017-10-12T15:19:21.010200Z", // generated server-side
  "content": {
    "custom": {
      "nested": "json"
    }
  },
  "recipients": "all",
  "properties": {
    // "Properties" object
  }
}

System message

System message event is native system event sent in specific situations.

FieldReq./Opt.Notes
created_atrequiredDate & time format with a resolution of microseconds, UTC string.
recipientsrequiredPossible values: all (default for system events), agents (for events sent via send_event)
typerequiredsystem_message
system_message_typerequired
custom_idoptional

Here's the list of all system messages you might come across:

agent_added

ContentGenerated when
%initiator% added %agent% to the chatAgent was added to chat via the add_user_to_chat request and is not the first Agent in that chat.

agent_joined

ContentGenerated when
%agent% joined the chatAgent added themselves to chat via the add_user_to_chat request, and is not the first Agent in the chat.

agent_removed

ContentGenerated when
%initiator% removed %agent% from the chatAgent was removed from chat via the remove_user_from_chat request.

archived_customer_disconnected

ContentGenerated when
%customer% left the chatChat ended after Customer left the website.

chat_transferred

ContentGenerated when
%initiator% transferred the chat to %targets%Chat was transferred via the transfer_chat request.

customer_added

ContentGenerated when
%initiator% added %customer% to the chatCustomer was added to chat via the add_user_to_chat request.

customer_banned

ContentGenerated when
Chat archived because customer was banned by %agent% for %duration% day(s)Chat ended becaus Customer was banned via the ban_customer request.

customer_removed

ContentGenerated when
%initiator% removed %customer% from the chatCustomer was removed from chat via the remove_user_from_chat request.

manual_archived_agent

ContentGenerated when
%agent% archived the chatAgent closed chat via the close_thread request.

manual_archived_customer

ContentGenerated when
%customer% archived the chatCustomer closed chat via the close_thread request.

rating.chat_commented

ContentGenerated when
%customer% left the following comment: %comment%Chat was commented by Customer.

rating.chat_rated

ContentGenerated when
%customer% rated the chat as %score%Chat was rated by Customer.

rating.chat_rating_canceled

ContentGenerated when
%customer% canceled the chat ratingChat rating was cancelled by Customer.

routing.archived_deleted

ContentGenerated when
The chat was closed because %agent% account had been deletedChat was archived after Agent was removed from the license. No other Agent could be selected, and queues were disabled.

routing.archived_disconnected

ContentGenerated when
The chat was closed because %agent% had lost internet connectionChat was archived after Agent unexpectedly lost connection. No other Agent could be selected, and queues were disabled.

routing.archived_inactive

ContentGenerated when
Chat archived due to %duration% minutes of inactivityNo new messages were posted for an extended amount of time.

routing.archived_offline

ContentGenerated when
Chat archived due to no available agentsNo Agent could be selected after chat was placed in the queue.

routing.archived_other

ContentGenerated when
The chat was closedChat was archived after Agent was removed from chat for other reasons. No other Agent could be selected, and queues were disabled.

routing.archived_remotely_signed_out

ContentGenerated when
The chat was closed because %agent% had been remotely signed outChat was archived after an Agent was logged out. No other Agent could be selected and queues were disabled.

routing.archived_signed_out

ContentGenerated when
The chat was closed because %agent% had signed outChat was archived after Agent logged out. No other Agent could be selected, and queues were disabled.

routing.assigned_deleted

ContentGenerated when
Chat assigned to %addedAgent% because %removedAgent% account had been deletedChat was assigned to a new Agent after the previous one was removed from the license.

routing.assigned_disconnected

ContentGenerated when
Chat assigned to %addedAgent% because %removedAgent% had lost internet connectionChat was assigned to a new Agent after the previous one unexpectedly lost connection.

routing.assigned_inactive

ContentGenerated when
Chat assigned to %agent_added% because %agent_removed% hasn't replied in %duration% minutesChat was assigned to a new Agent after the previous one failed to response in a timely manner.

routing.assigned_other

ContentGenerated when
The chat was closedChat was archived after Agent was removed from chat for other reasons. No other Agent could be selected, and queues were disabled.

routing.assigned_remotely_signed_out

ContentGenerated when
Chat assigned to %addedAgent% because %removedAgent% had been remotely signed outChat was assigned to a new Agent after the previous one was logged out.

routing.assigned_signed_out

ContentGenerated when
Chat assigned to %addedAgent% because %removedAgent% had signed outChat was assigned to a new Agent after the previous one logged out.

routing.idle

ContentGenerated when
Chat is idle due to %duration% minutes of inactivityNo new messages were posted for an extended amount of time.

routing.unassigned_deleted

ContentGenerated when
Customer was queued because %agent% account has been deletedChat was queued after Agent was removed from the license.

routing.unassigned_disconnected

ContentGenerated when
Customer was queued because %agent% had lost internet connectionChat was queued after Agent unexpectedly lost connection.

routing.unassigned_other

ContentGenerated when
Chat is unassignedChat was queued after Agent was removed from chat for other reasons.

routing.unassigned_remotely_signed_out

ContentGenerated when
Customer was queued because %agent% had been remotely signed outChat was queued after Agent was logged out.

routing.unassigned_signed_out

ContentGenerated when
Customer was queued because %agent% had signed outChat was queued after Agent logged out.

system_archived

ContentGenerated when
Chat archivedLicense was moved to another lc_serv instance while there were still active chats.

transcript_requested

ContentGenerated when
%customer% requested the chat transcript to be sent to %email%Customer enables transcript.

transcript_sent

ContentGenerated when
%customer% sent the chat transcript to %email%Chat ended with the chat transcript enabled by Customer.
Sample System message event
{
  "id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", // generated server-side
  "custom_id": "31-0C-1C-07-DB-16",
  "type": "system_message",
  "created_at": "2017-10-12T15:19:21.010200Z", // generated server-side
  "text": "hello there",
  "system_message_type": "routing.assigned",
  "text_vars": {
    "agent": "John Doe"
  }
}

Users

Users are another important data structure. Within this data structure type, we can distinguish:

Agent

Sample Agent data structure
{
  "id": "agent1@example.com",
  "type": "agent",
  "name": "Support Team",
  "email": "agent1@example.com",
  "present": true,
  "events_seen_up_to": "2017-10-12T15:19:21.010200Z",
  "avatar": "cdn.livechatinc.com/avatars/1.png",
  "routing_status": "accepting_chats"
}
FieldReq./Opt.Note
routing_statusoptionalReturned only if the Agent is currently logged in.

My profile

Sample My profile data structure
{
  "id": "agent1@example.com",
  "type": "agent",
  "name": "Support Team",
  "email": "agent1@example.com",
  "present": true,
  "events_seen_up_to": "2017-10-12T15:19:21.010200Z",
  "avatar": "cdn.livechatinc.com/avatars/1.png",
  "routing_status": "accepting_chats",
  "permission": "administrator"
}

Customer

Sample Customer data structure
{
  "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "type": "customer",
  "name": "John Smith",
  "email": "agent1@example.com",
  "avatar": "domain.com/avatars/1.png",
  "last_visit": {
    "started_at": "2017-10-12T15:19:21.010200Z",
    "referrer": "http://www.google.com/",
    "ip": "194.181.146.130",
    "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.116 Safari/537.36",
    "geolocation": {
      "country": "Poland",
      "country_code": "PL",
      "region": "Dolnoslaskie",
      "city": "Wroclaw",
      "timezone": "Europe/Warsaw"
    },
    "last_pages": [
      {
        "opened_at": "2017-10-12T15:19:21.010200Z",
        "url": "https://www.livechatinc.com/",
        "title": "LiveChat - Homepage"
      },
      {
        "opened_at": "2017-10-12T15:19:21.010200Z",
        "url": "https://www.livechatinc.com/tour",
        "title": "LiveChat - Tour"
      }
    ]
  },
  "fields": {
    "custom field name": "custom field value"
  },
  "statistics": {
    "chats_count": 3,
    "threads_count": 9,
    "visits_count": 5
  },
  "__priv_lc2_customer_id": "S1525771305.dafea66e5c", //old, lc2 customer_id
  "agent_last_event_created_at": "2017-10-12T15:19:21.010200Z",
  "customer_last_event_created_at": "2017-10-12T15:19:21.010200Z",
  "created_at": "2017-10-11T15:19:21.010200Z",
  "present": true, // optional, applies only to customer located in chat object
  "events_seen_up_to": "2017-10-12T15:19:21.010200Z"
}
FieldReq./Opt.Notes
agent_last_event_created_atoptional
avataroptional
customer_last_event_created_atoptional
created_atoptional
emailoptional
fieldsoptionalIs not present when the chat is archived.
nameoptional
events_seen_up_tooptionalRFC 3339 datetime string
last_visitoptional
presentoptional
statisticsoptional

Other common structures

Apart from Events and Users, there are also other common data structures you might work with. Those are:

Access

Sample Access data structure
{
  "access": {
    "group_ids": [1, 2]
  }
}
FieldReq./Opt.Note
group_idsrequiredgroup 0 means that all agents can see it.

Chats

Sample Chat data structure
{
  "id": "PJ0MRSHTDG",
  "users": [
    // array of "User" objects
  ],
  "threads": [
    // optional
    // "Thread" object
  ],
  "threads_summary": [
    {
      "thread_id": "K600PKZON8",
      "order": 129846129847
    },
    {
      "thread_id": "K600PKZON8",
      "order": 129846129848
    }
  ],
  "properites": {
    // "Properites" object
  },
  "access": {
    // "Access" object
  },
  "is_followed": true
}
FieldReq./Opt.
propertiesoptional
accessoptional

Chat summaries

Chat summary is similar to the Chat data structure. The difference is that Chat contains a thread object, while Chat summary includes last_thread_summary and last_event_per_type.

Sample Chat summary data structure
{
  "id": "PJ0MRSHTDG",
  "users": [
    // array of "User" objects
  ],
  "last_event_per_type": {
    // last event of each type in chat
    "message": {
      "thread_id": "K600PKZON8",
      "thread_order": 3,
      "event": {
        // "restricted_access": true
        // or
        // "Event > Message" object
      }
    },
    "system_message": {
      "thread_id": "K600PKZON6",
      "thread_order": 1,
      "event": {
        // "restricted_access": true
        // or
        // "Event > System message" object
      }
    }
    // ...
  },
  "last_thread_summary": {
    "id": "K600PKZON8",
    "order": 3,
    "timestamp": 1473433500,
    "user_ids": ["agent1@example.com"],
    "properites": {
      // "Properites" object
    },
    "tags": ["bug_report"]
  },
  "properites": {
    // "Properites" object
  },
  "access": {
    // "Access" object
  },
  "is_followed": false
}

Properties

Properties are key-value storages. They can be set within a chat, a thread, or an event. You can read more about properties in the Configuration API document.

Sample Properties data structure
{
  "properties": {
    "rating": {
      // <property_namespace>
      "score": {
        // <property_name>
        "value": 1 // <property_value>
      },
      "comment": {
        "value": "rated good!"
      }
    },
    "routing": {
      "idle": {
        "value": false
      }
    }
  }
}

Threads

Sample Thread data structure
{
  "id": "K600PKZON8",
  "timestamp": 1473433500,
  "active": true,
  "user_ids": ["agent1@example.com"],
  "restricted_access": true,
  "events": [
    // array of "Event" objects
  ],
  "order": 112057129857,
  "properties": {
    // "Properties" object
  },
  "access": {
    // "Access" object
  }
}
FieldReq./Opt.Note
accessoptional-
activerequiredPossible values: true (thread is still active) or false(thread no longer active)
eventsoptionalDoesn't exists if restricted_access is true.
propertiesoptional-
restricted_accessoptional-

Methods

Web API actions can generate webhooks, as well as pushes. However, pushes can be delivered only in the websocket transport. If you want to be notified about emitted events with webhooks, you need to register them first.

HTTP methodThe API enpoint
POSThttps://api.livechatinc.com/v3.1/agent/action/<action>
HeaderValueNotes
Content-Typemultipart/form-data; boundary=<boundary>Valid for the upload_file method
Content-Typeapplication/jsonValid for all methods except for upload_file
AuthorizationBearer <token>Access token
X-RegionfraRequired for a license from Europe. More info...
X-Author-Id<bot_agent_id>Valid only for Bot Agents
X-API-VersionAPI version, for example 3.1You don't need this header if you specify API version in the URL.
GENERAL WEB API REQUEST FORMAT
curl -X POST \
  https://api.livechatinc.com/v3.1/agent/action/<action> \
  -H 'Content-Type: <content-type>' \
  -H 'Authorization: Bearer <your_access_token>' \
  -d '{
        // payload
      }'

Available methods

Run in Postman

Chats

Get Chats Summary

It returns summaries of the chats an Agent has access to.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/get_chats_summary
Required scopeschats--all:ro chats--access:ro chats--my:ro
RTM API equivalentget_chats_summary
Webhook-
ParameterRequiredTypeNotes
filtersNoobjectMustn't change between requests for subsequent pages. Otherwise, the behavior is undefined.
filters.include_activeNoboolDefines if the returned chat summary includes active chats; default: true.
filters.group_idsNoarrayArray of group IDs.
filters.properties.<namespace>.<name>.<filter_type>Noany
paginationNoobject
pagination.pageNonumberDefault: 1, minimum: 1, maximum: 1000
pagination.totalNonumberTotal number of threads that match filters; default: 25, minimum: 0, maximum: 100.

filter_type can take the following values:

  • exists (bool)
  • values (type[] - array with specific type for property: string, int, or bool)
  • exclude_values (type[] - array with specific type for property: string, int, or bool)

There's only one value allowed for a single property.

Response
ParameterData typeNotes
found_chatsnumberAn estimated number. The real number of found chats can slightly differ.
REQUEST
curl -X POST \
  https://api.livechatinc.com/v3.1/agent/action/get_chats_summary \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <your_access_token>' \
  -d '{}'
Response
{
	"chats_summary": [{
		"id": "PJ0MRSHTDG",
		"users": [
			// array of "User" objects
		],
		"last_event_per_type": { // last event of each type in chat
			"message": {
				"thread_id": "K600PKZON8",
				"thread_order": 3,
				"event": {
					// "restricted_access": true
					// or
					// "Event > Message" object
				}
			},
			"system_message": {
				"thread_id": "K600PKZON6",
				"thread_order": 1,
				"event": {
					// "restricted_access": true
					// or
					// "Event > System message" object
				}
			},
			...
		},
		"last_thread_summary": {
			"id": "K600PKZON8",
			"order": 3,
			"timestamp": 1473433500,
			"user_ids": ["agent1@example.com"],
			"properites": {
			// "Properites" object
			},
			"tags": ["bug_report"]
		},
		"properites": {
			// "Properites" object
		},
		"access": {
			// "Access" object
		},
		"is_followed": false
	}],
	"found_chats": 2340,
	"next_page_id": "MTUxNzM5ODEzMTQ5Ng==", // optional
	"previous_page_id": "MTUxNzM5ODEzMTQ5Nw==" // optional
}

Get Chat Threads Summary

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/get_chat_threads_summary
Required scopeschats--all:ro chats--access:ro chats--my:ro
RTM API equivalentget_chat_threads_summary
Webhook-
Request
ParameterRequiredData typeNotes
chat_idYesstring
orderNostringPossible values: asc - oldest chats first and desc - newest chats first (default).
limitNonumberDefaul: 10, maximum: 100
page_idNostring
Response
ParameterData typeNotes
found_threadsnumberNumber of threads in a chat
REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/get_chat_threads_summary \
 -H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
  "chat_id": "PWJ8Y4THAV"
    }'
Response
{
  "threads_summary": [
    {
      "id": "PT039ES4OG",
      "order": 2,
      "events_count": 2
    },
    {
      "id": "PT039DS6IP",
      "order": 1,
      "events_count": 17
    }
  ],
  "found_threads": 7,
  "next_page_id": "MTUxNzM5ODEzMTQ5Ng==", // optional
  "previous_page_id": "MTUxNzM5ODEzMTQ5Nw==" // optional
}

Get Chat Threads

It returns threads that the current Agent has access to in a given chat.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/get_chat_threads
Required scopeschats--all:ro chats--access:ro
RTM API equivalentget_chat_threads
Webhook-
Request
ParameterRequiredData type
chat_idYesstring
thread_idsNoarray
REQUEST
curl -X POST \
  https://api.livechatinc.com/v3.1/agent/action/get_chat_threads \
  -H 'Authorization: Bearer <your_access_token>' \
  -H 'Content-Type: application/json' \
  -d '{
		  "chat_id": "PWJ8Y4THAV"
      }'
Response
{
  "chat": {
    "id": "PJ0MRSHTDG",
    "users": [
      // array of "User" objects
    ],
    "threads": [
      // optional
      // "Thread" object
    ],
    "threads_summary": [
      {
        "thread_id": "K600PKZON8",
        "order": 129846129847
      },
      {
        "thread_id": "K600PKZON8",
        "order": 129846129848
      }
    ],
    "properites": {
      // "Properites" object
    },
    "access": {
      // "Access" object
    }
  }
}

Get Archives

It returns a list of the chats an Agent has access to. Together with a chat, the events of one thread from this chat are returned.

The list classification is based on threads; 1 chat per 1 thread. Thus, the same chat object may appear on the list several times, but each time with a different thread. The returned chat is a complete object, not only a chat summary.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/get_archives
Required scopeschats--all:ro chats--access:ro
RTM API equivalentget_archives
Webhook-
Request
ParameterRequiredData typeNotes
filtersNoobject
filters.queryNostring
filters.date_fromNostringYYYY-MM-DD format
filters.date_toNostringYYYY-MM-DD format
filters.agent_idsNoarrayArray of agent IDs
filters.thread_idsNoarrayArray of thread IDs. Cannot be used with other filters or pagination; max array size: 20.
filters.group_idsNoarrayArray of group IDs
filters.properties.<namespace>.<name>.<filter_type>Noany* described below
filters.tags.<filter_type>Noany
filters.sales.<filter_type>Noany
filters.goals.<filter_type>Noany
filters.surveys.<survey>Noarray** described below
paginationNoobject
pagination.pageNonumberDefault: 1, min: 1, max: 1000
pagination.limitNonumberDefault: 25, min: 0, max: 100

*) <filter_type> can take the following values:

  • exists (bool)
  • values (type[] - an array with aspecific type for property: string, int or bool)
  • exclude_values (type[] - array with specific type for property: string, int or bool)

There's only one value allowed for a single property.

**) <survey> contains the following fields:

  • type (string) - allowed values: pre_chat, post_chat
  • answer_id (string)
REQUEST
curl -X POST \
  https://api.livechatinc.com/v3.1/agent/action/get_archives \
  -H 'Authorization: Bearer <your_access_token>' \
  -H 'Content-Type: application/json' \
  -d '{}'
Response
{
  "chats": [
    {
      "id": "PJ0MRSHTDG",
      "users": [], // array of "User" objects
      "thread": {} // "Thread" object
    }
  ],
  "pagination": {
    "page": 1,
    "total": 3 // this is total number of threads matching filters
  }
}

Start Chat

Starts a chat.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/start_chat
Required scopes *chats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
RTM API equivalentstart_chat
Webhookincoming_chat_thread

*) When chat.users is defined, one of following scopes is required:

  • chats--all:rw
  • chats--access:rw
  • chats--my:rw
Request
ParametersRequiredData typeNotes
chatNoobject
chat.propertiesNoobject
chat.accessNoobject
chat.usersNoarrayThe list of existing users. Only one user is allowed (type customer).
chat.threadNoobject
chat.thread.eventsNoarrayThe list of initial chat events.
chat.thread.propertiesNoobject
continuousNoboolStarts chat as continuous (online group is not required); default: false.
Response
ParameterData typeNotes
chat_idstring
thread_idstring
event_ids[]stringReturned only when the chat was started with initial events. Returns only the IDs of user-generated events; server-side generated events are not included in the array.
REQUEST
curl -X POST \
  https://api.livechatinc.com/v3.1/agent/action/start_chat \
  -H 'Authorization: Bearer <your_access_token>' \
  -H 'Content-Type: application/json' \
  -d '{}'
Response
{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "PGDGHT5G"
}

Activate Chat

Restarts an archived chat.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/activate_chat
Required scopes *chats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
RTM API equivalentactivate_chat
Webhookincoming_chat_thread

*) When chat.users is defined, one of following scopes is required:

  • chats--all:rw
  • chats--access:rw
  • chats--my:rw
Request
ParameterRequiredData typeNotes
chatYesobject
chat.idYesstringID of the chat that will be activated.
chat.accessNoobjectChat access to set, default: all agents.
chat.propertiesNoobjectInitial chat properties
chat.usersNoarrayThe list of existing users. Only one user is allowed (type customer).
chat.threadNoobject
chat.thread.eventsNoarrayInitial chat events array
chat.thread.propertiesNoobjectInitial chat thread properties
continuousNoboolSets a chat to the continuous mode. When unset, leaves the mode unchanged.
Response
ParameterData typeNotes
thread_idstring
event_ids[]stringReturned only when the chat was activated with initial events. Returns only the IDs of user-generated events; server-side generated events are not included in the array.
REQUEST
curl -X POST \
  https://api.livechatinc.com/v3.1/agent/action/activate_chat \
  -H 'Authorization: Bearer <your_access_token>' \
  -H 'Content-Type: application/json' \
  -d '{
      "chat": {
          "id": "PWJ8Y4THAV"
          }
      }'
Response
{
  "thread_id": "Z8AGR5OUW"
}

Close Thread

Closes a thread. Sending messages to this thread will no longer be possible.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/close_thread
Required scopeschats--all:rw chats--access:rw chats--my:rw
RTM API equivalentclose_thread
Webhookthread_closed
Request
ParameterRequiredData type
chat_idYesstring
Response

No response payload (200 OK).

REQUEST
curl -X POST \
  https://api.livechatinc.com/v3.1/agent/action/close_thread \
  -H 'Authorization: Bearer <your_access_token>' \
  -H 'Content-Type: application/json' \
  -d '{
      "chat_id": "PJ0MRSHTDG"
      }'

Follow Chat

Marks a chat as followed. All changes to the chat will be sent to the requester until the chat is reactivated or unfollowed. Chat members don't need to follow their chats. They receive all chat pushes regardless of their follower status.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/follow_chat
Required scopeschats--all:rw chats--access:rw chats--my:rw
RTM API equivalentfollow_chat
Webhookincoming_chat_thread*

*) It won't be sent when the requester already follows the chat or is the chat member.

Request
ParameterRequiredData type
chat_idYesstring
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/follow_chat \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
    "chat_id": "PW94SJTGW6"
    }'

Unfollow Chat

Removes the requester from the chat followers. After that, only key changes to the chat (like transfer_chat or close_active_thread) will be sent to the requester. Chat members cannot unfollow the chat.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/unfollow_chat
Required scopes-
RTM API equivalentunfollow_chat
Webhook-
Request
ParameterRequiredData type
chat_idYesstring
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/unfollow_chat \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "chat_id": "PWF6BACIKO"
   }'

Chat access

Grant Access

Grants access to a new resource without overwriting the existing ones.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/grant_access
Required scopeschats--all:rw chats--access:rw chats--my:rw
RTM API equivalentgrant_access
Webhookaccess_granted
Request
ParameterRequiredData ypeNotes
resourceYesstringchat or customer
idYesstringResource Id
accessYesobjectThe entity that is granted access to the specified resource
access.typeYesstringgroup
access.idYesnumber
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/grant_access \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
    "resource": "chat",
    "id": "PW94SJTGW6",
    "access": {
        "type": "group",
        "id": 19
        }
    }'

Revoke Access

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/revoke_access
Required scopeschats--all:rw chats--access:rw chats--my:rw
RTM API equivalentrevoke_access
Webhookaccess_revoked
Request
ParameterRequiredData typeNotes
resourceYesstringchat or customer
idYesstringResource Id
accessYesobjectThe entity that loses access to the specified resource
access.typeYesstringgroup
access.idYesnumber
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/revoke_access \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "resource": "chat",
   "id": "PW94SJTGW6",
   "access": {
       "type": "group",
       "id": 19
       }
   }'

Set Access

Gives access to a new resource overwriting the existing ones.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/set_access
Required scopeschats--all:rw chats--access:rw chats--my:rw
RTM API equivalentset_access
Webhookaccess_set
Request
Request objectRequiredTypeNotes
resourceYesstringchat or customer
idYesstringresource id
accessYesobjectThe entity that is given access to the specified resource
access.typeYesstringgroup
access.idYesnumber
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/set_access \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "resource": "chat",
   "id": "PW94SJTGW6",
   "access": {
       "type": "group",
       "id": 19
       }
   }'

Transfer Chat

Transfers a chat to an Agent or a group.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/transfer_chat
Required scopeschats--all:rw chats--access:rw chats--my:rw
RTM API equivalenttransfer_chat
Webhook-
Request
ParameterRequiredData ypeNotes
chat_idYesstringResource Id
targetNoobjectIf missing, chat will be transferred within the current group.
target.typeYesstringgroup or agent
target.idsYesarraygroup or agent IDs array
forceNoboolIf true, always transfers chats. Otherwise. fails when unable to assign any Agent from the requested groups; default false.
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/transfer_chat \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "chat_id": "PWF6BACIKO",
   "target": {
       "type": "group",
       "ids": [
           19
           ]
       }
   }'

Chat users

Add User to Chat

Adds a user to the chat. You can't add more than one customer user type to the chat.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/add_user_to_chat
Required scopeschats--all:rw chats--access:rw chats--my:rw
RTM API equivalentadd_user_to_chat
Webhookchat_user_added
Request
Request objectRequiredTypeNotes
chat_idYesstring
user_idYesstring
user_typeYesstringPossible values: agent or customer
Response

No response payload (200 OK).

REQUEST
  curl -X POST \
  https://api.livechatinc.com/v3.1/agent/action/add_user_to_chat \
  -H 'Authorization: Bearer <your_access_token>' \
  -H 'Content-Type: application/json' \
  -d '{
      "chat_id": "PW94SJTGW6",
      "user_id": "agent@gmail.com",
      "user_type": "agent"
      }'

Remove User from Chat

Removes a user from chat. Removing customer user type is not allowed. It's always possible to remove the requester from the chat.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/remove_user_from_chat
Required scopeschats--all:rw chats--access:rw chats--my:rw
RTM API equivalentremove_user_from_chat
Webhookchat_user_removed

Request payload

Request objectRequiredTypeNotes
chat_idYesstring
user_idYesstring
user_typeYesstringPossible values are agent or customer
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/remove_user_from_chat \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "chat_id": "PW94SJTGW6",
   "user_id": "user@gmail.com",
   "user_type": "agent"
   }'

Events

Send Event

Sends an Event object.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/send_event
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
RTM API equivalentsend_event
Webhookincoming_event
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to send a message to.
eventYesobjectEvent object
attach_to_last_threadNoboolIf true, adds an event to last (inactive) thread. Otherwise, it doesn't creates a new one; default false.
Response
ParameterData type
event_idstring
REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/send_event \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "chat_id": "PW94SJTGW6",
   "event": {
       "type": "message",
       "text": "hello world",
       "recipients": "all"
       }
   }'
Response
{
  "event_id": "K600PKZON8"
}

Upload File

Uploads a file to the server as a temporary file. It returns a URL that expires after 24 hours unless the URL is used in send_event.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/upload_file
RTM API equivalent-
Webhookincoming_event *

*) incoming_event returns a URL that never expires.

Request
ParameterRequiredData typeNotes
fileYesbinarymaximum size: 10MB
REQUEST
curl -X POST \
  https://api.livechatinc.com/v3.1/agent/action/upload_file \
  -H 'Authorization: Bearer <your_access_token>' \
  -H 'Content-Type: multipart/form-data; boundary=--------------------------210197025774705439685896' \
  -H 'content-type: multipart/form-data; boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW' \
  -F file=@/Users/MyAccount/Desktop/image.png
Response
{
  "url": "https://cdn.livechat-static.com/api/file/lc/att/8948324/45a3581b59a7295145c3825c86ec7ab3/image.png"
}

Send Rich Message Postback

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/send_rich_message_postback
Required scopeschats.conversation--my:rw chats.conversation--all:rw
RTM API equivalentsend_rich_message_postback
Webhookincoming_rich_message_postback*

*) incoming_rich_message_postback will be sent only for active threads.

Request
ParameterRequiredData typeNotes
chat_idYesstring
event_idYesstring
postbackYesobject
postback.idYesstringPostback name of the button
postback.toggledYesboolPostback toggled true/false
thread_idYesstring
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/send_rich_message_postback \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "chat_id": "PJ0MRSHTDG",
   "thread_id": "K600PKZON8",
   "event_id": "a0c22fdd-fb71-40b5-bfc6-a8a0bc3117f7",
   "postback": {
       "id": "Method URL_yes",
       "toggled": true
       }
   }'

Properties

Update Chat Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/update_chat_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
RTM API equivalentupdate_chat_properties
Webhookchat_properties_updated
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you to set properties for.
propertiesYesobjectChat properties to set. You should stick to the general properties format and include namespace, property name and value.
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/update_chat_properties \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
    "chat_id": "PW94SJTGW6",
    "properties": {
        "bb9e5b2f1ab480e4a715977b7b1b4279": {
            "score": 10,
            "comment": "Thank you!"
            }
        }
    }'

Delete Chat Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/delete_chat_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
RTM API equivalentdelete_chat_properties
Webhookchat_properties_deleted
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to delete property of.
propertiesYesobjectChat properties to delete.
Response

No response payload (200 OK).

REQUEST
  curl -X POST \
  https://api.livechatinc.com/v3.1/agent/action/delete_chat_properties \
  -H 'Authorization: Bearer <your_access_token>' \
  -H 'Content-Type: application/json' \
  -d '{
      "chat_id": "PW94SJTGW6",
      "properties": {
          "bb9e5b2f1ab480e4a715977b7b1b4279": [
              "score",
              "comment"
              ]
          }
      }'

Update Chat Thread Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/update_chat_thread_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
RTM API equivalentupdate_chat_thread_properties
Webhookchat_thread_properties_updated
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to set properties for.
thread_idYesstringId of the thread you want to set properties for.
propertiesYesobjectChat properties to set. You should stick to the general properties format and include namespace, property name and value.
Response

No response payload (200 OK).

REQUEST
curl -X POST \
  https://api.livechatinc.com/v3.1/agent/action/update_chat_thread_properties \
  -H 'Authorization: Bearer <your_access_token>' \
  -H 'Content-Type: application/json' \
  -d '{
        "chat_id": "PW94SJTGW6",
        "thread_id": "K600PKZON8",
        "properties": {
            "bb9e5b2f1ab480e4a715977b7b1b4279": {
                "score": 10,
                "comment": "Thank you!"
              }
          }
      }'

Delete Chat Thread Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/delete_chat_thread_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
RTM API equivalentdelete_chat_thread_properties
Webhookchat_thread_properties_deleted
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to delete properties of.
thread_idYesstringId of the thread you want to delete properties of.
propertiesYesobjectChat thread properties to delete.
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/delete_chat_thread_properties \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "chat_id": "PW94SJTGW6",
   "thread_id": "K600PKZON8",
   "properties": {
       "bb9e5b2f1ab480e4a715977b7b1b4279": [
           "score",
           "comment"
           ]
       }
   }'

Update Event Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/update_event_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
RTM API equivalentupdate_event_properties
Webhookevent_properties_updated
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to set properties for.
thread_idYesstringId of the thread you want to set properties for.
event_idYesstringId of the event you want to set properties for.
propertiesYesobjectChat properties to set. You should stick to the general properties format and include namespace, property name and value.
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/update_event_properties \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "chat_id": "PW94SJTGW6",
   "thread_id": "K600PKZON8",
   "event_id": "2_EW2WQSA8",
   "properties": {
       "bb9e5b2f1ab480e4a715977b7b1b4279": {
           "score": 10,
           "comment": "Thank you!"
           }
       }
   }'

Delete Event Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/delete_event_properties
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
RTM API equivalentdelete_event_properties
Webhookevent_properties_deleted
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to delete the properties of.
thread_idYesstringId of the thread you want to delete the properties of.
event_idYesstringId of the event you want to delete the properties of.
propertiesYesobjectEvent properties to delete.
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/delete_event_properties \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "chat_id": "PW94SJTGW6",
   "thread_id": "K600PKZON8",
   "event_id": "2_EW2WQSA8",
   "properties": {
       "bb9e5b2f1ab480e4a715977b7b1b4279": {
           "rating": [
               "score",
               "comment"
               ]
           }
       }
   }'

Thread tags

Tag Chat Thread

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/tag_chat_thread
Required scopeschats--all:rw chats--access:rw chats--my:rw
RTM API equivalenttag_chat_thread
Webhookchat_thread_tagged
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to add a tag to.
thread_idYesstringId of the thread you want to add a tag to.
tagYesstringTag name
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/tag_chat_thread \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
 "chat_id": "PW94SJTGW6",
 "thread_id": "PWS6GIKAKH",
 "tag": "support"
   }'

Untag Chat Thread

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/untag_chat_thread
Required scopeschats--all:rw chats--access:rw chats--my:rw
RTM API equivalentuntag_chat_thread
Webhookchat_thread_untagged
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to remove a tag from.
thread_idYesstringId of the thread you want to remove a tag from.
tagYesstringTag name
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/untag_chat_thread \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
 "chat_id": "PW94SJTGW6",
 "thread_id": "PWS6GIKAKH",
 "tag": "support"
   }'

Customers

Get Customers

It returns the list of Customers.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/get_customers
Required scopescustomers:ro
RTM API equivalentget_customers
Webhook-
Request

All parameters are optional.

ParameterData typeNotes
page_idstring
limitnumberDefault: 10, maximum: 100
order *stringDefault: desc
filtersobject
filters.country.<string_filter_type> **object
filters.email.<string_filter_type> **object
filters.name.<string_filter_type> **object
filters.customer_id.<string_filter_type> **object
filters.chats_count.<range_filter_type> ***object
filters.threads_count.<range_filter_type> ***object
filters.visits_count.<range_filter_type> ***object
filters.created_at.<date_range_filter_type>****object
filters.agent_last_event_created_at.<date_range_filter_type> ****object
filters.customer_last_event_created_at.<date_range_filter_type> ****object

*)

order can take the following values:

  • asc - oldest customers first
  • desc - newest customers first

**)

<string_filter_type> can take the following values :

  • values (string[] - an array of strings)
  • exclude_values (string[] - an array of strings)

There's only one value allowed for a single filter.

***)

<range_filter_type> can take the following values:

  • lte (int - less than or equal to given value)
  • lt (int - less than given value)
  • gte (int - greater than or equal to given value)
  • gt (int - greater than given value)
  • eq (int - equal to given value)

****)

<date_range_filter_type> can take the following values:

  • lte ( string - less than or equal to given value)
  • lt (string - less than given value)
  • gte (string - greater than or equal to given value)
  • gt (string - greater than given value)
  • eq (string - equal to given value)

Dates are represented in ISO 8601 format with microseconds resolution, e.g. 2017-10-12T15:19:21.010200+01:00 in specific timezone or 2017-10-12T14:19:21.010200Z in UTC.

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/get_customers \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{}'
Response
{
  "customers": [
    // array of "User > Customer" objects
  ],
  "total_customers": 2340,
  "next_page_id": "MTUxNzM5ODEzMTQ5Ng==", // optional
  "previous_page_id": "MTUxNzM5ODEzMTQ5Ng==" // optional
}

Create Customer

Creates a new Customer user type.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/create_customer
Required scopescustomers:rw
RTM API equivalentcreate_customer
Webhookcustomer_created
Request
ParameterRequiredData typeNotes
nameNostring
emailNostring
avatarNostringURL of the Customer's avatar
fieldsNoobjectA map in the "key": "value" format
REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/create_customer \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{}'
Response
{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
}

Update Customer

Updates Customer's properties.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/update_customer
Required scopescustomers:rw
RTM API equivalentupdate_customer
Webhook-
Request
ParameterRequiredData typeNotes
customer_idYesstringUUID v4 format is required
nameNostring
emailNostring
avatarNostringURL of the Customer's avatar
fieldsNoobjectA map in the "key": "value" format

Apart from customer_id, which is a required parameter, you also need to include one of the optional parameters.

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/update_customer \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "customer_id": "646d53b8-ba76-48bf-7ef1-f6d61ec4ec44",
   "name": "John Doe"
   }'
Response
{
  // "User > Customer" object
}

Ban Customer

Bans the customer for a specific period of time. It immediately disconnects all active sessions of this customer and does not accept new ones during the ban lifespan.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/ban_customer
Required scopescustomers.ban:rw
RTM API equivalentban_customer
Webhook-
Request
ParameterRequiredData type
customer_idYesstring
banYesobject
ban.daysYesnumber
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/ban_customer \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "customer_id": "3cd19fff-f852-4402-59ce-ebd03af3f15a",
   "ban": {
       "days": 3
       }
   }'

Status

Update Agent

Updates Agent's properties.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/update_agent
Required scopesagents--my:rw agents--all:rw
RTM API equivalentupdate_agent
Webhook-
Request
ParameterRequiredData typeNotes
agent_idNostringThe current Agent is used by default.
routing_statusNostringPossible values: accepting_chats, not_accepting_chats
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/update_agent \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "agent_id": "user@gmail.com",
   "routing_status": "accepting_chats"
   }'

Other

Mark Events as Seen

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/mark_events_as_seen
Required scopeschats--access:ro chats--all:ro
RTM API equivalentmark_events_as_seen
Webhookevents_marked_as_seen
Request
ParameterRequiredData typeNotes
chat_idYesstring
seen_up_toYesstringRFC 3339 date-time format
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/mark_events_as_seen \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "chat_id": "PJ0MRSHTDG",
   "seen_up_to": "2017-10-12T15:19:21.010200Z"
   }'

Send Typing Indicator

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/send_typing_indicator
Required scopeschats.conversation--all:rw chats.conversation--access:rw chats.conversation--my:rw
RTM API equivalentsend_typing_indicator
Webhook-
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat that to send the typing indicator to.
recipientsNostringDefault: all; agents
is_typingYesbool
Response

No response payload (200 OK).

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/send_typing_indicator \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "chat_id": "PJ0MRSHTDG",
   "is_typing": true
   }'

Multicast

This method serves for the chat-unrelated communication. Messages sent using multicast are not being saved.

For example, it could be used in an app that sends notifications to Agents or Customers, when a certain condition is met (e.g. an important Customer started the chat).

Specifics
Method URLhttps://api.livechatinc.com/v3.1/agent/action/multicast
Required scopesmulticast:rw
RTM API equivalentmulticast
Webhook-
Request
ParameterRequiredData typeNotes
scopesYesobject*
contentYesanyA JSON message to be sent
typeNostringMulticast message type

*) scopes can take the following values:

  • agents:

    • all (bool - includes all agents)
    • ids ([]string - an array of agents' IDs)
    • groups ([]string - an array of groups' IDs)
  • customers:

    • ids ([]string - an array of customer's IDs)

At least one scopes type (agents.all, agents.ids, agents.groups, customers.ids) is required.

REQUEST
curl -X POST \
https://api.livechatinc.com/v3.1/agent/action/multicast \
-H 'Authorization: Bearer <your_access_token>' \
-H 'Content-Type: application/json' \
-d '{
   "scopes": {
       "agents": {
           "all": true,
           "ids": [
               "agent1@example.com",
               "agent2@example.com"
           ],
           "groups": [
               1,
               2
           ]
       },
       "customers": {
           "ids": [
               "b7eff798-f8df-4364-8059-649c35c9ed0c"
               ]
           }
       },
   "content": {
       "example": {
           "nested": "json"
           }
       }
   }'

Webhooks

Here's what you need to know about webhooks:

  • Webhooks notify you when specific events occur.
  • They can be generated by both Web and RTM API actions.
  • When using RTM API, you can be also notified about events with pushes.
  • Webhooks and pushes have similar payloads.
  • To receive webhooks, you need to register them first. You can do it via the Configuration API. Refer to this document to see the list of available webhooks, as well as sample payloads.

Errors

General error format
{
  "error": {
    "type": "misdirected_request",
    "message": "Wrong region",
    "data": {
      // optional
      "region": "dal"
    }
  }
}
Possible errors
TypeDefault MessageNotes
authenticationAuthentication errorAn invalid or expired access token.
authorizationAuthorization errorUser is not allowed to perform the action.
entity_too_largeUpload limit exceeded (10MB).Client's request is too large.
internalInternal server error
license_expiredLicense expiredThe end of license trial or subcription.
license_not_foundLicense not foundLicense with the specified ID doesn't exist.
misdirected_request*Wrong regionClient's request should be performed to another region.
request_timeoutRequest timed outTimeout threshold is 15 seconds.
unsupported_versionUnsupported versionUnsupported protocol version.
validationWrong format of request
wrong_product_versionWrong product versionLicense is not LiveChat 3 (probably still LiveChat 2).

*) misdirected_request error returns also correct region in optional data object. With this information client is able to figure out where he should be connected.

Contact us

If you found a bug or a typo, you can let us know directly on GitHub. In case of any questions or feedback, don't hesitate to contact us at developers@livechatinc.com. We'll be happy to hear from you!