API Developer Guide

Hybrid Chat solution exposes integration interfaces for any customer channel, human agent channels, 3rd party chatbots, and 3rd party applications (for sending messages to customers). 

All the API methods communicate in either of the following two communication styles.

Synchronous (REST)

Synchronous interfaces are based on REST APIs.


(web sockets)

Websockets are used for bidirectional communication.

To develop an API client application on Customer APIAgent API, or a Chatbot API, choose any of the following language frameworks for the custom application to connect with the Chat solution for:

  • A new customer channel integration either from the web, mobile, or any social media platform

  • Bot connector for IBM Watson, DialogFlow, or any other bot

  • Agent gadget for a CRM application, a desktop, or an embedded HTML5 application

Here is a list of available socket.io clients for popular languages.

For further details on how to create a socket.io application, explore socket.io documentation

Data Types

The following table lists the data types used in API parameters and notification message fields.




A logical data type that has one of two values: true or false.


A 32-bit wide integer.


A 64-bit wide integer.


A variable-length string. If a maximum length exists, it is listed with the parameter description.


Customer API

You can use Customer API to develop customer channel applications such as web widget, an SMS client, a Facebook, telegram, WhatsApp or similar connector for the Chat solution. The integration app may be embedded in a mobile or a web app.

Live Chat, Web Callback, and integration with Twilio (for SMS) is available out of the box.

Agent API

Use Agent API to use human agent features and controls in a CRM application, a mobile app, or integrate with other agent channel applications such as MS Teams. A web-based agent gadget is shipped out of the box that can also be embedded in Cisco Finesse Agent/Supervisor desktop as a Finesse gadget.

Chatbot API

Use Chatbot API to integrate any chatbot with Hybrid Chat. Connector for Rasa bot is available out of the box. Integration with DialogFlow and IBM Watson has also been tested but not yet generally available. Integration with other chatbots may be developed using the same Chatbot API.

External App Integration API

For 3rd party applications to send messages to customers. This API is used by Campaign Manager and similar applications.