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 interfaces are based on REST APIs.
Websockets are used for bidirectional communication.
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.
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.
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.
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.
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.
For 3rd party applications to send messages to customers. This API is used by Campaign Manager and similar applications.