Hybrid Chat APIs
Customer Channel Manager
| API | Endpoint | Type | Description | Authentication & Authorization | |
|---|---|---|---|---|---|
| 1 | Delivery Notification | /msg-client/delivery-notification | REST - POST | WebHook for Twilio to post the delivery notifications. | NO |
| 2 | Twilio Message Receive | /msg-client/receive | REST - POST | To receive Message from Twilio | NO |
| 3 | Message Send | /msg-client/send | REST - POST | To send outbound sms | NO |
| 4 | Viber Message Receive | /viber-message/receive | REST - POST | To receive Message from Viber | NO |
| 5 | Facebook Message Receive | /webhook | REST - POST | To receive Message from Facebook | NO |
| 6 | Facebook Webhook | /webhook | REST - GET | To verify Facebook Webhook | NO |
| 7 | Health Check | /api/SystemInfo | REST - GET | This API can be polled to monitor Customer Channel Manager health | NO |
| 8 | SMPP Message Send | /sms/send | REST - POST | To Receive Message from SMPP | NO |
Chat Server
| API | Endpoint | Type | Description | Authentication & Authorization | |
|---|---|---|---|---|---|
| 1 | Initiate a Chat Request | /api/customer/init | REST - POST | This API is used to initiate a new conversation session for the web channel | NO |
| 2 | Get Transcript | /api/customer/transcript/ | REST - GET | Returns transcript for a conversation | NO |
| 3 | Get history | /api/customer/history/ | REST - GET | Return history for a conversation based upon a reference id (phone number) | NO |
| 4 | Send a Message | /api/message/send | REST - POST | Used to send a message for a conversation. This API is used for all channels except the web | NO |
| 5 | /api/external/message | REST - POST | NO | ||
| 6 | Receive a Customer Message | /api/external/message/receive | REST - POST | Used for receiving an inbound message from a customer | NO |
| 7 | Register a Connector | /api/external/register/connector | REST - POST | This API is used to register a connector with Chat Server e.g. Bot Connector, Customer Channel Manager | NO |
| 8 | Get Agents List |
DEPRECATED | REST - GET | Get list of agents with the state | NO |
| 9 | Health Check | /api/SystemInfo | REST - GET | This API can be polled to monitor Chat Server health | NO |
| 10 | Get Sockets Count | /api/getSocketCount | REST - GET | Returns count of currently connected sockets | NO |
| 11 | End an ongoing Chat | /api/external/endChat | REST - POST | End an ongoing conversation | NO |
| 12 | Get History | /history.html | REST - GET | View a conversation history by reference id (phone number) | YES (Authentication only) |
| 13 | Suggest Action API | /api/message/suggest-action | REST - POST | Used to suggest an action for ongoing chat e.g handoff, end chat, etc | NO |
Communication Server
| API | Endpoint | Type | Description | Authentication & Authorization | |
|---|---|---|---|---|---|
| 1 | Health Check | /api/status | REST - GET | This API can be polled to monitor Communication Server health | NO |
| 2 | List Logged-in Agents | /api/agents | REST - GET | Returns a list of logged-in agents | NO |
Media Routing Engine
| API | Endpoint | Type | Description | Authentication & Authorization | |
|---|---|---|---|---|---|
| 1 | Health Check | /api/status | REST - GET | This API can be polled to monitor MRE health | NO |
| 2 | Get Estimated Wait Time | /api/EWT | REST - GET | Returns estimated wait time for a routable task that is in the queue. | NO |
| 3 | Get Agent Information | /api/Agent | REST - GET | Returns information of an agent | NO |
| 4 | Get Queue Statistics & Associated Agents | /api/AgentStats | REST - GET | Returns queue statistics and count of agents in every possible state for that queue | NO |
| 5 | Check if agents are available to serve chats | /api/AvailableAgents | REST - GET | Returns a boolean value, indicating that agents are available to serve a chat or not | NO |
MRE Microservice
| API | Endpoint | Type | Description | Authentication & Authorization | |
|---|---|---|---|---|---|
| 1 | Health Check | /mre/api | REST - GET | This API can be polled to monitor MRE Microservice health | NO |
| 2 | Get Attributes | /mre/api/attribute | REST - GET | Get a list of attributes | NO |
| 3 | Create a new Attribute | /mre/api/attribute | REST - POST | Create a new attribute | NO |
| 4 | Get an Attribute | /mre/api/attribute?attributeName | REST - GET | Get an attribute by name | NO |
| 5 | Update an Attribute | /mre/api/attribute?attributeName | REST - PUT | Update an attribute | NO |
| 6 | Delete an Attribute | /mre/api/attribute?attributeName | REST - DELETE | Delete an attribute | NO |
| 7 | Get Agents | /mre/api/agent | REST - GET | Get a list of agents | NO |
| 8 | Add a new Agent | /mre/api/agent | REST - POST | Add a new agent | NO |
| 9 | Fetch Agent Details | /mre/api/agent/details | REST - POST | Get agents details whose agent_id and stats are provided in the body | NO |
| 10 | Get an Agent | /mre/api/agent?agentId | REST - GET | Get an agent by id | NO |
| 11 | Update an Agent | /mre/api/agent?agentId | REST - PUT | Update an agent by id | NO |
| 12 | Delete an Agent | /mre/api/agent?agentId | REST - DELETE | Delete an agent by id | NO |
| 13 | Get MRDs | /mre/api/mrd | REST - GET | Get a list of all MRDs | NO |
| 14 | Create a new MRD | /mre/api/mrd | REST - POST | Create a new MRD | NO |
| 15 | Get an MRD | /mre/api/mrd?mrdId | REST - GET | Get an mrd by id | NO |
| 16 | Update an MRD | /mre/api/mrd?mrdId | REST - PUT | Update an MRD by id | NO |
| 17 | Delete an MRD | /mre/api/mrd?mrdId | REST - DELETE | Delete an MRD by id | NO |
| 18 | Get Labels | /mre/api/lbl | REST - GET | Get a list of labels | NO |
| 19 | Add a new Label | /mre/api/lbl | REST - POST | Add a new label | NO |
| 20 | Get a Label | /mre/api/lbl?lblId | REST - GET | Get a label by id | NO |
| 21 | Update a Label | /mre/api/lbl?lblId | REST - PUT | Update a label by id | NO |
| 22 | Delete a Label | /mre/api/lbl?lblId | REST - DELETE | Delete a label by id | NO |
| 23 | Get Precision Queues | /mre/api/pqueue | REST - GET | Get a list of all precision queues | NO |
| 24 | Add a new Precision Queue | /mre/api/pqueue | REST - POST | Create a new precision queue | NO |
| 25 | Get a Precision Queue | /mre/api/pqueue?pqueueId | REST - GET | Get a specific precision queue by id | NO |
| 26 | Update a Precision Queue | /mre/api/pqueue?pqueueId | REST - PUT | Update a precision queue by id | NO |
| 27 | Delete a Precision Queue | /mre/api/pqueue?pqueueId | REST - DELETE | Delete a precision queue by id | NO |
File Engine
| API | Endpoint | Type | Description | Authentication & Authorization | |
|---|---|---|---|---|---|
| 1 | Upload File | /api/uploadFileStream | REST - POST | This API is used to upload a file | NO |
| 2 | Download File | /api/downloadFileStream | REST - GET | This API is used to download a file, it streams file. | NO |
| 3 | Get File Statistics | /api/getFileStat | REST - GET | Returns file statistics for provided filename | NO |
| 4 | Upload File from a Media URL | /api/uploadFileFromUrl | REST - POST | This API is called when Twilio / Facebook / Viber sends a file media URL. The file engine downloads the file and saves it in the Minio bucket. | NO |
| 5 | Health Check | /api/SystemInfo | REST - GET | This API can be polled to monitor File Engine health. | NO |
Database Connector
| API | Endpoint | Type | Description | Authentication & Authorization | |
|---|---|---|---|---|---|
| 1 | Health Check | /status | REST - GET | This API can be polled to monitor Database Connector health | NO |
| 2 | Save Conversation | /conversations/saveConversation | REST - POST | Save a new conversation | NO |
| 3 | Update Conversation | /conversations/updateConversation | REST - PUT | Update an existing conversation | NO |
| 4 | Update Session Type | /conversations/updateSessionType | REST - PUT | Update session type of an existing conversation | NO |
| 5 | Update Task Id | /conversations/updateTaskId | REST - PUT | Update task-id/session-id of an existing conversation | NO |
| 6 | Add Participant in a Conversation | /conversations/addParticipant | REST - PUT | Add a participant in an existing conversation | NO |
| 7 | Get Conversation By Id | /conversations/getConversationById | REST - GET | Get a conversation by conversation id | NO |
| 8 | Get Conversation by Reference Id (Phone number) | /conversations/getConversationByRefId | REST - GET | Get a conversation by phone number | NO |
| 9 | Get History by Reference Id (Phone number) | /conversations/getHistoryByRefId | REST - GET | Get history by phone number | NO |
| 10 | Save Message | /messages/saveMessage | REST - POST | Save a message | NO |
| 11 | Update a Message | /messages/updateMessage | REST - PUT | Update a message | NO |
| 12 | Get a Message by Conversation Id | /messages/getMessagesByConversationId | REST - GET | Get a message by conversation id | NO |
| 13 | Get a Message by Message-Id | /messages/getMessageByMessageId | REST - GET | Get a message by Message-id | NO |
| 14 | Delete a Queue by Name | /queues/deteleQueueByName | REST - DELETE | Delete a queue by providing queue name | NO |
| 15 | Get Active Tasks | /getTasks | REST - GET | Get all active tasks in the realtime database | NO |
| 16 | Get Active Agents | /getAgents | REST - GET | Get all active agents in the realtime database | NO |
| 17 | Get Active Queues | /getQueues | REST - GET | Get all active queues and task-IDs in queues in the realtime database | NO |
| 18 | Get Active Conversations | /getConversations | REST - GET | Get all the active conversations in the realtime database | NO |
| 19 | Get Messages | /getMessages | REST - GET | Get all messages | NO |
| 20 | Get Active Announcements | /announcements/getActiveAnnouncements | REST - GET | Get all active announcements | NO |
| 21 | Get Announcements by Team | /announcements/getAnnouncementsByTeam | REST - GET | Get all active announcements of a specified team | NO |
| 22 | Get List of Accouncements by Teams | /announcements/getAnnouncementsByTeams | REST - GET | Gel all active announcements of all teams | NO |
| 23 | Create an Announcement | /announcements/createAnnouncement | REST - POST | Create an announcement | NO |
| 24 | Update an Announcement | /announcements/updateAnnouncement | REST - PUT | Update an announcement | NO |
| 25 | Remove an Announcement | /announcements/removeAnnouncement | REST - PUT | Remove an announcement | NO |
| 26 | Update Agent Read time of an Announcement | /announcements/updateAgentReadTime | REST - PUT | Update agent read-time on an announcement | NO |
| 27 | Get Agent Announcement Read Time | /announcements/getAgentReadTime | REST - GET | Get agent read-time of an announcement | NO |
| 28 | Get All Announcements (Active & Expired) | /announcements/getActiveExpireAnnouncements | REST - GET | Get all active and expired announcements | NO |
| 29 | Get Agent who handled a Conversation Last Time | /getLastAgent | REST - GET | Get the agents who handled chat last time, this agent could be the agent who sent the last outbound message or the one who handled chat last time. | NO |
Reporting Connector
| API | Endpoint | Type | Description | Authentication & Authorization | |
|---|---|---|---|---|---|
| 1 | Get Average Talk Time | /api/AvgTalkTime | REST - GET | Returns average talk time for a specified period of time | NO |
| 2 | Health Check | /api/SystemInfo | REST - GET | This API can be polled to monitor Reporting Connector health | NO |
User Management
| API | Endpoint | Type | Description | Authentication & Authorization | |
|---|---|---|---|---|---|
| 1 | Login | /api/login | REST - POST | Login API | YES |
| 2 | Create a User | /user/create | REST - POST | Create a User | YES |
| 3 | Fetch a User | /user/show | REST - GET | Get a user details | YES |
| 4 | Delete User | /user/delete | REST - DELETE | Delete a user | YES |
| 5 | List All Users | /user/list | REST - GET | List all users | NO |
| 6 | Reset Password | /user/resetPassword | REST - PUT | Reset password of a user | YES |
| 7 | Change Password | /user/updatePassword | REST - PUT | Change a user's password | YES |
| 8 | Update User Info | /user/update | REST - PUT | Update a user information | YES |
| 9 | Add or Revoke a User's Authorization | /user/addRevokeMicroserviceRoles | REST - PUT | Add or revoke a user's permission for a microservice access | YES |
| 10 | Delete Bulk Users | /user/deleteMulti | REST - DELETE | Delete bulk users | YES |
| 11 | Update a Microservice | /microservice/update | REST - PUT | Updates the attributes of a microservice. name, IP address and/or the description | YES |
| 12 | Get a Microservice | /microservice/show | REST - GET | Get a microservice details | YES |
| 13 | List All Microservices | /microservice/list | REST - GET | Get a list of all microservices | YES |
| 14 | Create a Microservice | /microservice/create | REST - POST | Create a new microservice | YES |
| 15 | Delete a Microservice | /microservice/delete | REST - DELETE | Delete a microservice | YES |
| 16 | Add / Removed Roles of a Microservice | /microservice/addRemoveRoles | REST - PUT | Add or remove roles of a microservice | YES |
| 17 | Get all Roles | /role/list | REST - GET | Get list of all roles | YES |
| 18 | Get a Role | /role/show | REST - GET | Get a specific role details | YES |
| 19 | Update a Role | /role/update | REST - PUT | Update a role details | YES |
| 20 | Delete a Role | /role/delete | REST - DELETE | Delete a role | YES |
| 21 | Bulk Delete Roles | /role/deleteMulti | REST - DELETE | Delete multiple roles | YES |
| 22 | Create a Role | /role/create | REST - POST | Create a role | YES |
| 23 | Add / Revoke Permissions of a Role | /role/addRevokePermissions | REST - PUT | Add or revoke permissions of a role | YES |
| 24 | Users list for a Role | /role/roleUser | REST - GET | Get the list of users for a particular role | YES |
| 25 | List all Permissions | /permission/list | REST - GET | List of all the permissions | YES |
| 26 | Get a Permission Details | /permission/show | REST - GET | Get specific permission details | YES |
| 27 | Create a New Permission | /permission/create | REST - POST | Create a permission record | YES |
| 28 | Update an existing Permission | /permission/update | REST - PUT | Update an existing permission | YES |
| 29 | Delete an existing Permission | /permission/delete | REST - DELETE | Delete an existing permission | YES |
| 30 | List Application settings | /application-settings | REST - GET | Get applications settings list | NO |
| 31 | Save Application settings | /application-settings | REST - POST | Save applications settings | NO |
| 32 | Update Application Settings | /application-settings | REST - PUT | Updates the existing application settings | NO |
| 33 | Start sync job | /users/sync | REST - POST | Starts sync on demand | NO |
| 34 | Get Sync job report | /users/sync | REST - GET | Get the report of last sync job | NO |
| 35 | Get users list | /users | REST - GET | Get the list of users | NO |
Easy Announcements & Business Calendars
| API | Endpoint | Type | Description | Authentication & Authorization | |
|---|---|---|---|---|---|
| 1 | Fetch Service Status | /eabc/BCServiceStatus/getServiceStatus | REST - GET | To check the status of a calendar. | NO |
| 2 | Fetch Easy Announcements | /eabc/easyAnnouncement/getAnnouncements | REST - GET | To get the easy announcements | NO |
| 3 | Fetch General Announcements | /eabc/generalAnnouncement/getAnnouncements | REST - GET | To get the announcements of type general. | NO |
| 4 | Fetch Service Status | /eabc/serviceStatus/getAnnouncements | REST - GET | To get the status of a CC service. | NO |