API Manual Release 1.

07
Consultora Especializada

1 de Febrero del 2017

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Contenido
Contenido.....................................................................................................1
API Manual...................................................................................................2
API Version 1.07...........................................................................................2
Terms...........................................................................................................2
General information.....................................................................................2
Before you begin..........................................................................................3
List of API commands...................................................................................4
messages (GET)...........................................................................................5
web_hook (POST).........................................................................................7
messages (POST).........................................................................................8
messages/inbox (POST).............................................................................10
messages/assign (POST)............................................................................11
api_info (GET).............................................................................................12
clients (GET)...............................................................................................13
clients (POST).............................................................................................16
clients (PUT)...............................................................................................17
operators (GET)..........................................................................................17
dialogs (GET)..............................................................................................18
dialogs (PUT)..............................................................................................20
roles (GET).................................................................................................21
dialog_states (GET)....................................................................................21
channels (GET)...........................................................................................22
regions (GET).............................................................................................23
countries (GET)..........................................................................................23

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transports (GET).........................................................................................24
messages/read (GET).................................................................................25
api_modes (GET)........................................................................................25
Confidencialidad........................................................................................26
Firmas de Aceptacin.................................................................................27

API Manual
API Version 1.07
This API is designed to work with Chat Helpdesk service.

Terms
A client is a person, who contacts your company via service Chat Helpdesk
using messengers and SMS.
A channel is an account (phone number or id) in messengers WhatsApp,
Viber, Telegram, Facebook, VKontakte, Live Chat or SMS or external
channel, used by your company to chat with clients via service Chat
Helpdesk.
An external channel is a channel, which is not directly connected to the
Chat Helpdesk service, for example, live chat, your own messenger or your
own bot. Such external channel can be connected to the service using this API.
A transport is a messenger or SMS, using which, messages are being
received or sent via given channel.

General information
1. To test and set up this API, we recommend to use Postman app for Google Chrome. Heres a
link to access a collection of preset API commands for Chat Helpdesk using test account
(import it in Postman): https://www.getpostman.com/collections/c598e71f85fd72404ff6

2. RESTful architecture and methods GET, PUT and POST are used.

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3. Commands results are presented in JSON format.

4. This API uses HTTPS.

5. Authorisation is based on <token>, which is available in API settings. Here are the parameters
for all commands:
Authorization: <token>
Host: api.chat2desk.com

6. Commands that return big list of data support pagination using URL parameters:

a. limit number of records returned (default is 20).

b. offset offset from the 1st record of the list (default is 0).

Example of the request (list of clients): /v1/clients?offset=50&limit=30

7. In general, the system is designed to answer those clients who first contacted your company
and are in the list of you clients. But using clients (POST) you can create a new client and
then contact him or her. Contact these newly created clients reasonably because your
WhatsApp- or Viber-account might get blocked for spam.

8. There are 2 ways of obtaining messages from your clients:

Downloading of accumulated messages with messages (GET).

Handling a new message event with web_hook (POST). This method is more preferred.

Before you begin

1. Obtain your <token> on Chat Helpdesk site in Settings > API. Also make sure there that
your API-access level is at least demo.

This information is also available with api_modes (GET).

2. There are two ways to work:

a. Your clients use messengers channel to connect to the system. In this case operate messages
(GET) or web_hook (POST). To send - use clients (POST) and messages (POST).

b. Your clients use external channel (see Terms). In this case you should operate
messages/inbox (POST) to transfer messages from your client to the system.

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List of API commands

messages (GET)
Returns a list of accumulated messages (both from and to clients).
web_hook (POST)
Sets up URL for web hook event on new message from a client.
messages (POST)
Sends a message to a client.
messages/inbox (POST)
Sends incoming message from client to the system using external channel.
messages/assign (POST)
Assigns new message to an operator.
api_info (GET)
Returns current API version, your API access level, your web_hook
(POST), number of API requests per month and more.
clients (GET)
Returns a list of your clients with their info.
clients (POST)
Creates a new client so you can contact this client afterwards.
clients (PUT)
Assigns a name to client.
operators (GET)
Returns a list of your operators in the system.
dialogs (GET)
Returns a list of your dialogs.
dialogs (PUT)
Changes a dialog state and sets up its operator.
roles (GET)
Returns a list of available roles.
dialog_states (GET)
Returns a list of available dialog states.

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clients (PUT)
Assigns a name to a client.
channels (GET)
Returns a list of your channels with info.
regions (GET)
Returns a list of available regions.
countries (GET)
Returns a list of available countries.
transports (GET)
Returns a list of available transports and their supported attachments.
messages/read (GET) Tags a message as read.

api_modes (GET)
Returns a list of available API access levels.
questions/<id>/send (GET)
Sends specified menu item to the client when using scripts (see Help >
Scripts
manual).
clients/<id>/questions (GET)
Returns a list of menu items that were sent to a client during specified date
span (optionally) when using scripts (see Help > Scripts manual).
Request:

GET /v1/clients/106359/questions? start_date=10-09-2011&finish_date=10-

09-2018

messages (GET)
Returns a list of accumulated messages (both from and to clients). If Viber
Business transport is used, delivery status is returned.
Request:
GET /v1/messages or
GET /v1/messages/<id>

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Parameters:
<id> message id.

When this command is used without <id> it returns a list of all

accumulated messages. When <id> is specified, the command returns
extended info about given message, including dialog_id,
operator_id and channel_id.
When requesting a list of messages, these filters are supported:
transport

type
dialog_id

read

Example of filtered request:

GET /v1/messages?
transport=telegram&type=from_client&read=false

Typical reply when requesting a list of messages (without <id>):

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"id": 614,
"text": "Hi. See the photo.",
"photo": "http://chat2desk.com/images/users/
message/_19-45-03.jpg",
"coordinates": null,
"transport": "whatsapp",
"type": "from_client",
"read": true,
"created": "2016-01-11T19:45:05 UTC",
"client_id": 13,
"vb_bus_id":
"597110513645559990912348615203629047737",
"recipient_status": "delivered",
}
],
"meta": {
"total": 617,
"limit": 20,
"offset": 610
},
"status": "success"
}
Typical reply when requesting one message, using its <id>:
{

"id": 614,
"text": " Hi. See the photo.", "photo":
"http://chat2desk.com/images/users/
message/_19-45-03.jpg", "coordinates": null,
"transport": "whatsapp",
"type": "from_client",
"read": true,
"created": "2016-01-11T19:45:05 UTC",
"client_id": 13,
"dialog_id": 11,
"operator_id": 1,
"channel_id": 1
},
"status": "success"
}

Some fields:
coordinates geo coordinates.

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type:

o from_client a message from client. o

to_client a message to client. o

system system message (autoanswer).

read read by operator tag of a message from client. All messages to client are considered
as read except Viber Business transport.

created date of message creation (UTC).

recipient_status info about delivery status of the message (now applies only to Viber
Business transport).

web_hook (POST)
Web_hook is used for two purposes:
1. To monitor incoming messages from your client to the system when using messengers
(regular channel).

2. To monitor outgoing messages from the system (operator) to the client when using external
channel.

Request:
POST /v1/companies/web_hook

Request body:
{
"url": "https://google.com"
}

Any URL is allowed but we recommend https. If empty value (null) is set then
web hook is deleted. You can check your current web hook with api_info
(GET).
In case incoming message from a client is received, web hook returns an info as does
messages (GET), and type equals from_client.

In case of outgoing message from the system to a client, a reply contains message data,

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clients id, operators name and more see messages/inbox (POST), and type equals
from_system.

messages (POST)
Sends a message to a client. You can refer a client only by id. So this client
should exist in your client list. Otherwise, use clients (POST).
Request:
POST /v1/messages

Request body:
{
"client_id": 7,
"text": "Hi there!",

"attachment": "
http://chat2desk.com/images/tg_app_en.jpg",
"type": "to_client",
"transport": "viber",
"channel_id": 1,
"operator_id": 3
}

Params:
client_id client id (see clients (GET)).

text message text (required if theres no attachment).

attachment URL for attachment (photo, video, audio). Sending coordinates to a client is not
supported. Check transports (GET) about supported attachments for given transport.

type:

o to_client message to a client (by default). o

autoreply auto message to a client. o system

system message (is not sent to the client).

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transport: o whatsapp o viber o vkontakte o facebook o telegram o sms

If omitted, transport of last message from the client will be used.

channel_id see channels (GET). If omitted, channel of last message from the client will be
used.

operator_id see clients (PUT). Set type autoreply and dont specify operator_id to
avoid assigning new operator to a dialog.
Assigns a name to a client (assigned name). This name can contain real clients
name or extended info (for example, VIP status).
Request:
PUT /v1/clients/<id>

Request body:
{
"nickname": "This is real VIP
client!" }

Typical reply contains info about actually used channel, operator and more:

"data": {
"channel_id": 1,
"operator_id": 3,
"transport": "whatsapp",
"type": "to_client",
"client_id": 7
},
"status": "success" }

messages/inbox (POST)
Sends incoming message from client to the system using external channel.
Request:
POST /v1/messages/inbox

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Request body:
{
"channel_id": "1", "body":
"This is message text",
"image": <url>,
"video": <url>,
"location": "lat lng"
"from_client": {
"id": 123abc, or "phone": 19110001122,
"nickname": "API_boy"
}
}

Some parameters:
id id as you identify a client (any symbols), except phone
number.
If you identify a client with phone number, then use the next parameter.

phone clients phone number. Only digits are allowed.

Only one of these two parameters is accepted: id or phone. If both or none is

used, then an error is returned.
nickname (optional) clients name.

In order this command to work you have to have an external transport

connected to your company. Contact administration.

messages/assign (POST)
Assigns new message to an operator specified. The message should not belong
to open dialog (i.e. should be a message from new client or from old client but
in closed dialog). This command, actually, assigns an operator to perform a
chat with given client.
Request:
POST /v1/messages/<id>/assign

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Request body:
{
"operator_id": 3
}
Params:

<id> message id. See messages (GET).

operator_id id of an operator, on whom this message and subsequent dialog will be

assigned. See clients (PUT)

Assigns a name to a client (assigned name). This name can contain real clients
name or extended info (for example, VIP status).
Request:
PUT /v1/clients/<id>

Request body:
{
"nickname": "This is real VIP client!"
}

api_info (GET)
Returns:
Current API version, used by our service.

Your current API access level see api_modes (GET).

Number of API requests of your company for current month.

Number of available channels.

Current web_hook (POST) and other parameters.

Request:
GET /v1/companies/api_info
Host: api.chat2desk.com
Authorization: <token>

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Params:
<token> here and everywhere see description of authorisation.

Typical reply:
{
"data": {
"mode": "demo",
"hook": null,
"current_version": 1,
"requests_this_month": 98,
"channels": 2,
"company_name": "Test company"
},
"status": "success"

clients (GET)
Returns a list of your clients with their info.
Request:
GET /v1/clients
or
GET /v1/clients/<id>
or
GET /v1/clients/<id>/transport
or
GET /v1/clients?phone=79310001122
or
GET /v1/clients/<id>/last_question
or
GET /v1/clients/<id>/dialogs
Params:
<id> clients id.

If transport key is specified, then the list of available transports for the client specified is
returned.

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If last_question key is specified, then the last menu item sent to the client is returned.

If dialogs key is specified, then the list of the clients dialogs is returned.

phone clients phone filter.

If id or phone are omitted, full list of your clients is returned.

Typical reply without specifying client id (full list of your

clients):

"data": [

{
"id": 1607,
"comment": "This is a comment",
"assigned_name": "Real VIP client",
"phone": "19001112233",
"name": "Thats my name!",
"avatar": "http://chat2desk.com/images/users/client/
1112233_1.jpg",
"region_id": null,
"country_id": 1
},

],
"meta": {
"total": 3911,
"limit": 20,
"offset": 1600
},
"status": "success"
}
Typical reply when client id is specified (one client with extended info):
{

"data": {
"id": 1607,
"comment": "This is a comment",
"assigned_name": "Real VIP client",
"phone": "19001112233",
"name": "Thats my name!",

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"avatar": "http://chat2desk.com/images/users/client/
11112233_1.jpg",
"region_id": null,
"country_id": 1
"first_client_message": "2015-12-27T18:36:41 UTC",
"last_client_message": "2016-01-28T20:29:25 UTC"
},
"status": "success"
}

Some fields:

assigned_name a name assigned to the client see clients (PUT).

comment commentary to client left by an operator on the site.

phone clients phone number if exists. Not available for Telegram.

name clients nickname (for messengers).

See below a typical reply when specifying client id and transport key.
Actually, these are the transports (with channels), which given client used to
chat with your chat center and which can be used to answer to that client.

"data": [
{
"channel_id": 1,
"transports": [
"sms",
"whatsapp"
]
},
{
"channel_id": 2,
"transports": [
"viber"
]
}
],
"status": "success"
}

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See below a typical reply when specifying client id and last_question key.
This request returns last menu item that was sent to this client earlier.
{

"data": {
"id": 4322,
"text": "This is menu item #20",
"image": null
},
"status": "success" }

clients (POST)
Creates a new client to be able to send a message to him or her. This might be
useful, for example, to send WhatsApp notifications to your clients who never
contacted you via WhatsApp before.
Use with caution because a client that you contact first, likely, doesn't have
your number in address book and can tap This is spam! button, which may
lead your WhatsApp or Viber account to get blocked.
Request:
POST /v1/clients?
phone=19310001122&transport=whatsapp&channel_id=1
Params:

phone clients phone number with country code, without any symbols and spaces.

transport name of a transport (messenger), via which you want to contact this client. You
can create a new client only using WhatsApp, Viber and SMS. To get a list of available
transports use transports (GET).

Channel_id (optional) id of a channel in which the client will be created. If left blank, your
first channel will be used. To get a list of your channels use channels (GET).

After successful execution, the command returns an info on newly created

client as shown below. Region and country are determined based on the phone
number. Because of technological factors it takes up to 10 seconds to complete
this command.
Because of technological reasons, the first message to a newly created client
with transport WhatsApp will be sent after 3 min delay.

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"data": {
"id": 75,
"assigned_name": null,
"phone": "11111111113",
"name": null,
"avatar": null,
"region_id": null,
"country_id": 1,
"first_client_message": "2016-07-07T05:34:28 UTC",
"last_client_message": "2016-07-07T05:34:28 UTC"
},
"status": "success"
}

Having received the clients id, you can now send this client a message.

The option to create a new client to message him or her afterwards is turned off
by default. In this case the command will return an error. Contact
administration to turn this option on for you.

clients (PUT)
Assigns a name to a client (assigned name). This name can contain real clients
name or extended info (for example, VIP status).
Request:
PUT /v1/clients/<id>

Request body:
{
"nickname": "This is real VIP
client!" }

Params:
<id> client id.

nickname client name (assigned name). If null is specified, then the name will be deleted.

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operators (GET)
Returns a list of your operators.
Request:
GET /v1/operators

These filters are supported:

phone

email

online

Typical reply:
{
"data": [
{
"id": 1,
"email": "[email protected]",
"phone": null,
"role": "admin",
"online": false,
"offline_type": null,
"first_name": null,
"last_name": null, "last_visit":
"2016-03-11T19:45:22 UTC"
},
{
"id": 2,
"email": "[email protected]",
"phone": "15550001122",
"role": "supervisor",
"online": false,
"first_name": "John",
"last_name": "Smith", "last_visit": "2016-02-
25T17:25:43 UTC"
}
],
"meta": {
"total": 2,
"limit": 20,
"offset": 0
},
"status": "success" }

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dialogs (GET)
Returns a list of your dialogs. Once an operator opens a chat with a client, the
messages start to belong to a dialog.
Request:
GET /v1/dialogs
or
GET /v1/dialogs/<id>

Params:

<id> dialog id (optionally). If specified, only info about given dialog will be returned.

These filters are supported:

operator_id

state

Example of request for dialogs, which belong to operator with operator_id=2:

GET /v1/dialogs?operator_id=2

Typical reply without specifying dialog id:

{
"data": [
{
"id": 1,
"state": "closed",
"begin": "2015-07-22T20:52:39 UTC", "end":
"2015-07-26T20:05:41 UTC", "operator_id": 1
},
{
"id": 2,
"state": "open", "begin": "2015-07-22T20:34:24
UTC",
"end": null, "operator_id": 1
},
{

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"id": 3,
"state": "open", "begin": "2015-07-24T11:30:32
UTC",
"end": null,
"operator_id": 1
},

],
"meta": {
"total": 429,
"limit": 20,
"offset": 0
},
"status": "success"
}

Some fields:

state dialog state. A dialog may be open or closed. If a client sends a

message to closed dialog, then the client will (by default) receive an
auto answer and any operator will be able to start this dialog. Until a
dialog is closed, it is performed by an operator who started it. A
dialog can be closed because of the following reasons:
o Time period after last message of the dialog is elapsed. The time period is set up in service
settings.

o The dialog is manually closed by an operator on the web site or with dialogs (PUT).

dialogs (PUT)
Changes a dialog state to open or closed and sets up its operator.

Request:
PUT /v1/dialogs/<id>

Params:
<id>
dialog id (required). See dialogs (GET).
Request body:
{
"operator_id": 1, "state": "open" or "closed",

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roles (GET)
Returns a list of available roles.
Request:
GET /v1/help/roles

Typical reply:
{
"data": [
"unconfirmed",
"operator",
"supervisor",
"admin",
"disabled",
"deleted"
],
"status": "success"

Some possible values:

unconfirmed a user hasnt confirmed his\her e-mail yet.

supervisor an operator with extended rights (supervisor).

disabled a blocked operator.

deleted a deleted operator.

dialog_states (GET)
Returns a list of available dialog states.
Request:
GET /v1/help/dialog_states

Typical reply:
{

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"data": [
"open",
"closed"
],
"status": "success"

channels (GET)
Returns a list of your channels with info.
Request:
GET /v1/channels

This filter is supported:

phone

Typical request with the filter:

GET /v1/channels?phone=172502619555

Typical reply:
{
"data": [
{
"id": 1,
"name": "Demo", "phone": "79217639603"
},
{
"id": 2,
"name": "Viber only",
"phone": "79006323538"
},
{
"id": 3,
"name": "Free",
"phone": "79006538466"
},
{
"id": 4,
"name": "Boston",
"phone": "172502619555"

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}
],
"meta": {
"total": 4,
"limit": 20,
"offset": 0
},
"status": "success"
}

regions (GET)
Returns a list of available regions. This list is used for automatic region
detection based on clients mobile phone. A list of countries also available
see countries (GET).
Request:
GET /v1/regions

Typical reply:
{
"data": [
{
"id": 1,
"country": "",
"region": ""
},
{
"id": 2,
"country": "",
"region": ""
},
{
"id": 3,
"country": "",
"region": ""
},

Regions inside a country are available only for Russia.

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countries (GET)
Returns a list of available countries.
Request:
GET /v1/countries

Typical reply:
{
"data": [
{
"id": 1,
"name": "USA, Canada"
},
{
"id": 2,
"name": "Russia"
},
{
"id": 3,
"name": "Egypt"
},
{
"id": 4,
"name": "South Africa"
},

transports (GET)
Returns a list of available transports and their supported attachments.
Request:
GET /v1/help/transports

Typical reply:
{
"data": {
"whatsapp": {
"from_client": {
"text": "yes",
"image": "yes",
"audio": "no",
"pdf": "no",

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"video": "yes",
"location": "yes"
},
"to_client": {
"text": "yes",
"image": "yes",
"audio": "yes",
"pdf": "yes",
"video": "no",
"location": "yes"
}
},

}
}
},
"status": "success" }

messages/read (GET)

Tags a message as read or unread.

Request:
GET /v1/messages/<id>/read or
GET /v1/messages/<id>/unread

Params:

<id> message id (required). See messages (GET).

This command tags a message specified as read or unread by operator. Note,

that when a message gets answered, the message and the whole dialog are
tagged as read automatically.

api_modes (GET)
Returns a list of available API access levels. To check you current access level
see api_info (GET).
Request:
GET /v1/help/api_modes

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Typical reply:
{
"data": [
{
"name": "disabled",
"description": "API disabled"
},
{
"name": "demo",
"description": "1000 requests per month"
},
{
"name": "normal", "description":
"50000 requests per month"
},
{
"name": "unlimited", "description":
"unlimited requests per month"
}
],
"status": "success"
}

Confidencialidad
El material contenido en este documento es propiedad de Fivetek S.A. de C.V. y es
estrictamente confidencial. Se hace entrega del mismo a El Cliente con el entendimiento
que no ser mostrado, ledo ni distribuido a cualquier persona ajena a dicha compaa y es de
uso exclusivo para evaluar la capacidad de Fivetek en brindar servicios a El Cliente. En
tanto no se realice un contrato formal por los proyectos que del trabajo aqu documentado
puedan surgir entre El Cliente y Fivetek, este material es propiedad de Fivetek y su
contenido no puede ser difundido por El Cliente a una tercera parte, ni ningn
concepto, idea o material original aqu desarrollado podr ser utilizado comercialmente por
El Cliente. La informacin que haya aportado El Cliente acerca de su empresa para la
elaboracin de este documento, ser mantenida bajo estricta confidencialidad en Fivetek.

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Firmas de Aceptacin

Fivetek Consulting

El Cliente

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