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=Accept=
 
=Accept=
This operation can be performed after a new chat notification arrives.  
+
__NOTOC__
 +
This operation is part of the [[Chat|Chat API]] section of the [[Welcome|Web Services API]].
  
Accepting allows the agent to start working on a chat.
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==Overview==
 +
When a new chat is offered, an agent can either accept or [[ChatReject|reject]] a new chat invitation.  
  
After successfully executing this operation, a [[Documentation:HTCC:API:CometDNotifications:8.5.2|CometD notification]] will arrive with complete chat history.
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This operation accepts an incoming chat.
  
 +
Accepting a chat allows an agent to start working on that chat.
 +
 +
After successfully executing this operation, a [[ChatMessageType|CometD notification]] will arrive with complete chat history.
 +
 +
{|
 +
! Request URL
 +
| /api/v2/me/chats/{id}
 +
|-
 +
! HTTP Method
 +
| POST
 +
|-
 +
! Required Features
 +
| api-multimedia
 +
|}
 +
 +
==Parameters==
 +
{|
 +
! Parameter
 +
! Value
 +
|-
 +
| operationName
 +
| Accept
 +
|-
 +
| nickname
 +
| The agent nickname, as displayed to the customer.
 +
|-
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| saveLAR
 +
| Possible values are true or false. If true, information about the agent performing the operation is set in the Contact Profile so that it can be used for last agent routing. (optional)
 +
|}
 +
 +
==Sample==
 
===HTTP Request===
 
===HTTP Request===
  
POST on '''/me/chats/{id}'''
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POST on '''/me/chats/0071023821aec011'''
  
 
  <nowiki>
 
  <nowiki>
Line 18: Line 51:
  
 
===HTTP Response===
 
===HTTP Response===
 
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<pre>
''Success''
 
 
 
<nowiki>
 
 
{
 
{
 
   "statusCode": 0
 
   "statusCode": 0
 
}
 
}
</nowiki>
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</pre>
  
''Failure''
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For details on the <tt>statusCode</tt> value, please refer to the [[ReturnValues#All_Methods|All Methods]] sub-section of the [[ReturnValues|Return Values]] page.
  
<nowiki>
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===Notification===
 +
Here are the list of notifications received after accepting a chat:
 +
====Status changed to Chatting====
 +
<pre>
 +
{
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    "messageType": "ChatStateChangeMessage",
 +
    "referenceId": 13,
 +
    "notificationType": "StatusChange",
 +
    "chat": {
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        "state": "Chatting",
 +
        "capabilities": [
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            "Transfer",
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            "Complete",
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            "Leave",
 +
            "InFocus",
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            "SendMessage",
 +
            "SendStartTypingNotification",
 +
            "SendStopTypingNotification"
 +
        ],
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        "id": "0000Na9B26EF002X",
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        "uri": "http://localhost:8080/api/v2/chats/0000Na9B26EF002X",
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        "participants": []
 +
    }
 +
}
 +
</pre>
 +
====Updated participant list====
 +
<pre>
 
{
 
{
  "statusCode": an integer value above 0,
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    "messageType": "ChatStateChangeMessage",
  "statusMessage":details
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    "notificationType": "ParticipantsUpdated",
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    "referenceId": 13,
 +
    "chat": {
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        "state": "Chatting",
 +
        "capabilities": [
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            "Transfer",
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            "Complete",
 +
            "Leave",
 +
            "InFocus",
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            "SendMessage",
 +
            "SendStartTypingNotification",
 +
            "SendStopTypingNotification"
 +
        ],
 +
        "id": "0000Na9B26EF002X",
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        "uri": "http://localhost:8080/api/v2/chats/0000Na9B26EF002X",
 +
        "participants": [
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            {
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                "type": "Agent",
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                "nickname": "Marat",
 +
                "participantId": "009052C5E743004C"
 +
            },
 +
            {
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                "type": "Customer",
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                "nickname": "PersonP",
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                "participantId": "009052C5E6D6004A"
 +
            }
 +
        ]
 +
    }
 
}
 
}
</nowiki>
+
</pre>
  
For details on the <tt>statusCode</tt> value, please refer to the [[ReturnValues#All_Methods|All Methods]] sub-section of the Return Values section.
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====Chat history up to the point of joining====
 +
<pre>
 +
{
 +
    "messageType": "MessageLogUpdated",
 +
    "notificationType": "NewMessages",
 +
    "messages": [
 +
        {
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            "index": 1,
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            "type": "ParticipantJoined",
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            "from": {
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                "type": "Customer",
 +
                "nickname": "PersonP",
 +
                "participantId": "009052C5E6D6004A"
 +
            },
 +
            "visibility": "All",
 +
            "timestamp": "2014-01-02T14:23:18.000-0800"
 +
        },
 +
        {
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            "index": 2,
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            "type": "ParticipantJoined",
 +
            "from": {
 +
                "type": "Agent",
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                "nickname": "Marat",
 +
                "participantId": "009052C5E743004C"
 +
            },
 +
            "visibility": "All",
 +
            "timestamp": "2014-01-02T14:23:18.109-0800"
 +
        },
 +
        {
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            "index": 3,
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            "type": "ParticipantLeft",
 +
            "from": {
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                "type": "Agent",
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                "nickname": "Marat",
 +
                "participantId": "009052C5E743004C"
 +
            },
 +
            "visibility": "All",
 +
            "timestamp": "2014-01-02T14:23:19.909-0800"
 +
        },
 +
        {
 +
            "index": 4,
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            "type": "TypingStarted",
 +
            "from": {
 +
                "type": "Customer",
 +
                "nickname": "PersonP",
 +
                "participantId": "009052C5E6D6004A"
 +
            },
 +
            "visibility": "All",
 +
            "timestamp": "2014-01-02T14:23:20.121-0800"
 +
        },
 +
        {
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            "index": 5,
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            "type": "Text",
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            "from": {
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                "type": "Customer",
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                "nickname": "PersonP",
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                "participantId": "009052C5E6D6004A"
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            },
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            "text": "Hello World",
 +
            "visibility": "All",
 +
            "timestamp": "2014-01-02T14:23:20.126-0800"
 +
        },
 +
        {
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            "index": 6,
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            "type": "ParticipantJoined",
 +
            "from": {
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                "type": "Agent",
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                "nickname": "Marat",
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                "participantId": "009052C5EF51004D"
 +
            },
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            "visibility": "All",
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            "timestamp": "2014-01-02T14:23:20.171-0800"
 +
        }
 +
    ],
 +
    "chatUri": "http://localhost:8080/api/v2/chats/0000Na9B26EF002X"
 +
}
 +
</pre>
  
 
[[Category:V:HTCC:8.5.2]]
 
[[Category:V:HTCC:8.5.2]]

Latest revision as of 12:50, July 8, 2020

Accept

This operation is part of the Chat API section of the Web Services API.

Overview

When a new chat is offered, an agent can either accept or reject a new chat invitation.

This operation accepts an incoming chat.

Accepting a chat allows an agent to start working on that chat.

After successfully executing this operation, a CometD notification will arrive with complete chat history.

Request URL /api/v2/me/chats/{id}
HTTP Method POST
Required Features api-multimedia

Parameters

Parameter Value
operationName Accept
nickname The agent nickname, as displayed to the customer.
saveLAR Possible values are true or false. If true, information about the agent performing the operation is set in the Contact Profile so that it can be used for last agent routing. (optional)

Sample

HTTP Request

POST on /me/chats/0071023821aec011

{
  "operationName":"Accept",
  "nickname":agent-nickname-to-be-displayed-in-chat
}

HTTP Response

{
  "statusCode": 0
}

For details on the statusCode value, please refer to the All Methods sub-section of the Return Values page.

Notification

Here are the list of notifications received after accepting a chat:

Status changed to Chatting

{
    "messageType": "ChatStateChangeMessage",
    "referenceId": 13,
    "notificationType": "StatusChange",
    "chat": {
        "state": "Chatting",
        "capabilities": [
            "Transfer",
            "Complete",
            "Leave",
            "InFocus",
            "SendMessage",
            "SendStartTypingNotification",
            "SendStopTypingNotification"
        ],
        "id": "0000Na9B26EF002X",
        "uri": "http://localhost:8080/api/v2/chats/0000Na9B26EF002X",
        "participants": []
    }
}

Updated participant list

{
    "messageType": "ChatStateChangeMessage",
    "notificationType": "ParticipantsUpdated",
    "referenceId": 13,
    "chat": {
        "state": "Chatting",
        "capabilities": [
            "Transfer",
            "Complete",
            "Leave",
            "InFocus",
            "SendMessage",
            "SendStartTypingNotification",
            "SendStopTypingNotification"
        ],
        "id": "0000Na9B26EF002X",
        "uri": "http://localhost:8080/api/v2/chats/0000Na9B26EF002X",
        "participants": [
            {
                "type": "Agent",
                "nickname": "Marat",
                "participantId": "009052C5E743004C"
            },
            {
                "type": "Customer",
                "nickname": "PersonP",
                "participantId": "009052C5E6D6004A"
            }
        ]
    }
}

Chat history up to the point of joining

{
    "messageType": "MessageLogUpdated",
    "notificationType": "NewMessages",
    "messages": [
        {
            "index": 1,
            "type": "ParticipantJoined",
            "from": {
                "type": "Customer",
                "nickname": "PersonP",
                "participantId": "009052C5E6D6004A"
            },
            "visibility": "All",
            "timestamp": "2014-01-02T14:23:18.000-0800"
        },
        {
            "index": 2,
            "type": "ParticipantJoined",
            "from": {
                "type": "Agent",
                "nickname": "Marat",
                "participantId": "009052C5E743004C"
            },
            "visibility": "All",
            "timestamp": "2014-01-02T14:23:18.109-0800"
        },
        {
            "index": 3,
            "type": "ParticipantLeft",
            "from": {
                "type": "Agent",
                "nickname": "Marat",
                "participantId": "009052C5E743004C"
            },
            "visibility": "All",
            "timestamp": "2014-01-02T14:23:19.909-0800"
        },
        {
            "index": 4,
            "type": "TypingStarted",
            "from": {
                "type": "Customer",
                "nickname": "PersonP",
                "participantId": "009052C5E6D6004A"
            },
            "visibility": "All",
            "timestamp": "2014-01-02T14:23:20.121-0800"
        },
        {
            "index": 5,
            "type": "Text",
            "from": {
                "type": "Customer",
                "nickname": "PersonP",
                "participantId": "009052C5E6D6004A"
            },
            "text": "Hello World",
            "visibility": "All",
            "timestamp": "2014-01-02T14:23:20.126-0800"
        },
        {
            "index": 6,
            "type": "ParticipantJoined",
            "from": {
                "type": "Agent",
                "nickname": "Marat",
                "participantId": "009052C5EF51004D"
            },
            "visibility": "All",
            "timestamp": "2014-01-02T14:23:20.171-0800"
        }
    ],
    "chatUri": "http://localhost:8080/api/v2/chats/0000Na9B26EF002X"
}
This page was last edited on July 8, 2020, at 12:50.
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