Outbound Server Socket (OSS) messages

updateChat

The first updateChat message received contains the full chat information, and subsequent calls may only update certain fields in the chat.

Parameter	Type	Description
ChatID	string id	The ID of the chat that you want to update.
Values	JSON Object	The detail of the chat to be updated. If this is the first message for a `ChatID`, then this represents all chat information. If the `Values` parameter is `null` then the record should be deleted.

Possible values for EndedReason are the following:

Value	Description
unknown	The chat was ended for an unknown reason.
operator	The chat was ended by the agent
visitor	The chat was ended by the customer
disconnect	The chat was ended because the customer's WebSocket disconnected and timed out.

updateTyper

The first updateTyper message that is received will contain the full information about the person, and subsequent calls may only update some fields.

Parameter	Type	Description
PersonID	string id	The ID of the person whose chat you want to update.
Values	JSON Object	The detail of the person that you want to update. If this is the first message received for a `PersonID`, then this represents all person details. If the `Values` parameter is `null` then the record should be deleted.

{
    "method":"updateTyper",
    "params":
    [
        {
            "PersonID":"5701072127270",
            "Values":
            {
                "Name":"Bob",
                "PersonType":"operator",
                "IsTyping":true,
                "ImageURL":"http://8fe8.r10.cf1.somecdn.com/wow1.jpg"
            }
        }
    ]
}

Possible values for PersonType are the following:

Value	Description
operator	The agent handling the chat.
visitor	The customer who is chatting (typically the API user).
system	An automated message of the system.

addMessage

This method is used for the customer to receive messages from the agent. The first addMessage message received contains the full information about the message, and subsequent calls may only update certain fields.

Parameter	Type	Description
MessageID	string id	The ID of the chat message that is updated.
Values	JSON Object	The information of the chat message to be updated. If this is the first message received for a `MessageID` then it contains all chat message information. If the `Values` parameter is `null` then the record should be deleted.

{
    "method":"addMessage",
    "params":
    [
        {
            "MessageID":"804881981652",
            "Values":
            {
                "Created":"2014-02-28T13:42:57Z",
                "Text":"Hello World!",
                "PersonID":"5701072127270",
                "PersonType":"operator",
                "Name":"Bob"
            }
        }
    ]
}

Possible values for PersonType are the following:

Value	Description
operator	The agent handling the chat.
visitor	The customer who is chatting.
system	An automated message of the system.

autoMessage

Textual message to be displayed to customers while they are waiting for the chat to be answered.

Parameter	Type	Description
Text	string	Textual message to display while the customer is waiting.

{
    "method":"autoMessage",
    "params":
    [
        {
            "Text":"Thank you for your patience, we will be with you soon."
        }
    ]
}

updateBusy

Provides information about the status of the customer's chat while waiting for an agent.

Parameter	Type	Description
Position	integer	Position in the queue. When zero, it indicates the chat is no longer in queue and is waiting to be answered by the assigned agent. In this case, the queue position message should be hidden. The chat may still be placed back to queue if the agent does not answer.
UnavailableFormEnabled	boolean	If this parameter is `true` and the user cancels waiting for the chat to be answered, then the unavailable email form should be displayed to the customer. The field information for the unavailable form can be retrieved by the `getUnavailableForm` method.

{
    "method":"updateBusy",
    "params":
    [
        {
            "Position":2,
            "UnavailableFormEnabled":true
        }
    ]
}

beginActiveAssist

Notifies the visitor that the agent has requested an Active Assist session. The customer should be prompted to allow the session, and then the acceptActiveAssist method should be called. If Active Assist is not supported then these messages can be ignored.

Parameter	Type	Description
ActiveAssistID	string id	The ID of the Active Assist session that is requested.
ActiveAssistType	string	The type of Active Assist session being requested.

{
    "method":"beginActiveAssist",
    "params":
    [
        {
            "ActiveAssistID":"13281457415073",
            "ActiveAssistType":"screenshare",
            "ScreenshareURL":"https://secure.logmeinrescue.com/?param=blah",
            "PinCode":"123456"
        }
    ]
}

Possible values for ActiveAssistType are the following:

Value	Description
screenshare	The agent requests to see the entire screen of the customer's computer or device.
cobrowse	The agent requests to see only the customer's browser.

updateActiveAssist

Receive updated information about an active Active Assist message. If there is no Active Assist session then these messages should be ignored.

Param	Type	Description
ActiveAssistID	string id	The Active Assist session to be updated.
Values	JSON Object	The information of the Active Assist session to be updated. If this is the first message received for an `ActiveAssistID` then this represents all chat message information. If the `Values` parameter is `null` then the record should be deleted.

{
    "method":"updateActiveAssist",
    "params":
    [
        {
            "ActiveAssistID":"13281457415073",
            "Values":
            {
                "Started":"2014-02-28T13:42:57Z",
                "Ended":"2014-02-28T13:52:27Z",
                "ReconnectOnReboot":false
            }
        }
    ]
}