Bold360 and BoldChat Developer Center

getInactiveChats

Retrieves inactive chats for a folder based on the Closed date.

Input parameters

Parameter Type Version Required Description

FolderID

string id

All

yes

The identifier of the folder to retrieve data from

FromDate

date

All

no

The start date

ToDate

date

All

no

The end date

PageStart

integer

v1

no

The number of elements to skip in the result set.

PageSize

integer

v1

no

The number of results in the returned set. This can be used to limit the returned set to less than the server maximum (this will not allow you to exceed the server page size, which is 1000 records in most cases.)

Return values

Parameter Type Version Description

Truncated

boolean

All

Whether or not the above JSON array is the complete result set, or if the server limited the returned results.

Next

json object

v1

If the method called supports it, and the data is truncated, the Next parameter will contain the necessary parameters to pass back to the same server method to get more results.

ChatID  

All

Bold360-assigned unique identifier for each chat session.
ChatType  

All

Either the type of the chat when it was started or the status of the chat after someone tried to start it:

  • 0 - Visitor stated the chat with an agent
  • 1 - Agent initiated the chat (using auto invite)
  • 2 - Agent invited the customer to chat (using custom invite)
  • 3 - Agent was unavailable
  • 4 - Auto-invited chat
  • 5 - Blocked chat
  • 6 - Recovery invite
  • 7 - XMPP chat
  • 8 - Chat started via API
OperatorID  

All

Internal ID of the agent who was last assigned to a chat record.
DepartmentID  

All

Internal ID of the department that the chat was last assigned to.
LastAssignedByOperatorID  

All

Internal ID of the agent who most recently assigned the chat. Null value indicates that the agent has not reassigned the chat.
LanguageCode  

All

The language of the chat, based on two-letter ISO 639-1 standard.
WebsiteDefID  

All

Internal ID of the Bold360 website defiClientTypenition associated with the chat.
VisitID  

All

Bold360-assigned unique identifier for each site visit.
ChatWindowDefID  

All

Internal ID of the Bold360 chat window associated with the chat.
LastMessagePersonType  

All

Type of the person who sent the last message:

  • 0 - agent
  • 1 - customer
  • 4 - Bold360 or BoldChat
  • 5 - LogMeIn Rescue
  • 6 - auto message as set up in the chat window definition
  • 7 - agent interpreter (set if auto-translation was used when the message was sent)
  • 8 - customer interpreter (set if auto-translation was used when the message was sent)
  • 11 - agent speech recognition (used during video chat if speech-to-text is enabled)

Values go from 0 to 12. Do not use the unlisted values as they are obsolete and are not handled.

PageType  

All

The last page of a chat window presented to a customer - The legend of page types is:

  • 0 - The "final" page type (where the chat window is closed)
  • 1 - The main chat page
  • 5 - The post-chat survey form
  • 6 - The pre-chat survey form
  • 7 - The unavailable email form
  • 9 - The "browser unsupported" page
  • 10 - The post-chat survey submitted notice page
  • 11 - The unavailable email submitted notice page
  • 12 - The "no operators" page shown when there's no unavailable email form.
  • 14 - The "chat not validated" page shown when validation fails.
RelatedToItemID  

All

The ID of the Ticket or Contact that the chat is related to.
AccountID  

All

Unique account ID (AID) that a chat record was created within.
Created  

All

Date and time when the chat message was created by clicking the Chat button, or by sending an invite.
Answered  

All

Date and time when the chat was most recently answered.
Ended  

All

Date and time when the chat was ended, either by the customer or agent.
Closed  

All

Date and time when the chat window was closed by the customer.
Updated  

All

Date and time when the record was most recently updated.
Deleted  

All

Date and time when the record was deleted. The value is null if the record was not deleted.
FolderID  

All

Internal ID of the Bold360 folder that contains the chat record.
DueDate  

All

This field is no longer in use.
Started  

All

Date and time when a chat was started within the chat queue.
UnrespondedMessageCount  

All

The number of customer-sent messages received since the agent's last message.
VisitorClientID  

All

The customer's client ID which is generated when the chat starts. It is later used to identify the customer associated with the chat.
Flagged  

All

Indicates whether the chat flag was raised within Bold360.
VisitorMessageCount  

All

The number of customer-sent messages.
OperatorMessageCount  

All

The number of agent-sent messages.
UserCategoryID  

All

Internal ID of the User Category applied to a chat during post-chat wrap-up. <None> or null refers to no User Category present on a chat.
UserStatusID  

All

Internal ID of the user status applied to a chat during post-chat wrap-up. <None> or null indicates that there is no user status present on a chat.
ChatName  

All

The name of the customer, captured within the VisitName parameter or through Name in pre-chat survey.
ChatUrl  

All

Specific web address where the chat engagement was started from.
IP  

All

The IP address of the customer's device connecting to Bold360.
ReverseIP  

All

The IP address of a customer's device used for reverse DNS lookup.
VisitorID  

All

Bold360-assigned unique identifier for visitor.
RelatedToItemType  

All

The item type that chat is related to:
  • Contacts
  • Tickets

When the chat is not related to any item, the value is null.

CountryCode  

All

The country of the customer, as detected by Bold360's geo lookup.
RegionCode  

All

The state/province of the customer, as detected Bold360's geo lookup.
City  

All

The city of the customer, as detected by Bold360's geo lookup.
AreaCode  

All

The area code of a phone number, captured within the VisitPhone parameter or through Phone Number in pre-chat survey.
VisitRef  

All

Free-form parameter for passing in uniquely identifying details of a customer into Bold360 visitor monitoring code.
VisitInfo  

All

Free-form parameter for passing in additional details of a customer into Bold360 visitor monitoring code.
VisitEmailAddress  

All

The email address of the customer, captured within the VisitEmail parameter or through Email in pre-chat survey.
VisitPhone  

All

The phone number of the customer, captured within the VisitPhone parameter or through Phone in pre-chat survey.
InitialQuestion  

All

The initial query sent in by the customer in the pre-chat survey.
WindowClosed  

All

Date and time when the chat window was closed by the customer.
ChatStatusType  

All

The most recent state that chat was in at the time of the chat closing. The legend of statuses is:
  • 0 - None
  • 1 - Prechat form
  • 2 - In chat
  • 3 - Prechat form closed
  • 4 - Chat ended
  • 5 - Transcript
  • 6 - Sent transcript
  • 7 - Unavailable
  • 8 - Sent unavailable
  • 9 - Chat ended answered
  • 10 - Unavailable blocked
  • 11 - Unavailable max queue
  • 12 - Unavailable hours
  • 13 - Sent unavailable blocked
  • 14 - Sent unavailable max queue
  • 15 - Unavailable limit
  • 16 - Sent unavailable limit
  • 17 - Unsecure
SurveyResponsiveness  

All

A 1-5 rating of an agent's speed to respond, only available when customer survey is enabled.
SurveyProfessionalism  

All

A 1-5 rating of an agent's professionalism, only available when customer survey is enabled.
SurveyKnowledge  

All

A 1-5 rating of the agent's knowledge, only available when customer survey is enabled.
SurveyOverall  

All

A 1-5 rating of the overall chat engagement, only available when customer survey is enabled.
SurveyComments  

All

Customer-provided comments in a post-chat survey, only available when customer survey is enabled.
CustomField1ID  

All

Internal ID of the Custom Field 1 label applied to a chat during post-chat wrap-up. <None> or null refers to no Custom Field 1 label present on a chat.
CustomField2ID  

All

Internal ID of the Custom Field 2 label applied to a chat during post-chat wrap-up. <None> or null refers to no Custom Field 2 label present on a chat.
LastAssignedAnswered  

All

Date and time when the most recently reassigned agent answered the chat.
CustomUrl  

All

The custom URL for the chat, which differs from the page of origin (that is, the customer's current page). This can be useful for identifying a URL or page that would normally be blocked due to business rules that prevents the page from being displayed because of dynamic or sensitive information.
ACDReassignCount  

All

The count of how many agent reassignments occurred through automatic chat distribution (ACD) for a chat.
TotalReassignCount  

All

The total count of how many agent reassignments occurred for a chat, including ACD reassignments and manual agent reassignment.
MaxQueuePosition  

All

The highest position of the chat in the chat queue when placed in queue.
ResponseMessageCount  

All

The number of message responses that the agent sent to the customer since the customer's last message.
TotalResponseTime  

All

The total time in seconds that the customer had to wait for answers. Calculated as the aggregate time from every customer message to the subsequent agent reply. When there are multiple customer messages before the agent's reply, response time is calculated from the first customer message.

Available for chat and message channels.

LastVisitorMessageSent  

All

Date and time when the customer's most recent message was received.
CustomFields  

All

Free-form parameter where custom data points are passed into and stored within a chat record.
EndedBy  

All

Indicates whether the chat ended by the customer or which agent.
EndedReasonType  

All

Reason for why the chat was ended:
  • null - unknown

    0 - unknown

  • 1 - ended by operator

  • 2 - ended by customer

  • 3 - disconnected

  • 4 - bot timeout

  • 5 - auto-ended, for example due to customer timeout

UnavailableEmailSubject  

All

The subject line text entered in an unavailable email form, only available when unavailable email form is enabled.
UnavailableEmailBody  

All

The email body text entered in an unavailable email form, only available when unavailable email form is enabled.
ExternalCrmItemID  

All

 
ExternalCrmListID  

All

Type of the linked CRM item:
  • C - Contact
  • L - Lead
ExternalCrmType  

All

Type of CRM linked to the chat:
  • 0 - None
  • 1 - Salesforce
  • 2 - Icontact
  • 4 - new Salesforce
VisitCreated  

All

Date and time when the customer's site visit was created, as detected by Bold360 visitor monitoring.
ActiveAssistStatus  

All

Indicates whether an ActiveAssist/co-browse session was started during a chat:
  • 0 - No ActiveAssist
  • 1 - ActiveAssist True
ScheduleHistoryToEmailAddress  

All

The email address where Bold360 sends the chat transcript.
InvitationTemplateVariantID  

All

The ID of the invitation that initiated the chat.
BlockedBy  

All

Indicates the name of the agent who blocked a chat. <None> or null value indicates that the chat was not blocked.
DeletedBy  

All

Indicates the name of the agent who deleted a chat. <None> or null value indicates that the chat was not deleted.
ClientType  

All

The type of the Bold360 client used for Chat:
  • 0 - Normal
  • 1 - iPhone
  • 2 - Web
  • 3 - Visitor
  • 4 - Call
  • 5 - Offline
  • 6 - Web Mobile
  • 7 - Login
  • 8 - Enabled
  • 9 - Dashboard
  • 10 - Bold360 Agent Workspace
LastName  

All

The last name of the customer, captured within the Last Name field in pre-chat survey.
FlaggedBy  

All

Indicates the name of the agent who flagged a chat. <None> or null indicates that the chat was not flagged.
ChatButtonDefID  

All

Internal ID of the Bold360 chat button associated with the chat.
XmppUser  

All

User name for authentication by XMPP service.
XmppUserID  

All

User ID for authentication by XMPP service.
XmppThread  

All

 
XmppClientID  

All

 
Priority  

All

Indicates the priority/urgency of a chat as defined by the rules engine.
  • 0 - Lowest
  • 1 - Low
  • 2 - Normal
  • 3 - High
  • 4 - Highest
OperatorCustomFields  

All

 
ActiveAssistDisabled  

All

 
ChatAPISettingsID  

All

Internal ID of the Bold360 API key associated with the chat.
Secured  

All

Indicates if the chat was secured through a validated chat:

0 - Unsecured

1 - Secured

AutoTranslate  

All

Indicates whether Auto Translation was used for the chat:
  • 0 - No auto translation
  • 1 - Auto translation in use
Embedded  

All

The type of the chat window:
  • 0 - Pop-up window
  • 1 - Layered window
OperatorLanguageCode  

All

The language of the chat agent, based on two-letter ISO 639-1 standard.
SurveyNps  

All

The 0-10 rating of the net promoter score (NPS), only available when customer survey is enabled.
Experiments  

All

The Bold360 experiments associated with the chat record. The value null indicates that there are no experiments associated.
ExperimentDate  

All

The date of when a chat was assigned to a Bold360 experiment.
LastOperatorLanguageCode  

All

The language of the most-recently assigned chat agent, based on two-letter ISO 639-1 standard.
IncidentID  

All

 
AutoTranslateAllowOriginal  

All

Indicates whether it is allowed to display the original message as typed before Geofluent provides translation:
  • 0 - Not allowed
  • 1 - Allowed
RedirectStatus  

All

The status of redirecting chat requests. This functionality is deprecated.
AssignedByAPI  

All

Indicates whether the chat was created by Bold360 API:

  • 0 - False
  • 1 - True
InitialDepartmentID  

All

Internal ID of the Bold360 department that the chat record was first assigned to.
LastACDStarted  

All

Date and time when the last event of the ACD routing began.
AutoAnswerQuestionCount  

All

The number of questions the customer submitted in Bold360 auto answers view.
VideoSessionStatus  

All

Indicates whether the chat session included video chat:

  • 0 - Video is not active
  • 1 - Video is active
LastVideoSessionID  

All

The Bold360 ID of the most recent video chat session began from within a chat
PostChatCustomFieldAnswerStatus  

All

The status of the post-chat survey:

0 - POST_CHAT_SURVEY_UNSUBMITTED

1 - POST_CHAT_SURVEY_SUBMITTED_ NO_CUSTOM_FIELDS

2 - POST_CHAT_SURVEY_CUSTOM_ FIELDS_UNANSWERED

3 - POST_CHAT_SURVEY_CUSTOM_FIELDS_ PARTIALLY_ANSWERED

4 - POST_CHAT_SURVEY_CUSTOM_FIELDS_ FULLY_ANSWERED

Load  

All

The difficulty of the chat as defined by the rules engine.
ACDAssignmentExpires  

All

Date and time when the current chat assignment event by the ACD expires.
Availability  

All

The status of the chat button when the chat was created:
  • 0 - AVAILABLE
  • 1 - UNAVAILABLE_HOURS
  • 2 - UNAVAILABLE_MAX_QUEUE
  • 3 - UNAVAILABLE
  • 4 - UNAVAILABLE_BLOCKED
  • 5 - UNAVAILABLE_LIMIT
  • 6 - UNAVAILABLE_INVITE
  • 7 - AVAILABLE_DUE_TO_OVERRIDE
  • 8 - AVAILABLE_DUE_TO_IGNORE_ OPERATOR_STATUS
  • 9 - ONLY_AUTO_ANSWER
RequestedOperatorID  

All

When a PIN invitation or manual invitation is sent, this field contains the ID of the agent who sent the invitation.
Disconnected  

All

Date and time when the agent was disconnected from the chat.

Additional information

Maximum page size: 500 records

Sample code

{
    "Status": "success",
    "Truncated": true,
    "Data": [
        {
            "ChatID": "623452310233072524",
            "ChatType": 0,
            "OperatorID": "5676748830204723022",
            "DepartmentID": null,
            "LastAssignedByOperatorID": null,
            "LanguageCode": "en-US",
            "WebsiteDefID": "2220273334141714431",
            "VisitID": "623452309365676129",
            "ChatWindowDefID": "623235294696316834",
            "LastMessagePersonType": 0,
            "PageType": 1,
            "RelatedToItemID": null,
            "AccountID": "627499986405274345",
            "Created": "2019-04-17T19:08:54.283Z",
            "Answered": null,
            "Ended": "2019-04-17T19:27:19.000Z",
            "Closed": "2019-04-17T19:28:19.000Z",
            "Updated": "2019-04-17T19:51:58.023Z",
            "Deleted": null,
            "FolderID": "622107834138401481",
            "DueDate": null,
            "Started": "2019-04-17T19:08:57.000Z",
            "UnrespondedMessageCount": 0,
            "VisitorClientID": "814949637700017634",
            "Flagged": null,
            "VisitorMessageCount": 0,
            "OperatorMessageCount": 0,
            "UserCategoryID": null,
            "UserStatusID": null,
            "ChatName": "Simpson",
            "ChatUrl": "http://cloudcity.000webhostapp.com/",
            "IP": "216.107.214.225",
            "ReverseIP": "216.107.214.225",
            "VisitorID": "623311540307712270",
            "RelatedToItemType": 0,
            "CountryCode": "US",
            "RegionCode": "NH",
            "City": "New Boston",
            "AreaCode": 603,
            "VisitRef": null,
            "VisitInfo": null,
            "VisitEmailAddress": "bold.customer@gmail.com",
            "VisitPhone": "9784303143",
            "InitialQuestion": null,
            "WindowClosed": "2019-04-17T19:21:58.000Z",
            "ChatStatusType": 2,
            "SurveyResponsiveness": null,
            "SurveyProfessionalism": null,
            "SurveyKnowledge": null,
            "SurveyOverall": null,
            "SurveyComments": null,
            "CustomField1ID": null,
            "CustomField2ID": null,
            "LastAssignedAnswered": null,
            "CustomUrl": null,
            "ACDReassignCount": 0,
            "TotalReassignCount": 1,
            "MaxQueuePosition": 0,
            "ResponseMessageCount": 0,
            "TotalResponseTime": 0,
            "LastVisitorMessageSent": null,
            "CustomFields": {},
            "EndedBy": null,
            "EndedReasonType": 3,
            "UnavailableEmailSubject": null,
            "UnavailableEmailBody": null,
            "ExternalCrmItemID": null,
            "ExternalCrmListID": null,
            "ExternalCrmType": null,
            "VisitCreated": "2019-04-17T19:08:51.000Z",
            "ActiveAssistStatus": 0,
            "ScheduleHistoryToEmailAddress": null,
            "InvitationTemplateVariantID": null,
            "BlockedBy": null,
            "DeletedBy": null,
            "ClientType": 0,
            "LastName": "Smith",
            "FlaggedBy": null,
            "ChatButtonDefID": "623337425621769004",
            "XmppUser": null,
            "XmppUserID": null,
            "XmppThread": null,
            "XmppClientID": null,
            "Priority": null,
            "OperatorCustomFields": null,
            "ActiveAssistDisabled": 0,
            "ChatAPISettingsID": null,
            "Secured": 0,
            "AutoTranslate": 0,
            "Embedded": 1,
            "OperatorLanguageCode": null,
            "SurveyNps": null,
            "Experiments": null,
            "ExperimentDate": null,
            "LastOperatorLanguageCode": null,
            "IncidentID": null,
            "AutoTranslateAllowOriginal": 1,
            "RedirectStatus": null,
            "AssignedByAPI": 0,
            "InitialDepartmentID": null,
            "LastACDStarted": "2019-04-17T19:08:57.000Z",
            "AutoAnswerQuestionCount": null,
            "VideoSessionStatus": null,
            "LastVideoSessionID": null,
            "PostChatCustomFieldAnswerStatus": 0,
            "Load": null,
            "ACDAssignmentExpires": null,
            "Availability": 0,
            "RequestedOperatorID": null,
            "Disconnected": "2019-04-17T19:22:33.000Z"
        },