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:
|
|
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:
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:
|
|
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:
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:
|
|
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:
|
|
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:
|
|
ExternalCrmType |
All |
Type of CRM linked to the chat:
|
|
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:
|
|
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:
|
|
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.
|
|
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:
|
|
Embedded |
All |
The type of the chat 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:
|
|
RedirectStatus |
All |
The status of redirecting chat requests. This functionality is deprecated. | |
AssignedByAPI |
All |
Indicates whether the chat was created by Bold360 API:
|
|
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:
|
|
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:
|
|
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"
},