getInactiveChats
Returns inactive chats for a specified folder.
Input parameters
Parameter | Type | Required | Description |
---|---|---|---|
FolderID |
numeric - ID code |
Yes |
The identifier of the folder to retrieve data from. |
FromDate |
date - ISO/UTC |
No |
The start date. |
ToDate |
date - ISO/UTC |
No |
The end date. |
NextPage |
string |
No |
Tells the server the next page of data to retrieve. This parameter should be the same value as what was returned in the response field "NextPage" by the previous call. |
Request format
curl "https://api.boldchat.com/aid/$accountID/data/rest/json/v1/getInactiveChats?auth=$authHash&FromDate=2020-01-01T00:00:00Z"
Return values
Parameters are provided in alphabetic order. See Sample code for probable output.
Parameter | Type | Description |
---|---|---|
AccountID | numeric - ID code | Bold360 product account ID. |
ACDAssignmentExpires | date - ISO/UTC | Date and time when the current chat assignment by the ACD expires. |
ACDReassignCount | integer | The number of operator reassignments through Automatic Chat Distribution (ACD) for a specific chat. |
ActiveAssistDisabled | integer | Indicates whether ActiveAssist/co-browse is disabled on a chat
window:
|
ActiveAssistStatus | integer | Indicates whether an ActiveAssist/co-browse session was started
during a chat:
|
Answered | date - ISO/UTC | Date and time when the chat was most recently answered. |
AreaCode | code - UNSD M49 area code | Telephone area code for the region, typically captured in the pre-chat survey. |
AssignedByAPI | integer | Indicates whether the chat was created by the Bold360 API:
|
AutoAnswerQuestionCount | integer | Number of questions the customer submitted to Bold360 auto answers view. |
AutoTranslate | integer | Indicates whether Auto Translation was used for the chat:
|
AutoTranslateAllowOriginal | integer | Indicates whether it is allowed to display the original message
as typed before Geofluent provides translation:
|
Availability | integer | The availability of the chat. Can be:
|
BlockedBy | string | Name of the operator who blocked a chat. <None> or null value indicates that the chat was not blocked. |
ChatAPISettingsID | numeric - ID code | ID of the Bold360 API key associated with the chat. |
ChatButtonDefID | numeric - ID code | ID of the Bold360 chat button associated with the chat. |
ChatID | numeric - ID code | Bold360-assigned unique identifier for the chat session. |
ChatName | string | The name of the customer, captured within the VisitName parameter or through Name in pre-chat survey. |
ChatStatus | integer | |
ChatType (aka ChatLaunchType) | integer | Type of the chat at the start or after someone tried to start
it:
|
ChatUrl | string - legal URL | Specific web address where the chat engagement was started from. |
ChatWindowDefID | numeric - ID code | ID of the chat window associated with the chat. |
City | string - ISO 3166 | City of the visitor or customer. |
ClientType | integer | The type of the Bold360 client used for Chat:
|
Closed | date - ISO/UTC | Date and time the transaction - visit, chat, etc. - closed. |
CountryCode | code - ISO 3166 | ISO 2-letter country code (e.g. US). |
Created | date - ISO/UTC | Date and time when the target resource was created. |
CustomField1ID | numeric - ID code | ID of the Custom Field 1 label applied to a chat during post-chat wrap-up. Retrievable using FolderType=32. <None> or null refers to no Custom Field 1 label present on a chat. |
CustomField2ID | numeric -ID code | ID of the Custom Field 2 label applied to a chat during post-chat wrap-up. Retrievable using FolderType=33. <None> or null refers to no Custom Field 2 label present on a chat. |
CustomFields | string (max) | Free-form parameter where custom data is passed into and stored within a chat record. |
CustomUrl | string - legal URL | 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. |
Data | text - heading | JSON array heading that precedes report data output |
Deleted | date - ISO / UTC | Date and time when the item was deleted. The value is null if the item was not deleted. |
DeletedBy | string (max) | The name of the agent who deleted the item. <None> or null value indicates that the <resource> was not deleted. |
DepartmentID | numeric - ID code | ID of the department. |
Disconnected | date - ISO / UTC | Date and time the chat operator disconnected from the chat. |
DueDate | date - ISO / UTC | Not in use - parameter is obsolete. |
Embedded | integer | The type of the chat window:
|
Ended | date - ISO/UTC | Date and time visit or chat ended. |
EndedBy | numeric - ID code | The system ID of the individual who ended the chat - operator, customer, etc. |
EndedReasonType | integer | Reason why the chat was ended:
|
ExperimentDate | date - ISO/UTC | Date and time when the experiment actions are selected (on each new visit). |
Experiments | string (max) | Byte array, where every index represents an experiment and every value represents the selected action for the given experiment. |
ExternalCrmItemID | numeric - ID code | Type of the linked CRM item:
|
ExternalCrmListID | numeric - ID code | Identifier to reference an external CRM list. |
ExternalCrmType | integer | Type of CRM linked to the chat:
|
Flagged | Boolean | Indicates whether the chat flag was raised within Bold360. |
FlaggedBy | string | Indicates the name of the agent who flagged a chat. <None> or null indicates that the chat was not flagged. |
FolderID | numeric | The ID of the folder. |
IncidentID | numeric - ID code | The identifier for the incident. |
InitialDepartmentID | numeric - ID code | ID of the department that the chat record was first assigned to. |
InitialQuestion | string (max) | The initial query sent in by the customer in the pre-chat survey. |
InvitationTemplateVariantID | numeric - ID code | ID for an alternate invitation template. |
IP | string - legal URL | IP address of the customer's device connecting to Bold360. |
LanguageCode | code - ISO 639 | The language of the chat, based on two-letter ISO 639-1 standard. |
LastACDStarted | date - ISO / UTC | Date and time when the last event of the ACD routing began. |
LastAssignedAnswered | date - ISO / UTC | Date and time when the most recently reassigned agent answered the chat. |
LastAssignedByOperatorID | numeric - ID code | ID of the agent who most recently assigned the chat. Null value indicates that the agent has not reassigned the chat. |
LastMessagePersonType | integer | Type of the person who sent the last message:
|
LastName | string | Last name of the customer (e.g. from pre-chat form). |
LastOperatorLanguageCode | code - ISO 639 | The language of the most-recently assigned chat agent, based on two-letter ISO 639-1 standard. |
LastVideoSessionID | numeric - ID code | The ID of the most recent video chat session started during a chat. |
LastVisitorMessageSent | date - ISO / UTC | Date and time when the customer's most recent message was received. |
Load | integer | The difficulty of the chat as defined by the rules engine. The value null indicates that difficulty is undefined. |
MaxQueuePosition | integer | The highest position of the chat in the chat queue. |
OperatorCustomFields | string | Storage parameter for unspecified operator content. |
OperatorID | numeric - ID code | System-assigned ID of the operator. |
OperatorLanguageCode | code - ISO 639 | The language of the chat operator. |
OperatorMessageCount | integer | The number of operator-sent messages. |
PageType | integer | The last page of a chat window presented to a customer - The
legend of page types is:
|
PostChatCustomFieldAnswerStatus | integer | The customer interaction with the end-of-chat survey form:
|
Priority | integer | Indicates the priority/urgency of a chat as defined by the rules
engine:
|
RedirectStatus | integer | This parameter is obsolete. |
RegionCode | codes - ISO 3166 | The geographical state/province. |
RelatedToItemID | numeric - ID code | ID assigned to relate VisitRef and ContactId from found contact record. |
RelatedToItemType | integer | Filled in by system when relating from VisitRef and set contact folder type (byte). |
RequestedOperatorID | numeric - ID code | The operator ID of an operator requested by the customer. |
ResponseMessageCount | integer | The number of message responses that the agent sent to the customer since the customer's last message. |
ReverseIP | string - legal URL | The IP address of a customer's device used for reverse DNS lookup. |
ScheduleHistoryToEmailAddress | string - legal email | The email address where Bold360 sends the chat transcript. |
Secured | integer | Indicates if the chat was secured through a validated chat:
|
Started | date - ISO / UTC | Date and time when a chat was started within the chat queue. |
Status | codes - set values | "Success" when the call completes; "Error" when the call fails. |
SurveyComments | string | Customer-provided comments in a post-chat survey, only available when customer survey is enabled. |
SurveyKnowledge | integer | A 1-5 rating of the agent's knowledge, only available when customer survey is enabled. |
SurveyNps | integer | The 0-10 rating of the net promoter score (NPS), only available when customer survey is enabled. |
SurveyOverall | integer | A 1-5 rating of the overall chat engagement, only available when customer survey is enabled. |
SurveyProfessionalism | integer | A 1-5 rating of an agent's professionalism, only available when customer survey is enabled. |
SurveyResponsiveness | integer | A 1-5 rating of an agent's speed to respond, only available when customer survey is enabled. |
TotalReassignCount | integer | The total count of how many agent reassignments occurred for a chat, including ACD reassignments and manual agent reassignment. |
TotalResponseTime | integer | The total time in seconds that the customer waited 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. |
Truncated | Boolean | TRUE if results were shortened to fit the report, FALSE if full results for the report criteria were returned. If TRUE, you can filter down the results set or contact us to try to find a way to get at the data you are looking for. |
UnavailableEmailBody | string | The email body text entered in an unavailable email form, only available when unavailable email form is enabled. |
UnavailableEmailSubject | string | The subject line text entered in an unavailable email form, only available when unavailable email form is enabled. |
UnrespondedMessageCount | integer | The number of customer-sent messages received since the agent's last message. |
Updated | date - ISO / UTC | Date and time when the <event/record> was most recently modified. |
UserCategoryID | numeric - ID code | 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 | numeric - ID code | 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. |
VideoSessionStatus | Indicates whether the chat session included a video chat:
|
|
VisitCreated | date - ISO / UTC | Date and time when the customer's site visit was created. |
VisitEmailAddress | string - legal email | The email address of the customer from the pre-chat survey. |
VisitID | numeric - ID code | The identifier of a specific visit. |
VisitInfo | string | Free-form parameter for additional customer details, can be set from the front-end. |
VisitorClientID | numeric - ID code | The customer's client ID which is generated when the chat starts. It is later used to identify the client device / session associated with the customer. |
VisitorID | numeric - ID code | ID of the visitor / customer to whom this visit belongs. |
VisitorMessageCount | integer | The number of customer-sent messages. |
VisitPhone | string - legal phone number | The phone number of the customer, captured in pre-chat survey. |
VisitRef | string (max) | Parsed from the request and primary user name, used for lookup in the contacts table to fill out RelatedToItemType and RelatedToItemId. Can be set from the frontend (pass custom information about customer). |
WebsiteDefID | numeric - ID code | System-assigned ID of the website associated with the chat. |
WindowClosed | date - ISO / UTC | Date and time when the chat window was closed by the customer. |
XmppClientID | numeric - ID code | XMPP is the open standard for messaging and presence. This parameter holds the device or client ID. |
XmppThread | string | XMPP thread identifier |
XmppUser | string | Extensible Messaging and Presence Protocol (XMPP) user. |
XmppUserID | numeric - ID code | Extensible Messaging and Presence Protocol (XMPP) user ID. |
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"
},