API version

Web API Reference

Introduction

Versioning

This document describes the Customer Chat Web API v3.1. This is the legacy version. We encourage you to migrate to the latest stable version. Read more about versioning...

What is Web API

Web API is similar to REST API. Client can send a request message that results in getting a response message. It's also possible to get webhooks.

When to use Web API

If you're wondering which API to use - Customer Chat RTM API or Web API, keep on reading.

Web API allows for building stateless integrations. The communication is done via XHR requests. The implementation is easier than with RTM API, but you need to take possible time delays into consideration.

Not what you're looking for? Perhaps, you need to use Customer Chat RTM API instead.

Access

Customer authentication is handled by access tokens. Find out how to get an access token from Customer authorization flow. Take note it's not the same token you would you for the Agent Chat or Configuration API.

Data centers

LiveChat system operates in two data centers: dal (USA) and fra (Europe). The default data center is dal.

All the LiveChat OAuth2.0 access tokens have a prefix: dal- or fra-. This prefix indicates the data center they belong to. If you need to specify the data center while making an API call, simply add the X-Region: <token_prefix> optional header.

Summing up, if the user token starts with fra-, you should add the X-Region: fra header. If the token starts with, dal- you don’t have to specify the header.

Postman Collection

You can find all the requests from the Customer Chat Web API v3.1 in Postman. In our collection, we use environment variables for the API version and the access token. Importing the collection from the link below downloads the LiveChat Web API environment as well. Remember to replace the sample token with your own.

Run in Postman

Events

One of the data structures are events. They are sent to a chat via the send_event method. Apart from events, there are also Properties, Users, and Other common data structures.

These are the available event types:

File

The File event informs about a file being uploaded.

Request

ParameterRequiredData typeNotes
custom_idnostring
typeyesstringfile
propertiesnoobjectProperties
urlyesstringHas to point to the LiveChat CDN. It's recommended to use the URL returned by upload_file.

Response

FieldReturnedNotes
idalways
custom_idoptionally
created_atalwaysDate & time format with a resolution of microseconds, UTC string.
typealways
author_idalways
propertiesoptionally
namealways
urlalways
thumbnail_url, thumbnail2x_urlonly for images
content_typealways
size, width, heightonly for images
Sample File in response
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{
  "id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", // generated server-side
  "custom_id": "31-0C-1C-07-DB-16",
  "created_at": "2017-10-12T15:19:21.010200Z", // generated server-side
  "type": "file",
  "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c", // generated server-side
  "properties": {
    // "Properties" object
  },
  "name": "image25.png", // generated server-side
  "url": "https://example.com/image25.png",
  "thumbnail_url": "https://example.com/thumbnail.png", // generated server-side
  "thumbnail2x_url": "https://example.com/thumbnail2x.png", // generated server-side
  "content_type": "image/png", // generated server-side
  "size": 123444, // generated server-side
  "width": 640, // generated server-side
  "height": 480 // generated server-side
}

Filled form

The Filled form event contains data from a form (prechat or postchat survey).

Request

ParameterRequiredData typeNotes
custom_idnostring
typeyesstringfilled_form
propertiesnoobjectProperties
form_idyesstring
fieldsyesarrayThe fields a form contains. See filled form fields for details.

Response

FieldReturnedNotes
idalways
custom_idoptionally
created_atalwaysDate & time format with a resolution of microseconds, UTC string.
typealways
author_idalways
propertiesoptionally
form_idalways
fieldsalwaysAn array of filled form fields
Sample Filled form in response
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{
    "id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", // generated server-side
    "custom_id": "31-0C-1C-07-DB-16",
    "created_at": "2017-10-12T15:19:21.010200Z",  // generated server-side
    "type": "filled_form",
    "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c", // generated server-side
    "properties": {
        // "Properties" object
    },
    "form_id": "1473433500211",
    "fields": [{
        "type": "name",
        "id": "154417206262603539",
        "label": "Your name",
        "answer": "John Doe"
    }, {
        "type": "email",
        "id": "154417206262601584",
        "label": "Your email",
        "answer": "customer1@example.com"
    }, {
        "type": "radio",
        "id": "154417206262602571",
        "label": "Chat purpose",
        "answer": {
                "id": "0",
                "label": "Support"
        }
    }, {
        "type": "checkbox",
        "id": "154417206262604640",
        "label": "Company industry",
        "answers": [{
            "id": "0"
            "label": "automotive"
        }, {
            "id": "1"
            "label": "it"
        }]
    }, {
        "type": "group_chooser",
        "id": "154417206262605324",
        "label": "Choose department",
        "answer": {
            "group_id": 1,
            "label": "Marketing"
        }
    }]
}

Message

Message event contains text message to other chat users.

Request

ParameterRequiredData typeNotes
custom_idnostring
textyesstringMax. raw text size is 16 KB (one UTF-8 char like emoji 😁 can use up to 4 B); to send more, split text into several messages.
typeyesstringmessage
propertiesnoobjectProperties
postbacknoobjectIndicates that the message event was generated in response to a rich message event.
postback.idyesstringID of the postback from the rich message event.
postback.thread_idyesstringID of the thread with the rich message event.
postback.event_idyesstringID of the rich message event.
postback.typenostringShould be used together with postback.value (when one of them is present, the other is required).
postback.valuenostringShould be used together with postback.type (when one of them is present, the other is required).

Response

FieldReturnedNotes
idalways
custom_idoptionally
created_atalwaysDate & time format with a resolution of microseconds, UTC string.
typealwaysmessage
author_idalways
textalways
postbackoptionallyAppears in a message only when triggered by a rich message.
postback.idalways
postback.thread_idalways
postback.event_idalways
postback.typeoptionallyAppears only if postback.value is present.
postback.valueoptionallyAppears only if postback.type is present.
propertiesoptionallyProperties
Sample Message in response
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{
  "id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", // generated server-side
  "custom_id": "31-0C-1C-07-DB-16",
  "created_at": "2017-10-12T15:19:21.010200Z", // generated server-side
  "type": "message",
  "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c", // generated server-side
  "text": "hello there",
  "postback": {
    "id": "action_call",
    "thread_id": "K600PKZON8",
    "event_id": "75a90b82-e6a4-4ded-b3eb-cb531741ee0d",
    "type": "phone",
    "value": "790034890"
  },
  "properties": {
    // "Properties" object
  }
}

Rich message

Rich message (RM) event contains a rich message data structure. Read more about rich messages.

Request

ParameterRequiredData typeNotes
custom_idnostringYou can give your RM a custom ID.
typeyesstringEvent type: rich_message
propertiesnoobjectThe properties data structure
template_idyesstringDefines how every Rich Message will be presented. Values: cards, sticker, or quick_replies.
elementsnoarrayCan contain up to 10 element objects.
elements.titleyesstringDisplays formatted text on RMs.
elements.subtitleyesstringDisplays formatted text on RMs.
elements.imageyesimageDisplays images on RMs. Required param: url; Optional params: name, content_type, size, width, height.
elements.buttonsnoarrayDisplays buttons. Can contain up to 11 button objects.
elements.buttons.textyesstringText displayed on a button.
elements.buttons.typeyesstringDefines the behavior after a user clicks the button. Should be used together with elements.buttons.value. Possible values: webview, message, url, phone. More...
elements.buttons.valueyesstringShould be used together with elements.buttons.type.
elements.buttons.webview_heightyesstringRequired only for the webview buttontype. Possible values: compact, full, tall.
elements.buttons.postback_idyesstringA description of the sent action. Describes the action sent via send_rich_message_postback. More...
elements.buttons.user_idsyesarrayDescribes users that sent the postback with "toggled": true.

Response

FieldReturnedNotes
idalwaysGenerated server-side
custom_idoptionally
typealways
author_idalwaysGenerated server-side
created_atalwaysDate & time format with a resolution of microseconds, UTC string. Generated server-side.
propertiesoptionally
template_idalways
elementsoptionally
elements.titlealways
elements.subtitlealways
elements.imagealways
elements.buttonsoptionally
elements.buttons.textalways
elements.buttons.typealways
elements.buttons.valuealways
elements.buttons.webview_heightalwaysUnless button type is different than webview.
elements.buttons.postback_idalways
elements.buttons.user_idsalways
Sample Rich message event
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{
  "id": "0affb00a-82d6-4e07-ae61-56ba5c36f743",
  "custom_id": "31-0C-1C-07-DB-16",
  "type": "rich_message",
  "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "created_at": "2017-10-12T15:19:21.010200Z",
  "properties": {
    // "Properties" object
  },
  "template_id": "cards",
  "elements": [
    {
      "title": "Lorem ipsum dolor.",
      "subtitle": "Lorem ipsum dolor sit amet, consectetur adipiscing elit.",
      "image": {
        "name": "image25.png",
        "url": "https://example.com/image25.png",
        "content_type": "image/png",
        "size": 123444,
        "width": 640,
        "height": 480
      },
      "buttons": [
        {
          "text": "yes",
          "postback_id": "action_yes",
          "user_ids": ["b7eff798-f8df-4364-8059-649c35c9ed0c"]
        },
        {
          "text": "no",
          "postback_id": "action_no",
          "user_ids": []
        },
        {
          "type": "phone",
          "text": "value",
          "value": "790034890",
          "webview_height": "tall",
          "postback_id": "action_call",
          "user_ids": []
        }
      ]
    }
  ]
}

Custom

Custom event is an event with customizable payload.

Request

ParameterRequiredData typeNotes
custom_idnostringYou can give the event a custom ID.
typeyesstringEvent type: custom
contentnoobjectThe content you define
propertiesnoobjectThe properties data structure

Response

FieldReturnedNotes
idalwaysGenerated server-side
custom_idoptionally
typealways
author_idalwaysGenerated server-side
created_atalwaysDate & time format with a resolution of microseconds, UTC string; generated server-side
contentoptionally
propertiesoptionally
Sample Custom event
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{
  "id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", 
  "custom_id": "31-0C-1C-07-DB-16",
  "type": "custom",
  "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "created_at": "2017-10-12T15:19:21.010200Z",
  "content": {
    "custom": {
      "nested": "json"
    }
  },
  "properties": {
    // "Properties" object
  }
}

System message

System message event is a native system event sent in specific situations.

Request

ParameterRequiredData typeNotes
custom_idnostringYou can give the system message a custom ID.
typeyesstringsystem_message
textnostringText displayed to recipients
system_message_typeyesstringSystem message type
text_varsnoobjectVariables used in the text

Response

FieldReturnedNotes
idalwaysGenerated server-side
custom_idoptionally
typealways
created_atalwaysDate & time format with a resolution of microseconds, UTC string; generated server-side
textoptionally
system_message_typealways
Sample System message event
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{
  "id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", // generated server-side
  "custom_id": "31-0C-1C-07-DB-16",
  "created_at": "2017-10-12T15:19:21.010200Z", // generated server-side
  "type": "system_message",
  "text": "hello there",
  "system_message_type": "routing.assigned",
  "text_vars": {
    "agent": "John Doe"
  }
}

Users

Users are another important data structure. Within this data structure type, we can distinguish:

Customer

Sample Customer data structure
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{
  "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "type": "customer",
  "name": "John Smith",
  "email": "customer1@example.com",
  "avatar": "https://example.com/avatars/1.jpg",
  "fields": {
    "custom field name": "custom field value"
  },
  "present": true,
  "events_seen_up_to": "2017-10-12T15:19:21.010200Z"
}
FieldReq./Opt.
avataroptional
emailoptional
nameoptional
fieldsoptional

Agent

Sample Agent data structure
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{
  "id": "agent1@example.com",
  "type": "agent",
  "name": "Support Team",
  "avatar": "cdn.livechatinc.com/avatars/1.png",
  "present": true,
  "events_seen_up_to": "2017-10-12T15:19:21.010200Z"
}

Other common structures

Apart from Events and Users, there are also other common data structures you might work with. Those are:

Access

Sample Access data structure
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{
  "access": {
    "group_ids": [1, 2]
  }
}
FieldReq./Opt.Note
group_idsrequiredgroup 0 means that all agents can see it.

Chats

Sample Chat data structure
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{
  "id": "PJ0MRSHTDG",
  "users": [
    // array of "User" objects
  ],
  "threads": [
    // optional
    // "Thread" object
  ],
  "threads_summary": [
    {
      "thread_id": "K600PKZON8",
      "order": 129846129847
    },
    {
      "thread_id": "K600PKZON8",
      "order": 129846129848
    }
  ],
  "properites": {
    // "Properites" object
  },
  "access": {
    // "Access" object
  },
  "is_followed": true
}
FieldReq./Opt.Note
propertiesoptional
accessoptional

Chat summaries

Chat summary is similar to the Chat data structure. The difference is that Chat contains a thread object, while Chat summary includes last_thread_summary and last_event_per_type.

Sample Chat summary data structure
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{
  "id": "PJ0MRSHTDG",
  "users": [
    // array of "User" objects
  ],
  "last_event_per_type": {
    // last event of each type in chat
    "message": {
      "thread_id": "K600PKZON8",
      "thread_order": 3,
      "event": {
        // "Event > Message" object
      }
    },
    "system_message": {
      "thread_id": "K600PKZON6",
      "thread_order": 1,
      "event": {
        // "Event > System message" object
      }
    }
    // ...
  },
  "last_thread_summary": {
    "id": "K600PKZON8",
    "order": 3,
    "timestamp": 1473433500,
    "user_ids": ["agent1@example.com"],
    "properites": {
      // "Properites" object
    },
    "tags": ["bug_report"]
  },
  "properites": {
    // "Properites" object
  },
  "access": {
    // "Access" object
  },
  "is_followed": false
}

Filled form fields

A component of the Filled form event.

FieldRequiredData typeNotes
fieldsyesarray of objectsThe fields a form contains.
typeyesstringPossible values: checkbox, email, name, question, textarea, group_chooser, radio, select
idyesstringField id, for all field types
labelyesstringField label; for all field types
answeryesanyFor all field types
answer.idyesstringAnswer id; for all field types
answer.labelyesstringAnswer label; for all field types
answer.group_idyesnumberFor group_chooser
Response
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{
    "fields": [{
        "type": "name",
        "id": "154417206262603539",
        "label": "Your name",
        "answer": "John Doe"
    }, {
        "type": "email",
        "id": "154417206262601584",
        "label": "Your email",
        "answer": "customer1@example.com"
    }, {
        "type": "radio",
        "id": "154417206262602571",
        "label": "Chat purpose",
        "answer": {
                "id": "0",
                "label": "Support"
        }
    }, {
        "type": "checkbox",
        "id": "154417206262604640",
        "label": "Company industry",
        "answers": [{
            "id": "0"
            "label": "automotive"
        }, {
            "id": "1"
            "label": "it"
        }]
    }, {
        "type": "group_chooser",
        "id": "154417206262605324",
        "label": "Choose department",
        "answer": {
            "group_id": 1,
            "label": "Marketing"
        }
    }]
}

Properties

Properties are key-value storages. They can be set within a chat, a thread, or an event. You can read more about properties in the Configuration API document.

Sample Properties data structure
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{
  "properties": {
    "rating": {
      // <property_namespace>
      "score": {
        // <property_name>
        "value": 1 // <property_value>
      },
      "comment": {
        "value": "rated good!"
      }
    },
    "routing": {
      "idle": {
        "value": false
      }
    }
  }
}

Threads

Sample Thread data structure
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{
  "id": "K600PKZON8",
  "timestamp": 1473433500,
  "active": true,
  "user_ids": ["agent1@example.com"],
  "events": [
    // array of "Event" objects
  ],
  "order": 112057129857,
  "properties": {
    // "Properties" object
  },
  "access": {
    // "Access" object
  }
}
FieldReq./Opt.Note
accessoptional-
activerequiredPossible values: true (thread is still active) or false(thread no longer active).
eventsoptional-
propertiesoptional-

Methods

Web API actions can generate webhooks, as well as pushes. However, pushes can be delivered only in the websocket transport. If you want to be notified about emitted events with webhooks, you need to register them first.

HTTP methodThe API endpoint
POSThttps://api.livechatinc.com/v3.1/customer/action/<action>
HeaderValueNotes
Content-Typemultipart/form-data; boundary=<boundary>Valid for the upload_file method
Content-Typeapplication/jsonValid for every method except for upload_file
AuthorizationBearer <token>Customer access token. It's not the same token you would use for the Agent Chat or Configuration API. Read more...
X-RegionfraRequired for a license from Europe. More info...
X-API-VersionAPI version, for example 3.1You don't need this header if you specify API version in the URL.

Every request to Customer Chat API needs to have the following query string parameters:

Required parameterData typeNotes
license_idintegerLiveChat account ID
REQUEST
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curl -X POST \
  https://api.livechatinc.com/v3.1/customer/action?license_id=<license_id> \
  -H 'Content-Type: <content-type>' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
          // payload
      }'

Available methods

Chatsget_chats_summary get_chat_threads_summary get_chat_threads start_chat activate_chat close_thread
Eventssend_event upload_file send_rich_message_postback send_sneak_peek
Propertiesupdate_chat_properties delete_chat_properties update_chat_thread_properties delete_chat_thread_properties update_event_properties delete_event_properties
Customersupdate_customer set_customer_fields
Statusget_groups_status
Othercheck_goals get_form get_predicted_agent get_url_details mark_events_as_seen

Run in Postman

Chats

Get Chats Summary

It returns summaries of the chats a Customer participated in.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/get_chats_summary
RTM API equivalentget_chats_summary
Webhook-
Request
ParameterRequiredTypeNotes
offsetNonumberDefault: 0, maximum: 100
limitNonumberDefault: 10, maximum: 25
REQUEST
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curl -X POST \
  https://api.livechatinc.com/v3.1/customer/action/get_chats_summary?license_id=<license_id> \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{}'
Response
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{
  "request_id": "<request_id>", // optional
  "action": "get_chats_summary",
  "type": "response",
  "success": true,
  "payload": {
    "chats_summary": [
        {
            "id": "PJ0MRSHTDG",
            "order": 1575892853242000,
            "last_thread_id": "K600PKZON8",
            "last_event_per_type": {
                "message": {
                    "thread_id": "K600PKZON9",
                    "thread_order": 1,
                    "event": {
                        "id": "Q298LUVPRH_1",
                        "created_at": "2019-12-09T12:01:18.909000Z",
                        "type": "message",
                        "text": "hello world",
                        "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
                    }
                }
            },
            "users": [
                {
                    "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
                    "type": "customer",
                    "present": true
                },
                {
                    "id": "d5eff798-f8df-4364-8059-649c35c9ed0c",
                    "name": "Agent Name",
                    "type": "agent",
                    "present": true,
                    "avatar": "https://example.com/avatar.png",
                    "job_title": "Support Agent"
                }
            ],
            "access": {
                "group_ids": [0]
            },
            "properties": {
                // "Properties" object
                }
            },
            "active": true
        }
    ],
    "total_chats": 1
  }
}

Get Chat Threads Summary

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/get_chat_threads_summary
RTM API equivalentget_chat_threads_summary
Webhook-
Request
ParameterRequiredData typeNotes
chat_idYesstring
offsetNonumberDefault: 0
limitNonumberDefault: 25, maximum: 100
Response
FieldNotes
threads_summarySorted descendingly by order.
REQUEST
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curl -X POST \
  https://api.livechatinc.com/v3.1/customer/action/get_chat_threads_summary?license_id=<license_id> \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
          "chat_id": "PJ0MRSHTDG"
      }'
Response
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{
    "threads_summary": [
        {
            "id": "Q298LUVPRH",
            "order": 1,
            "total_events": 1,
            "active": true
        }
    ],
    "total_threads": 1
}

Get Chat Threads

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/get_chat_threads
RTM API equivalentget_chat_threads
Webhook-
Request
ParameterRequiredData type
chat_idYesstring
thread_idsYesarray
REQUEST
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curl -X POST \
  https://api.livechatinc.com/v3.1/customer/action/get_chat_threads?license_id=<license_id> \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "chat_id": "PJ0MRSHTDG",
      "thread_ids": ["K600PKZON8"]
      }'
Response
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{
    "chat": {
        "id": "PJ0MRSHTDG",
        "order": 1576569422,
        "threads": [
            {
                "id": "K600PKZON8",
                "active": true,
                "user_ids": [
                    "b7eff798-f8df-4364-8059-649c35c9ed0c",
                    "bbb67d600796e9f277e360e842418833"
                ],
                "events": [
                    {
                        "id": "Q20N9CKRX2_1",
                        "created_at": "2019-12-17T07:57:41.512000Z",
                        "type": "message",
                        "text": "Hello",
                        "author_id": "bbb67d600796e9f277e360e842418833"
                    }
                ],
                "order": 1,
                "properties": {
                  // "Property" object
                },
                "access": {
                    "group_ids": [0]
                }
            }
        ],
        "users": [
            {
                "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
                "type": "customer",
                "present": true
            },
            {
                "id": "bbb67d600796e9f277e360e842418833",
                "name": "Agent Name",
                "type": "agent",
                "present": true,
                "avatar": "https://example.com/avatar.jpg",
                "job_title": "Support Agent"
            }
        ],
        "access": {
            "group_ids": [0]
        },
        "properties": {
          // "Property" object
        }
    }
}

Start Chat

Starts a chat.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/start_chat
RTM API equivalentstart_chat
Webhookincoming_chat_thread
Request
ParameterRequiredData typeNotes
chatNoobject
chat.propertiesNoobjectInitial chat properties
chat.accessNoobjectChat access to set; default: all agents.
chat.threadNoobject
chat.thread.eventsNoarrayInitial chat events array
chat.thread.propertiesNoobjectInitial chat thread properties
continuousNoboolStarts chat as continuous (online group is not required); default: false.
Response
FieldData typeNotes
chat_idstring
thread_idstring
event_ids[]stringReturned only when the chat was started with initial events. Returns only the IDs of user-generated events; server-side generated events are not included in the array.
REQUEST
Copied!
curl -X POST \
  https://api.livechatinc.com/v3.1/customer/action/start_chat?license_id=<license_id> \
  -H 'Content-Type: <content-type>' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{}'
Response
Copied!
{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "PGDGHT5G"
}

Activate Chat

Used to restart an archived chat.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/activate_chat
RTM API equivalentactivate_chat
Webhookincoming_chat_thread
Request
ParameterRequiredTypeNotes
chatYesobject
chat.idYesstringID of the chat that will be activated.
chat.accessNoobjectChat access to set; default: all agents.
chat.propertiesNoobjectInitial chat properties
chat.threadNoobject
chat.thread.eventsNoarrayInitial chat events array
chat.thread.propertiesNoobjectInitial chat thread properties
continuousNoboolSets a chat to the continuous mode. When unset, leaves the mode unchanged.
Response
FieldData typeNotes
thread_idstring
event_ids[]stringReturned only when the chat was activated with initial events. Returns only the IDs of user-generated events; server-side generated events are not included in the array.
REQUEST
Copied!
curl -X POST \
  https://api.livechatinc.com/v3.1/customer/action/activate_chat?license_id=<license_id> \
  -H 'Content-Type: <content-type>' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "chat": {
            "id": "PWLW03ICW7"
          }
      }'
Response
Copied!
{
  "thread_id": "Z8AGR5OUW"
}

Close Thread

Closes the thread. Sending messages to this thread will no longer be possible.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/close_thread
RTM API equivalentclose_thread
Webhookincoming_event and thread_closed
Request
ParameterRequiredData type
chat_idYesstring
Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/close_thread?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
        "chat_id": "PWLW03ICW7"
      }'

Events

Send Event

Sends an Event object. Use this method to send a message by specifing the Message event type in the request.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/send_event
RTM API equivalentsend_event
Webhookincoming_event
Request
ParametersRequiredData typeNotes
chat_idYesstringId of the chat that you to send a message to.
eventYesobjectThe event object
attach_to_last_threadNoboolThe flag is ignored for active chats. For inactive chats: true – the event will be added to the last thread; false – the request will fail. Default: false.
REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/send_event?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -d '{
      "chat_id": "PWLW03ICW7",
      "event": {
          "type": "message",
          "text": "hello world",
          "recipients": "all"
        }
    }'
Response
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{
  "event_id": "K600PKZON8"
}

Upload File

Uploads a file to the server as a temporary file. It returns a URL that expires after 24 hours unless the URL is used in send_event.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/upload_file
RTM API equivalent-
Webhookincoming_event *

*) incoming_event returns a URL that never expires.

Request
ParameterRequiredData typeNotes
fileYesbinaryMaximum size: 10MB
REQUEST
Copied!
curl -X POST \
  https://api.livechatinc.com/v3.1/customer/action/upload_file?license_id=<license_id> \
  -H 'Authorization: Bearer <customer_access_token>' \
  -H 'Content-Type: multipart/form-data; boundary=--------------------------210197025774705439685896' \
  -H 'content-type: multipart/form-data; boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW' \
  -F file=@/Users/MyAccount/Desktop/image.png
Response
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{
  "url": "https://cdn.livechat-files.com/api/file/lc/att/8948324/45a3581b59a7295145c3825c86ec7ab3/image.png"
}

Send Rich Message Postback

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/send_rich_message_postback
RTM API equivalentsend_rich_message_postback
Webhookincoming_rich_message_postback*

*) incoming_rich_message_postback will be sent only for active threads.

Request
ParameterRequiredData typeNotes
chat_idYesstring
event_idYesstring
postbackYesobject
postback.idYesstringPostback name of the button
postback.toggledYesboolPostback toggled; true or false
thread_idYesstring
Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/send_rich_message_postback?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "chat_id": "PJ0MRSHTDG",
      "thread_id": "K600PKZON8",
      "event_id": "a0c22fdd-fb71-40b5-bfc6-a8a0bc3117f7",
      "postback": {
          "id": "Method URL_yes",
          "toggled": true
          }
      }'

Send Sneak Peek

Sends a sneak peek to a chat.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/send_sneak_peek
RTM API equivalentsend_sneak_peek
Webhook-
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat to send a sneak peek to.
sneak_peek_textYesstringSneak peek text
Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/send_sneak_peek?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
        "chat_id": "PJ0MRSHTDG",
        "sneak_peek_text": "hello world"
      }'

Properties

Update Chat Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/update_chat_properties
RTM API equivalentupdate_chat_properties
Webhookchat_properties_updated
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you to set a property for.
propertiesYesobjectChat properties to set. You should stick to the general properties format and include namespace, property name and value.
Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/update_chat_properties?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "chat_id": "PW94SJTGW6",
      "properties": {
          "bb9e5b2f1ab480e4a715977b7b1b4279": {
              "score": 10,
              "comment": "Thank you!"
              }
          }
      }'

Delete Chat Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/delete_chat_properties
RTM API equivalentdelete_chat_properties
Webhookchat_properties_deleted
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to delete properties of.
propertiesYesobjectChat properties to delete.
Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/delete_chat_properties?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "chat_id": "PW94SJTGW6",
      "properties": {
          "bb9e5b2f1ab480e4a715977b7b1b4279": [
              "score",
              "comment"
              ]
          }
      }'

Update Chat Thread Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/update_chat_thread_properties
RTM API equivalentupdate_chat_thread_properties
Webhookchat_thread_properties_updated
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to set properties for.
thread_idYesstringId of the thread you want to set properties for.
propertiesYesobjectChat properties to set.
Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/update_chat_thread_properties?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "chat_id": "PW94SJTGW6",
      "thread_id": "K600PKZON8",
      "properties": {
          "bb9e5b2f1ab480e4a715977b7b1b4279": {
              "score": 10,
              "comment": "Thank you!"
              }
          }
      }'

Delete Chat Thread Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/delete_chat_thread_properties
RTM API equivalentdelete_chat_thread_properties
Webhookchat_thread_properties_deleted
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to delete the properties of.
thread_idYesstringId of the thread you want to delete the properties of.
propertiesYesobjectChat thread properties to delete.
Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/delete_chat_thread_properties?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "chat_id": "PW94SJTGW6",
      "thread_id": "K600PKZON8",
      "properties": {
          "bb9e5b2f1ab480e4a715977b7b1b4279": [
              "score",
              "comment"
              ]
          }
      }'

Update Event Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/update_event_properties
RTM API equivalentupdate_event_properties
Webhookevent_properties_updated
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to set properties for.
thread_idYesstringId of the thread you want to set properties for.
event_idYesstringId of the event you want to set properties for.
propertiesYesobjectChat properties to set. You should stick to the general properties format and include namespace, property name and value.
Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/update_event_properties?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "chat_id": "PW94SJTGW6",
      "thread_id": "K600PKZON8",
      "event_id": "2_EW2WQSA8",
      "properties": {
          "bb9e5b2f1ab480e4a715977b7b1b4279": {
              "score": 10,
              "comment": "Thank you!"
              }
          }
      }'

Delete Event Properties

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/delete_event_properties
RTM API equivalentdelete_event_properties
Webhookevent_properties_deleted
Request
ParameterRequiredData typeNotes
chat_idYesstringId of the chat you want to delete the properties of.
thread_idYesstringId of the thread you want to delete the properties of.
event_idYesstringId of the event you want to delete the properties of.
propertiesYesobjectEvent properties to delete. You should stick to the general properties format and include namespace, property name and value.
Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/delete_event_properties?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "chat_id": "PWLW03ICW7",
      "thread_id": "PWNWW5N6A8",
      "event_id": "PWNWW5N6A8_1",
      "properties": {
          "rating": [
              "score",
              "comment"
            ]
        }
    }'

Customers

Update Customer

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/update_customer
RTM API equivalentupdate_customer
Webhook-
Request
ParameterRequiredData typeNotes
nameNostring
emailNostring
avatarNostringThe URL of the Customer's avatar
fieldsNoobjectkey: value format

At least one optional parameter needs to be included in the request.

Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/update_customer?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "name": "John Doe"
      }'

Set Customer Fields

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/set_customer_fields
RTM API equivalentset_customer_fields
Webhook-
Request
ParameterRequiredData typeNotes
fieldsYesobjectkey:value format

Users Agent and referrer are updated by default using the browser’s headers.

Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/set_customer_fields?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "fields": {
            "company_size": "10-100"
            }
      }'

Status

Get Groups Status

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/get_groups_status
RTM API equivalentget_groups_status
Webhook-
Request
ParameterRequiredData typeNotes
allNoboolIf set to true, you will get statuses of all the groups.
groupsNoarrayA table of groups' IDs

One of the optional parameters needs to be included in the request.

Response

No response payload (200 OK).

Response
Group Not FoundIf you send group_id of a group that doesn't exists, the id won't be included in the resposne.
REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/get_groups_status?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "all": true
      }'
Response
Copied!
{
  "groups_status": {
    //1,2,3 are group ids, online/offline/online_for_queue are statuses of the groups

    1: "online",
    2: "offline",
    3: "online_for_queue"
  }
}

Other

Check Goals

Customer can use this method to trigger checking if goals were achieved. Then, Agents receive the information. You should call this method to provide goals parameters for the server when the customers limit is reached. Works only for offline Customers.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/check_goals
RTM API equivalent-
Webhook-
Request
ParameterRequiredData typeNotes
customer_fieldsYesobjectkey:value format
group_idYesnumber
page_urlYesstring
Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/check_goals?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
        "page_url": "https://mypage.com",
        "customer_fields": {
            "field1": "value1"
          },
        "group_id": 0
}'

Get Form

Returns an empty ticket form of a prechat or postchat survey.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/get_form
RTM API equivalentget_form
Webhook-
Request
ParameterRequiredData typeNotes
group_idYesnumberId of the group from which you want the form.
typeYesstringForm type; possible values: prechat or postchat
Response
FieldNotes
enabledIf enabled: false, the form object is not returned. Prechat/postchat survey disabled in the LiveChat Agent App UI.
formThe form object
REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/get_form?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "group_id": 0,
          "type": "prechat"
      }'
Response
Copied!
{
  "form": {
    "id": "156630109416307809",
    "fields": [
      {
        "id": "15663010941630615",
        "type": "header",
        "label": "Welcome to our LiveChat! Please fill in the form below before starting the chat."
      },
      {
        "id": "156630109416307759",
        "type": "name",
        "label": "Name:",
        "required": false
      },
      {
        "id": "15663010941630515",
        "type": "email",
        "label": "E-mail:",
        "required": false
      }
    ]
  },
  "enabled": true
}

Get Predicted Agent

Gets the predicted Agent - the one the Customer will chat with when the chat starts. To use this method, the Customer needs to be logged in, which can be done via the login method.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/get_predicted_agent
RTM API equivalentget_predicted_agent
Webhook-
REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/get_predicted_agent?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{}'
Response
Copied!
{
  "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "name": "Name",
  "avatar": "https://example.avatar/example.com",
  "is_bot": false,
  "job_title": "support hero",
  "type": "agent"
}

Get URL Details

It returns the info on a given URL.

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/get_url_details
RTM API equivalentget_url_details
Webhook-
Request
ParameterRequiredData typeNotes
urlYesstringValid website URL
REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/get_url_details?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "url": "https://livechatinc.com"
      }'
Response
Copied!
{
  "title": "LiveChat | Live Chat Software and Help Desk Software",
  "description": "LiveChat - premium live chat software and help desk software for business. Over 24 000 companies from 150 countries use LiveChat. Try now, chat for free!",
  "image_url": "s3.eu-central-1.amazonaws.com/labs-fraa-livechat-thumbnails/96979c3552cf3fa4ae326086a3048d9354c27324.png",
  "image_width": 200,
  "image_height": 200,
  "url": "https://livechatinc.com"
}

Mark Events As Seen

Specifics
Method URLhttps://api.livechatinc.com/v3.1/customer/action/mark_events_as_seen
RTM API equivalentmark_events_as_seen
Webhookevents_marked_as_seen
Request
ParameterRequiredData typeNotes
chat_idYesstring
seen_up_toYesstringRFC 3339 date-time format
Response

No response payload (200 OK).

REQUEST
Copied!
curl -X POST \
  'https://api.livechatinc.com/v3.1/customer/action/mark_events_as_seen?license_id=<license_id>' \
  -H 'Content-Type: application/json' \
  -H 'Authorization: Bearer <customer_access_token>' \
  -d '{
      "chat_id": "PJ0MRSHTDG",
      "seen_up_to": "2017-10-12T15:19:21.010200Z"
      }'

Webhooks

Here's what you need to know about webhooks:

  • Webhooks notify you when specific events occur.
  • They can be generated by both Web and RTM API actions.
  • When using RTM API, you can be also notified about events with pushes.
  • Webhooks and pushes have similar payloads.
See webhook methodsSee webhook payloads

Errors

General error format
Copied!
{
  "error": {
    "type": "misdirected_request",
    "message": "Wrong region",
    "data": {
      // optional
      "region": "dal"
    }
  }
}

Possible errors

Error typeDefault messageDescription
authenticationAuthentication errorAn invalid or expired access token.
authorizationAuthorization errorUser is not allowed to perform the action.
customer_bannedCustomer is bannedThe customer had been banned.
entity_too_largeUpload limit exceeded (10MB).Client's request is too large.
greeting_not_foundGreeting not found
group_not_foundGroup not found
group_offlineGroup is offlineThrown in response to Get Predicted Agent.
group_unavailableNo agent available for groupThrown in response to Get Predicted Agent. The group is online, but there are no available Agents.
groups_offlineGroups offline
internalInternal server error
license_expiredLicense expiredThe end of license trial or subcription.
license_not_foundLicense not foundLicense with the specified ID doesn't exist.
misdirected_requestWrong regionClient's request should be performed to another region. The correct region is returned in the optional data object. It helps to figure out where the client should be connected.
request_timeoutRequest timed outTimeout threshold is 15 seconds.
too_many_requestsToo many requestsThe request's rate limit was exceeded. It'll be unblocked automatically after some time.
unsupported_versionUnsupported versionUnsupported protocol version.
validationWrong format of request
wrong_product_versionWrong product versionLicense is not LiveChat 3 (probably still LiveChat 2).

Contact us

If you found a bug or a typo, you can let us know directly on GitHub. In case of any questions or feedback, don't hesitate to contact us at developers@livechat.com. We'll be happy to hear from you!