RTM API Reference

Introduction

Versioning

This document describes the Customer Chat Real-Time Messaging API v3.4. This is the developer preview version that provides a preview of the upcoming changes to the API. It's not open to public use. However, if you want to test some features, contact us at developers@livechat.com or ask on the chat, and we'll give you access.

What is RTM API

Real-Time Messaging API (RTM API) is based on a websocket-like connection. Client can send a request message that results in getting a response message. It's also possible to get push messages.

When to use RTM API

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

Real-Time Messaging API allows for building stateful integrations that require logging in and maintaining the connection. Since connection maintenance is required, the implementation might be more challenging than with Web API.

Customer Chat RTM API enables communication in real time. It supports pushes like sneak peek, typing indicator, and other. Web API doesn’t have equivalent webhooks, which means you won't be informed about certain events using Web API.

Also, the RTM API will be a better choice if you want to avoid time delays or presume significant traffic.

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

Access

The basics on authorization and server pinging in the Customer Chat RTM API.

Authorization

Customer authorization is handled with access tokens. Find out how to get an access token from Customer authorization flow. You need to authorize within 30 seconds from establishing the connection. Otherwise, the connection will be closed. Given that the connection is continuosly maintained, you only need to authorize once.

Server pinging

After successful authorization, the client needs to ping the server every 15 seconds. Otherwise, the connection will be closed after about 30 seconds of inactivity. Until authorization is completed, ping is a no-op.

Use one of these 2 ways of pinging the server:

Protocol message with the ping action

For web applications and backend integrations (e.g. in Python, Go). Send the following request every 15 seconds:

{
  "action": "ping",
  "payload": {}
}

After pinging the server, the client will receive a response with the ping action. Thanks to that, the client can make sure the connection is still alive.

The control frame ping in the websocket protocol

For backend integrations; unavailable in web browsers. Read more about the control frame ping.

Data centers

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

For backend applications, you can specify the region in the request header. The mechanism is the same as in Customer Chat Web API reference. It doesn't work for frontend applications, though. Instead, frontend apps connect to a region different than the default one by specifying the region suffix in the URL.

fra: wss://api-fra.livechatinc.com/v3.4/customer/rtm/ws

dal: wss://api.livechatinc.com/v3.4/customer/rtm/ws

Pagination

Pagination is a mechanism that allows splitting the database output into more manageable chunks of data. Based on the limit and sort order parameters, pagination is able to decide how many records will be returned at once and whether it should fetch the oldest or the latest data first.

Any filters that could be applied should be provided in first pagination request. In the response, you'll get the next_page_id and previous_page_id parameters. You should make the subsequent request using one of these parameters as page_id, depending on the direction of iteration: forward or backward.

The filters, limit, and sort_order parameters can't be provided along with page_id.

💡 The maximum duration of the page_id parameter before it expires is one month.

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 an uploaded file.

Request

Parameter	Required	Data type	Notes
`custom_id`	no	`string`
`type`	yes	`string`	`file`
`properties`	no	`object`	Properties
`url`	yes	`string`	Has to point to the LiveChat CDN. It's recommended to use the URL returned by `upload_file`.
`alternative_text`	no	`string`	Only applicable to images

Response

Field	Returned	Notes
`id`	always
`custom_id`	optionally
`created_at`	always	Date & time format with a resolution of microseconds, `UTC string`.
`type`	always
`author_id`	always
`properties`	optionally
`name`	always
`url`	always
`thumbnail_url`, `thumbnail2x_url`	only for images
`content_type`	always
`size`, `width`, `height`	only for images
`alternative_text`	only for images

Sample File in response

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{
	"id": "0affb00a-82d6-4e07-ae61-56ba5c36f743",
	"custom_id": "31-0C-1C-07-DB-16",
	"created_at": "2017-10-12T15:19:21.010200Z",
	"type": "file",
	"author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
	"properties": {
		"property_namespace": {
			"property_name": "property_value"
		}
	},
	"name": "image25.png",
	"url": "https://example.com/image25.png",
	"thumbnail_url": "https://example.com/thumbnail.png",
	"thumbnail2x_url": "https://example.com/thumbnail2x.png",
	"content_type": "image/png",
	"size": 123444,
	"width": 640,
	"height": 480,
	"alternative_text": "A sample image"
}

Form

The Form event contains an empty form to be sent in the chat. It doesn't matter how the form is configured or what fields it has – it can be any event of type form.

Request

Field	Required	Data type	Notes
`custom_id`	no	`string`
`type`	yes	`string`	`form`
`properties`	no	`object`	Properties
`form_id`	yes	`string`
`fields`	yes	`array`	The fields a form contains. See form fields for details.

Response

Field	Returned	Notes
`id`	always
`custom_id`	optionally
`created_at`	always	Date & time format with a resolution of microseconds, `UTC string`.
`type`	always
`author_id`	optionally	If form is generated by `system`, then this field is omitted.
`properties`	optionally
`form_id`	always
`form_type`	optionally	The most popular form types include: `prechat`, `postchat`, `ask_for_email`, but those aren’t the only possible options. If you don’t see this field in a chat, it means that chat had been started before we introduced this field (see Changelog).
`fields`	always	An array of form fields

Sample Form in response

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{
	"id": "157986144052005549",
	"fields": [
		{
			"id": "157986144052003238",
			"type": "header",
			"label": "Welcome to our LiveChat! Please fill in the form below before starting the chat."
		},
		{
			"id": "157986144052008371",
			"type": "name",
			"label": "Name:",
			"required": false
		},
		{
			"id": "157986144052005782",
			"type": "email",
			"label": "E-mail:",
			"required": false
		},
		{
			"id": "157986144052009331",
			"type": "group_chooser",
			"label": "Choose a department:",
			"required": true,
			"options": [
				{
					"id": "0",
					"group_id": 1,
					"label": "Marketing"
				},
				{
					"id": "1",
					"group_id": 2,
					"label": "Sales"
				},
				{
					"id": "2",
					"group_id": 0,
					"label": "General"
				}
			]
		}
	]
}

Filled form

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

Request

Field	Required	Data type	Notes
`custom_id`	no	`string`
`type`	yes	`string`	`filled_form`
`recipients`	yes	`string`	Possible values: `all` (default), `agents`
`properties`	no	`object`	Properties
`form_id`	yes	`string`
`fields`	yes	`array`	The fields a form contains. See filled form fields for details.

Response

Field	Returned	Notes
`id`	always
`custom_id`	optionally
`created_at`	always	Date & time format with a resolution of microseconds, `UTC string`.
`type`	always
`author_id`	always
`properties`	optionally
`form_id`	always
`form_type`	optionally	The most popular form types include: `prechat`, `postchat`, `ask_for_email`, but those aren’t the only possible options. If you don’t see this field in a chat, it means that chat had been started before we introduced this field (see Changelog).
`fields`	always	The fields a form contains. See filled form fields for details.

Sample Filled form in response

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{
	"id": "0affb00a-82d6-4e07-ae61-56ba5c36f743",
	"custom_id": "31-0C-1C-07-DB-16",
	"created_at": "2017-10-12T15:19:21.010200Z",
	"type": "filled_form",
	"author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
	"properties": {
		"property_namespace": {
			"property_name": "property_value"
		}
	},
	"form_id": "1473433500211",
	"fields": [
		{
			"type": "name",
			"id": "154417206262603539",
			"label": "Your name",
			"answer": "Thomas Anderson"
		},
		{
			"type": "email",
			"id": "154417206262601584",
			"label": "Your email",
			"answer": "t.anderson@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": {
				"id": "2",
				"group_id": 1,
				"label": "Marketing"
			}
		}
	]
}

Message

The Message event contains text message to other chat users.

Request

Parameter	Required	Data type	Notes
`custom_id`	no	`string`
`text`	yes	`string`	Max. 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.
`type`	yes	`string`	`message`
`properties`	no	`object`	Properties
`postback`	no	`object`	Indicates that the message event was generated in response to a rich message event.
`postback.id`	yes	`string`	ID of the postback from the rich message event.
`postback.thread_id`	yes	`string`	ID of the thread with the rich message event.
`postback.event_id`	yes	`string`	ID of the rich message event.
`postback.type`	no	`string`	Should be used together with `postback.value` (when one of them is present, the other is required).
`postback.value`	no	`string`	Should be used together with `postback.type` (when one of them is present, the other is required).

Response

Field	Returned	Notes
`id`	always
`custom_id`	optionally
`created_at`	always	Date & time format with a resolution of microseconds, `UTC string`.
`type`	always	`message`
`author_id`	always
`text`	always
`postback`	optionally	Appears in a message only when triggered by a rich message.
`postback.id`	always
`postback.thread_id`	always
`postback.event_id`	always
`postback.type`	optionally	Appears only if `postback.value` is present.
`postback.value`	optionally	Appears only if `postback.type` is present.
`properties`	optionally	Properties

Sample Rich message in response

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{
	"id": "0affb00a-82d6-4e07-ae61-56ba5c36f743",
	"custom_id": "31-0C-1C-07-DB-16",
	"created_at": "2017-10-12T15:19:21.010200Z",
	"type": "message",
	"author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
	"text": "hello there",
	"postback": {
		"id": "action_call",
		"thread_id": "K600PKZON8",
		"event_id": "75a90b82-e6a4-4ded-b3eb-cb531741ee0d",
		"type": "phone",
		"value": "790034890"
	},
	"properties": {
		"property_namespace": {
			"property_name": "property_value"
		}
	}
}

Rich message

Rich message event contains rich message data structure. Read more in a document dedicated to Rich messages.

Request

Parameter	Required	Data type	Notes
`custom_id`	no	`string`	You can give your RM a custom ID.
`type`	yes	`string`	Event type: `rich_message`
`properties`	no	`object`	The properties data structure
`template_id`	yes	`string`	Defines how every Rich Message will be presented. Values: `cards`, `sticker`, or `quick_replies`.
`elements`	no	`array`	Can contain up to 10 `element` objects.
`elements.title`	yes	`string`	Displays formatted text on RMs.
`elements.subtitle`	yes	`string`	Displays formatted text on RMs.
`elements.image`	yes	`image`	Displays images on RMs. Required param: `url`; Optional params: `name`, `content_type`, `size`, `width`, `height`, `alternative_text`.
`elements.buttons`	no	`array`	Displays buttons. Can contain up to 13 `button` objects.
`elements.buttons.text`	yes	`string`	Text displayed on a button.
`elements.buttons.type`	yes	`string`	Defines 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.value`	yes	`string`	Should be used together with `elements.buttons.type`. You can use this field to give the rich message of a `webview` type (a Moment) a custom title. More...
`elements.buttons.webview_height`	yes	`string`	Required only for the `webview` button`type`. Possible values: `compact`, `full`, `tall`.
`elements.buttons.postback_id`	yes	`string`	A description of the sent action. Describes the action sent via `send_rich_message_postback`. More...
`elements.buttons.user_ids`	yes	`array`	Describes users that sent the postback with `"toggled": true`.
`elements.buttons.target`	no	`string`	Should be used for the `url` button `type`. Specifies if the URL should open in the current or a new tab. Possible values: `new`, `current`.

Response

Field	Returned	Notes
`id`	always	Generated server-side
`custom_id`	optionally
`type`	always
`author_id`	always	Generated server-side
`created_at`	always	Date & time format with a resolution of microseconds, `UTC string`. Generated server-side.
`properties`	optionally
`template_id`	always
`elements`	optionally
`elements.title`	always
`elements.subtitle`	always
`elements.image`	always
`elements.buttons`	optionally
`elements.buttons.text`	always
`elements.buttons.type`	always
`elements.buttons.value`	always
`elements.buttons.webview_height`	always	Unless button `type` is different than `webview`.
`elements.buttons.postback_id`	always
`elements.buttons.user_ids`	always
`elements.buttons.target`	optionally

Sample Rich message in response

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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": {
		"property_namespace": {
			"property_name": "property_value"
		}
	},
	"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,
				"alternative_text": "A picture of lorem ipsum"
			},
			"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": [],
					"target": "current"
				}
			]
		}
	]
}

Custom

Custom event is an event with customizable payload.

Request

Parameter	Required	Data type	Notes
`custom_id`	no	`string`	You can give the event a custom ID.
`type`	yes	`string`	Event type: `custom`
`content`	no	`object`	The content you define
`properties`	no	`object`	The properties data structure

Response

Field	Returned	Notes
`id`	always	Generated server-side
`custom_id`	optionally
`type`	always
`author_id`	always	Generated server-side
`created_at`	always	Date & time format with a resolution of microseconds, `UTC string`; generated server-side
`content`	optionally
`properties`	optionally

Sample Custom event in response

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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": {
		"property_namespace": {
			"property_name": "property_value"
		}
	}
}

System message

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

Request

Parameter	Required	Data type	Notes
`custom_id`	no	`string`	You can give the system message a custom ID.
`type`	yes	`string`	`system_message`
`text`	no	`string`	Text displayed to recipients
`system_message_type`	yes	`string`	System message type
`text_vars`	no	`object`	Variables used in the text

Response

Field	Returned	Notes
`id`	always	Generated server-side
`custom_id`	optionally
`type`	always
`created_at`	always	Date & time format with a resolution of microseconds, `UTC string`; generated server-side
`text`	optionally
`system_message_type`	always

Sample System message in response

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{
	"id": "0affb00a-82d6-4e07-ae61-56ba5c36f743",
	"custom_id": "31-0C-1C-07-DB-16",
	"created_at": "2017-10-12T15:19:21.010200Z",
	"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": "Thomas Anderson",
	"email": "t.anderson@example.com",
	"email_verified": false,
	"avatar": "https://example.com/avatar.png",
	"session_fields": [
		{
			"custom_key": "custom_value"
		},
		{
			"another_custom_key": "another_custom_value"
		}
	],
	"present": true,
	"events_seen_up_to": "2017-10-12T15:19:21.010200Z"
}

Field	Req./Opt.
`avatar`	optional
`email`	optional
`email_verified`	optional	Specifies if the customer confirmed their email address. See Request Email Verification.
`name`	optional
`session_fields`	optional	An array of custom object-enclosed `key:value` pairs. Available for the session duration.
`events_seen_up_to`	optional	RFC 3339 datetime string; the timestamp of the most recent event seen by the Customer—all the previous events are considered seen.

Agent

Sample Agent data structure

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{
	"id": "b5657aff34dd32e198160d54666df9d8",
	"type": "agent",
	"name": "Agent Smith",
	"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
		]
	}
}

Field	Req./Opt.	Note
`group_ids`	required	`group 0` means that all agents can see it.

Chats

Sample Chat data structure

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{
	"id": "PJ0MRSHTDG",
	"threads": [
		{
			"id": "QA1B38GHGI",
			"created_at": "2020-05-07T07:11:28.288340Z",
			"active": false,
			"user_ids": [
				"bbb67d600796e9f277e360e842418833",
				"b7eff798-f8df-4364-8059-649c35c9ed0c"
			],
			"events": [
				{
					"id": "QA1B38GHGI_1",
					"created_at": "2020-05-14T07:22:40.269000Z",
					"type": "message",
					"properties": {
						"source": {
							"client_id": "0805e283233042b37f460ed8fbf22160"
						}
					},
					"text": "hello",
					"author_id": "bbb67d600796e9f277e360e842418833",
					"custom_id": "1589440960204.71699349177"
				},
				{
					"id": "QA1B38GHGI_3",
					"created_at": "2020-05-14T08:18:44.015000Z",
					"type": "system_message",
					"text": "The chat was closed because Agent Smith had lost internet connection",
					"system_message_type": "routing.archived_disconnected",
					"text_vars": {
						"agent": "Agent Smith"
					}
				}
			],
			"properites": {
				"property_namespace": {
					"property_name": "property_value"
				}
			},
			"access": {
				"group_ids": [
					0
				]
			},
			"previous_thread_id": "K600PKZOM8",
			"next_thread_id": "K600PKZOO8"
		}
	],
	"users": [
		{
			"id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
			"type": "customer",
			"present": true
		},
		{
			"id": "bbb67d600796e9f277e360e842418833",
			"name": "Agent Smith",
			"events_seen_up_to": "2020-05-14T07:22:37.287496Z",
			"type": "agent",
			"present": false,
			"avatar": "https://cdn.livechatinc.com/cloud/?uri=https://livechat.s3.amazonaws.com/default/avatars/a7.png",
			"job_title": "Support Agent"
		}
	],
	"access": {
		"group_ids": [
			0
		]
	},
	"properites": {
		"property_namespace": {
			"property_name": "property_value"
		}
	}
}

Field	Req./Opt.
`properties`	optional
`access`	optional

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_event_per_type.

Sample Chat summary data structure

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{
	"id": "PJ0MRSHTDG",
	"last_thread_id": "QA1B38GHGI",
	"last_thread_created_at": "2020-05-08T08:22:21.128420Z",
	"users": [
		{
			"id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
			"type": "customer",
			"present": true
		},
		{
			"id": "bbb67d600796e9f277e360e842418833",
			"name": "Agent Smith",
			"events_seen_up_to": "2020-05-14T07:22:37.287496Z",
			"type": "agent",
			"present": false,
			"avatar": "https://cdn.livechatinc.com/cloud/?uri=https://livechat.s3.amazonaws.com/default/avatars/a7.png",
			"job_title": "Support Agent"
		}
	],
	"last_event_per_type": {
		"message": {
			"thread_id": "QA1B38GHGI",
			"thread_order": 1,
			"thread_created_at": "2020-05-14T07:22:30.779000Z",
			"event": {
				"id": "QA1B38GHGI_1",
				"created_at": "2020-05-14T07:22:40.269000Z",
				"type": "message",
				"properties": {
					"property_namespace": {
						"property_name": "property_value"
					}
				},
				"text": "Hello",
				"author_id": "bbb67d600796e9f277e360e842418833",
				"custom_id": "1589440960204.71699349177"
			}
		},
		"system_message": {
			"thread_id": "QA1B38GHGI",
			"thread_order": 1,
			"thread_created_at": "2020-05-14T07:22:30.779000Z",
			"event": {
				"id": "QA1B38GHGI_3",
				"created_at": "2020-05-14T08:18:44.015000Z",
				"type": "system_message",
				"text": "The chat was closed because Agent Smith had lost internet connection",
				"system_message_type": "routing.archived_disconnected",
				"text_vars": {
					"agent": "Agent Smith"
				}
			}
		}
	},
	"properites": {
		"property_namespace": {
			"property_name": "property_value"
		}
	},
	"access": {
		"group_ids": [
			0
		]
	},
	"active": false
}

Forms

A template of a prechat, postchat, or a ticket form.

Sample Form data structure

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{
	"id": "157986144052005549",
	"fields": [
		{
			"id": "157986144052003238",
			"type": "header",
			"label": "Welcome to our LiveChat! Please fill in the form below before starting the chat."
		},
		{
			"id": "157986144052008371",
			"type": "name",
			"label": "Name:",
			"required": false
		},
		{
			"id": "157986144052005782",
			"type": "email",
			"label": "E-mail:",
			"required": false
		},
		{
			"id": "157986144052009331",
			"type": "group_chooser",
			"label": "Choose a department:",
			"required": true,
			"options": [
				{
					"id": "0",
					"group_id": 1,
					"label": "Marketing"
				},
				{
					"id": "1",
					"group_id": 2,
					"label": "Sales"
				},
				{
					"id": "2",
					"group_id": 0,
					"label": "General"
				}
			]
		}
	]
}

Field	Required	Data type	Notes
`id`	no	`string`	Form ID
`fields`	yes	`array of objects`	The fields a form contains
`fields.type`	yes	`string`	Possible values: `header`, `checkbox`, `email`, `name`, `question`, `subject`, `textarea`, `group_chooser`, `radio`, `select`
`fields.id`	no	`string`	Field ID, for all field types
`fields.label`	yes	`string`	Field label, for all field types
`fields.required`	no	`bool`	Determines whether the answer for given field is required, for all field types except `header`
`fields.options`	no	`array of objects`	For `checkbox`, `group_chooser`, `radio` and `select`
`fields.options.id`	yes	`string`	An identifier of each option a Customer can choose
`fields.options.label`	yes	`string`	Answer label
`fields.options.group_id`	yes	`number`	For `group_chooser`

Form fields

A component of the Form event.

Sample Form fields

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{
	"fields": [
		{
			"type": "name",
			"id": "154417206262603539",
			"label": "Your name"
		},
		{
			"type": "email",
			"id": "154417206262601584",
			"label": "Your email"
		},
		{
			"type": "radio",
			"id": "154417206262602571",
			"label": "Chat purpose"
		},
		{
			"type": "checkbox",
			"id": "154417206262604640",
			"label": "Company industry"
		},
		{
			"type": "group_chooser",
			"id": "154417206262605324",
			"label": "Choose department"
		}
	]
}

Field	Required	Data type	Notes
`fields`	yes	`array of objects`	The fields a form contains.
`type`	yes	`string`	Possible values: `checkbox`, `email`, `name`, `question`, `subject`, `textarea`, `group_chooser`, `radio`, `select`
`id`	yes	`string`	Field id, for all field types
`label`	yes	`string`	Field label; for all field types

Filled form fields

A component of the Filled form event.

Sample Form fields

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{
	"fields": [
		{
			"type": "name",
			"id": "154417206262603539",
			"label": "Your name",
			"answer": "Thomas Anderson"
		},
		{
			"type": "email",
			"id": "154417206262601584",
			"label": "Your email",
			"answer": "t.anderson@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": {
				"id": "2",
				"group_id": 1,
				"label": "Marketing"
			}
		}
	]
}

Field	Required	Data type	Notes
`fields`	yes	`array of objects`	The fields a form contains.
`type`	yes	`string`	Possible values: `checkbox`, `email`, `name`, `question`, `subject`, `textarea`, `group_chooser`, `radio`, `select`
`id`	yes	`string`	Field id, for all field types
`label`	yes	`string`	Field label; for all field types
`answer`	yes	`any`	For all field types
`answer.id`	yes	`string`	An identifier of each option a Customer can choose. For all field types.
`answer.label`	yes	`string`	Answer label; for all field types
`answer.group_id`	yes	`number`	For `group_chooser`

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": {
		"0805e283233042b37f460ed8fbf22160": {
			"string_property": "string value"
		}
	}
}

Threads

Sample Thread data structure

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{
	"id": "K600PKZON8",
	"active": true,
	"user_ids": [
		"b7eff798-f8df-4364-8059-649c35c9ed0c"
	],
	"events": [
		{
			"id": "QA1B38GHGI_1",
			"created_at": "2020-05-14T07:22:40.269000Z",
			"type": "message",
			"properties": {
				"property_namespace": {
					"property_name": "property_value"
				}
			},
			"text": "hello",
			"author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
			"custom_id": "1589440960204.71699349177"
		}
	],
	"properties": {
		"property_namespace": {
			"property_name": "property_value"
		}
	},
	"access": {
		"group_ids": [
			0
		]
	},
	"queue": {
		"position": 42,
		"wait_time": 1337,
		"queued_at": "2020-05-07T07:11:28.288340Z"
	},
	"previous_thread_id": "K600PKZOM8",
	"next_thread_id": "K600PKZOO8",
	"created_at": "2020-05-07T07:11:28.288340Z"
}

Field	Req./Opt.	Note
`access`	optional
`active`	required	Possible values: `true` (thread is still active) or `false`(thread no longer active).
`events`	optional
`properties`	optional
`queue`	optional	Present only if the chat is in the queue. The wait time for an available agent is approximated in seconds.
`previous_thread_id`	optional	Present only if there is a preceding thread.
`next_thread_id`	optional	Present only if there is a following thread.
`created_at`	required	Date & time format with a resolution of microseconds, `UTC string`. Generated server-side.

Methods

The API endpoint
`wss://api.livechatinc.com/v3.4/customer/rtm/ws`

When connecting to the Customer Chat RTM API, clients have to send over the required query string parameters.

Required parameter	Data type	Notes
`license_id`	`integer`	LiveChat account ID

Available methods


Chats	`list_chats` `list_threads` `get_chat` `start_chat` `resume_chat` `deactivate_chat`
Events	`send_event` `send_rich_message_postback` `send_sneak_peek`
Properties	`update_chat_properties` `delete_chat_properties` `update_thread_properties` `delete_thread_properties` `update_event_properties` `delete_event_properties`
Customers	`update_customer` `update_customer_page` `set_customer_session_fields` `get_customer`
Status	`login` `list_group_statuses`
Other	`get_form` `get_predicted_agent` `get_url_info` `mark_events_as_seen` `accept_greeting` `cancel_greeting`

GENERAL RTM API REQUEST FORMAT

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{
  "version": "<api_version>", // optional, defaults to the version of the RTM connection; versions lower than the version of the RTM connection are prohibited
  "request_id": "<request_id>", // optional
  "action": "<action>",
  "payload": {
  // optional
  }
}

GENERAL RTM API RESPONSE FORMAT

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{
  "request_id": "<request_id>", // optional
  "action": "<action>",
  "type": "response",
  "success": true,
  "payload": {
  // optional
  }
}

Chats

List Chats

It returns summaries of the chats a Customer participated in.


Action	`list_chats`
Web API equivalent	`list_chats`
Push message	-

Parameter	Required	Type	Notes
`limit`	No	`number`	Default: 10, maximum: 25
`sort_order`	No	`string`	Possible values: `asc`, `desc` (default). Chat summaries are sorted by the creation date of its last thread.
`page_id`	No	`string`

Field	Data type	Notes
`total_chats`	`number`	An estimated number. The real number of found chats can slightly differ.
`next_page_id`	`string`	In relation to `page_id` specified in the request. Appears in the response only when there's the next page.
`previous_page_id`	`string`	In relation to `page_id` specified in the request. Appears in the response only when there's the previous page.
`chats_summary`	`array`	Array of Chat summary data structures.


Action	`list_threads`
Web API equivalent	`list_threads`
Push message	-

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`
`sort_order`	No	`string`	Possible values: `asc` - oldest threads first and `desc` - newest threads first (default).
`limit`	No	`number`	Default: 3, maximum: 100
`page_id`	No	`string`
`min_events_count`	No	`number`	Range: 1-100; Specifies the minimum number of events to be returned in the response. It's the total number of events, so they can come from more than one thread. You'll get as many latest threads as needed to meet the `min_events_count` condition.


Action	`get_chat`
Web API equivalent	`get_chat`
Push message	-

Parameter	Required	Data type
`chat_id`	Yes	`string`
`thread_id`	No	`string`	Default: the latest thread (if exists)


Action	`start_chat`
Web API equivalent	`start_chat`
Push message	`incoming_chat`

Parameter	Required	Data type	Notes
`chat`	No	`object`
`chat.properties`	No	`object`	Initial chat properties
`chat.access`	No	`object`	Chat access to set, default: all agents.
`chat.users`	No	`array`	List of existing users. Only one user is allowed (type `customer`).
`chat.thread`	No	`object`
`chat.thread.events`	No	`array`	Initial chat events array
`chat.thread.properties`	No	`object`	Initial thread properties
`active`	No	`bool`	When set to `false`, creates an inactive thread; default: `true`.
`continuous`	No	`bool`	Starts chat as continuous (online group is not required); default: `false`.


Action	`resume_chat`
Web API equivalent	`resume_chat`
Push message	`incoming_chat`

Parameter	Required	Type	Notes
`chat`	Yes	`object`
`chat.id`	Yes	`string`	The ID of the chat that will be resumed.
`chat.access`	No	`object`	Chat access to set, default: all agents.
`chat.properties`	No	`object`	Initial chat properties
`chat.thread`	No	`object`
`chat.thread.events`	No	`array`	Initial chat events array
`chat.thread.properties`	No	`object`	Initial thread properties
`active`	No	`bool`	When set to `false`, creates an inactive thread; default: `true`.
`continuous`	No	`bool`	Sets a chat to the continuous mode. When unset, leaves the mode unchanged.

Field	Data type	Notes
`thread_id`	`string`
`event_ids`	`[]string`	Returned only when the chat was resumed with initial events. Returns only the IDs of user-generated events; server-side generated events are not included in the array.


Action	`deactivate_chat`
Web API equivalent	`deactivate_chat`
Push message	`incoming_event` and `chat_deactivated`


Action	`send_event`
Web API equivalent	`send_event`
Push message	`incoming_event`

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`	Id of the chat you want to send the message to.
`event`	Yes	`object`	The Event object
`attach_to_last_thread`	No	`bool`	The 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`.


Action	`send_rich_message_postback`
Web API equivalent	`send_rich_message_postback`
Push message	`incoming_rich_message_postback`*

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`
`event_id`	Yes	`string`
`postback`	Yes	`object`
`postback.id`	Yes	`string`	Postback name of the button
`postback.toggled`	Yes	`bool`	Postback toggled, `true` or `false`
`thread_id`	Yes	`string`


Action	`send_sneak_peek`
Web API equivalent	`send_sneak_peek`
Push message	-

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`	Id of the chat to send a sneak peek to.
`sneak_peek_text`	Yes	`string`	Sneak peek text


Action	`update_chat_properties`
Web API equivalent	`update_chat_properties`
Push message	`chat_properties_updated`

RTM API Reference.css-n33kgz{margin-top:8px;}.css-n33kgz > label{margin:6px 10px 5px 0;}

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RTM API Reference

Introduction

Parameter	Required	Data type	Notes
`id`	Yes	`string`	Id of the chat you to set a property for.
`properties`	Yes	`object`	Chat properties to set. You should stick to the general properties format and include namespace, property name and value.


Action	`delete_chat_properties`
Web API equivalent	`delete_chat_properties`
Push message	`chat_properties_deleted`

Parameter	Required	Data type	Notes
`id`	Yes	`string`	Id of the chat you want to delete properties of.
`properties`	Yes	`object`	Chat properties to delete.


Action	`update_thread_properties`
Web API equivalent	`update_thread_properties`
Push message	`thread_properties_updated`

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`	Id of the chat you want to set properties for.
`thread_id`	Yes	`string`	Id of the thread you want to set properties for.
`properties`	Yes	`object`	Chat properties to set. You should stick to the general properties format and include namespace, property name and value.


Action	`delete_thread_properties`
Web API equivalent	`delete_thread_properties`
Push message	`thread_properties_deleted`

Parameter	Required	Data type	Notes
`chat_id`	Yes	`string`	Id of the chat you want to delete the properties of.
`thread_id`	Yes	`string`	Id of the thread you want to delete the properties of.
`properties`	Yes	`object`	Thread properties to delete.


Action	`update_event_properties`
Web API equivalent	`update_event_properties`
Push message	`event_properties_updated`


Action	`delete_event_properties`
Web API equivalent	`delete_event_properties`
Push message	`event_properties_deleted`


Action	`update_customer`
Web API equivalent	`update_customer`
Push message	`customer_updated`