Chat REST API Developer Guide

Understanding Chat REST Resources
Making Requests with Your Chat API Endpoint
Request Headers
Your Message Long Polling Loop
Using Estimated Wait Time Instead of Queue Position for a Chat Session (Beta)
Chat REST API Resources
Request Bodies for Chat REST API
Response Bodies for Chat REST API
Chat REST API Data Types
Status Codes and Error Responses
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Response Bodies for Chat REST API

A request to a Chat REST API resource returns a response code. The successful execution of a resource request can also return a response body in JSON format.

Availability

Response Properties
Property Name Type Description Available Versions
results Array of Result objects A list of Salesforce IDs that correspond to agents and chat buttons and their respective availability to receive new chat requests. 29.0
Response body
1{
2"results":{
3            "type":"array",
4            "description":"List of ids and their availability",
5            "items":{
6               "name":"result",
7               "type":"object",
8               "properties":{
9                   "id":{
10                       "type":"string",
11                       "description":"The id of the entity",
12                       "required":true,
13                       "version":29.0
14                   },
15                   "isAvailable":{
16                       "type":"boolean",
17                       "description":"Whether or not the entity is available for chat",
18                       "required":true,
19                       "version":29.0
20                   }
21               }
22            },
23            "required":true,
24            "version":29.0
25        }
26}

ChasitorSessionData

Response Properties
Property Name Type Description Available Versions
queuePosition integer The position of the chat visitor in the chat queue. 29.0
geoLocation GeoLocation object The chat visitor's location, based on the IP address from which the request originated. 29.0
url String The URL that the chat visitor is visiting. 29.0
oref String The original URL that the chat request came from. 29.0
postChatUrl String The URL to which to redirect the chat visitor after the chat has ended. 29.0
sneakPeekEnabled Boolean Whether Sneak Peek is enabled for the agent who accepts the chat. 29.0
chatMessages Array of TranscriptEntry objects The chat message structure that’s synchronized across the agent.js and chasitor.js files. 29.0
Response body
1{
2        queuePosition: 1,
3        geoLocation: {
4                countryCode: "US",
5                countryName: "United States of America",
6                region: "CA",
7                city: "San Francisco",
8                organization: Salesforce.com,
9                latitude: 37.793880,
10                longitude: -122.395114
11        },
12        url: "http://yoursite",
13        oref: "http://www.google.com?q=yoursite",
14        postChatUrl: "http://yoursite/postchat",
15        sneakPeekEnabled: true,
16        chatMessages: [
17                {
18                        type: "Agent",
19                        name: "Andy L.",
20                        content: "Hello, how can I help you?",
21                        timestamp: 1376596367548,
22                        sequence: 1
23                },
24                {
25                        type: "Chasitor",
26                        name: "Jon A.",
27                        content: "I have a question for you.",
28                        timestamp: 1376596349132
29                        sequence: 2
30                }
31        ]
32}

ChasitorIdleTimeoutWarningEvent

Response properties
Property Name Type Description Available Versions
idleTimeoutWarningEvent String Informs the server when a warning is triggered or cleared. Possible values: triggered and cleared. 35.0

ChatEstablished

Response properties
Property Name Type Description Available Versions
name String The name of the agent who is engaged in the chat. 29.0
userId String The user ID of the agent who is engaged in the chat. 29.0
sneakPeekEnabled Boolean Whether Sneak Peek is enabled for the agent who accepts the chat. 29.0
chasitorIdletimeout ChasitorIdleTimeoutSettings Gives the settings for chat visitor idle time-out. 35.0
Response body
1{
2        name: "Andy L.",
3        userId: "f1dda237-57f8-4816-b8e8-59775f1e44c8",
4        sneakPeekEnabled: true
5}

ChatMessage

Response properties
Property Name Type Description Available Versions
name String The name of the agent who is engaged in the chat. 29.0
text String The text of the chat message that the agent sent to the chat visitor. 29.0
Response body
1{
2        name: "Andy L."
3        text: "Hello, how can I help you?"
4}

ChatRequestFail

Response properties
Property Name Type Description Available Versions
reason String The reason why the chat request failed—for example, no agents were available to chat or an internal error occurred. 29.0
postChatUrl String The URL of the post-chat page to which to redirect the chat visitor after the chat has ended. 29.0
Response body
1{
2        reason: "Unavailable",
3        postChatUrl: "http://yoursite/postChat"
4}

ChatRequestSuccess

Response properties
Property Name Type Description Available Versions
queuePosition integer The position of the chat visitor in the chat queue. 29.0
estimatedWaitTime number The estimated wait time for the button in seconds. If the server cannot retrieve the wait time, this property returns -1. 47.0
geoLocation GeoLocation object The chat visitor's location, based on the IP address from which the request originated. 29.0
url String The URL that the chat visitor is visiting. 29.0
oref String The original URL that the chat request came from. 29.0
postChatUrl String The URL to which to redirect the chat visitor after the chat has ended. 29.0
customDetails Array of CustomDetail objects The custom details of the deployment from which the chat request was initiated. 29.0
visitorId String The ID of the chat visitor. 29.0
Response body
1"{
2        queuePosition: 1,
3        estimatedWaitTime: 120,
4        geoLocation: {
5                countryCode:"US",
6                countryName: "United States of America",
7                region: "CA",
8                city: "San Francisco",
9                organization: Salesforce.com,
10                latitude: 37.793880,
11                longitude: -122.395114
12        },
13        url: "http://yoursite",
14        oref: "http://www.google.com?q=yoursite",
15        postChatUrl: "http://yoursite/postchat",
16        customDetails: [
17                {
18                        label: "E-mail Address",
19                        value: "jon@example.com",
20                        transcriptFields: [
21                                 "c__EmailAddress"
22                         ],
23                        displayToAgent: true
24                }                        
25
26        ],
27        visitorId: "acd47048-bd80-476e-aa33-741bd5cb05d3"}"

ChatTransferred

Response properties
Property Name Type Description Available Versions
name String The name of the agent to whom the chat was transferred. 29.0
userId String The ID of the chat visitor. 29.0
sneakPeekEnabled Boolean Whether Sneak Peek is enabled for the agent to whom the chat was transferred. 29.0
chasitorIdletimeout ChasitorIdleTimeoutSettings Gives the settings for chat visitor idle time-out. 35.0
Response body
1{
2        name: "Ryan S.",
3        userId: "edacfa56-b203-43d5-9e1b-678278b61263",
4        sneakPeekEnabled: false
5}

CustomEvent

Response properties
Property Name Type Description Available Versions
type String The type of custom event that occurred, used for adding the event listener on the chat visitor’s side. 29.0
data String Data that’s relevant to the event that was sent to the chat visitor. 29.0
Response body
1{
2        type: "CreditCardEntered",
3        data: "5105105105105100"
4}

Messages

Response Properties
Property Name Type Description Available Versions
messages Array of Message objects The messages that was sent over the course of a chat. 29.0
offset integer An internal number to be used with a ReconnectSession request that tracks which messages your client has received. 29.0
sequence integer The sequence of the message as it was received over the course of a chat. 29.0
Response body
1{
2        messages: [
3                {
4                        type: "ChatEstablished",
5                        message: {
6                                name: "Andy L.",
7                                userId: "f1dda237-57f8-4816-b8e8-59775f1e44c8",
8                                sneakPeekEnabled: true
9                        }
10                }
11        ],
12        sequence: 1,
13        offset: 1234567890
14}

NewVisitorBreadcrumb

Response properties
Property Name Type Description Available Versions
location String The URL of the web page that the chat visitor is viewing. 29.0
Response body
1{
2        location: "http://yoursite/page2"
3}

QueueUpdate

Response properties
Property Name Type Description Available Versions
position integer The updated position of the chat visitor in the chat queue. 29.0
estimatedWaitTime number The estimated wait time for the button in seconds. If the server cannot retrieve the wait time, this property returns -1. 47.0
Response body
1{
2        position: 3,
3        estimatedWaitTime: 120
4}

ReconnectSession

Response properties
Property Name Type Description Available Versions
resetSequence Boolean If true, the sequence for the next request should be reset. 37.0
affinityToken String The affinity token for the session that’s passed in the header for all future requests. 37.0
Response body
1{
2        resetSequence: true,
3        affinityToken: "73061fa0"
4}

SessionId

Response Properties
Property Name Type Description Available Versions
id String The session ID for the new session. 29.0
key String The session key for the new session. 29.0
affinityToken String The affinity token for the session that’s passed in the header for all future requests. 29.0
clientPollTimeout integer The number of seconds before you must make a Messages request before your Messages long polling loop times out and is terminated. 29.0
Response body
1{
2        id: "241590f5-2e59-44b5-af89-9cae83bb6947",
3        key: 
4        "f6c1d699-84c7-473f-b194-abf4bf7cccf8!b65b13c7-f597-4dd2-aa3a-cbe01e69f19c",
5        affinityToken: "73061fa0"
6        clientPollTimeout: "30"
7}

Settings

Response Properties
Property Name Type Description Available Versions
pingrate number The rate at which the visitor must ping the server to maintain the Chat visitor session. 29.0
contentServerUrl String The URL of the content server. 29.0
buttons Array of button objects A list of chat buttons, along with their settings information, that were specified when you made the Settings request. 29.0
Response body
1{
2        "pingRate":{
3            "type":"number",
4            "description":"The rate at which the visitor should ping the server to maintain presence",
5            "required":true,
6            "version":29.0
7        },
8        "contentServerUrl":{
9            "type":"string",
10            "description":"The content server URL",
11            "required":true,
12            "version":29.0
13        },
14        "buttons":{
15            "type":"array",
16            "description":"The list of buttons",
17            "items":{
18               "name":"button",
19               "type":"object",
20               "properties":{
21                   "id":{
22                       "type":"string",
23                       "description":"The id of the button",
24                       "required":true,
25                       "version":29.0
26                   },
27                   "type":{
28                       "type":"string",
29                       "description":"The type of the button",
30                       "required":true,
31                       "version":29.0,
32                       "enum":["Standard","Invite","ToAgent"]
33                   },
34                   "endpointUrl":{
35                       "type":"string",
36                       "description":"The custom chat window url of the button",
37                       "required":false,
38                       "version":29.0
39                   },
40                   "prechatUrl":{
41                       "type":"string",
42                       "description":"The prechat url of the button",
43                       "required":false,
44                       "version":29.0
45                   },
46                   "language":{
47                       "type":"string",
48                       "description":"The language setting of the button",
49                       "required":false,
50                       "version":29.0
51                   },
52                   "isAvailable":{
53                       "type":"boolean",
54                       "description":"Whether or not the button is available for chat",
55                       "required":true,
56                       "version":29.0
57                   },
58                   /* Invite related settings */
59                   "inviteImageUrl":{
60                       "type":"string",
61                       "description":"The image of the button",
62                       "required":false,
63                       "version":29.0
64                   },
65                   "inviteImageWidth":{
66                       "type":"number",
67                       "description":"The width of the button image",
68                       "required":false,
69                       "version":29.0
70                   },
71                   "inviteImageHeight":{
72                       "type":"number",
73                       "description":"The height of the button image",
74                       "required":false,
75                       "version":29.0
76                   },
77                   "inviteRenderer":{
78                       "type":"string",
79                       "description":"The animation option of the invite",
80                       "required":false,
81                       "version":29.0,
82                       "enum":["Slide","Fade","Appear","Custom"]
83                   },
84                   "inviteStartPosition":{
85                       "type":"string",
86                       "description":"The start position of the animation",
87                       "required":false,
88                       "version":29.0,
89                       "enum":["TopLeft","TopLeftTop","Top","TopRightTop","TopRight",
90                               "TopRightRight","Right","BottomRightRight","BottomRight",
91                               "BottomRightBottom","Bottom","BottomLeftBottom","BottomLeft",
92                               "BottomLeftLeft","Left","TopLeftLeft"]
93                   },
94                   "inviteEndPosition":{
95                       "type":"string",
96                       "description":"The end position of the animation",
97                       "required":false,
98                       "version":29.0,
99                       "enum":["TopLeft","Top","TopRight","Left","Center","Right","BottomLeft","Bottom","BottomRight"]
100                   },
101                   "hasInviteAfterAccept":{
102                       "type":"boolean",
103                       "description":"Whether or not invite will trigger after accepting",
104                       "required":false,
105                       "version":29.0
106                   },
107                   "hasInviteAfterReject":{
108                       "type":"boolean",
109                       "description":"Whether or not invite will trigger after rejecting",
110                       "required":false,
111                       "version":29.0
112                   },
113                   "inviteRejectTime":{
114                       "type":"number",
115                       "description":"The auto reject setting of the invite",
116                       "required":false,
117                       "version":29.0
118                   },
119                   "inviteRules":{
120                       "type":"object",
121                       "description":"The rules of the invite",
122                       "required":false,
123                       "version":29.0
124                   }
125                   /* Invite related settings */
126               }
127            },
128            "required":true,
129            "version":29.0
130        }
131    }

SwitchServer

This response is returned for requests to Visitor resources if the Live Agent instance URL is not correct for the Organization ID provided.
Response Properties
Property Name Type Description Available Versions
newUrl String The new Chat API endpoint for your org if your org is moved. It can be moved due to a planned org migration or during a Site Switch to a different instance. 29.0
Response body
1{
2      "messages": [
3            "type": "SwitchServer"
4            "message": {
5                  "newUrl": "https://MyDomainName.my.salesforcescrt.com/chat"
6            }
7      ]
8}

If you don’t have a My Domain deployed in your org, your URL formats are different. For details, see My Domain URL Formats in Salesforce Help.

Note

VisitorId

Response Properties
Property Name Type Description Available Versions
sessionId String The session ID for the new session. 29.0
Response body
1"sessionId":{
2            "type":"string",
3            "description":"The session id of the visitor",
4            "required":true,
5            "version":29.0
6        }