Introduction

Welcome to KeyReply Developer Docs V1! You can use our API and hooks to build your own solutions on top of the KeyReply system. This version is designed for integrating our live chat flow into your application.

Some of the things you can do in version 1 include:

Connecting your own live chat system with the KeyReply platform.
Building an intermediary service that connects an external live chat system with the KeyReply platform.
Generating custom reports from the KeyReply platform.

Prerequisites

You must enable the "Developer" menu in Settings -> Developer. You can choose to enable only incoming requests or outgoing event hooks there.

How to Start

If your client has a development team and wants to create a service that connects to the KeyReply API, you need to:

Enable the "Developer" menu in Settings -> Developer.
Share the following information with their developer:
- This documentation website.
- Authentication key from "Settings" -> Developer.
- KeyReply dashboard web URL, for their developers to debug.

Default API URL

The URL for the KeyReply API is:

[server_url]/api/developer/v1/[endpoint_name]

For example:

https://sandbox.keyreply.com/server/api/developer/v1/sessions

{
  "errors": "Incoming request is disabled"
}

Authentication

Incoming Requests

# example request
curl "api_endpoint_here" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

# example request with idempotency key
curl "api_endpoint_here" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"
  -H "Idempotency-Key: kZmFzZ"

{
  "message": "Unathorized
}

{
  "message": "Request already processed"
}

{
  "message": "You have requested too many times. Please wait a moment."
}

Authorization via API Keys

KeyReply uses API keys to authorize access to the API. KeyReply expects the API key to be included in all API requests to the server in a header, as stated in the examples.

KeyReply agents can add multiple API keys via the dashboard, and you should share at least one key with each vendor.

2-add-api-keys

Idempotent Requests

The API supports idempotency for safely retrying requests without accidentally performing the same operation twice. This feature is useful when an API call is disrupted in transit, and you do not receive a response. For example, if a request to send a message fails to respond due to a network connection error, you can retry the request with the same idempotency key to guarantee that no more than one message is created.

To perform an idempotent request, provide an additional Idempotency-Key: <key> header to the request.

Rate Limit

For security purposes, a request rate limit applies to each API key: 600 requests per 1 minute. The system will return an error if you surpass this limit.

Outgoing Requests

If you are using our event hook to send requests to your system for certain actions, please make sure to apply security measures to ensure all requests come from the KeyReply server.

Examples:

Verify that the request is coming from the KeyReply server.
Verify that the request contains the payload as specified in the documentation.

Virtual assistant (VA)

Use this endpoint for your visitor to send message to our Virtual Assistant (VA) and get a response back. You can parse the response according to the your application need. The response from VA is as configured on your dashboard settings (e.g content node setting, trigger setting, FAQ setting)

Please note that sending message to VA when visitor is under a livechat session is not supported yet. This will be updated shortly.

All requests for VA begin with /virtual-assistant

Send message

curl -X POST [API_URL]/virtual-assistant/message
  -H "Content-Type: application/json"  \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f" \
  -d '{
    "sender": {
      "id": "613b5897-062e-40ba-bf49-ebda02a95475",
    },
    "recipient": {
      "id": "app.keyreply.com"
    },
    "message": {
      "text": "hi",
      "isPreview": false,
      "id": "ckrg7bcrt00043h6cxm2to7ot"
    }
  }
  '

{
  "response": [
    {
      "content": [
        {
          "text": "Welcome to KeyReply. How can I help you today?",
          "buttons": [
            {
              "text": "Service Information",
              "type": "event",
              "event": "goto",
              "data": "appointment booking_choose department"
            },
            {
              "text": "Talk to an agent",
              "type": "event",
              "event": "goto",
              "data": "singpass_login"
            },
            {
              "text": "Appointment Booking",
              "type": "event",
              "event": "goto",
              "data": "appointment booking_welcome message"
            }
          ]
        }
      ],
      "listStyle": null,
      "quickReplies": [
        {
          "text": "Myinfo",
          "event": "goto",
          "data": "singpass_myinfo"
        },
        {
          "text": "Login",
          "event": "goto",
          "data": "singpass_login"
        }
      ],
      "options": {
        "disableTextInput": false,
        "feedbackCollectionMode": "default",
        "nodeId": "conversation_start"
      },
      "meta": {
        "hideSuggestions": false,
        "lang": "default"
      }
    }
  ]
}

Send message to virtual assistant and get a response based on settings configured on your KeyReply dashboard.

Example use cases:

You have a chatbot application and want visitor to get response from VA.
You have your own webchat and want visitor to get response from VA.

HTTP Request

POST [API_URL]/virtual-assistant/message

Body

Parameter	Mandatory	Description	Example Value
sender.id	required	unique visitor id from your application	VISITOR007
recipient.id	required	identifier from your application	jamesbond@yoursystem.com
message.text	required	the chat / text to be send	Hello world!
message.isPreview	optional	whether VA should use preview content (if using maker checker module)	true
message.id	optional	the chat id from your application	ckrg7bcrt00043h6cxm2to7ot

Send postback message

curl -X POST [API_URL]/virtual-assistant/message
  -H "Content-Type: application/json"  \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f" \
  -d '{
    "id": "ckrg6vjyo00003h6cpaxlqo9i",
    "sender": {
      "id": "90d2874e-60f3-4568-88f6-4f59120206a6",
      "session_id": "d4020f73-2d0c-409d-8198-4f7b6c350765"
    },
    "recipient": {
      "id": "app.keyreply.com"
    },
    "postback": {
      "event": "goto",
      "data": "conversation_start",
      "isPreview": false,
      "options": {}
    }
  }'

{
  "response": [
    {
      "content": [
        {
          "text": "Welcome to KeyReply. How can I help you today?",
          "buttons": [
            {
              "text": "Service Information",
              "type": "event",
              "event": "goto",
              "data": "appointment booking_choose department"
            },
            {
              "text": "Talk to an agent",
              "type": "event",
              "event": "goto",
              "data": "singpass_login"
            },
            {
              "text": "Appointment Booking",
              "type": "event",
              "event": "goto",
              "data": "appointment booking_welcome message"
            }
          ]
        }
      ],
      "listStyle": null,
      "quickReplies": [
        {
          "text": "Myinfo",
          "event": "goto",
          "data": "singpass_myinfo"
        },
        {
          "text": "Login",
          "event": "goto",
          "data": "singpass_login"
        }
      ],
      "options": {
        "disableTextInput": false,
        "feedbackCollectionMode": "default",
        "nodeId": "conversation_start"
      },
      "meta": {
        "hideSuggestions": false,
        "lang": "default"
      }
    }
  ]
}

Send postback message to virtual assistant and get a response back. Postback message is type of request to execute an event. This is used usually after visitor select button or quick replies.

For example, if you want visitor to get greetings from chatbot, you can request for event "go to" with data "conversational_start". This will make VA response with "conversational_start" content to your application. if you want visitor to be escalated to livechat, you can request for event "handover_start". This will make VA starts the livechat flow and response with appropriate content node.

For full list of events and data, you might want to check your dashboard.

Example use cases:

Your visitor click a button and want to get response back.
Your visitor wants to execute a certain event from VA.

HTTP Request

POST [API_URL]/virtual-assistant/message

Body

Parameter	Mandatory	Description	Example Value
sender.id	required	unique visitor id from your application	VISITOR007
recipient.id	required	identifier from your application	jamesbond@yoursystem.com
postback.event	required	event to be executed	goto
postback.data	optional	data for the event	conversation_start
postback.isPreview	optional	whether VA should use preview content (if using maker checker module)	true
postback.options	optional	additional options	ckrg7bcrt00043h6cxm2to7ot

Sessions

Sessions are chat session data initiated by visitor to the KeyReply webchat.

All requests for visitor data begin with /sessions.

Get all sessions

curl "[API_URL]/sessions?fromDate=2022-08-01&toDate=2022-08-31" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "count": 2175,
  "results": [
    {
      "id": 45501,
      "sessionId": "d5dfee60-2137-4cb2-b84a-3c3ddc106dc3",
      "stateId": "8a085c67-f8d7-4287-b6e3-e20faff1fdb3",
      "statePartitionKey": "localhost",
      "createdAt": "2022-08-23T05:00:51.466Z",
      "updatedAt": "2022-08-23T05:01:39.923Z",
      "expireAt": "2022-08-23T05:01:37.916Z"
    },
    {
      "id": 45502,
      "sessionId": "5baf2927-48be-43dd-96a9-efb6114fad7c",
      "stateId": "26846d9b-2e50-47f2-a7d7-f28483eef07b",
      "statePartitionKey": "localhost",
      "createdAt": "2022-08-23T05:01:40.397Z",
      "updatedAt": "2022-08-23T05:04:32.715Z",
      "expireAt": "2022-08-23T05:04:30.713Z"
    }
  ]
}

This endpoint retrieves all sessions on specified conditions.

Example use cases:

Generate chat session report
List chat sessions of a certain visitor

HTTP Request

GET [API_URL]/sessions

Query Parameters

Parameter	Mandatory	Default	Description
fromDate	required		ISO 8601 format (ex: 2022-08-01)
toDate	required		ISO 8601 format (ex: 2022-08-31)
sort	optional	desc	"asc" (ascending) or "desc" (descending)
limit	optional	100	max number of data that will be returned
offset	optional	0	offset of data that will be returned
stateId	optional		filter sessions by state id

Get a specific session

curl "[API_URL]/sessions/d5dfee60-2137-4cb2-b84a-3c3ddc106dc3" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "id": 45501,
  "sessionId": "d5dfee60-2137-4cb2-b84a-3c3ddc106dc3",
  "stateId": "8a085c67-f8d7-4287-b6e3-e20faff1fdb3",
  "statePartitionKey": "localhost",
  "createdAt": "2022-08-23T05:00:51.466Z",
  "updatedAt": "2022-08-23T05:01:39.923Z",
  "expireAt": "2022-08-23T05:01:37.916Z"
}

This endpoint retrieves a specific session.

Example use cases:

Find a single session data

HTTP Request

GET [API_URL]/session/:sessionId

End / renew chat session

curl -X POST [API_URL]/sessions/720e983c-9e51-48a2-9765-812bc46dfaf8/localhost/end
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "id": 49418,
  "sessionId": "720e983c-9e51-48a2-9765-812bc46dfaf8",
  "stateId": "f7f44a01-29ed-409e-9730-5eb3251be4c0",
  "statePartitionKey": "localhost",
  "createdAt": "2022-09-23T06:09:38.460Z",
  "updatedAt": "2022-09-23T06:09:38.539Z",
  "expireAt": "2023-03-22T06:09:38.539Z"
}

Use this endpoint to force a visitor to end their chat session and get new session

Example use cases:

Force a user session to be expired after a certain condition on your side

HTTP Request

POST [API_URL]/sessions/:sessionId/:PartitionKey

Path Parameters

Parameter	Example	Description
sessionId	720e983c-9e51-48a2-9765-812bc46dfaf8	-
PartitionKey	localhost	-

Visitor

Visitor data consists of profile information about visitors, similar to what is shown on the "Visitors" tab. This data includes all the information captured on content nodes or during chat sessions.

The data that can be displayed via the visitor API is configurable.

4-manage-visitor-data

All requests for visitor data should begin with /states.

If you are using a statically typed language, please be aware that the data returned from this API might have different fields for each request, depending on what user configured on Dashboard.

Get all visitors

curl "[API_URL]/states?fromDate=2022-08-01&toDate=2022-08-31" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "count": 15,
  "results": [
    {
      "RowKey": "e229a5cd-8bfc-44d3-99cc-589dcc8af1c6",
      "PartitionKey": "localhost",
      "session_id": "c98817d2-ed3b-4162-b865-bbe66ae831a0",
      "userQueryTopic": "department A"
    }
  ]
}

This endpoint retrieves all states on specified conditions, similar to what is shown on KeyReply Dashboard -> visitor tab.

Example use cases:

Generate visitor reports

HTTP Request

GET [API_URL]/states

Query Parameters

Parameter	Mandatory	Default	Description	Example
fromDate	required		ISO 8601 format	2022-08-01
toDate	required		ISO 8601 format	2022-08-31
sort	optional	desc	"asc" (ascending) or "desc" (descending)	desc
limit	optional	100	max number of data that will be returned	10
offset	optional	0	offset of data that will be returned	10
PartitionKey	optional		filter by PartitionKey	keyreply.com
channel	optional		filter by channel	webchat

Get specific visitor

curl "[API_URL]/states/5db0d549-c45a-439d-af6a-ab91aa85eaf0" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
    "RowKey": "5db0d549-c45a-439d-af6a-ab91aa85eaf0",
    "PartitionKey": "localhost",
    "last_modified": "2022-09-21T06:20:14.153Z",
    "date_created": "2022-09-21T04:30:45.472Z",
    "channel": "webchat",
    "entities": "{}",
    "department": "00000000-0000-0000-0000-000000000000",
    "source": "webchat",
    ...
}

This endpoint retrieves a single object of visitor (state)

Example use cases:

Get data of a single visitor

HTTP Request

GET [API_URL]/states/:PartitionKey/:RowKey

Path Parameters

Parameter	Description	Example
PartitionKey	domain / origin of the widget where visitor open the webchat	keyreply.com
RowKey	the rowkey of the visitor	webchat

Update visitor data

curl -X POST [API_URL]/localhost/2c6a0cd1-863f-4e7e-bc7d-fcc3d4b34f9e/private_variables
  -H "Content-Type: application/json"  \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f" \
  -d '{"name":"John Doe"}'

{
  "RowKey": "2c6a0cd1-863f-4e7e-bc7d-fcc3d4b34f9e",
  "PartitionKey": "localhost",
  "externalData": {
    "name": "John Doe"
  },
  ... // other visitor's existing data
}

Set a visitor data. For security purpose, all of your data will be located under "externalData".

Example use cases:

Update visitor data with any key / column
Your next content node depends on certain user data (e.g if user has JWT, then go to content node "X")

HTTP Request

POST [API_URL]/states/:PartitionKey/:RowKey/private_variables

Path Parameters

Parameter	Example	Description
RowKey	2c6a0cd1-863f-4e7e-bc7d-fcc3d4b34f9e	The state RowKey
PartitionKey	localhost	the state PartitionKey

Body

Parameter	Mandatory	Description	Example Value
[key]	required	any { key: value } can be stored into visitor data, under key `externalData`	[value]

Interaction

Interactions are data containing chat messages as shown on the webchat widget.

All requests for interactions data begin with /interactions

Get interaction

curl "[API_URL]/interactions?fromDate=2022-08-01&toDate=2022-08-31" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "count": 171,
  "results": [
    {
      "RowKey": "cl8b75ubl0049n6oq1758hp4x",
      "PartitionKey": "localhost",
      "last_modified": "2022-09-21T05:41:02.529Z",
      "date_created": "2022-09-21T05:41:02.529Z",
      "source": "webchat",
      "type": "reply",
      "user_id": "2c6a0cd1-863f-4e7e-bc7d-fcc3d4b34f9e",
      "session": "59e6e15f-080d-4007-82bc-3591b9808c96",
      "data": {
        "content": [
          {
            "text": "Agent Yudha has joined the chat.",
            "buttons": []
          }
        ],
        "listStyle": null,
        "options": {
          "disableTextInput": false,
          "feedbackCollectionMode": "default",
          "nodeId": "handover_livechat_agent_join"
        },
        "meta": {
          "hideSuggestions": false,
          "lang": "default"
        }
      }
    }
  ]
}

This endpoint retrieves all interactions based on specified conditions

Example use cases:

Listing user chat on your website
Auditing user chat contents for training on your AI

HTTP Request

GET [API_URL]/interactions

Query Parameters

Parameter	Mandatory	Default	Description	Example
fromDate	required		ISO 8601 format	2022-08-01
toDate	required		ISO 8601 format	2022-08-31
sort	optional	desc	"asc" (ascending) or "desc" (descending)	desc
limit	optional	100	max number of data that will be returned	10
offset	optional	0	offset of data that will be returned	10
type	optional		filter by interaction type	message
PartitionKey	optional		filter by PartitionKey	keyreply.com
userId	optional		filter by user id	5db0d549-c45a-439d-af6a-ab91aa85eaf0
session	optional		filter by session id	d5dfee60-2137-4cb2-b84a-3c3ddc106dc3

Dashboard Users

This section details the data related to users on the KeyReply dashboard.

All requests associated with dashboard users should begin with /dashboard-users.

Get All Dashboard Users

curl "[API_URL]/dashboard-users" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "count": 26,
  "results": [
    {
      "email": "agent@keyreply.com",
      "name": "John Doe",
      "data": "{\"app_metadata\":{\"departments\":[\"customer service\",\"claims\"],\"permissions\":[\"admin\"],\"roles\":[\"admin\"]},\"user_metadata\":{\"name\":\"John Doe\"}}",
      "livechat_status": "OFFLINE",
      "dashboard_status": "ONLINE",
      "livechat_settings": {
        "queues": [
            "customer service"
        ],
        "limit": 3
      }
    },
    ...
  ]
}

This endpoint fetches all dashboard users based on the provided filter conditions.

HTTP Request

GET [API_URL]/dashboard-users

Query Parameters

Parameter	Mandatory	Default	Description	Example
sort	optional	desc	"asc" (ascending) or "desc" (descending)	desc
limit	optional	100	max number of data that will be returned	10
offset	optional	0	offset of data that will be returned	10
email	optional		Filter by user's email	"agent@keyreply.com"
name	optional		Filter by user's name	"OFFLINE"
livechat_status	optional		Filter by live chat status	"OFFLINE"
dashboard_status	optional		Filter by dashboard status	"OFFLINE"

Agent status

This section contains data related to live chat agent statuses. The default statuses are "ONLINE" and "OFFLINE". Additional statuses may be configured through the KeyReply dashboard. All requests for this data must begin with /agent-status-sessions.

Get all agent status sessions

curl "[API_URL]/agent-status-sessions?fromDate=2022-09-01&toDate=2022-09-30" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "count": 5,
  "results": [
    {
      "id": 29395,
      "agentId": "agent@keyreply.com",
      "agent_auth_type": "KEYCLOAK",
      "startTime": "2022-09-21T05:40:35.410Z",
      "endTime": "2022-09-21T05:56:46.037Z",
      "status": "ONLINE",
      "createdAt": "2022-09-21T05:40:35.447Z",
      "updatedAt": "2022-09-21T05:56:46.039Z"
    },
    ...
  ]
}

This endpoint retrieves all agent status based on specified conditions

Example use cases:

Displaying agent activity within your applications.

HTTP Request

GET [API_URL]/agent-status-sessions

Query Parameters

Parameter	Mandatory	Default	Description	Example
fromDate	required		ISO 8601 format	2022-08-01
toDate	required		ISO 8601 format	2022-08-31
sort	optional	desc	"asc" (ascending) or "desc" (descending)	desc
limit	optional	100	max number of data that will be returned	10
offset	optional	0	offset of data that will be returned	10
agentId	optional		filter by agentId	"agent@keyreply.com"
status	optional		filter by status	"OFFLINE"

Livechat

Livechat sessions are chat sessions that goes into a livechat mode. This is similar to data that shown on "Livechat" page.

All requests for livechat session data begin with /livechatsessions

Get all livechat sessions

# Get all livechat sessions on certain date
curl "[API_URL]/livechatsessions?fromDate=2022-08-01&toDate=2022-08-31" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

# Get all livechat sessions whom waiting for assignment
curl "[API_URL]/livechatsessions?fromDate=2022-08-01&toDate=2022-08-31&waiting_for_assignment=true" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

# Get all resolved livechat sessions
curl "[API_URL]/livechatsessions?fromDate=2022-08-01&toDate=2022-08-31&resolved=true" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "count": 1,
  "results": [
    {
      "meta": {},
      "agents": ["agent@keyreply.com"],
      "tags": [
        "channel:webchat",
        "PartitionKey:localhost",
        "RowKey:a304194d-e301-4d49-8910-84d3561852ac"
      ],
      "status": "pending",
      "resolved": false,
      "formData": {
        "channel": "Web Chat"
      },
      "RowKey": "cl8e3ou5o001jp4oqadvzdc8u",
      "PartitionKey": "localhost",
      "date_created": "2022-09-23T06:27:08.845Z",
      "last_modified": "2022-09-23T06:27:09.242Z",
      "user_id": "a304194d-e301-4d49-8910-84d3561852ac",
      "sessionId": "3257b6ed-7751-4fce-b37e-b3a1c452799b",
      "startQueueTime": "2022-09-23T06:27:08.845Z",
      "startResolveTime": "2022-09-23T06:27:08.845Z",
      "endResolveTime": null,
      "endedBy": null,
      "department": "00000000-0000-0000-0000-000000000000",
      "provider": "keyreply",
      "waiting_for_assignment": true
    }
  ]
}

This endpoint retrieves all livechatsessions based on specified conditions

Example use cases:

Get all livechat sessions
Get all visitors in queue
Get all resolved livechatsessions for reporting

HTTP Request

GET [API_URL]/livechatsessions

Query Parameters

Parameter	Mandatory	Default	Description	Example
fromDate	required		ISO 8601 format	2022-08-01
toDate	required		ISO 8601 format	2022-08-31
sort	optional	desc	"asc" (ascending) or "desc" (descending)	desc
limit	optional	100	max number of data that will be returned	10
offset	optional	0	offset of data that will be returned	10
resolved	optional		filter by resolved	true
user_id	optional		filter by user id (visitor RowKey)	5db0d549-c45a-439d-af6a-ab91aa85eaf0
waiting_for_assignment	optional		filter by waiting_for_assignment	false
sessionId	optional		filter by session id	3257b6ed-7751-4fce-b37e-b3a1c452799b

Get all livechat departments

curl "[API_URL]/livechatsessions/departments" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "count": 2,
  "result": [
    {
      "id": "88cfe361-05e6-4aba-b408-df776109ebf3",
      "name": "customer service",
      "createdAt": "2021-12-13T06:31:21.701Z",
      "updatedAt": "2021-12-13T06:31:21.701Z"
    },
    {
      "id": "64b4942f-264e-4427-9beb-ed4012c31adf",
      "name": "customer service priority",
      "createdAt": "2021-12-15T02:44:10.368Z",
      "updatedAt": "2021-12-15T02:44:10.368Z"
    }
  ]
}

This endpoint retrieves all departments without any limits or offsets.

Example use cases:

You want to obtain the department name based on the department id provided in the livechat session data.

HTTP Request

GET [API_URL]/livechatsessions/departments

Query Parameters

There is no query parameter for this API.

Get specific chat session

curl "[API_URL]/livechatsessions/cl8e3ou5o001jp4oqadvzdc8u" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
    "interactions": [{
            "PartitionKey": "localhost",
            "RowKey": "cl8e3otzl00043b6qsci55alf",
            "user_id": "a304194d-e301-4d49-8910-84d3561852ac",
            "session": "3257b6ed-7751-4fce-b37e-b3a1c452799b",
            "type": "postback",
            "source": "webchat",
            "date_created": "2022-09-23T06:27:08.746Z",
            "Timestamp": "2022-09-23T06:27:08.746Z",
            "data": {
                "content": [{
                    "event": "goto",
                    "data": "handover_livechat_start",
                    "postbackText": "Proceed"
                }]
            }
        },
        ...
    ],
    ...
}

This endpoint retrieves a specific livechatsession.

Example use cases:

Show updated livechat data on your agent dashboard

HTTP Request

GET [API_URL]/livechatsessions/:RowKey

Join a livechat

curl -X POST [API_URL]/livechatsessions/2c6a0cd1-863f-4e7e-bc7d-fcc3d4b34f9e/join
  -H "Content-Type: application/json"  \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f" \
  -d '{"agentName":"John Doe", "agentEmail":"john@keyreply.com", "agentId" : "Y6YXNk"}'

{
    "interactions": [
        ...
    ],
    "meta": {},
    "agents": [
        "loremipsum@keyreply.com"
    ],
    "tags": [
        "channel:webchat",
        "PartitionKey:localhost",
        "RowKey:a304194d-e301-4d49-8910-84d3561852ac"
    ],
    "status": "attending",
    "resolved": false,
    "formData": {
        "channel": "Web Chat"
    },
    "RowKey": "cl8e3ou5o001jp4oqadvzdc8u",
    "PartitionKey": "localhost",
    "date_created": "2022-09-23T06:27:08.845Z",
    "last_modified": "2022-09-23T06:46:36.444Z",
    "user_id": "a304194d-e301-4d49-8910-84d3561852ac",
    "sessionId": "3257b6ed-7751-4fce-b37e-b3a1c452799b",
    "startQueueTime": "2022-09-23T06:27:08.845Z",
    "startResolveTime": "2022-09-23T06:46:36.443Z",
    "endResolveTime": null,
    "endedBy": null,
    "department": "00000000-0000-0000-0000-000000000000",
    "provider": "keyreply",
    "waiting_for_assignment": false
}

Set your agent to join a livechat session

Example use cases:

You want to connect your agent to join a livechat session

HTTP Request

POST [API_URL]/livechatsessions/:RowKey/join

Path Parameters

Parameter	Example	Description
RowKey	cl8e3ou5o001jp4oqadvzdc8u	The livechatsession RowKey

Body

Parameter	Mandatory	Description	Example Value
agentId	required	unique agent fd from your system	AGENT007
agentName	required	agent name to be shown on join livemessage chat	James Bond
agentEmail	required	agent name to be shown on audit page	jamesbond@yoursystem.com

Reply livechat

curl -X POST [API_URL]/livechatsessions/2c6a0cd1-863f-4e7e-bc7d-fcc3d4b34f9e/reply
  -H "Content-Type: application/json"  \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f" \
  -d '{"agentName":"John Doe", "agentEmail":"john@keyreply.com", "agentId" : "Y6YXNk", "text":"how can I help?"}'

// @TODO : update this
{
  "isInserted": true,
  "pid": 20344,
  "podId": "wealthy_red_swordfish"
}

Reply to a livechat session

Example use cases:

Forward agent reply from your system to KeyReply system, so end visitor can see it

HTTP Request

POST [API_URL]/livechatsessions/:RowKey/reply

Path Parameters

Parameter	Example	Description
RowKey	cl8e3ou5o001jp4oqadvzdc8u	The livechatsession RowKey

Body

Parameter	Mandatory	Description	Example Value
agentId	required	unique agent fd from your system	AGENT007
agentName	required	agent name to be shown on join livemessage chat	James Bond
agentEmail	required	agent name to be shown on audit page	jamesbond@yoursystem.com
message	required	the chat / text to be send	Hello world!

End a livechat

curl -X POST [API_URL]/livechatsessions/2c6a0cd1-863f-4e7e-bc7d-fcc3d4b34f9e/end
  -H "Content-Type: application/json"  \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f" \
  -d '{"agentName":"John Doe", "agentEmail":"john@keyreply.com", "agentId" : "Y6YXNk", "endedBy":"agent"}'

{
    "interactions": [{
            "PartitionKey": "localhost",
            "RowKey": "cl8e3otzl00043b6qsci55alf",
            "user_id": "a304194d-e301-4d49-8910-84d3561852ac",
            "session": "3257b6ed-7751-4fce-b37e-b3a1c452799b",
            "type": "postback",
            "source": "webchat",
            "date_created": "2022-09-23T06:27:08.746Z",
            "Timestamp": "2022-09-23T06:27:08.746Z",
            "data": {
                "content": [{
                    "event": "goto",
                    "data": "handover_livechat_start",
                    "postbackText": "Proceed"
                }]
            }
        },
        ...
    ],
    ...
}

End a livechat session and close the green banner on the webchat

Example use cases:

Your agent end the session on your system and want to forward this event to KeyReply system

HTTP Request

POST [API_URL]/livechatsessions/:RowKey/end

Path Parameters

Parameter	Example	Description
RowKey	cl8e3ou5o001jp4oqadvzdc8u	The livechatsession RowKey

Body

Parameter	Mandatory	Description	Example Value
agentId	required	unique agent fd from your system	AGENT007
agentName	required	agent name to be shown on join livemessage chat	James Bond
agentEmail	required	agent name to be shown on audit page	jamesbond@yoursystem.com
endedBy	optional	who ended this chat ("agent" or "system"). default to "agent"	system

Send image / file to a chat

curl -X POST [API_URL]/livechatsessions/2c6a0cd1-863f-4e7e-bc7d-fcc3d4b34f9e/send-file
  -H "Content-Type: multipart/form-data" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f" \
  -F "file=@/path/to/file" \
  -F "text=hello" \
  -F "agentName":"John Doe"
  -F "agentEmail":"john@keyreply.com" \
  -F "agentId" : "Y6YXNk"

{
  "isInserted": true,
  "pid": 6213,
  "podId": "gleaming_bronze_kiwi"
}

Send file / image to a livechat session

Example use cases:

You want to send file from your agent dashboard to webchat user

HTTP Request

POST [API_URL]/livechatsessions/:RowKey/send-file

Path Parameters

Parameter	Example	Description
RowKey	cl8e3ou5o001jp4oqadvzdc8u	The livechatsession RowKey

Body

Parameter	Mandatory	Description	Example Value
agentId	required	unique agent fd from your system	AGENT007
agentName	required	agent name to be shown on join livemessage chat	James Bond
agentEmail	required	agent name to be shown on audit page	jamesbond@yoursystem.com
file	required	File content

Retrieve image / file from user

curl -X GET [API_URL]/request-file?blobName=files/uploads/temp/c1d6abb0-7baa-4d84-a8b8-3967287abc9e/dummy-img.jpg \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "url": "https://yourkeyreplyserver.com/files/uploads/temp/c1d6abb0-7baa-4d84-a8b8-3967287abc9e/dummy-img.jpg?st=2023-02-16T02%3A40%3A42Z&se=2023-02-16T04%3A40%3A42Z&sp=r&sv=2018-03-28&sr=b&sig=z7ydJ7IMYy5TUHMtpECIo5lR8cN63va7Vr0WqeN5WIY%3D"
}

Retrieve the file url from image / file sent by user to your system. Accessing the url directly (ex: ttps://yourkeyreplyserver.com/files/uploads/temp/c1d6abb0-7baa-4d84-a8b8-3967287abc9e/dummy-img.jpg) without the additional metada like above might result to not authenticated error.

Example use cases:

Your agent need to display image / file sent by user

HTTP Request

GET [API_URL]/livechatsessions/request-file

Query Parameters

Parameter	Example	Description
blobName	files/uploads/temp/c1d6abb0-7baa-4d84-a8b8-3967287abc9e/dummy-img.jpg	the blobName or URL found in the user chat

Chat Events

Chat events are data containing all events that happen during a chat session. This is a similar data that shown on "Visitor" tab -> "Show visitor interactions"

All requests for events data begin with /events

Get all events

curl "[API_URL]/events?fromDate=2022-08-01&toDate=2022-08-31" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "count": 26402,
  "results": [
    {
      "RowKey": "cl7a99ayh00xgk8oq37ddfk22",
      "PartitionKey": "localhost",
      "last_modified": "2022-08-26T09:12:14.778Z",
      "date_created": "2022-08-26T09:12:14.778Z",
      "data": "handover_livechat_agent_join",
      "event": "GOTO",
      "page_id": "localhost",
      "source": "webchat",
      "user_id": "78c82d51-b89a-4c32-94ec-b872718d656c",
      "session": "78c82d51-b89a-4c32-94ec-b872718d656c",
      "from": "CS_Help_livechat_SMS_Auto"
    },
    {
      "RowKey": "cl7a99a9d00x0k8oqa8ti57bg",
      "PartitionKey": "localhost",
      "last_modified": "2022-08-26T09:12:13.874Z",
      "date_created": "2022-08-26T09:12:13.874Z",
      "data": "handover_livechat_agent_join",
      "event": "GOTO",
      "page_id": "localhost",
      "source": "webchat",
      "user_id": "616610a9-5299-4e0c-a244-026f09f76a40",
      "session": "616610a9-5299-4e0c-a244-026f09f76a40",
      "from": "handover_livechat_wait"
    }
  ]
}

This endpoint retrieves all events based on specified conditions

Example use cases:

Listing details of user action

HTTP Request

GET [API_URL]/events

Query Parameters

Parameter	Mandatory	Default	Description	Example
fromDate	required		ISO 8601 format	2022-08-01
toDate	required		ISO 8601 format	2022-08-31
sort	optional	desc	"asc" (ascending) or "desc" (descending)	desc
limit	optional	100	max number of data that will be returned	10
offset	optional	0	offset of data that will be returned	10
event	optional		filter by event name	message
PartitionKey	optional		filter by PartitionKey	keyreply.com
userId	optional		filter by user id	5db0d549-c45a-439d-af6a-ab91aa85eaf0
session	optional		filter by session id	d5dfee60-2137-4cb2-b84a-3c3ddc106dc3

Ratings

Ratings are data containing rating that given by visitor at the end of the chat.

All requests for ratings data begin with /ratings

Get all ratings

curl "[API_URL]/ratings?fromDate=2022-08-01&toDate=2022-08-31" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "count": 1,
  "results": [
    {
      "RowKey": "cl3p7b0x9001an9oq9xeg0fh5",
      "PartitionKey": "AIA",
      "last_modified": "2022-05-28T01:35:19.150Z",
      "date_created": "2022-05-28T01:35:19.150Z",
      "rating": 1,
      "user": "74bff792-baf9-49f0-8e0e-af9cf103e5ab",
      "rating_comment": null,
      "sessionId": "369cd0bb-f548-44e7-90b5-2bea538bc205",
      "category": null,
      "livechatsession_id": "cl3p7alve000pn9oq0r900u9x"
    }
  ]
}

This endpoint retrieves all ratings based on specified conditions

Example use cases:

Generate a rating report per each livechat session

HTTP Request

GET [API_URL]/ratings

Query Parameters

Parameter	Mandatory	Default	Description	Example
fromDate	required		ISO 8601 format	2022-08-01
toDate	required		ISO 8601 format	2022-08-31
sort	optional	desc	"asc" (ascending) or "desc" (descending)	desc
limit	optional	100	max number of data that will be returned	10
offset	optional	0	offset of data that will be returned	10
rating	optional		filter by rating	1
userId	optional		filter by user id	5db0d549-c45a-439d-af6a-ab91aa85eaf0

Form results

Form results are data containing the result of form from form builder (not from the post livechat) that visitor filled in. This is similar data as shown on "Editor" -> "Form" -> "Results"

All requests for Form results data begin with /form-results

Get Form results

curl "[API_URL]/form-results?fromDate=2022-08-01&toDate=2022-08-31" \
  -H "x-api-key: 9cac117e-d211-4193-9068-74ec449011f"

{
  "count": 171,
  "results": [
    {
      "RowKey": "cl8b75ubl0049n6oq1758hp4x",
      "PartitionKey": "localhost",
      "last_modified": "2022-09-21T05:41:02.529Z",
      "date_created": "2022-09-21T05:41:02.529Z",
      "source": "webchat",
      "type": "reply",
      "user_id": "2c6a0cd1-863f-4e7e-bc7d-fcc3d4b34f9e",
      "session": "59e6e15f-080d-4007-82bc-3591b9808c96",
      "data": {
        "content": [
          {
            "text": "Agent Yudha has joined the chat.",
            "buttons": []
          }
        ],
        "listStyle": null,
        "options": {
          "disableTextInput": false,
          "feedbackCollectionMode": "default",
          "nodeId": "handover_livechat_agent_join"
        },
        "meta": {
          "hideSuggestions": false,
          "lang": "default"
        }
      }
    }
  ]
}

This endpoint retrieves all form results based on specified conditions

Example use cases:

Generate form results report

HTTP Request

GET [API_URL]/form-results

Query Parameters

Parameter	Mandatory	Default	Description	Example
fromDate	required		ISO 8601 format	2022-08-01
toDate	required		ISO 8601 format	2022-08-31
sort	optional	desc	"asc" (ascending) or "desc" (descending)	desc
limit	optional	100	max number of data that will be returned	10
offset	optional	0	offset of data that will be returned	10
formId	optional		filter by form-id	d5dfee60-2137-4cb2-b84a-3c3ddc106dc3
userId	optional		filter by user id	5db0d549-c45a-439d-af6a-ab91aa85eaf0
sessionId	optional		filter by session id	d5dfee60-2137-4cb2-b84a-3c3ddc106dc3

Event Hooks

This section describes all the events that will send a request to the specified endpoint. You can provide one request URL for all events via "Settings -> Developer." The URL must contain the full protocol, such as "https://mysite.com/webhook." When an event is triggered, our system will send a POST request to the specified endpoint.

Every request body contains at least four JSON keys: "id", "event", "payload", "sentAt".

Parameter	Description	Example
id	ID of the payload, used for checking idempotency (ensuring the same request is not sent multiple times)	cledva3j10014088z0dtj0f8s
sentAt	The time (ISO string format) when the request was sent	2023-08-04T03:16:56.937Z
event	Name of the event	"handover:afterLivechatSessionEnded"
payload	Data object related to the events. Different events might contain various sets of data	{RowKey: "...", ...}

Getting started

To get started, please configure the outgoing request section in the developer module.

3-add-event-hooks

Notes

4-manage-visitor-data

When a visitor sends a text message

Triggered when:

A visitor sends a typed message.
If the visitor clicks on a button or quick reply, this will not be triggered.

Example use cases:

You want to display what the user typed in real-time on your agent dashboard.

{
  "id": "clkw0kqgb001cw3bp53gq5gl7",
  "event": "bot:beforeTextHandler",
  "payload": {
    "visitor": {
      "RowKey": "e229a5cd-8bfc-44d3-99cc-589dcc8af1c6",
      "PartitionKey": "keyreply.com",
      "session_id": "c98817d2-ed3b-4162-b865-bbe66ae831a0"
    },
    "text": "talk to agent"
  },
  "sentAt": "2023-08-04T03:16:17.771Z"
}

After an agent changes status

Triggered when:

A live chat agent changes status (e.g., from "OFFLINE" to "ONLINE").

Example use cases:

You want to update the live chat agent's status in real time.

{
  "id": "clkw0lko9002lw3bp53qf2v8j",
  "event": "handover:agentChangedStatus",
  "payload": {
    "agent": "agent@keyreply.com",
    "status": "OFFLINE",
    "startTime": "2023-08-04T03:16:56.829Z",
    "departments": ["department A", "department B"],
    "previousStatus": "ONLINE"
  },
  "sentAt": "2023-08-04T03:16:56.937Z"
}

After a visitor requests a live chat

Triggered when:

A visitor requests a live chat session.
This occurs after the request but before an agent has joined; the user is still waiting for assignment.

Example use cases:

You want to update the visitor queue in real time on your agent dashboard.

{
  "id": "clkw0ktxa001xw3bpewv55oiy",
  "event": "handover:afterUserRequestedLivechat",
  "payload": {
    "visitor": {
      "RowKey": "e229a5cd-8bfc-44d3-99cc-589dcc8af1c6",
      "PartitionKey": "localhost",
      "session_id": "c98817d2-ed3b-4162-b865-bbe66ae831a0",
      "userQueryTopic": "department A"
    },
    "livechat": {
      "RowKey": "clkw0ktug001vw3bp5soc694a",
      "PartitionKey": "localhost",
      "startQueueTime": "2023-08-04T03:16:22.170Z",
      "startResolveTime": "2023-08-04T03:16:22.171Z",
      "agents": [],
      "date_created": "2023-08-04T03:16:22.171Z",
      "tags": [
        "channel:webchat",
        "PartitionKey:localhost",
        "RowKey:e229a5cd-8bfc-44d3-99cc-589dcc8af1c6"
      ],
      "resolved": false,
      "user_id": "e229a5cd-8bfc-44d3-99cc-589dcc8af1c6",
      "department": "00000000-0000-0000-0000-000000000000",
      "sessionId": "c98817d2-ed3b-4162-b865-bbe66ae831a0",
      "waiting_for_assignment": true,
      "status": "pending",
      "formData": {
        "channel": "Web Chat"
      },
      "provider": "keyreply"
    }
  },
  "sentAt": "2023-08-04T03:16:22.270Z"
}

After an agent joins a live chat

Triggered when:

An agent joins a live chat session, either through manual pull or being auto-assigned.

Example Use Cases:

You want to update in real time which live chat session has started on your agent dashboard.

{
  "id": "clkw0kw0l0025w3bp21cq5i3m",
  "event": "handover:afterAgentJoinedLivechat",
  "payload": {
    "visitor": {
      "RowKey": "e229a5cd-8bfc-44d3-99cc-589dcc8af1c6",
      "PartitionKey": "localhost",
      "session_id": "c98817d2-ed3b-4162-b865-bbe66ae831a0",
      "userQueryTopic": "department A"
    },
    "livechat": {
      "meta": {},
      "agents": ["agent@keyreply.com"],
      "tags": [
        "channel:webchat",
        "PartitionKey:localhost",
        "RowKey:e229a5cd-8bfc-44d3-99cc-589dcc8af1c6"
      ],
      "status": "attending",
      "resolved": false,
      "formData": {
        "channel": "Web Chat"
      },
      "RowKey": "clkw0ktug001vw3bp5soc694a",
      "PartitionKey": "localhost",
      "date_created": "2023-08-04T03:16:22.171Z",
      "last_modified": "2023-08-04T03:16:24.406Z",
      "user_id": "e229a5cd-8bfc-44d3-99cc-589dcc8af1c6",
      "sessionId": "c98817d2-ed3b-4162-b865-bbe66ae831a0",
      "startQueueTime": "2023-08-04T03:16:22.172Z",
      "startResolveTime": "2023-08-04T03:16:24.406Z",
      "endResolveTime": null,
      "endedBy": null,
      "department": "00000000-0000-0000-0000-000000000000",
      "provider": "keyreply",
      "waiting_for_assignment": false
    }
  },
  "sentAt": "2023-08-04T03:16:24.981Z"
}

After an agent accepted a livechat invitation

Triggered when:

An agent accepted a live chat session invitation by other agent

{
  "id": "clkw0kw0l0025w3bp21cq5i3m",
  "event": "handover:afterAgentAcceptedInvitation",
  "payload": {
    "visitor": {
      "RowKey": "e229a5cd-8bfc-44d3-99cc-589dcc8af1c6",
      "PartitionKey": "localhost",
      "session_id": "c98817d2-ed3b-4162-b865-bbe66ae831a0",
      "userQueryTopic": "department A"
    },
    "livechat": {
      "meta": {},
      "agents": ["agent@keyreply.com", "agent2@keyreply.com"],
      "tags": [
        "channel:webchat",
        "PartitionKey:localhost",
        "RowKey:e229a5cd-8bfc-44d3-99cc-589dcc8af1c6"
      ],
      "status": "attending",
      "resolved": false,
      "formData": {
        "channel": "Web Chat"
      },
      "RowKey": "clkw0ktug001vw3bp5soc694a",
      "PartitionKey": "localhost",
      "date_created": "2023-08-04T03:16:22.171Z",
      "last_modified": "2023-08-04T03:16:24.406Z",
      "user_id": "e229a5cd-8bfc-44d3-99cc-589dcc8af1c6",
      "sessionId": "c98817d2-ed3b-4162-b865-bbe66ae831a0",
      "startQueueTime": "2023-08-04T03:16:22.172Z",
      "startResolveTime": "2023-08-04T03:16:24.406Z",
      "endResolveTime": null,
      "endedBy": null,
      "department": "00000000-0000-0000-0000-000000000000",
      "provider": "keyreply",
      "waiting_for_assignment": false
    }
  },
  "sentAt": "2023-08-04T03:16:24.981Z"
}

After live chat session ends

Triggered when:

A visitor, agent, or system ends a live chat session.
The system can end a live chat session if the inactivity manager is triggered.

Example use cases:

You want to update in real time which live chat session has finished on your agent dashboard.

{
  {
  "id": "clkw0le1t002iw3bpdnsagsoz",
  "event": "handover:afterLivechatSessionEnded",
  "payload": {
    "visitor": {
      "RowKey": "e229a5cd-8bfc-44d3-99cc-589dcc8af1c6",
      "PartitionKey": "localhost",
      "session_id": "c98817d2-ed3b-4162-b865-bbe66ae831a0",
      "userQueryTopic": "department A"
    },
    "livechat": {
      "meta": {},
      "agents": [
        "agent@keyreply.com"
      ],
      "tags": [
        "channel:webchat",
        "PartitionKey:localhost",
        "RowKey:e229a5cd-8bfc-44d3-99cc-589dcc8af1c6"
      ],
      "status": "resolved",
      "resolved": true,
      "formData": {
        "channel": "Web Chat"
      },
      "RowKey": "clkw0ktug001vw3bp5soc694a",
      "PartitionKey": "localhost",
      "date_created": "2023-08-04T03:16:22.171Z",
      "last_modified": "2023-08-04T03:16:48.282Z",
      "user_id": "e229a5cd-8bfc-44d3-99cc-589dcc8af1c6",
      "sessionId": "c98817d2-ed3b-4162-b865-bbe66ae831a0",
      "startQueueTime": "2023-08-04T03:16:22.172Z",
      "startResolveTime": "2023-08-04T03:16:24.406Z",
      "endResolveTime": "2023-08-04T03:16:48.282Z",
      "endedBy": "agent",
      "department": "00000000-0000-0000-0000-000000000000",
      "provider": "keyreply",
      "waiting_for_assignment": false
    }
  },
    "sentAt": "2023-08-04T03:16:48.353Z"
  }
}

After a livechat is escalated

Triggered when:

An agent escalates a live chat session to another queue or department.

Example use cases:

You want to notify the new department about the escalated live chat session.

Payload information:

"livechat" refers to the previous live chat session that was escalated.
"escalatedLivechat" refers to the new live chat session that has been escalated to.
"visitor" data contains the visitor data after the chat has been successfully escalated, not the visitor data before the chat was escalated.

{
  "id": "clos331xj005bw0bq7phx0upq",
  "event": "handover:afterLivechatSessionEscalated",
  "payload": {
    "visitor": {
      "userQueryTopic": "department B",
      "RowKey": "9f56c9ee-af55-4ff2-bc72-66757fe42903",
      "PartitionKey": "localhost",
      "session_id": "a46becd6-b456-4826-9123-7ca5dc413581"
    },
    "livechat": {
      "meta": {
        "escalate_logs": "[{\"department\":\"department A\",\"date_created\":\"2023-11-10T03:54:06.785Z\"}]"
      },
      "agents": ["agent_load_testing_1@keyreply.com"],
      "tags": [
        "channel:webchat",
        "PartitionKey:localhost",
        "RowKey:9f56c9ee-af55-4ff2-bc72-66757fe42903"
      ],
      "status": "resolved",
      "resolved": true,
      "formData": {
        "channel": "Web Chat"
      },
      "RowKey": "clos3235k004jw0bqfjgs0t91",
      "PartitionKey": "localhost",
      "date_created": "2023-11-10T03:53:31.256Z",
      "last_modified": "2023-11-10T03:54:07.327Z",
      "user_id": "9f56c9ee-af55-4ff2-bc72-66757fe42903",
      "sessionId": "a46becd6-b456-4826-9123-7ca5dc413581",
      "startQueueTime": "2023-11-10T03:53:31.257Z",
      "startResolveTime": "2023-11-10T03:53:34.033Z",
      "endResolveTime": "2023-11-10T03:54:07.327Z",
      "endedBy": "agent",
      "department": "00000000-0000-0000-0000-000000000000",
      "provider": "keyreply",
      "waiting_for_assignment": false
    },
    "escalatedLivechat": {
      "RowKey": "clos32v4k005aw0bq0pb0eszo",
      "PartitionKey": "localhost",
      "startQueueTime": "2023-11-10T03:54:07.509Z",
      "startResolveTime": "2023-11-10T03:54:07.509Z",
      "agents": [],
      "date_created": "2023-11-10T03:54:07.509Z",
      "tags": [
        "channel:webchat",
        "PartitionKey:localhost",
        "RowKey:9f56c9ee-af55-4ff2-bc72-66757fe42903"
      ],
      "resolved": false,
      "user_id": "9f56c9ee-af55-4ff2-bc72-66757fe42903",
      "department": "b26a630e-e388-4c64-a415-429d1a97f1ae",
      "sessionId": "a46becd6-b456-4826-9123-7ca5dc413581",
      "waiting_for_assignment": true,
      "status": "pending",
      "formData": {
        "channel": "Web Chat"
      },
      "provider": "keyreply",
      "meta": {
        "escalate_logs": "[{\"department\":\"department A\",\"date_created\":\"2023-11-10T03:54:06.785Z\"}]"
      }
    }
  },
  "sentAt": "2023-11-10T03:54:16.330Z"
}

Errors

The KeyReply API uses the following error codes:

Error Code	Meaning
400	Bad Request -- Your request is invalid.
401	Unauthorized -- Your API key is wrong.
403	Forbidden -- The data requested is hidden for administrators only.
404	Not Found -- The specified data could not be found.
405	Method Not Allowed -- You tried to access a data with an invalid method.
429	Too Many Requests -- You're requesting too many data! Slow down!
500	Internal Server Error -- We had a problem with our server. Try again later.
503	Service Unavailable -- We're temporarily offline for maintenance. Please try again later.