{ "openapi": "3.0.0", "info": { "version": "", "title": "Conversation Manager APIs", "description": "This section provides the requisite APIs needed to create Conversation Manager accounts and to configure conversation workflows. \nTo create the Conversation Manager acccount, use the Conversation APIs in this order when setting up a complete eGain application:\n* Authentication\n* Client Application\n* Participant \n* Channel \n* Orchestration \n* Account \n\nAfter the account is created you can use the following APIs to send / receive messages.\n* Conversation \n* Asset\n\nNote: You can configure your system to use third party Bots and third party Channels. The API instructions provided here assume you are using eGain's application setup.\n" }, "servers": [ { "url": "https://api-qe1.ezdev.net/conversation/conversationmgr/v3", "description": "Production Server" } ], "security": [ { "oAuthClient": [ "https://api-qe1.ezdev.net/auth/.default" ] } ], "tags": [ { "name": "Authentication", "description": "Use this API to register client callback Authentication methods using oAuth or Basic Authentication." }, { "name": "Client Application", "description": "Use this API to register external client applications where we send and receive messages." }, { "name": "Participant", "description": "Use this API to register Bots. You can register multiple Bots for each client application." }, { "name": "Channel", "description": "Use this API to register and define channel parameters which is used for chat messages." }, { "name": "Orchestration", "description": "Use this API to configure workflows for conversation between participants (Customer/Agent/Bot applications)." }, { "name": "Account", "description": "Use this API to create the Conversation Account for Conversation Manager." }, { "name": "Conversation", "description": "Use this API to send messages through the Conversation Manager." }, { "name": "Assets", "description": "Use this API to upload/download Assets like attachments." } ], "paths": { "/authentications": { "post": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "createAuthentication", "tags": [ "Authentication" ], "summary": "Create Authentication", "description": "# Overview\nUse this API to register client callback Authentication methods using oAuth or Basic Authentication. This is the first step in creating a new Conversation Account.\nNew Account API process flow: **Authenticiation** > Client Application > Participant > Channel > Orchestration > Account\nUse the ID returned in the response when creating the client application.\nThe Conversation Manager also uses this authentication method when sending messages to the callback URL of the client application.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "requestBody": { "$ref": "#/components/requestBodies/postAuthentication" }, "responses": { "201": { "$ref": "#/components/responses/201_authentication_created" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.read" ], "operationId": "getAllAuthentication", "tags": [ "Authentication" ], "summary": "Get Authentications", "description": "# Overview\nUse this API to Get details of all authentication types in the Conversation Manager.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' assigned to call this API\n", "responses": { "200": { "$ref": "#/components/responses/get_all_authentications" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/authentications/{id}": { "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage", "app.conversation.conversationmgr.read" ], "operationId": "getAuthentication", "tags": [ "Authentication" ], "summary": "Get Authentication", "description": "# Overview\nUse this API to get details of existing Authentication types in the Conversation Manager.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' or 'app.conversation.conversationmgr.read' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "200": { "$ref": "#/components/responses/get_authentication" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "put": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "updateAuthentication", "tags": [ "Authentication" ], "summary": "Update Authentication", "description": "# Overview\nUse this API to update an existing authentication type.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "requestBody": { "$ref": "#/components/requestBodies/putAuthentication" }, "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "delete": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "deleteAuthentication", "tags": [ "Authentication" ], "summary": "Delete Authentication", "description": "# Overview\nUse this API to delete an existing authentication method. An authentication method can not be deleted if it is in use in the client application.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/clientapplications": { "post": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "createClientApplication", "tags": [ "Client Application" ], "summary": "Create Client Application", "description": "# Overview\nAPI to register new Client Applications that can integrate with the Conversation Hub. Client applications are used to send and receive messages.\nNew Account API process flow: Authenticiation > **Client Application** > Participant > Channel > Orchestration > Account\n\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "requestBody": { "$ref": "#/components/requestBodies/postClientApplication" }, "responses": { "201": { "$ref": "#/components/responses/201_client_application_created" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage", "app.conversation.conversationmgr.read" ], "operationId": "getAllClientApplication", "tags": [ "Client Application" ], "summary": "Get Client Applications", "description": "# Overview\nUse this APi to get details of all Client applications.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' or 'app.conversation.conversationmgr.read' scope assigned.\n", "responses": { "200": { "$ref": "#/components/responses/get_all_client_applications" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/clientapplications/{id}": { "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage", "app.conversation.conversationmgr.read" ], "operationId": "getClientApplication", "tags": [ "Client Application" ], "summary": "Get Client Application", "description": "# Overview\nUse this API to get details of the Client application in the Conversation Manager.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' or 'app.conversation.conversationmgr.read' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "200": { "$ref": "#/components/responses/get_client_application" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "put": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "updateClientApplication", "tags": [ "Client Application" ], "summary": "Update Client Application", "description": "# Overview\nUse this API to update an existing Client application registered with the Conversation Manager.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "requestBody": { "$ref": "#/components/requestBodies/putClientApplication" }, "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "delete": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "deleteClientApplication", "tags": [ "Client Application" ], "summary": "Delete Client Application", "description": "# Overview\nUse this APi to delete a Client application. If client application is used by a participant then it can not be deleted.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/participants": { "post": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "createParticipant", "tags": [ "Participant" ], "summary": "Create Participant", "description": "# Overview\nThis API allow you to register participant\nNew Account API process flow: Authenticiation > Client Application > **Participant** > Channel > Orchestration > Account\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "requestBody": { "$ref": "#/components/requestBodies/postParticipant" }, "responses": { "201": { "$ref": "#/components/responses/201_participant_created" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage", "app.conversation.conversationmgr.read" ], "operationId": "getAllParticipant", "tags": [ "Participant" ], "summary": "Get Participants", "description": "# Overview\nUse this API to Get details of all participants.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' or 'app.conversation.conversationmgr.read' scope assigned.\n", "responses": { "200": { "$ref": "#/components/responses/get_all_participants" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/participants/{id}": { "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage", "app.conversation.conversationmgr.read" ], "operationId": "getParticipant", "tags": [ "Participant" ], "summary": "Get Participant", "description": "# Overview\nUse this API to Get details of an existing Participant\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' or 'app.conversation.conversationmgr.read' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "200": { "$ref": "#/components/responses/get_participant" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "put": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "updateParticipant", "tags": [ "Participant" ], "summary": "Update Participant", "description": "# Overview\nUse this API to update an existing participant.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "requestBody": { "$ref": "#/components/requestBodies/putParticipant" }, "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "delete": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "deleteParticipant", "tags": [ "Participant" ], "summary": "Delete Participant", "description": "# Overview\nUse this API to delete an existing participant.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/channels": { "post": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "createChannel", "tags": [ "Channel" ], "summary": "Create Channel", "description": "# Overview\nUse this API to register and define custom channel parameters in the Conversation Manager which is used for chat messages. \nNew Account API process flow: Authenticiation > Client Application > Participant > **Channel** > Orchestration > Account\n\nNote: You can configure your system to use third party Channels. The API instructions provided here assume you are using eGain's application setup.\n\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "requestBody": { "$ref": "#/components/requestBodies/postChannel" }, "responses": { "201": { "$ref": "#/components/responses/201_channel_created" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage", "app.conversation.conversationmgr.read" ], "operationId": "getAllChannels", "tags": [ "Channel" ], "summary": "Get Channels", "description": "# Overview\nUse this API to Get all channel details for the Conversation Manager. \n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' or 'app.conversation.conversationmgr.read' scope assigned.\n", "responses": { "200": { "$ref": "#/components/responses/get_all_channels" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/channels/{id}": { "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage", "app.conversation.conversationmgr.read" ], "operationId": "getChannel", "tags": [ "Channel" ], "summary": "Get Channel", "description": "# Overview\nUse this API to Get channel detail information in the Conversation Manager.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' or 'app.conversation.conversationmgr.read' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "200": { "$ref": "#/components/responses/get_channel" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "put": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "updateChannel", "tags": [ "Channel" ], "summary": "Update Channel", "description": "# Overview\nUse this API to update an existing channel in the Conversation Manager with your specific custom requirements.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "requestBody": { "$ref": "#/components/requestBodies/putChannel" }, "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "delete": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "deleteChannel", "tags": [ "Channel" ], "summary": "Delete Channel", "description": "# Overview\nUse this API to delete a channel in the Conversation Manager. A channel can not be deleted if it is in use in the client application.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/orchestrations": { "post": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "createOrchestration", "tags": [ "Orchestration" ], "summary": "Create Orchestration", "description": "# Overview\nUse this API to configure workflows for conversations between participants (Customer/Agent/Bot applications).\nNew Account API process flow: Authenticiation > Client Application > Participant > Channel > **Orchestration** > Account \n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "requestBody": { "$ref": "#/components/requestBodies/postOrchestration" }, "responses": { "201": { "$ref": "#/components/responses/201_orchestration_created" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage", "app.conversation.conversationmgr.read" ], "operationId": "getAllOrchestration", "tags": [ "Orchestration" ], "summary": "Get Orchestrations", "description": "# Overview\nUse this API to Get all conversation orchestration details.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' or 'app.conversation.conversationmgr.read' scope assigned.\n", "responses": { "200": { "$ref": "#/components/responses/get_all_orchestrations" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/orchestrations/{id}": { "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage", "app.conversation.conversationmgr.read" ], "operationId": "getOrchestration", "tags": [ "Orchestration" ], "summary": "Get Orchestration", "description": "# Overview\nUse this API to Get orchestration details.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' or 'app.conversation.conversationmgr.read' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "200": { "$ref": "#/components/responses/get_orchestration" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "put": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "updateOrchestration", "tags": [ "Orchestration" ], "summary": "Update Orchestration", "description": "# Overview\nUse this API to update existing orchestration configuration.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "requestBody": { "$ref": "#/components/requestBodies/putOrchestration" }, "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "delete": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "deleteOrchestration", "tags": [ "Orchestration" ], "summary": "Delete Orchestration", "description": "# Overview\nUse this API to delete an existing orchestration. If an orchestration object is in use in a channel account, then the orchestration object cannot be deleted.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/accounts": { "post": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "createAccount", "tags": [ "Account" ], "summary": "Create Account", "description": "# Overview\nUse this API to create a Conversation Account for the Conversation Manager. \nNew Account API process flow: Authentication > Client Application > Participant > Channel > Orchestration > **Account**\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "requestBody": { "$ref": "#/components/requestBodies/postAccount" }, "responses": { "201": { "$ref": "#/components/responses/201_account_created" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage", "app.conversation.conversationmgr.read" ], "operationId": "getAllAccounts", "tags": [ "Account" ], "summary": "Get Accounts", "description": "# Overview\nThis APIs allows you to get details of all accounts\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' or 'app.conversation.conversationmgr.read' scope assigned.\n", "responses": { "200": { "$ref": "#/components/responses/get_all_accounts" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/accounts/{id}": { "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage", "app.conversation.conversationmgr.read" ], "operationId": "getAccount", "tags": [ "Account" ], "summary": "Get account", "description": "# Overview\nUse this API to get details of a registered Conversation Manager account. \n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' or 'app.conversation.conversationmgr.read' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "200": { "$ref": "#/components/responses/get_account" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "put": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "updateAccount", "tags": [ "Account" ], "summary": "Update account", "description": "# Overview\nThis APIs allows you to update an existing Conversation Manager account.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "requestBody": { "$ref": "#/components/requestBodies/putAccount" }, "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/400_common_bad_request" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "delete": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.manage" ], "operationId": "deleteAccount", "tags": [ "Account" ], "summary": "Delete account", "description": "# Overview\nUse this API to delete a Conversation Manager account.\n## Scope\nClient application must have 'app.conversation.conversationmgr.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "204": { "description": "No Content" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/conversations/messages": { "post": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.interaction.manage" ], "operationId": "sendMessage", "tags": [ "Conversation" ], "summary": "Send message", "description": "# Overview\nUse this API to send different types of messages to the Conversation Hub. \nConversation Hub delivers messages on a callback URL of registered client applications of recipient.\nRecipient client applications should discard messages of various types, if it doesn't support them. \n\nFollowing table tells which client app can send which type of message\n| Message Type | customer | egain_agent | custom_agent | egain_bot | custom_bot|\n| ---------------------------------------- | ---------| ------------| -------------|-----------|-----------|\n| text | Y | Y | Y | Y | Y |\n| typing.start | Y | Y | Y | Y | Y |\n| typing.end | Y | Y | Y | Y | Y |\n| escalation.transfer | N | Y | Y | Y | Y |\n| pagePush | N | Y | Y | Y | Y |\n| conversation.state | N | Y | Y | N | N |\n| agent.join | N | Y | Y | N | N |\n| agent.available | N | Y | Y | N | N |\n| agent.unavailable | N | Y | Y | N | N |\n| agent.transfer | N | Y | Y | N | N |\n| queue.transfer | N | Y | Y | N | N |\n| richMessage.listpicker | N | Y | Y | Y | Y |\n| richMessage.quickreply | N | Y | Y | Y | Y |\n| richMessage.template | N | Y | Y | Y | Y |\n| richMessage.timepicker | N | Y | Y | Y | Y |\n| richMessage.richlink | N | Y | Y | Y | Y |\n| richMessage.form | N | Y | Y | Y | Y |\n| richMessage.payment | N | Y | Y | Y | Y |\n| richMessage.app | N | Y | Y | Y | Y |\n| richMessage.authentication | N | Y | Y | Y | Y |\n| authentication.success | Y | N | N | N | N |\n| authentication.failure | Y | N | N | N | N |\n| customer.info | Y | Y | Y | Y | Y |\n| customer.active | Y | N | N | N | N |\n| customer.inactive | Y | N | N | N | N |\n| error | Y | Y | Y | Y | Y |\n| delete.soft | Y | N | N | N | N |\n| delete.permanent | Y | N | N | N | N |\n| undo | Y | N | N | N | N |\n| conversation.end | Y | Y | Y | Y | Y |\n\n## Scope\nClient application must have 'app.conversation.conversationmgr.interaction.manage' assigned to call this API\n", "requestBody": { "$ref": "#/components/requestBodies/postSendMessage" }, "responses": { "202": { "$ref": "#/components/responses/202_send_message" }, "400": { "$ref": "#/components/responses/400_send_message" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_send_message" }, "500": { "$ref": "#/components/responses/InternalServerError" } }, "callbacks": { "customBotRequestData": { "$ref": "#/components/callbacks/customBotRequestData" }, "agentRequestData": { "$ref": "#/components/callbacks/agentRequestData" }, "customerRequestData": { "$ref": "#/components/callbacks/customerRequestData" } } } }, "/conversations/{id}": { "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.interaction.manage", "app.conversation.conversationmgr.interaction.read" ], "operationId": "fetchConversation", "tags": [ "Conversation" ], "summary": "Get conversation", "description": "# Overview\nUse this API to get details of a completed conversation using conversation id.\n## Scope\nClient application must have 'app.conversation.conversationmgr.interaction.manage' or 'app.conversation.conversationmgr.interaction.read' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "200": { "$ref": "#/components/responses/get_conversation" }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/Forbidden" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "406": { "$ref": "#/components/responses/NotAcceptable" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/assets": { "post": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.interaction.manage" ], "operationId": "createAsset", "tags": [ "Assets" ], "summary": "Create Asset", "description": "# Overview\nUse this API to generate a signed URL for uploading an asset.\nUse contentUrl in response as it is used for uploading content.\nMake sure you upload files which have the same content type and size that was provided at the the time of signed url generation.\n## Scope\nClient application must have 'app.conversation.conversationmgr.interaction.manage' assigned to call this API\n", "requestBody": { "required": true, "content": { "application/json": { "schema": { "$ref": "#/components/schemas/ConversationAsset" }, "example": { "channel": { "type": "sms" }, "sender": { "type": "customer" }, "name": "bird.jpg", "size": 17245 } } } }, "responses": { "200": { "description": "OK", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PreUploadAssetResponse" }, "example": { "id": "8de578e2-f7b8-462b-94b7-7d3358af9756", "contentUrl": "https://dev-storageservice-ext.ezdev.net/core/assetmgr/v3/assets/upload?signature=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJtZXRob2QiOiJQT1NUIiwiaXNzIj", "contentUrlExpiry": "2022-01-27T20:04:25.498Z" } } } }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "500": { "$ref": "#/components/responses/InternalServerError" } } } }, "/assets/{id}": { "get": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.interaction.manage", "app.conversation.conversationmgr.interaction.read" ], "operationId": "getAsset", "tags": [ "Assets" ], "summary": "Get Asset", "description": "Use this API to generate a signed URL for downloading content. Use contentUrl in response as it used is for downloading content.\n## Scope\nClient application must have 'app.conversation.conversationmgr.interaction.manage' or 'app.conversation.conversationmgr.interaction.read' assigned to call this API\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "200": { "description": "OK", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PreDownloadAssetResponse" }, "example": { "id": "7b6c5fff-036e-4a40-b68a-a67c592fc079", "name": "bird.jpeg", "contentType": "image/jpeg", "size": 17245, "contentUrl": "http://storage-ext.egain.cloud/core/assetmgr/v3/chat.attachments/download?signature=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhdWQiOiI5OThiNjFjMWRlYmM0OTRiYWVkNjhmNTkxM2U5", "contentUrlExpiry": "2023-01-13T16:45:27.457Z" } } } }, "400": { "$ref": "#/components/responses/BadRequest" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" }, "500": { "$ref": "#/components/responses/InternalServerError" } } }, "delete": { "x-egain-app-permissions": [ "app.conversation.conversationmgr.interaction.manage" ], "operationId": "deleteAsset", "tags": [ "Assets" ], "summary": "Delete Asset", "description": "# Overview\nUse this API to delete an asset. After an asset is used in a message the asset cannot be deleted.\n## Scope\nClient application must have 'app.conversation.conversationmgr.interaction.manage' scope assigned.\n", "parameters": [ { "$ref": "#/components/parameters/id" } ], "responses": { "204": { "description": "No Content" }, "401": { "$ref": "#/components/responses/401_invalid_authorization" }, "403": { "$ref": "#/components/responses/403_scope_not_assigned" }, "404": { "$ref": "#/components/responses/404_common_not_found" } } } } }, "components": { "securitySchemes": { "oAuthClient": { "type": "oauth2", "description": "Authenticate as a client (Server to Server).", "flows": { "clientCredentials": { "tokenUrl": "https://login-qe1.ezdev.net/global/c19f8e1f-0bba-45c2-a8f7-e33ce3d55ac8/oauth2/v2.0/token", "scopes": { "https://api-qe1.ezdev.net/auth/.default": "Default scope" } } }, "x-defaultClientId": "0bea8141-2645-42c2-ad2e-5840325ad053" } }, "schemas": { "PaginationInfo": { "type": "object", "properties": { "count": { "type": "integer", "description": "Total number of records that match criteria of API call" }, "pagenum": { "type": "integer", "description": "Page number" }, "pagesize": { "type": "integer", "description": "Number of results per page" } } }, "Attribute": { "type": "object", "required": [ "name", "value" ], "properties": { "name": { "type": "string", "minLength": 1, "maxLength": 255, "description": "name of attribute" }, "value": { "type": "string", "description": "value of attribute", "minLength": 1, "maxLength": 1023 } } }, "Oauth2Authentication": { "description": "OAuth type authentication for callback APIs specified in Client application. Conversation Hub will generate token using this API and use it until it receives 401 from callback API", "type": "object", "required": [ "name", "type", "oauth2" ], "properties": { "name": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Unique name for authentication method" }, "description": { "type": "string", "minLength": 1, "maxLength": 1023 }, "active": { "type": "boolean", "default": true }, "type": { "type": "string", "description": "Type of authentication", "enum": [ "oauth2" ], "example": "oauth2" }, "oauth2": { "type": "object", "required": [ "tokenRequestUrl", "method", "headers", "payload", "accessTokenPath" ], "properties": { "tokenRequestUrl": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Access token API" }, "method": { "type": "string", "enum": [ "POST", "GET" ], "description": "Http method for access token API" }, "headers": { "type": "array", "minItems": 1, "maxItems": 25, "items": { "$ref": "#/components/schemas/Attribute" } }, "payload": { "type": "string", "description": "Access token request payload", "minLength": 1, "maxLength": 1024 }, "accessTokenPath": { "type": "string", "description": "The JSON query path of an access token in the returned JSON response", "example": "$.accessToken", "minLength": 1, "maxLength": 1024 } } } } }, "BasicAuthentication": { "type": "object", "required": [ "name", "type", "basicAuth" ], "properties": { "name": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Unique name for authentication method" }, "description": { "type": "string", "minLength": 1, "maxLength": 1023 }, "type": { "type": "string", "description": "Type of authentication", "enum": [ "basic" ], "example": "basic" }, "active": { "type": "boolean", "default": true }, "basicAuth": { "type": "object", "required": [ "username", "password" ], "properties": { "username": { "type": "string", "minLength": 1, "maxLength": 255 }, "password": { "type": "string", "minLength": 1, "maxLength": 255 } } } } }, "Authentication": { "description": "Authentication mechanism for callback url configured in client application", "oneOf": [ { "$ref": "#/components/schemas/Oauth2Authentication" }, { "$ref": "#/components/schemas/BasicAuthentication" } ] }, "GetAuthenticationData": { "allOf": [ { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36 }, "created": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" }, "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } }, { "$ref": "#/components/schemas/Authentication" } ] }, "WSErrorCommon": { "type": "object", "title": "Error Response", "required": [ "code", "developerMessage" ], "properties": { "code": { "title": "Code Identifier", "description": "String that follow the pattern {integer}-{integer}. \n * The first part is http status code. The code is unique as a whole. Nothing common between 400-101 and 404-101\n", "allOf": [ { "type": "string" } ] }, "developerMessage": { "title": "Developer Message", "description": "Response explaining what happened", "allOf": [ { "type": "string", "minLength": 0, "maxLength": 255 } ] }, "details": { "title": "Response Details", "allOf": [ { "type": "array", "items": { "type": "object", "required": [ "key" ], "properties": { "key": { "title": "Key", "allOf": [ { "type": "string", "minLength": 0, "maxLength": 255 } ] }, "value": { "title": "Value", "allOf": [ { "type": "string", "minLength": 0, "maxLength": 255 } ] } } }, "minItems": 0, "maxItems": 30 } ] }, "userMessage": { "title": "User Message", "description": "UI friendly message only supported by some API. \n * Client must request explicitly by passing X-egain-error-message=yes header\n", "allOf": [ { "type": "string", "minLength": 0, "maxLength": 1024 } ] } } }, "PostAuthenticationData": { "allOf": [ { "$ref": "#/components/schemas/Authentication" }, { "type": "object" } ] }, "Id": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated for the object." } } }, "PutAuthenticationData": { "allOf": [ { "$ref": "#/components/schemas/Authentication" }, { "type": "object", "properties": { "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } } ] }, "Role": { "type": "object", "description": "Details of role client application is playing.", "required": [ "name", "version", "callback", "notificationEmail" ], "properties": { "name": { "type": "string", "minLength": 1, "maxLength": 255, "uniqueItems": true, "description": "Client aplication type", "enum": [ "customer", "custom_bot", "egain_bot", "egain_agent", "custom_agent", "business_notification" ] }, "version": { "type": "string", "description": "Conversation Hub will send payload which is specific to this version.", "enum": [ "v1", "v3" ], "example": "v3" }, "callback": { "type": "string", "minLength": 1, "maxLength": 1023, "description": "Callback API to recieve messages from Conversation Hub sent by various participants in conversation. Callback APIs needs to respond within 5 seconds. We strongly recommend to process message asynchronously. API must return 401 if Authorization header is expired, Conversation Hub will generate new Authorization header on 401.", "example": "https://example.support.com/messaging/callback/customer" }, "notificationEmail": { "type": "string", "minLength": 1, "maxLength": 255, "description": "If client application callback is not reachable, Conversation Hub sends a notification to this email address", "example": "admin@example.com" }, "headers": { "type": "array", "minItems": 1, "maxItems": 25, "description": "Custom headers for callback, Conversation Hub will include these while sending message to callback", "items": { "$ref": "#/components/schemas/Attribute" } }, "authentication": { "description": "Authentication for callback API.", "type": "object", "required": [ "id" ], "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated for client application", "example": "a987d07a-d59c-11ea-87d0-0242ac13000." } } } } }, "ClientApplication": { "type": "object", "description": "Client application represents application which sends messages to Conversation hub from customer/bot/agent. And receives messages from Conversation Hub and sends them back to customer/bot/agent. If you are using eGain bot of eGain agent then you don't have to register client application for that", "required": [ "name", "roles" ], "properties": { "name": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Unique name for client application" }, "description": { "type": "string", "minLength": 1, "maxLength": 1023 }, "active": { "type": "boolean", "default": true }, "roles": { "type": "array", "minItems": 1, "maxItems": 7, "items": { "$ref": "#/components/schemas/Role" } } } }, "GetClientApplicationData": { "allOf": [ { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36 }, "created": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" }, "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } }, { "$ref": "#/components/schemas/ClientApplication" } ] }, "PostClientApplicationData": { "allOf": [ { "$ref": "#/components/schemas/ClientApplication" }, { "type": "object", "required": [ "name", "roles" ] } ] }, "PutClientApplicationData": { "allOf": [ { "$ref": "#/components/schemas/ClientApplication" }, { "type": "object", "required": [ "name", "roles" ], "properties": { "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } } ] }, "Intent": { "type": "object", "required": [ "value", "displayValue" ], "properties": { "value": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Internal value for intent." }, "displayValue": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Display value for intent." } } }, "Intents": { "type": "object", "description": "Intents supported by bot.", "required": [ "intent" ], "properties": { "intent": { "type": "array", "minItems": 1, "maxItems": 500, "items": { "$ref": "#/components/schemas/Intent" } } } }, "Participant": { "type": "object", "description": "Conversation participant. Currently only participant for custom bots needs to be registered.", "required": [ "name", "type", "application" ], "properties": { "name": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Unique name for participant" }, "type": { "type": "string", "description": "Type of participant. eGain Bot participants are created automatically when bot is created in eGain VA application.", "enum": [ "custom_bot", "egain_bot" ] }, "description": { "type": "string", "minLength": 1, "maxLength": 1023 }, "active": { "type": "boolean", "default": true }, "application": { "type": "object", "required": [ "id" ], "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "ID to clientApplication, messages for this participant are sent to call back url registered in this client application", "example": "d987d07a-d59c-11ea-87d0-0242ac130001" } } }, "intents": { "$ref": "#/components/schemas/Intents" }, "options": { "type": "array", "minItems": 1, "maxItems": 25, "items": { "$ref": "#/components/schemas/Attribute" } } } }, "GetParticipantData": { "allOf": [ { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36 }, "created": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" }, "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } }, { "$ref": "#/components/schemas/Participant" } ] }, "PostParticipantData": { "allOf": [ { "$ref": "#/components/schemas/Participant" }, { "type": "object", "required": [ "name", "type", "application" ] } ] }, "PutParticipantData": { "allOf": [ { "$ref": "#/components/schemas/Participant" }, { "type": "object", "required": [ "name", "type", "application" ], "properties": { "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } } ] }, "AttachmentPolicy": { "type": "object", "properties": { "enabled": { "type": "boolean", "default": true, "description": "if this flag is set to true then application will allow inbound attachments" }, "maxSize": { "type": "integer", "default": 10485760, "minimum": 1, "maximum": 10485760 }, "type": { "type": "string", "description": "Whether to allow or block files with extension provided in 'attachmentPolicy.extensions'", "enum": [ "allow", "block" ] }, "extensions": { "type": "array", "minItems": 1, "maxItems": 75, "description": "File extensions", "items": { "type": "string", "minLength": 1, "maxLength": 255 } } } }, "InboundRestrictions": { "type": "object", "description": "Channel restrictions messages coming from customer.", "properties": { "maxTextLength": { "type": "integer", "description": "Number of characters allowed in text message.", "minimum": 1, "maximum": 10000, "default": 10000, "example": 140 }, "attachmentPolicy": { "$ref": "#/components/schemas/AttachmentPolicy" }, "features": { "type": "array", "minItems": 1, "maxItems": 4, "description": "if no features are provided then application will allow participants to send typing events, attachments and richText ( html content)", "items": { "type": "string", "enum": [ "typing_events", "attachments", "richText", "delivery_receipts" ] } } } }, "OutboundRestriction": { "type": "object", "description": "Channel restrictions on messages/attachments sent to customer.", "properties": { "maxTextLength": { "type": "integer", "description": "Number of characters allowed in text message.", "minimum": 1, "maximum": 10000, "default": 10000, "example": 140 }, "systemMessages": { "type": "boolean", "description": "Based on this flag eGain Agent application decides whether to send system messages or not", "default": false }, "midChatAuth": { "type": "boolean", "description": "Based on this flag eGain Agent application will decides whether to support mid chat authentiation or not..", "default": false }, "attachmentPolicy": { "$ref": "#/components/schemas/AttachmentPolicy" }, "features": { "type": "array", "minItems": 1, "maxItems": 3, "description": "if no features are provided then application will not allow participants to send typing events, attachments and richText ( html content)", "items": { "type": "string", "enum": [ "typing_events", "attachments", "richText", "delivery_receipts" ] } }, "customerServiceWindow": { "type": "object", "required": [ "durationMinutes" ], "properties": { "durationMinutes": { "type": "integer", "minimum": 1, "maximum": 10080, "description": "After this duration advisor is not allowed to send free text reply to customer. Advisor can sed only message types defined in continueMessageTypes.\n" }, "continueMessageTypes": { "type": "array", "minItems": 1, "description": "Type of message to be allowed to send to customer after durationMinutes", "items": { "type": "string", "enum": [ "listpicker", "timepicker", "richlink", "quickreply", "template", "form", "authentication", "payment", "app" ] } } } }, "richMessageTypes": { "type": "array", "minItems": 1, "maxItems": 9, "description": "Rich message types that channel supports.\nIf no rich message types are provided then application will not allow participants to send rich messages types.\n", "items": { "type": "string", "enum": [ "listpicker", "timepicker", "richlink", "quickreply", "template", "form", "authentication", "payment", "app" ] } } } }, "Restrictions": { "type": "object", "description": "Channel restriction on inbound(from customer) and outbound( to customer) messages.", "properties": { "inbound": { "$ref": "#/components/schemas/InboundRestrictions" }, "outbound": { "$ref": "#/components/schemas/OutboundRestriction" } } }, "L10nProperties": { "type": "object", "description": "System messages that conversation Hub will send in case of various error scenarios", "required": [ "language", "properties" ], "properties": { "language": { "type": "string", "description": "language of properties", "enum": [ "en-US", "es-ES", "fr-FR", "it-IT", "de-DE", "nl-NL", "pt-BR", "pt-PT", "da-DK", "ru-RU", "fr-CA", "zh-CN", "ja-JP", "ko-KR", "sv-SE" ], "example": "en-US" }, "properties": { "type": "array", "minItems": 1, "maxItems": 75, "items": { "$ref": "#/components/schemas/Attribute" } } } }, "Channel": { "type": "object", "properties": { "type": { "type": "string", "description": "Unique channel type. Do not prefix with 'custom.' for channels supported by eGain.", "minLength": 1, "maxLength": 255, "example": "custom.teams" }, "displayName": { "type": "string", "minLength": 1, "maxLength": 255, "example": "Teams" }, "icon": { "type": "string", "minLength": 1, "maxLength": 512000, "description": "base64 encoded image. This icon is used in eGain Chat Advisor desktop for activities of this channel. If eGain Chat is used for live agents then use icon file in ‘png’ format with pixel dimensions 32 X 32." }, "description": { "type": "string", "minLength": 1, "maxLength": 1023 }, "active": { "type": "boolean", "default": true }, "restrictions": { "$ref": "#/components/schemas/Restrictions" }, "l10nProperties": { "type": "array", "minItems": 1, "maxItems": 25, "items": { "$ref": "#/components/schemas/L10nProperties" } } } }, "GetChannelData": { "allOf": [ { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36 }, "created": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" }, "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } }, { "$ref": "#/components/schemas/Channel" } ] }, "PostChannelData": { "allOf": [ { "$ref": "#/components/schemas/Channel" }, { "type": "object", "required": [ "type", "displayName", "icon" ] } ] }, "PutChannelData": { "allOf": [ { "$ref": "#/components/schemas/Channel" }, { "type": "object", "required": [ "type", "displayName", "icon" ], "properties": { "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } } ] }, "Orchestration": { "type": "object", "description": "Conversation orchestration. Register bot, customer and agent client applications before creating this object.", "properties": { "name": { "type": "string", "description": "Name for orchestration", "example": "default_orhchestration" }, "description": { "type": "string", "minLength": 1, "maxLength": 1023 }, "active": { "type": "boolean", "default": true }, "applications": { "type": "object", "properties": { "botConfiguration": { "type": "object", "description": "Required if agentConfiguration is not provided", "required": [ "bots" ], "properties": { "forwardTranscript": { "type": "boolean", "description": "If VA session is not escalated and customer is identifiable then forward transcript to eGain agent", "default": true }, "bypassVaDuration": { "type": "number", "minimum": 1, "maximum": 10080, "description": "If customer returns before this duration(in minutes) ends then bypass va and escalate to agent directly." }, "bots": { "type": "array", "minItems": 1, "maxItems": 1, "items": { "type": "object", "required": [ "id", "participant" ], "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub for bot client application." }, "participant": { "type": "object", "required": [ "id" ], "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub for bot participant." } } }, "onEscalation": { "type": "object", "required": [ "agent" ], "properties": { "agent": { "type": "object", "required": [ "id" ], "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub for agent client application, on escalation from bot, message will be sent to this client application" } } } } } } } } } }, "customerConfiguration": { "type": "object", "required": [ "customer" ], "description": "details of customer client app, this object must be specified for custom channels.", "properties": { "customer": { "type": "object", "required": [ "id" ], "description": "Replies sent by bot or agent will be sent to this client application", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub for customer client application" } } } } }, "agentConfiguration": { "type": "object", "required": [ "agents" ], "description": "Details of agent client app. Required if botConfiguration is not provided.", "properties": { "agents": { "type": "array", "minItems": 1, "maxItems": 1, "items": { "type": "object", "required": [ "id" ], "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub for agent application" } } } } } } } } } }, "GetOrchestrationData": { "allOf": [ { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36 }, "created": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" }, "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } }, { "$ref": "#/components/schemas/Orchestration" } ] }, "PostOrchestrationData": { "allOf": [ { "$ref": "#/components/schemas/Orchestration" }, { "type": "object", "required": [ "name", "applications" ] } ] }, "PutOrchestrationData": { "allOf": [ { "$ref": "#/components/schemas/Orchestration" }, { "type": "object", "required": [ "name", "applications" ], "properties": { "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } } ] }, "CaseManagement": { "type": "object", "properties": { "sameCaseDuration": { "type": "number", "minimum": 1, "maximum": 10080, "description": "If same customer returns before this duration ends, then chat activity will be linked with same case." }, "copyCustomAttributes": { "type": "boolean", "description": "If bypass VA feature is enabled in orchestration object and if set to true, then custom attributes from previous conversation will be copied for this conversation as well." } } }, "EntryPoint": { "type": "object", "required": [ "id" ], "properties": { "id": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Unique id of entrypoint in client application" } } }, "ChatConfigurations": { "type": "object", "required": [ "orchestration", "entryPoint" ], "properties": { "timeout": { "type": "number", "minimum": 3, "maximum": 10080, "default": 240, "description": "Timeout for conversation created for this account. Time is calculated from last message in conversation.\nClient applications should start new conversation after timeout.\n" }, "defaultLanguage": { "type": "string", "description": "Default language", "default": "en-US", "example": "en-US" }, "onAgentUnavailability": { "type": "string", "enum": [ "off_hours", "retain_and_retry" ], "default": "off_hours", "description": "This attribute indicates action on agent unavailability, in case of 'off_hours' if agent is not available then 'off hours' message is sent back. In case of 'retain_and_retry' message is held on Conversation Hub until agent is online", "example": "off_hours" }, "allowLogoutWithOpenChats": { "type": "boolean", "default": false, "description": "Allow agents to logout with open messages in their inbox." }, "allowQueueTransferOnAgentUnavailability": { "type": "boolean", "default": false, "description": "Allow agents to transfer messages back to queue when no agents are available." }, "orchestration": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated for orchestration object, which will be used for orchestration of conversations for this account", "example": "c987d07a-d59c-11ea-87d0-0242ac13000d" } } }, "entryPoint": { "$ref": "#/components/schemas/EntryPoint" } } }, "Account": { "type": "object", "description": "Channel account.", "required": [ "name", "address", "channel", "chatConfigurations" ], "properties": { "name": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Unique name for account" }, "description": { "type": "string", "minLength": 1, "maxLength": 1023 }, "active": { "type": "boolean", "default": true }, "address": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Account ID like email address, phone numbers." }, "channel": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated for account", "example": "c987d07a-d59c-11ea-87d0-0242ac130200" } } }, "caseManagement": { "$ref": "#/components/schemas/CaseManagement" }, "chatConfigurations": { "$ref": "#/components/schemas/ChatConfigurations" }, "attributes": { "type": "array", "minItems": 1, "maxItems": 10, "items": { "$ref": "#/components/schemas/Attribute" } } } }, "GetAccountData": { "allOf": [ { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36 }, "created": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" }, "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } }, { "$ref": "#/components/schemas/Account" } ] }, "PostAccountData": { "allOf": [ { "$ref": "#/components/schemas/Account" }, { "type": "object", "required": [ "name", "address", "channel", "chatConfigurations" ] } ] }, "PutAccountData": { "allOf": [ { "$ref": "#/components/schemas/Account" }, { "type": "object", "required": [ "name", "address", "channel", "chatConfigurations" ], "properties": { "modified": { "type": "string", "format": "date-time", "description": "Last modified time in GMT" } } } ] }, "Metadata": { "type": "array", "minItems": 1, "maxItems": 10, "items": { "$ref": "#/components/schemas/Attribute" } }, "conversationContact": { "type": "string", "example": "email", "enum": [ "email", "phone.mobile", "phone.office", "phone.home", "facebookId", "twitterId", "appleOpaqueId", "other" ], "description": "The contact to be used for the conversation. If this parameter is not provided, the activity created for this conversation will not be associated with any contact point. | The attribute corresponding to the provided value must exist in the customer representation. for example, If provided value is \"email\", the contact in the customer representation must contain an email contact point." }, "lookupContact": { "type": "string", "description": "This parameter indicates the attribute of the contact, on which customer records will be looked up in eGain Solve application.", "example": "email", "enum": [ "email", "phone.mobile", "phone.office", "phone.home", "facebookId", "twitterId", "appleOpaqueId", "other" ] }, "Contact": { "type": "array", "minItems": 1, "maxItems": 25, "items": { "type": "object", "required": [ "type", "address" ], "properties": { "type": { "type": "string", "description": "Contact point type.", "enum": [ "email", "phone", "facebookId", "twitterId", "appleOpaqueId", "other" ] }, "subType": { "type": "string", "description": "sub type of contact point, for example for 'phone' type of contact point, supported subtTypes are mobile, home, office", "example": "mobile", "enum": [ "mobile", "office", "home" ] }, "address": { "type": "string", "description": "Contact point value, if contact point type is email then this value should be email address.", "minLength": 1, "maxLength": 255 } } } }, "Contacts": { "type": "object", "required": [ "contact" ], "properties": { "contact": { "$ref": "#/components/schemas/Contact" } } }, "Customer": { "type": "object", "properties": { "name": { "type": "string", "description": "Name of customer.", "minLength": 1, "maxLength": 255 }, "type": { "type": "string", "description": "Type of customer.", "enum": [ "individual" ] }, "attributes": { "type": "array", "minItems": 1, "maxItems": 10, "items": { "$ref": "#/components/schemas/Attribute" } }, "contacts": { "$ref": "#/components/schemas/Contacts" } } }, "ClientInfo": { "type": "object", "properties": { "timeOffset": { "type": "integer", "minimum": -720, "maximum": 720 }, "referrerName": { "minLength": 1, "maxLength": 255, "type": "string" }, "referrerUrl": { "type": "string", "maxLength": 2500 } } }, "Redact": { "type": "object", "properties": { "redact": { "type": "boolean", "description": "If this flag is true, Conversation Hub will redact the content of message after processing is done.\nIf client applications are receving message from Conversation Hub with this flag value as true, they they should redact content as well.\n", "example": false } } }, "TextContent": { "allOf": [ { "type": "object", "required": [ "text" ], "properties": { "text": { "type": "string", "description": "text version of content", "minLength": 1, "maxLength": 10000 } } }, { "$ref": "#/components/schemas/Redact" } ] }, "HtmlContent": { "allOf": [ { "type": "object", "required": [ "html" ], "properties": { "html": { "type": "string", "description": "html version of content", "minLength": 1, "maxLength": 10000 } } }, { "$ref": "#/components/schemas/Redact" } ] }, "JsonContent": { "allOf": [ { "type": "object", "required": [ "json" ], "properties": { "json": { "type": "string", "description": "json version of content", "minLength": 1, "maxLength": 10000 } } }, { "$ref": "#/components/schemas/Redact" } ] }, "XMLContent": { "allOf": [ { "type": "object", "required": [ "xml" ], "properties": { "xml": { "type": "string", "description": "xml version of content, supported only for custom message types", "minLength": 1, "maxLength": 10000 } } }, { "$ref": "#/components/schemas/Redact" } ] }, "Content": { "oneOf": [ { "$ref": "#/components/schemas/TextContent" }, { "$ref": "#/components/schemas/HtmlContent" }, { "$ref": "#/components/schemas/JsonContent" }, { "$ref": "#/components/schemas/XMLContent" } ] }, "ExternalMessageParticipantData": { "type": "object", "required": [ "name" ], "properties": { "name": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Name of participant(Customer/Bot/Agent). This name will be visible to recipient", "example": "John" } } }, "ExternalMessageClientData": { "type": "object", "required": [ "type", "participant" ], "properties": { "type": { "type": "string", "description": "type of recipient client application", "enum": [ "custom_bot", "egain_bot", "customer" ], "example": "customer" }, "participant": { "$ref": "#/components/schemas/ExternalMessageParticipantData" } } }, "ExternalMessageRecipients": { "type": "object", "properties": { "recipient": { "type": "array", "description": "list of recipients.", "minItems": 1, "maxItems": 1, "items": { "$ref": "#/components/schemas/ExternalMessageClientData" } } } }, "CustomAttribute": { "type": "object", "required": [ "name", "value" ], "properties": { "external": { "type": "boolean", "default": true, "description": "Set this to 'false', if its out of the box attribute or custom attribute of 'activity' or 'customer' objects in eGain system.\nIf its external attribute then set it to true, eGain system will ignore such attributes.\n", "example": true }, "object": { "type": "string", "description": "Name of object this attribute belongs to.", "enum": [ "activity", "customer" ], "example": "activity" }, "name": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Name of attribute, if its custom attribute created on 'activity' or 'customer' object, then prefix name with 'custom.'\nIf its out of the box attribute of these objects then no need to prefix with 'custom.' prefix.\n", "example": "custom.refId" }, "value": { "type": "string", "minLength": 1, "maxLength": 2048, "description": "Value of attribute.", "example": "1234" } } }, "Attributes": { "type": "object", "description": "List of attributes.", "properties": { "attribute": { "type": "array", "minItems": 1, "maxItems": 75, "items": { "$ref": "#/components/schemas/CustomAttribute" } } } }, "ExternalRequestMessage": { "type": "object", "required": [ "type", "sender", "recipients", "sent" ], "properties": { "messageId": { "type": "string", "minLength": 1, "maxLength": 255, "description": "External unique message Id. If message is submitted with same messageId again on same conversation, it will be considered as duplicate and will not be accepted" }, "type": { "type": "object", "required": [ "value" ], "properties": { "value": { "type": "string", "description": "Message type value. Refer https://apidev.egain.cloud/services/messaging/msgtypes/msgtypetable.html to understand which type of messages client applications can send. | Client applications can send custom type of message as well, in that case type value must start with 'custom.', for example, 'custom.order'.", "enum": [ "text", "richMessage.listpicker", "richMessage.timepicker", "richMessage.richlink", "richMessage.quickreply", "richMessage.template", "richMessage.form", "richMessage.app", "richMessage.payment", "richMessage.authentication", "pagePush", "delete.soft", "delete.permanent", "undo" ], "example": "text" } } }, "content": { "$ref": "#/components/schemas/Content" }, "sender": { "$ref": "#/components/schemas/ExternalMessageClientData" }, "recipients": { "$ref": "#/components/schemas/ExternalMessageRecipients" }, "attributes": { "$ref": "#/components/schemas/Attributes" }, "parent": { "type": "object", "required": [ "id" ], "description": "Parent message Id, can be used for error messages to indicate for which message error message is generated.", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub for parent message" }, "messageId": { "type": "string", "minLength": 1, "maxLength": 255, "description": "External messageId of parent message" } } }, "sent": { "type": "string", "format": "date-time", "description": "Sent time in GMT. When this message was sent to recipient." } } }, "ExternalRequestMessages": { "type": "object", "description": "If conversation between customer and custom bot is happened outside of Conversation Hub \nand at the time of escalation if bot needs to share transcript(messages exchanged between customer and bot)\nwith agent then this object can be used to include those messages.\n", "required": [ "message" ], "properties": { "message": { "type": "array", "minItems": 1, "maxItems": 10, "items": { "$ref": "#/components/schemas/ExternalRequestMessage" } } } }, "RequestConversation": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "Conversation Id, If its not passed new conversation is created and its id will be returned in the response, \nwhich should be used for subsequent messages of same conversation.\n" }, "account": { "type": "object", "description": "This object must be passed in first request of conversation. \nConversation Hub needs account address and channel type to start the conversation\n", "required": [ "channel", "address" ], "properties": { "channel": { "type": "object", "required": [ "type" ], "properties": { "type": { "type": "string", "description": "Channel type. This should match with type in Channel object", "minLength": 1, "maxLength": 255 }, "modified": { "type": "string", "format": "date-time", "description": "When channel was last modified. Sent to participants by MH only when its custom channel message. \nClient applications should cache channel object, and that cache should be refreshed if this date changes.\n" }, "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "Channel Id. This can be used to fetch channel details from MH. Sent to participants by MH only when its custom channel message." } } }, "address": { "type": "string", "description": "Channel account address", "minLength": 1, "maxLength": 255 }, "modified": { "type": "string", "format": "date-time", "description": "When account was last modified. Sent to participants by MH only when its custom channel message.\nClient applications should cache account object, and that cache should be refreshed if this date changes.\n" }, "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "Account id. This can be used to fetch account details from MH. Sent to participants by MH only when its custom channel message." } } }, "conversationContact": { "$ref": "#/components/schemas/conversationContact" }, "lookupContact": { "$ref": "#/components/schemas/lookupContact" }, "entryPoint": { "$ref": "#/components/schemas/EntryPoint" }, "customer": { "$ref": "#/components/schemas/Customer" }, "clientInfo": { "$ref": "#/components/schemas/ClientInfo" }, "type": { "type": "string", "example": "survey.form", "description": "Type of conversation, pass it only when its survey type conversation.", "enum": [ "survey.form" ] }, "parent": { "type": "object", "required": [ "id" ], "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "ID to parent conversation", "example": "d987d07a-d59c-11ea-87d0-0242ac13000d" } } }, "preferredAgent": { "type": "object", "description": "Preferred Agent, if both values 'id' and 'userName' are provided then make sure it belongs to same user.", "anyOf": [ { "required": [ "id" ] }, { "required": [ "userName" ] } ], "properties": { "id": { "type": "string", "minLength": 1, "maxLength": 36, "description": "Preferred Agent id", "example": "1234" }, "userName": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Preferred Agent userName", "example": "agent007" } } }, "messages": { "$ref": "#/components/schemas/ExternalRequestMessages" } } }, "MessageParticipantData": { "type": "object", "properties": { "name": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Name of participant(Customer/Bot/Agent). This name will be visible to recipient", "example": "John" }, "type": { "type": "string", "enum": [ "custom_bot", "egain_bot", "customer", "egain_agent", "system", "custom_agent" ], "description": "type of participant" } } }, "ClientData": { "type": "object", "required": [ "type" ], "properties": { "type": { "type": "string", "description": "type of recipient client application", "enum": [ "custom_bot", "egain_bot", "customer", "egain_agent", "custom_agent" ], "example": "customer" }, "participant": { "$ref": "#/components/schemas/MessageParticipantData" } } }, "Recipients": { "type": "object", "properties": { "recipient": { "type": "array", "description": "list of recipients.", "minItems": 1, "maxItems": 1, "items": { "$ref": "#/components/schemas/ClientData" } } } }, "RequestAttachment": { "type": "object", "required": [ "name", "url", "size" ], "properties": { "id": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Unique id" }, "name": { "type": "string", "description": "file name", "minLength": 1, "maxLength": 255, "example": "shirt.jpg" }, "contentType": { "type": "string", "minLength": 1, "maxLength": 255, "example": "image/jpg" }, "size": { "type": "integer", "maximum": 10485760, "description": "size of attachment.", "example": 1157 }, "url": { "type": "string", "minLength": 1, "maxLength": 2500, "description": "Conversation Hub will stream attachment content from this URL", "example": "https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg" } } }, "UploadedAttachment": { "type": "object", "description": "Already uploaded attachment using asset APIs", "required": [ "id" ], "properties": { "id": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Unique id" } } }, "RequestAttachments": { "type": "object", "properties": { "attachment": { "type": "array", "description": "list of attachments.", "minItems": 1, "maxItems": 5, "items": { "oneOf": [ { "$ref": "#/components/schemas/RequestAttachment" }, { "$ref": "#/components/schemas/UploadedAttachment" } ] } } } }, "RequestMessage": { "type": "object", "required": [ "type", "conversation", "sender" ], "properties": { "messageId": { "type": "string", "minLength": 1, "maxLength": 255, "description": "External unique message Id. If message is submitted with same messageId again on same conversation, \nit will be considered as duplicate and will not be accepted\n" }, "conversation": { "$ref": "#/components/schemas/RequestConversation" }, "type": { "type": "object", "description": "Message type", "required": [ "value" ], "properties": { "value": { "type": "string", "description": "Message type value. Refer https://apidev.egain.cloud/services/messaging/msgtypes/msgtypetable.html to understand which type of messages client applications can send. \nClient applications can send custom type of message as well, in that case type value must start with 'custom.', for example, 'custom.order'.\n", "enum": [ "text", "status.read", "status.delivered", "richMessage.listpicker", "richMessage.timepicker", "richMessage.richlink", "richMessage.quickreply", "richMessage.template", "richMessage.form", "richMessage.app", "richMessage.payment", "richMessage.authentication", "authentication.start", "authentication.success", "authentication.failure", "authentication.accept", "authentication.reject", "agent.transfer", "bot.transfer", "queue.transfer", "pagePush", "error", "escalation.transfer", "escalation.request", "typing.start", "typing.end", "agent.join", "agent.exit", "agent.available", "agent.unavailable", "agent.active", "agent.inactive", "customer.info", "customer.active", "customer.inactive", "customer.exit", "customer.block", "cobrowse.start", "conversation.state", "delete.soft", "delete.permanent", "undo", "conversation.end" ], "example": "text" } } }, "parent": { "type": "object", "required": [ "id" ], "description": "Parent message, can be used for error messages to indicate for which message error message is generated.", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub for parent message" }, "messageId": { "type": "string", "minLength": 1, "maxLength": 255, "description": "External messageId of parent message" } } }, "content": { "$ref": "#/components/schemas/Content" }, "sender": { "$ref": "#/components/schemas/ClientData" }, "recipients": { "$ref": "#/components/schemas/Recipients" }, "attachments": { "$ref": "#/components/schemas/RequestAttachments" }, "attributes": { "$ref": "#/components/schemas/Attributes" } } }, "RequestMessages": { "type": "object", "required": [ "message" ], "properties": { "message": { "type": "array", "minItems": 1, "maxItems": 10, "items": { "$ref": "#/components/schemas/RequestMessage" } } } }, "RequestData": { "type": "object", "required": [ "messages" ], "properties": { "metadata": { "type": "object", "properties": { "attributes": { "$ref": "#/components/schemas/Metadata" } } }, "messages": { "$ref": "#/components/schemas/RequestMessages" } } }, "SendMessageResponseData": { "type": "object", "properties": { "messages": { "type": "object", "properties": { "message": { "type": "array", "minItems": 1, "maxItems": 10, "items": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "Id genereated by system for incoming message." }, "messageId": { "type": "string", "minLength": 1, "maxLength": 255, "description": "If incoming message had message id , same will be returned back, so that clients can use it for mapping if needed." }, "conversation": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "Conversation Id. If incoming message had conversation id then same will be returned back. \nIf it was not present then new id is generated by conversation hub for message.\nThis id must be passed in subsequent messages on same conversation.\n" } } } } } } } } } }, "Attachment": { "type": "object", "properties": { "id": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Unique id" }, "name": { "type": "string", "description": "file name", "minLength": 1, "maxLength": 255, "example": "shirt.jpg" }, "contentType": { "type": "string", "minLength": 1, "maxLength": 255, "example": "image/jpg" }, "size": { "type": "integer", "maximum": 10485760, "description": "size of attachment.", "example": 1157 }, "url": { "type": "string", "minLength": 1, "maxLength": 2500, "description": "Use this URL to stream the attachment content", "example": "https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg" } } }, "Attachments": { "type": "object", "properties": { "attachment": { "type": "array", "description": "list of attachments.", "minItems": 1, "maxItems": 5, "items": { "$ref": "#/components/schemas/Attachment" } } } }, "CallbackInnerMessage": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub. This field is returned only for messages that were exchanged via Conversation Hub. \nIf conversation started between customer and bots outside of conversation Hub, but those messages were submitted to Conversation Hub. \nat the time of escalation, then this field will not be returned for such messages.\n" }, "messageId": { "type": "string", "minLength": 1, "maxLength": 255, "description": "External unique message Id. If message is submitted with same messageId again on same conversation, it will be considered as duplicate and will not be accepted" }, "type": { "type": "object", "properties": { "value": { "type": "string", "description": "Message type value. Refer https://apidev.egain.cloud/services/messaging/msgtypes/msgtypetable.html to understand which type of messages client applications can send. | Client applications can send custom type of message as well, in that case type value must start with 'custom.', for example, 'custom.order'.", "enum": [ "text", "richMessage.listpicker", "richMessage.timepicker", "richMessage.richlink", "richMessage.quickreply", "richMessage.template", "richMessage.form", "richMessage.app", "richMessage.payment", "richMessage.authentication", "authentication.start", "authentication.success", "authentication.failure", "authentication.accept", "authentication.reject", "agent.transfer", "bot.transfer", "queue.transfer", "pagePush", "error", "escalation.transfer", "escalation.request", "typing.start", "typing.end", "agent.join", "agent.exit", "agent.available", "agent.unavailable", "agent.active", "agent.inactive", "customer.info", "customer.active", "customer.inactive", "customer.exit", "customer.block", "cobrowse.start", "conversation.state", "delete.soft", "delete.permanent", "undo", "conversation.end" ], "example": "text" } } }, "parent": { "type": "object", "description": "Parent message, can be used for error messages to indicate for which message error message is generated.", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub for parent message" }, "messageId": { "type": "string", "minLength": 1, "maxLength": 255, "description": "External messageId of parent message" } } }, "content": { "$ref": "#/components/schemas/Content" }, "sender": { "$ref": "#/components/schemas/ClientData" }, "recipients": { "$ref": "#/components/schemas/Recipients" }, "attachments": { "$ref": "#/components/schemas/Attachments" }, "attributes": { "$ref": "#/components/schemas/Attributes" }, "created": { "type": "string", "format": "date-time", "description": "Created time in GMT. This field is returned only for messages that were exchanged via Conversation Hub. \nIf conversation started between customer and bots outside of conversation Hub, but those messages were submitted to Conversation Hub.\nat the time of escalation, then this field will be not returned for such messages.\n" }, "sent": { "type": "string", "format": "date-time", "description": "Sent time in GMT" } } }, "CallbackInnerMessages": { "type": "object", "properties": { "paginationInfo": { "$ref": "#/components/schemas/PaginationInfo" }, "message": { "type": "array", "minItems": 1, "maxItems": 200, "description": "list of messages returned in Fetch cnversation or during escalation", "items": { "$ref": "#/components/schemas/CallbackInnerMessage" } } } }, "CallbackConversation": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "conversation id, this id must be passed in subsequent messages on same conversation." }, "account": { "type": "object", "properties": { "channel": { "type": "object", "properties": { "type": { "type": "string" }, "modified": { "type": "string", "format": "date-time", "description": "when channel was last modified. Sent to participants by MH only when its custom channel message." }, "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "Channel id. This can be used to fetch channel details from MH. Sent to participants by MH only when its custom channel message." } } }, "address": { "type": "string", "description": "chanel account addres" }, "modified": { "type": "string", "format": "date-time", "description": "when account was last modified. Sent to participants by MH only when its custom channel message." }, "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "Account id. This can be used to fetch account details from MH. Sent to participants by MH only when its custom channel message." } } }, "conversationContact": { "$ref": "#/components/schemas/conversationContact" }, "lookupContact": { "$ref": "#/components/schemas/lookupContact" }, "entryPoint": { "$ref": "#/components/schemas/EntryPoint" }, "customer": { "$ref": "#/components/schemas/Customer" }, "clientInfo": { "$ref": "#/components/schemas/ClientInfo" }, "type": { "type": "string", "example": "survey.form", "description": "Type of conversation, pass it only when its survey type conversation.", "enum": [ "survey.form" ] }, "parent": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "ID to parent conversation", "example": "d987d07a-d59c-11ea-87d0-0242ac13000d" } } }, "preferredAgent": { "type": "object", "description": "Preferred Agent details. Sender may send 'id' or 'userName' or both.", "properties": { "id": { "type": "string", "minLength": 1, "maxLength": 36, "description": "Preferred Agent id", "example": "1234" }, "userName": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Preferred Agent userName", "example": "agent007" } } }, "messages": { "$ref": "#/components/schemas/CallbackInnerMessages" } } }, "CallbackMessage": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub. This field is returned only for messages that were exchanged via Conversation Hub. | If conversation started between customer and bots outside of conversation Hub, but those messages were submitted to Conversation Hub | at the time of escalation, then this field will not be returned for such messages." }, "messageId": { "type": "string", "minLength": 1, "maxLength": 255, "description": "External unique message Id. If message is submitted with same messageId again on same conversation, it will be considered as duplicate and will not be accepted" }, "type": { "type": "object", "description": "Message type", "properties": { "value": { "type": "string", "description": "Message type value. Refer https://apidev.egain.cloud/services/messaging/msgtypes/msgtypetable.html to understand which type of messages client applications can send. | Client applications can send custom type of message as well, in that case type value must start with 'custom.', for example, 'custom.order'.", "enum": [ "text", "richMessage.listpicker", "richMessage.timepicker", "richMessage.richlink", "richMessage.quickreply", "richMessage.template", "richMessage.form", "richMessage.app", "richMessage.payment", "richMessage.authentication", "authentication.start", "authentication.success", "authentication.failure", "authentication.accept", "authentication.reject", "agent.transfer", "bot.transfer", "queue.transfer", "pagePush", "error", "escalation.transfer", "escalation.request", "typing.start", "typing.end", "agent.join", "agent.exit", "agent.available", "agent.unavailable", "agent.active", "agent.inactive", "customer.info", "customer.active", "customer.inactive", "customer.exit", "customer.block", "cobrowse.start", "conversation.state", "delete.soft", "delete.permanent", "undo", "conversation.end" ], "example": "text" } } }, "conversation": { "$ref": "#/components/schemas/CallbackConversation" }, "parent": { "type": "object", "description": "Parent message, can be used for error messages to indicate for which message error message is generated.", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub for parent message" }, "messageId": { "type": "string", "minLength": 1, "maxLength": 255, "description": "External messageId of parent message" } } }, "content": { "$ref": "#/components/schemas/Content" }, "sender": { "$ref": "#/components/schemas/ClientData" }, "recipients": { "$ref": "#/components/schemas/Recipients" }, "intent": { "type": "object", "description": "At the time of handoff to bot, agent can send intent of conversation to bot", "properties": { "value": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Intent value" } } }, "attachments": { "$ref": "#/components/schemas/Attachments" }, "attributes": { "$ref": "#/components/schemas/Attributes" }, "created": { "type": "string", "format": "date-time", "description": "Created time in GMT. This field is returned only for messages that were exchanged via Conversation Hub. | If conversation started between customer and bots outside of conversation Hub, but those messages were submitted to Conversation Hub | at the time of escalation, then this field will be not returned for such messages." }, "sent": { "type": "string", "format": "date-time", "description": "Sent time in GMT" } } }, "CallbackMessages": { "type": "object", "properties": { "message": { "type": "array", "minItems": 1, "maxItems": 200, "description": "list of messages returned in Fetch cnversation or during escalation", "items": { "$ref": "#/components/schemas/CallbackMessage" } } } }, "CallbackRequestData": { "type": "object", "properties": { "metadata": { "type": "object", "properties": { "attributes": { "$ref": "#/components/schemas/Metadata" } } }, "messages": { "$ref": "#/components/schemas/CallbackMessages" } } }, "ResponseMessage": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub. This field is returned only for messages that were exchanged via Conversation Hub. \nIf conversation started between customer and bots outside of conversation Hub, but those messages were submitted to Conversation Hub. \nat the time of escalation, then this field will not be returned for such messages.\n" }, "messageId": { "type": "string", "minLength": 1, "maxLength": 255, "description": "External unique message Id. If message is submitted with same messageId again on same conversation, it will be considered as duplicate and will not be accepted" }, "type": { "type": "object", "description": "Message type", "required": [ "value" ], "properties": { "value": { "type": "string", "description": "Message type value. Refer https://apidev.egain.cloud/services/messaging/msgtypes/msgtypetable.html to understand which type of messages client applications can send. | Client applications can send custom type of message as well, in that case type value must start with 'custom.', for example, 'custom.order'.", "enum": [ "text", "richMessage.listpicker", "richMessage.timepicker", "richMessage.richlink", "richMessage.quickreply", "richMessage.template", "richMessage.form", "richMessage.app", "richMessage.payment", "richMessage.authentication", "authentication.start", "authentication.success", "authentication.failure", "authentication.accept", "authentication.reject", "agent.transfer", "bot.transfer", "queue.transfer", "pagePush", "error", "escalation.transfer", "escalation.request", "typing.start", "typing.end", "agent.join", "agent.exit", "agent.available", "agent.unavailable", "agent.active", "agent.inactive", "customer.info", "customer.active", "customer.inactive", "customer.exit", "customer.block", "cobrowse.start", "conversation.state", "delete.soft", "delete.permanent", "undo", "conversation.end" ], "example": "text" } } }, "parent": { "type": "object", "required": [ "id" ], "description": "Parent message, can be used for error messages to indicate for which message error message is generated.", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "UUID generated by Conversation Hub for parent message" }, "messageId": { "type": "string", "minLength": 1, "maxLength": 255, "description": "External messageId of parent message" } } }, "content": { "$ref": "#/components/schemas/Content" }, "sender": { "$ref": "#/components/schemas/ClientData" }, "recipients": { "$ref": "#/components/schemas/Recipients" }, "attachments": { "$ref": "#/components/schemas/Attachments" }, "attributes": { "$ref": "#/components/schemas/Attributes" }, "status": { "type": "string", "description": "Message Status", "enum": [ "sent", "failed", "retryInProgress", "skipped", "unsupported" ] }, "created": { "type": "string", "format": "date-time", "description": "Created time in GMT. This field is returned only for messages that were exchanged via Conversation Hub. \nIf conversation started between customer and bots outside of conversation Hub, but those messages were submitted to Conversation Hub.\nat the time of escalation, then this field will be not returned for such messages.\n" }, "sent": { "type": "string", "format": "date-time", "description": "Sent time in GMT" } } }, "ResponseMessages": { "type": "object", "properties": { "paginationInfo": { "$ref": "#/components/schemas/PaginationInfo" }, "message": { "type": "array", "minItems": 1, "maxItems": 200, "description": "list of messages returned in Fetch cnversation or during escalation", "items": { "$ref": "#/components/schemas/ResponseMessage" } } } }, "ResponseConversation": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "conversation id, this id must be passed in subsequent messages on same conversation." }, "account": { "type": "object", "required": [ "channel", "address" ], "properties": { "channel": { "type": "object", "required": [ "type" ], "properties": { "type": { "type": "string" }, "modified": { "type": "string", "format": "date-time", "description": "when channel was last modified. Sent to participants by MH only when its custom channel message." }, "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "Channel id. This can be used to fetch channel details from MH. Sent to participants by MH only when its custom channel message." } } }, "address": { "type": "string", "description": "chanel account addres" }, "modified": { "type": "string", "format": "date-time", "description": "when account was last modified. Sent to participants by MH only when its custom channel message." }, "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "Account id. This can be used to fetch account details from MH. Sent to participants by MH only when its custom channel message." } } }, "conversationContact": { "$ref": "#/components/schemas/conversationContact" }, "lookupContact": { "$ref": "#/components/schemas/lookupContact" }, "entryPoint": { "$ref": "#/components/schemas/EntryPoint" }, "customer": { "$ref": "#/components/schemas/Customer" }, "clientInfo": { "$ref": "#/components/schemas/ClientInfo" }, "type": { "type": "string", "example": "survey.form", "description": "Type of conversation, pass it only when its survey type conversation.", "enum": [ "survey.form" ] }, "parent": { "type": "object", "required": [ "id" ], "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "ID to parent conversation", "example": "d987d07a-d59c-11ea-87d0-0242ac13000d" } } }, "messages": { "$ref": "#/components/schemas/ResponseMessages" } } }, "ConversationAsset": { "type": "object", "required": [ "channel", "name", "size", "sender" ], "properties": { "channel": { "type": "object", "required": [ "type" ], "properties": { "type": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Channel type." } } }, "sender": { "type": "object", "description": "recipient client application type", "required": [ "type" ], "properties": { "type": { "type": "string", "description": "type of recipient client application", "enum": [ "custom_bot", "customer", "egain_agent", "egain_bot", "custom_agent" ], "example": "customer" } } }, "name": { "type": "string", "minLength": 1, "maxLength": 255, "description": "Name of an asset with an extension." }, "size": { "type": "integer", "minimum": 1, "maximum": 10485760 } } }, "PreUploadAssetResponse": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "Unique id generated for asset." }, "contentUrlExpiry": { "type": "string", "format": "date-time", "example": "2020-08-11T03:19:21.070Z", "description": "Signed URL expiry time in GMT" }, "contentUrl": { "type": "string", "description": "URL to upload or download the content" } } }, "PreDownloadAssetResponse": { "type": "object", "properties": { "id": { "type": "string", "minLength": 36, "maxLength": 36, "description": "Unique id generated for asset." }, "name": { "type": "string", "minLength": 1, "maxLength": 255, "description": "name of asset with extension." }, "size": { "type": "integer", "maximum": 2147483648 }, "contentType": { "type": "string" }, "contentUrlExpiry": { "type": "string", "format": "date-time", "example": "2020-08-11T03:19:21.070Z", "description": "Signed URL expiry time in GMT" }, "contentUrl": { "type": "string", "description": "URL to upload or download the content" } } } }, "responses": { "get_all_authentications": { "description": "OK", "content": { "application/json": { "schema": { "type": "object", "properties": { "paginationInfo": { "$ref": "#/components/schemas/PaginationInfo" }, "authentication": { "type": "array", "items": { "$ref": "#/components/schemas/GetAuthenticationData" } } }, "example": { "authentication": [ { "id": "34fbb53f-ed7f-48d4-b545-e26cc95e075d", "name": "custom_bot_callback_authentication", "type": "oauth2", "oauth2": { "tokenRequestUrl": "https://acme.support.com/clientapp/accesstoken", "method": "POST", "headers": [ { "name": "Content-Type", "value": "application/json" }, { "name": "Accept", "value": "application/json" } ], "payload": "{ \"clientId\": \"c987cbfc-d59c-11ea-87d0-0242ac130003\",\"clientSecret\": \"c987cde6-d59c-11ea-87d0-0242ac130003\",\"refreshToken\": \"c987cee0-d59c-11ea-87d0-0242ac130003\"}", "accessTokenPath": "$.accessToken" }, "created": "2021-03-28T14:29:01.516Z", "modified": "2021-03-28T14:29:01.516Z" }, { "id": "b92fe726-da13-4821-b236-62ade0c1f7fa", "name": "custom_bot_callback_authentication_2", "type": "basic", "basicAuth": { "username": "string", "password": "string" }, "created": "2021-03-31T03:54:07.620Z", "modified": "2021-03-28T14:29:01.516Z" } ] } } } } }, "BadRequest": { "description": "Bad Request", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/WSErrorCommon" }, "examples": { "Unsupported Parameters": { "$ref": "#/components/examples/UnsupportedParameters" }, "Invalid Value": { "$ref": "#/components/examples/InvalidValue" }, "Missing required query parameter": { "$ref": "#/components/examples/MissingParameter" } } } } }, "401_invalid_authorization": { "description": "Unauthorized", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/WSErrorCommon" }, "examples": { "Invalid Authorization": { "$ref": "#/components/examples/Invalid_Authorization" } } } } }, "403_scope_not_assigned": { "description": "Forbidden", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/WSErrorCommon" }, "examples": { "Required Scope Missing": { "$ref": "#/components/examples/Scope_Not_Assigned" } } } } }, "InternalServerError": { "description": "Internal server error", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/WSErrorCommon" }, "examples": { "Internal Server Error": { "$ref": "#/components/examples/InternalServerError" } } } } }, "201_authentication_created": { "description": "Created", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/Id" }, "example": { "id": "34fbb53f-ed7f-48d4-b545-e26cc95e075d" } } } }, "400_common_bad_request": { "description": "Bad Request", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/WSErrorCommon" }, "examples": { "Required Attribute missing": { "$ref": "#/components/examples/Required_Attribute_Missing" }, "Duplicate Resource Found": { "$ref": "#/components/examples/Duplicate_Resource_Found" }, "Unallowed attribute value": { "$ref": "#/components/examples/Unallowed_Attribute_Value" }, "Max length exceeded": { "$ref": "#/components/examples/Max_Length_Exceeded" }, "Unknown Attribute Present": { "$ref": "#/components/examples/Unknown_Attribute_Present" }, "Value doesn't match pattern": { "$ref": "#/components/examples/Invalid_Characters_In_Attribute_Value" } } } } }, "get_authentication": { "description": "OK", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/GetAuthenticationData" }, "example": { "id": "34fbb53f-ed7f-48d4-b545-e26cc95e075d", "name": "custom_bot_callback_authentication", "type": "oauth2", "oauth2": { "tokenRequestUrl": "https://acme.support.com/clientapp/accesstoken", "method": "POST", "headers": [ { "name": "Content-Type", "value": "application/json" }, { "name": "Accept", "value": "application/json" } ], "payload": "{ \"clientId\": \"c987cbfc-d59c-11ea-87d0-0242ac130003\",\"clientSecret\": \"c987cde6-d59c-11ea-87d0-0242ac130003\",\"refreshToken\": \"c987cee0-d59c-11ea-87d0-0242ac130003\"}", "accessTokenPath": "$.accessToken" }, "created": "2021-03-28T14:29:01.516Z", "modified": "2021-03-28T14:29:01.516Z" } } } }, "404_common_not_found": { "description": "Not Found", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/WSErrorCommon" }, "examples": { "Resource Not Found": { "$ref": "#/components/examples/Resource_Not_Found" } } } } }, "get_all_client_applications": { "description": "OK", "content": { "application/json": { "schema": { "type": "object", "properties": { "paginationInfo": { "$ref": "#/components/schemas/PaginationInfo" }, "clientApplication": { "type": "array", "items": { "$ref": "#/components/schemas/GetClientApplicationData" } } } }, "example": { "clientApplication": [ { "id": "9e1d7993-cc82-4d5f-a193-0d6b0d48a959", "name": "custom_bot_client_application_1", "description": "Client app for Eva bot", "active": true, "roles": [ { "name": "custom_bot", "version": "v3", "callback": "https://example.support.com/messaging/customBot", "notificationEmail": "client_app_admin@example.com", "headers": [ { "name": "X-custom-header", "value": "xyz" } ], "authentication": { "id": "34fbb53f-ed7f-48d4-b545-e26cc95e075d" } } ] }, { "id": "8e1d7993-cc82-4d5f-a193-0d6b0d48a959", "name": "custom_bot_client_application_2", "description": "Client app for Eva bot", "active": true, "roles": [ { "name": "custom_bot", "version": "v3", "callback": "https://example.support.com/messaging/customBot", "notificationEmail": "client_app_admin@example.com", "headers": [ { "name": "X-custom-header", "value": "xyz" } ], "authentication": { "id": "34fbb53f-ed7f-48d4-b545-e26cc95e075d" } } ] } ] } } } }, "201_client_application_created": { "description": "Created", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/Id" }, "example": { "id": "9e1d7993-cc82-4d5f-a193-0d6b0d48a959" } } } }, "get_client_application": { "description": "OK", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/GetClientApplicationData" }, "example": { "id": "9e1d7993-cc82-4d5f-a193-0d6b0d48a959", "name": "custom_bot_client_application_1", "description": "Client app for Eva bot", "active": true, "roles": [ { "name": "custom_bot", "version": "v3", "callback": "https://example.support.com/messaging/customBot", "notificationEmail": "client_app_admin@example.com", "headers": [ { "name": "X-custom-header", "value": "xyz" } ], "authentication": { "id": "34fbb53f-ed7f-48d4-b545-e26cc95e075d" } } ] } } } }, "get_all_participants": { "description": "OK", "content": { "application/json": { "schema": { "type": "object", "properties": { "paginationInfo": { "$ref": "#/components/schemas/PaginationInfo" }, "participant": { "type": "array", "items": { "$ref": "#/components/schemas/GetParticipantData" } } }, "example": { "participant": [ { "id": "ae103957-9c82-4fa8-a34e-925be85e06ec", "name": "custom_bot_participant_1", "type": "custom_bot", "active": true, "application": { "id": "9d091084-3ca8-4afc-97e1-8b0ad52fc38f" }, "modified": "2021-03-06T21:16:36.838Z", "created": "2021-03-06T21:16:36.838Z" }, { "id": "b5fc053c-77f4-4445-b6df-2e744aef8f4f", "name": "custom_bot_participant_2", "type": "custom_bot", "active": true, "application": { "id": "9d091084-3ca8-4afc-97e1-8b0ad52fc38f" }, "modified": "2021-03-06T21:16:36.838Z", "created": "2021-03-21T03:08:57.190Z" } ] } } } } }, "201_participant_created": { "description": "Created", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/Id" }, "example": { "id": "45a095f4-d0ee-4220-a689-22b541c58f61" } } } }, "get_participant": { "description": "OK", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/GetParticipantData" }, "example": { "id": "ae103957-9c82-4fa8-a34e-925be85e06ec", "name": "custom_bot_participant", "type": "custom_bot", "active": true, "application": { "id": "9d091084-3ca8-4afc-97e1-8b0ad52fc38f" }, "created": "2021-03-06T21:16:36.838Z", "modified": "2021-03-06T21:16:36.838Z" } } } }, "get_all_channels": { "description": "OK", "content": { "application/json": { "schema": { "type": "object", "properties": { "paginationInfo": { "$ref": "#/components/schemas/PaginationInfo" }, "channel": { "type": "array", "items": { "$ref": "#/components/schemas/GetChannelData" } } }, "example": { "channel": [ { "id": "6121306b-59c2-4a2c-afee-1e025a84b0d9", "type": "custom_channel", "icon": "", "displayName": "Custom Channel", "description": "Custom Channel", "active": true, "created": "2021-06-11T21:14:41.836Z", "modified": "2021-06-11T23:14:41.836Z", "restrictions": { "inbound": { "maxTextLength": 140, "features": [ "typing_events", "attachments", "richText" ], "attachmentPolicy": { "enabled": true, "maxSize": 12345, "type": "block", "extensions": [ "bat", "exe" ] } }, "outbound": { "maxTextLength": 140, "systemMessages": true, "midChatAuth": true, "features": [ "typing_events", "attachments", "richText" ], "richMessageTypes": [ "listpicker", "timepicker", "richlink" ], "attachmentPolicy": { "enabled": true, "maxSize": 12345, "type": "block", "extensions": [ "bat", "exe" ] } } }, "l10nProperties": [ { "language": "en-US", "properties": [ { "name": "msg_hub_retain_and_retry", "value": "Thank you for reaching out. We will respond to you at the earliest." }, { "name": "msg_hub_off_hours", "value": "Thank you for your inquiry. Our service hours are 9am-5pm PST, Monday-Friday. If you are trying within the service hours and still getting this message, please try again after some time." }, { "name": "msg_hub_invalid_content_type_to_customer", "value": "This content type is not currently supported." }, { "name": "msg_hub_invalid_content_type_to_agent", "value": "This content type is not currently supported." }, { "name": "msg_hub_channel_msg_failed", "value": "Message could not be delivered. Please try again after some time." }, { "name": "msg_hub_blocked_file_extension", "value": "Attachment file type '{0}' is not allowed." }, { "name": "msg_hub_attachment_size_exceeds_limit", "value": "File could not be sent. It exceeded the maximum limit of {0}" } ] } ] } ] } } } } }, "201_channel_created": { "description": "Created", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/Id" }, "example": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67" } } } }, "get_channel": { "description": "OK", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/GetChannelData" }, "example": { "id": "6121306b-59c2-4a2c-afee-1e025a84b0d9", "type": "custom_channel", "icon": "", "displayName": "Custom Channel", "description": "Custom Channel", "active": true, "created": "2021-06-11T21:14:41.836Z", "modified": "2021-06-11T23:14:41.836Z", "restrictions": { "inbound": { "maxTextLength": 140, "features": [ "typing_events", "attachments", "richText" ], "attachmentPolicy": { "enabled": true, "maxSize": 12345, "type": "block", "extensions": [ "bat", "exe" ] } }, "outbound": { "maxTextLength": 140, "systemMessages": true, "midChatAuth": true, "features": [ "typing_events", "attachments", "richText" ], "richMessageTypes": [ "listpicker", "timepicker", "richlink" ], "attachmentPolicy": { "enabled": true, "maxSize": 12345, "type": "block", "extensions": [ "bat", "exe" ] } } }, "l10nProperties": [ { "language": "en-US", "properties": [ { "name": "msg_hub_retain_and_retry", "value": "Thank you for reaching out. We will respond to you at the earliest." }, { "name": "msg_hub_off_hours", "value": "Thank you for your inquiry. Our service hours are 9am-5pm PST, Monday-Friday. If you are trying within the service hours and still getting this message, please try again after some time." }, { "name": "msg_hub_invalid_content_type_to_customer", "value": "This content type is not currently supported." }, { "name": "msg_hub_invalid_content_type_to_agent", "value": "This content type is not currently supported." }, { "name": "msg_hub_channel_msg_failed", "value": "Message could not be delivered. Please try again after some time." }, { "name": "msg_hub_blocked_file_extension", "value": "Attachment file type '{0}' is not allowed." }, { "name": "msg_hub_attachment_size_exceeds_limit", "value": "File could not be sent. It exceeded the maximum limit of {0}" } ] } ] } } } }, "get_all_orchestrations": { "description": "OK", "content": { "application/json": { "schema": { "type": "object", "properties": { "paginationInfo": { "$ref": "#/components/schemas/PaginationInfo" }, "orchestration": { "type": "array", "items": { "$ref": "#/components/schemas/GetOrchestrationData" } } }, "example": { "orchestration": [ { "id": "45a095f4-d0ee-4220-a689-22b541c58f67", "name": "default_orchestration", "description": "Created for Custom channel.", "active": true, "created": "2021-03-21T14:29:01.516Z", "modified": "2021-03-28T14:29:01.516Z", "applications": { "botConfiguration": { "forwardTranscript": true, "bots": [ { "id": "a09dddd6-394b-4039-86bc-a5dd89ee5e8d", "participant": { "id": "b09dddd6-394b-4039-86bc-a5dd89ee5e8d" }, "onEscalation": { "agent": { "id": "c09dddd6-394b-4039-86bc-a5dd89ee5e8d" } } } ] }, "customerConfiguration": { "customer": { "id": "b09dddd6-394b-4039-86bc-a5dd89ee5e8d" } } } }, { "id": "b5fc053c-77f4-4445-b6df-2e744aef8f4f", "name": "default_orchestration_2", "description": "Created for Custom channel", "active": true, "created": "2021-03-21T14:29:01.516Z", "modified": "2021-03-28T14:29:01.516Z", "applications": { "customerConfiguration": { "customer": { "id": "b09dddd6-394b-4039-86bc-a5dd89ee5e8d" } }, "agentConfiguration": { "agents": [ { "id": "c09dddd6-394b-4039-86bc-a5dd89ee5e8d" } ] } } } ] } } } } }, "201_orchestration_created": { "description": "Created", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/Id" }, "example": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67" } } } }, "get_orchestration": { "description": "OK", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/GetOrchestrationData" }, "example": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67", "name": "default_orchestration", "description": "Created for custom channel.", "active": true, "created": "2021-03-21T14:29:01.516Z", "modified": "2021-03-28T14:29:01.516Z", "applications": { "botConfiguration": { "forwardTranscript": true, "bots": [ { "id": "a09dddd6-394b-4039-86bc-a5dd89ee5e8d", "participant": { "id": "b09dddd6-394b-4039-86bc-a5dd89ee5e8d" }, "onEscalation": { "agent": { "id": "c09dddd6-394b-4039-86bc-a5dd89ee5e8d" } } } ] }, "customerConfiguration": { "customer": { "id": "b09dddd6-394b-4039-86bc-a5dd89ee5e8d" } } } } } } }, "get_all_accounts": { "description": "OK", "content": { "application/json": { "schema": { "type": "object", "properties": { "paginationInfo": { "$ref": "#/components/schemas/PaginationInfo" }, "account": { "type": "array", "items": { "$ref": "#/components/schemas/GetAccountData" } } }, "example": { "account": [ { "id": "ae103957-9c82-4fa8-a34e-925be85e06ec", "created": "2021-03-21T14:29:01.516Z", "modified": "2021-03-28T14:29:01.516Z", "name": "order_account", "address": "123456789", "channel": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67" }, "chatConfigurations": { "timeout": 30, "defaultLanguage": "en-US", "onAgentUnavailability": "off_hours", "orchestration": { "id": "c37e975f-6b2f-490f-9cac-dfa05499f744" }, "entryPoint": { "id": "1001" } } }, { "id": "b5fc053c-77f4-4445-b6df-2e744aef8f4f", "created": "2021-03-21T14:29:01.516Z", "modified": "2021-03-28T14:29:01.516Z", "name": "purplenile_account", "address": "123456789", "channel": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67" }, "chatConfigurations": { "timeout": 30, "defaultLanguage": "en-US", "onAgentUnavailability": "off_hours", "orchestration": { "id": "c37e975f-6b2f-490f-9cac-dfa05499f744" }, "entryPoint": { "id": "1001" } } } ] } } } } }, "201_account_created": { "description": "Created", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/Id" }, "example": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67" } } } }, "get_account": { "description": "OK", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/GetAccountData" }, "example": { "id": "ae103957-9c82-4fa8-a34e-925be85e06ec", "created": "2021-03-21T14:29:01.516Z", "modified": "2021-03-28T14:29:01.516Z", "name": "order_account", "address": "123456789", "channel": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67" }, "chatConfigurations": { "timeout": 30, "defaultLanguage": "en-US", "onAgentUnavailability": "off_hours", "orchestration": { "id": "c37e975f-6b2f-490f-9cac-dfa05499f744" }, "entryPoint": { "id": "1001" } } } } } }, "202_send_message": { "description": "Accepted", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/SendMessageResponseData" }, "example": { "messages": { "message": [ { "id": "c3bd352c-68ca-43ed-a328-89e125332f5d", "messageId": "96ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "a78cfcc0-2182-4fff-91e2-67bad444df13" } } ] } } } } }, "400_send_message": { "description": "Bad Request", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/WSErrorCommon" }, "examples": { "Invalid Conversation ID": { "$ref": "#/components/examples/Invalid_Completed_Expired_Conversation" }, "Required Attribute missing in payload": { "$ref": "#/components/examples/Required_Attribute_Missing" }, "In valid message Type": { "$ref": "#/components/examples/Sender_Not_Allowed_To_Send_Message_Type" }, "Invalid Sender": { "$ref": "#/components/examples/Sender_Not_Part_Of_Conversation" } } } } }, "403_send_message": { "description": "Forbidden", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/WSErrorCommon" }, "examples": { "Invalid Sender": { "$ref": "#/components/examples/Sender_Not_Allowed_To_Start_Conversation" }, "Required Scope Missing": { "$ref": "#/components/examples/Scope_Not_Assigned" } } } } }, "get_conversation": { "description": "Response for fetch conversation API", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/ResponseConversation" }, "example": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7", "account": { "address": "1000", "channel": { "type": "web_chat" } }, "conversationContact": "phone.mobile", "entryPoint": { "id": "1000" }, "customer": { "name": "John smith", "type": "individual", "attributes": [ { "name": "type", "value": "individual" } ], "contacts": { "contact": [ { "type": "phone", "subType": "mobile", "address": "123456788" }, { "type": "email", "address": "johnsmith@example.com" } ] } }, "messages": { "message": [ { "id": "c3bd352c-68ca-43ed-a328-89e125332f5d", "messageId": "96ea3afb-b462-2ea4-7aed-500020a648f3", "type": { "value": "text" }, "content": { "text": "I need help with my order.", "redact": false }, "sender": { "type": "customer", "participant": { "name": "John smith" } }, "recipients": { "recipient": [ { "type": "custom_bot", "participant": { "name": "custom_bot_participant" } } ] }, "status": "sent", "created": "2021-03-30T22:58:09.533Z", "sent": "2021-03-30T22:58:11.549Z" }, { "id": "a08c022c-123b-4c90-9cba-12927981e347", "messageId": "1db8cee5-c7af-484a-bd6e-57d38c53193a", "type": { "value": "text" }, "content": { "text": "Please enter your order number", "redact": false }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_participant" } }, "recipients": { "recipient": [ { "type": "customer" } ] }, "status": "sent", "created": "2021-03-30T22:58:11.709Z", "sent": "2021-03-30T22:58:13.726Z" }, { "id": "6bb5190a-a6f2-4069-a039-0f780fdf8a03", "messageId": "c3bd352c-68ca-43ed-a328-89e125332f5d", "type": { "value": "text" }, "content": { "text": "12354326875", "redact": false }, "sender": { "type": "customer", "participant": { "name": "John smith" } }, "recipients": { "recipient": [ { "type": "custom_bot", "participant": { "name": "custom_bot_participant" } } ] }, "status": "sent", "created": "2021-03-30T22:58:26.752Z", "sent": "2021-03-30T22:58:28.209Z" } ] } } } } }, "Forbidden": { "description": "Forbidden", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/WSErrorCommon" }, "examples": { "Forbidden": { "$ref": "#/components/examples/Forbidden" } } } } }, "NotAcceptable": { "description": "Not Acceptable", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/WSErrorCommon" }, "examples": { "Invalid Accept-Language": { "$ref": "#/components/examples/InvalidAcceptLanguage" } } } } } }, "examples": { "UnsupportedParameters": { "value": { "code": "400-101", "developerMessage": "Unsupported query parameter(s) supplied: ''." } }, "InvalidValue": { "value": { "code": "400-152", "developerMessage": "Invalid value is provided in the request body for the following attribute:''." } }, "MissingParameter": { "value": { "code": "400-112", "developerMessage": "Required query parameter(s) is missing. The following parameters are required: ''." } }, "Invalid_Authorization": { "description": "Invalid on expired Authorization. Generate new Authorization header and try again.\n", "value": { "code": "401-104", "developerMessage": "Invalid or missing 'Authorization' header value." } }, "Scope_Not_Assigned": { "description": "OAuth Client application used for generating Authorization token doesn't have required scope to call this API.\nRefer API description to know which scope needs to be assigned to OAuth client.\n", "value": { "code": "403-197", "developerMessage": "Not authorized to perform the action." } }, "InternalServerError": { "value": { "code": "500-100", "developerMessage": "System is unable to process this request. Please contact your administrator." } }, "Required_Attribute_Missing": { "description": "Required attribute is missing in payload", "value": { "code": "400-143", "developerMessage": "Required attribute is missing in the request body: " } }, "Duplicate_Resource_Found": { "description": "Resouce with same details found", "value": { "code": "400-138", "developerMessage": "Duplicate resource present in request body: " } }, "Unallowed_Attribute_Value": { "description": "One of the attribute has value which is not allowed", "value": { "code": "400-196", "developerMessage": "Invalid value of attribute , expected values are: []." } }, "Max_Length_Exceeded": { "description": "Attribute value has length that exceeds limit", "value": { "code": "400-358", "developerMessage": "The value provided for is more than the maximum allowed length of " } }, "Unknown_Attribute_Present": { "description": "Unknown attribute present in request body", "value": { "code": "400-420", "developerMessage": ": is not defined in the schema and the schema does not allow additional properties" } }, "Invalid_Characters_In_Attribute_Value": { "description": "Attribute value doesn't match pattern of allowed characters", "value": { "code": "400-414", "developerMessage": "Value(s) of request body attribute must match the following format: ^[A-Za-z0-9\\\\-_ ]+$." } }, "Resource_Not_Found": { "description": "Resource not found", "value": { "code": "404-101", "developerMessage": "The following id does not exist: " } }, "Customer_to_Conversation_Hub": { "description": "This example shows how customer client app can start conversation.", "value": { "metadata": { "attributes": [ { "name": "k1", "value": "v1" } ] }, "messages": { "message": [ { "messageId": "96ea3afb-b462-2ea4-7aed-500020a648f3", "type": { "value": "text" }, "content": { "text": "I have a question related to my recent order." }, "conversation": { "account": { "channel": { "type": "custom.teams" }, "address": "1000" }, "clientInfo": { "timeOffset": 30, "referrerName": "DD", "referrerUrl": "http://egain.com" }, "lookupContact": "phone.mobile", "conversationContact": "phone.mobile", "customer": { "name": "John smith", "type": "individual", "attributes": [ { "name": "group", "value": "eGain" } ], "contacts": { "contact": [ { "type": "phone", "subType": "mobile", "address": "123456788" }, { "type": "email", "address": "johnsmith@example.com" } ] } } }, "sender": { "type": "customer", "participant": { "name": "customer_name" } }, "attributes": { "attribute": [ { "external": true, "name": "k1", "value": "v1" } ] } } ] } } }, "Custom_bot_to_Conversation_Hub": { "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "text" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } }, "content": { "text": "Please enter your order number" } } ] } } }, "bot_escalate_conversation": { "description": "Bot application can escalate conversation to the Agent by sending 'escalation.transfer' type message to the Conversation Hub.\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "escalation.transfer" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "agent_escalate_conversation": { "description": "Agent application can handoff conversation to the bot by sending 'escalation.transfer' type message to the Conversation Hub.\nDuring handoff agent can share intent(if available) of conversation with the bot\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "escalation.transfer" }, "intent": { "value": "order_complaints" }, "sender": { "type": "custom_agent", "participant": { "name": "custom_agent_name" } } } ] } } }, "customer_start_typing": { "description": "Participants in conversation ( customer/botagent) can send typing events to each other.\nSend 'typing.start' type of message to indicate start of the typing event and 'typing.end' to indicate end of typing event.\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "typing.start" }, "sender": { "type": "customer", "participant": { "name": "customer_name" } } } ] } } }, "eGain_Agent_to_Conversation_Hub": { "description": "Message from eGain Agent to Conversation Hub", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "text" }, "sender": { "type": "egain_agent", "participant": { "name": "egain_agent_name" } }, "content": { "text": "How can I help you today ?" } }, { "messageId": "41822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "text" }, "content": { "text": "How can I help you today ?" }, "sender": { "type": "egain_agent", "participant": { "name": "egain_agent_name" } }, "attachments": { "attachment": [ { "name": "test.jpg", "contentType": "image/jpeg", "size": 867, "url": "https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg" }, { "id": "862839d2-7cb3-4b38-90cd-5989a56e5d44" } ] } } ] } } }, "sending_attachments": { "description": "Attachments can be sent by participants in two ways. \nBy uploading attachment using attachment APIs and just including attachment id in mesage payload.\nBy sending publicly accessible url in message payload itself. This example show both type of attachment objects\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "text" }, "attachments": { "attachment": [ { "name": "test.jpg", "size": 867, "url": "https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg" }, { "id": "862839d2-7cb3-4b38-90cd-5989a56e5d44" } ] }, "sender": { "type": "customer", "participant": { "name": "customer_name" } } } ] } } }, "update_customer_info": { "description": "Bot client application can ask questions to the customer and collect customer info. \nThat information can be shared with Conversation Hub by sending 'customer.info' type message.\nSame information can be sent at the time escalation as well as part of 'escalation.transfer' message.\n", "value": { "messages": { "message": [ { "messageId": "96ea3afb-b462-2ea4-7aed-500020a648f3", "type": { "value": "customer.info" }, "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7", "lookupContact": "phone.mobile", "conversationContact": "phone.mobile", "customer": { "name": "John smith", "type": "individual", "attributes": [ { "name": "group", "value": "eGain" } ], "contacts": { "contact": [ { "type": "phone", "subType": "mobile", "address": "123456788" }, { "type": "email", "address": "johnsmith@example.com" } ] } } }, "sender": { "type": "customer", "participant": { "name": "customer_name" } } } ] } } }, "send_listpicker": { "description": "Bot or Agent type of client application can send multiple choice questions to customer by sending 'richMessage.listpicker' type of message.\n", "value": { "messages": { "message": [ { "messageId": "56ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.listpicker" }, "content": { "json": "{ \"type\": \"list\", \"version\": \"1\", \"title\": \"Check latest collection \", \"subtitle\": \"Only online\", \"list\": { \"multipleSelection\": false, \"sections\": [ { \"multipleSelection\": false, \"title\": \"Select Answer\", \"order\": 0, \"items\": [ {\"title\": \"Check trim T-shirt\",\"subtitle\": \"Available only online order.\",\"id\": \"100001\",\"actions\": [ { \"type\": \"postback\" }] }, {\"title\": \"Classic trench coat\",\"subtitle\": \"Available in stores and online\",\"id\": \"100002\",\"actions\": [ { \"type\": \"postback\" }] } ]}]}}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "send_listpicker_with_images": { "description": "Bot or Agent type of client application can send multiple choice questions with images to customer by sending 'richMessage.listpicker' type of message.\n", "value": { "messages": { "message": [ { "messageId": "56ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.listpicker" }, "content": { "json": "{ \"type\": \"listpicker_with_images\", \"version\": \"1\", \"title\": \"Check latest collection \", \"subtitle\": \"Only online\", \"imageid\": \"1\", \"list\": { \"multipleSelection\": false, \"sections\": [ { \"multipleSelection\": false, \"title\": \"Select Answer\", \"order\": 0, \"items\": [ {\"title\": \"Check trim T-shirt\",\"subtitle\": \"Available only online order.\",\"id\": \"100001\",\"imageid\": \"1\",\"actions\": [ {\"type\": \"postback\" }] }, {\"title\": \"Classic trench coat\",\"subtitle\": \"Available in stores and online\",\"id\": \"100002\",\"imageid\": \"2\",\"actions\": [ {\"type\": \"postback\" }] } ] } ] }, \"images\": [ { \"url\": \"https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg\", \"imageid\": \"1\" }, { \"url\": \"https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg\", \"imageid\": \"2\" { \"type\": \"listpicker_with_images\", \"version\": \"1\", \"title\": \"Check latest collection \", \"subtitle\": \"Only online\", \"imageid\": \"1\", \"list\": {\"multipleSelection\": false,\"sections\": [{ \"multipleSelection\": false, \"title\": \"Select Answer\", \"order\": 0, \"items\": [{\"title\": \"Check trim T-shirt\",\"subtitle\": \"Available only online order.\",\"id\": \"100001\",\"imageid\": \"1\",\"actions\": [ { \"type\": \"postback\" }]},{\"title\": \"Classic trench coat\",\"subtitle\": \"Available in stores and online\",\"id\": \"100002\",\"imageid\": \"2\",\"actions\": [ { \"type\": \"postback\" }]} ]}] }, \"images\": [{\"url\": \"https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg\",\"imageid\": \"1\"},{\"url\": \"https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg\",\"imageid\": \"2\"} ]}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "send_timepicker": { "description": "Bot or Agent type of client application can send pickup options or timeslots to customer using this type of message.\n", "value": { "messages": { "message": [ { "messageId": "56ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.timepicker" }, "content": { "json": "{\"type\": \"timepicker\",\"id\": \"cd3e8271-2bd5-4489-b23b-c70a43058813\",\"version\": \"1\",\"style\": \"icon\",\"imageid\": \"1\",\"title\": \"Timelslot selector-4\",\"event\": {\"timezoneOffset\": 0,\"title\": \"Choose a timeslot\",\"timeslots\": [ { \"duration\": \"3600\", \"startTime\": \"2020-12-31T17:00+0000\", \"id\": \"1000006\" }, { \"duration\": \"3600\", \"startTime\": \"2020-12-31T18:00+0000\", \"id\": \"1000007\" }],\"location\": { \"latitude\": 37.7725, \"longitude\": -122.4311, \"radius\": 100, \"title\": \"Building One\"}},\"images\": [{ \"url\": \"https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg\", \"imageid\": \"1\"}]}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "send_richlink": { "description": "Bot or Agent type of client application can send rich links to customer using this type of message\n", "value": { "messages": { "message": [ { "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.richlink" }, "content": { "json": "{ \"version\": \"1\", \"type\": \"web_url\", \"imageid\": \"1\", \"images\": [{ \"title\": \"Winter Jackets!!\", \"url\": \"https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg\", \"link\": \"https://aznadestzwa07.egdemo.info/purplenile/collection.html\", \"imageid\": \"1\", \"mimeType\": \"image/jpg\", \"style\": \"icon\"} ]}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "send_quick_reply": { "description": "Bot or Agent can suggest reply to customer using this type of message. This is typically shown in bubble on customer side, \nwhere customer can just tap on it to send reply instead of actually typing it.\n", "value": { "messages": { "message": [ { "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.quickreply" }, "content": { "json": "{ \"type\": \"quickreply\", \"version\": \"1\", \"quickReply\": {\"title\": \"How was your experience\",\"items\": [ {\"title\": \"Great\" }, {\"title\": \"Decent\" }, {\"title\": \"Terrible\" }] }}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "send_template": { "description": "Bot or Agent can send template type of message to whatsapp user using this type of message.\nTemplate must be approved by whatsapp.\n", "value": { "messages": { "message": [ { "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.template" }, "content": { "json": "{\"type\": \"template\",\"version\": \"1\",\"template\": { \"title\": \"Hi {{1}}, thanks for your order {{2}} placed on {{3}}. Your order has shipped. You can get a tracking update any time by replying TRACK.\", \"items\": [{\"id\": \"1\",\"value\": \"Bob\"},{\"id\": \"2\",\"value\": \"12345\"},{\"id\": \"3\",\"value\": \"01/21/23\"} ]}}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "send_template_with_quick_reply_buttons": { "description": "Bot or Agent can send template type of message with quick reply buttons to whatsapp user using this type of message.\nTemplate must be approved by whatsapp.\n", "value": { "messages": { "message": [ { "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.template" }, "content": { "json": "{\"type\": \"template\",\"version\": \"1\",\"subtype\": \"quick_reply\",\"template\": {\"title\": \"Hi {{1}}, thanks for your order {{2}} placed on {{3}}. Your order has shipped. You can get a tracking update any time by replying TRACK.\",\"items\": [{ \"id\": \"1\", \"value\": \"Bob\"},{ \"id\": \"2\", \"value\": \"12345\"},{ \"id\": \"3\", \"value\": \"01/21/23\"}],\"buttons\": [{ \"title\": \"Thank you\"},{ \"title\": \"I did not order this\"},{ \"title\": \"TRACK\"}]}}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "send_template_with_call_to_action_buttons": { "description": "Bot or Agent can send template type of message with quick reply buttons to whatsapp user using this type of message.\nTemplate must be approved by whatsapp.\n", "value": { "messages": { "message": [ { "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.template" }, "content": { "json": "{ \"type\": \"template\", \"version\": \"1\", \"subtype\": \"click_to_action\", \"template\": {\"title\": \"Hi {{1}}, thanks for your order {{2}} placed on {{3}}. Your order has shipped. You can get a tracking update any time by replying TRACK.\",\"items\": [ {\"id\": \"1\",\"value\": \"Bob\" }, {\"id\": \"2\",\"value\": \"12345\" }, {\"id\": \"3\",\"value\": \"01/21/23\" }],\"buttons\": [ {\"title\": \"Call us\",\"type\": \"number\",\"value\": \"14081234567\" }, {\"title\": \"Visit our site\",\"type\": \"web\",\"value\": \"https://www.egain.com/\" }] }}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "request_customer_to_signin": { "description": "Bot or Agent can request customer to sign in, using this type of message.\n", "value": { "messages": { "message": [ { "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.authentication" }, "content": { "json": "{ \"type\": \"authentication\", \"version\": \"1\", \"authentication\": {\"version\": \"2.0\",\"icon\": \"https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg\",\"oauth2\": { \"responseType\": \"code\", \"scope\": [\"r_liteprofile\" ], \"redirectURI\": \"https://example.com/auth/linkedin/callback\"} }, \"receivedMessage\": {\"title\": \"Sign In\",\"subtitle\": \"Log in with your credentials\" }, \"replyMessage\": {\"title\": \"Sign In Success\",\"subtitle\": \"You are now authenticated\" }}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "send_app": { "description": "Bot or Agent can send app type of request to customer using this type of message.\nThis is typically used for sending Apple's iMessage type message https://developer.apple.com/imessage/\n", "value": { "messages": { "message": [ { "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.app" }, "content": { "json": "{ \"type\": \"app\", \"version\": \"1\", \"app\": {\"icon\": \"https://images-na.ssl-images-amazon.com/images/I/41yy1%2B08agL._SR38,50_.jpg\",\"id\": \"\",\"name\": \"Name of the App\",\"url\": \"?data=passed-to-app&data2=more-data-passed-to-app\",\"useLiveLayout\": \"true\" }, \"receivedMessage\": {\"title\": \"Title of Bubble\",\"subtitle\": \"subtitle of bubble\" }, \"replyMessage\": {\"title\": \"Title of Bubble\",\"subtitle\": \"subtitle of bubble\" }}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "send_form": { "description": "This is applicable only for Apple Business chat channel. Bot or Agent can send form using this type of message.\nMore info https://register.apple.com/resources/messages/msp-rest-api/type-interactive#form-message\n", "value": { "messages": { "message": [ { "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.form" }, "content": { "json": "{ \"type\": \"form\", \"version\": \"1\", \"form\": {\"version\": \"1.1\",\"template\": \"messageForms\",\"data\": { \"startPageIdentifier\": \"0\", \"showSummary\": true, \"splash\": {\"header\": \"Apple Card\",\"splashtext\": \"Kindly answer the following questions to help us dispute this transaction.\",\"buttonTitle\": \"Continue\",\"imageid\": \"2\" }, \"pages\": [{ \"pageIdentifier\": \"0\", \"type\": \"select\", \"title\": \"Type of Product\", \"subtitle\": \"Was the merchandise you received defective or not as the merchant described?\", \"multipleSelection\": true, \"nextPageIdentifier\": \"1\", \"items\": [{ \"title\": \"Option 1\", \"value\": \"option1\", \"identifier\": \"001\"},{ \"title\": \"Option 2\", \"value\": \"option2\", \"identifier\": \"002\"},{ \"title\": \"Option 3\", \"value\": \"option3\", \"identifier\": \"003\"},{ \"title\": \"Option 4\", \"value\": \"option4\", \"identifier\": \"004\"},{ \"title\": \"Option 5\", \"value\": \"option5\", \"identifier\": \"005\"},{ \"title\": \"Option 6\", \"value\": \"option6\", \"identifier\": \"006\"} ]},{ \"pageIdentifier\": \"1\", \"type\": \"select\", \"title\": \"Item Condition\", \"subtitle\": \"Was the merchandise you received defective or not as the merchant described?\", \"multipleSelection\": false, \"items\": [{ \"title\": \"Defective\", \"value\": \"defective\", \"identifier\": \"101\", \"nextPageIdentifier\": \"2\"},{ \"title\": \"Not as described\", \"value\": \"notAsDescribed\", \"identifier\": \"102\", \"nextPageIdentifier\": \"3\"} ]},{ \"pageIdentifier\": \"2\", \"type\": \"select\", \"title\": \"Supporting Documents\", \"subtitle\": \"Do you have any supporting documents that demonstrate that the product quality was not sufficient?\", \"multipleSelection\": false, \"items\": [{ \"title\": \"Yes\", \"value\": \"yes\", \"nextPageIdentifier\": \"3\"},{ \"title\": \"No\", \"value\": \"no\", \"nextPageIdentifier\": \"3\"} ]},{ \"pageIdentifier\": \"3\", \"type\": \"picker\", \"pickerTitle\": \"Select Your Region\", \"nextPageIdentifier\": \"4\", \"items\": [{ \"title\": \"APAC\", \"value\": \"apac\"},{ \"title\": \"EMEA\", \"value\": \"emea\"},{ \"title\": \"LATAM\", \"value\": \"latam\"},{ \"title\": \"NAM\", \"value\": \"nam\"} ]},{ \"pageIdentifier\": \"4\", \"type\": \"datePicker\", \"title\": \"Retrieval Date\", \"subtitle\": \"What date did you receive, or expect to receive the product?\", \"nextPageIdentifier\": \"5\", \"options\": {\"startDate\": \"2020-02-12\",\"maximumDate\": \"2020-02-13\",\"minimumDate\": \"2020-01-01\",\"dateFormat\": \"MM/dd/yyyy\" }},{ \"pageIdentifier\": \"5\", \"type\": \"input\", \"title\": \"Remaining Issues\", \"subtitle\": \"Please provide details about remaining issue\", \"nextPageIdentifier\": \"6\", \"options\": {\"required\": true,\"inputType\": \"multiline\",\"maximumCharacterCount\": 300,\"keyboardType\": \"UIKeyboardTypeEmailAddress\" }},{ \"pageIdentifier\": \"6\", \"type\": \"input\", \"title\": \"Product name\", \"subtitle\": \"Please provide name of the product\", \"options\": {\"required\": false,\"inputType\": \"singleline\",\"maximumCharacterCount\": 25,\"keyboardType\": \"UIKeyboardTypePhonePad\" }, \"submitForm\": true} ]} }, \"images\": [{ \"data\": \"base64encoded-image-file\", \"imageid\": \"1\"},{ \"data\": \"base64encoded-image-file\", \"imageid\": \"2\"} ], \"receivedMessage\": {\"title\": \"Apple Card Dispute Form\",\"subtitle\": \"Please fill out the following dispute form.\",\"style\": \"small\",\"imageid\": \"1\" }, \"replyMessage\": {\"title\": \"Tap to view your response.\",\"subtitle\": \"\",\"style\": \"small\",\"imageid\": \"1\" }}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "send_payment_request": { "description": "This is applicable only for Apple Business chat channel. Bot or Agent can request customer to make payment using this type of message.\nMore info https://register.apple.com/resources/messages/msp-rest-api/type-interactive#apple-pay-message\n", "value": { "messages": { "message": [ { "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "richMessage.payment" }, "content": { "json": "{ \"type\": \"payment\", \"version\": \"1\", \"data\": {\"images\": [{\"url\": \"https://upload.wikimedia.org/wikipedia/commons/thumb/3/39/Salmo_salar.jpg/320px-Salmo_salar.jpg\",\"imageid\": \"1\"}],\"payment\": {\"endpoints\": {\"paymentGatewayUrl\": \"https://qa-messaginghub.ezdev.net/egain/notify/v1/webhooks/apple/payment/gateway\"},\"paymentRequest\": {\"applePay\": { \"merchantCapabilities\": [\"supports3DS\",\"supportsDebit\",\"supportsCredit\" ], \"supportedNetworks\": [\"amex\",\"visa\",\"discover\",\"masterCard\" ]},\"countryCode\": \"US\",\"currencyCode\": \"USD\",\"domainName\": \"qa-messaginghub.ezdev.net\",\"lineItems\": [ {\"amount\": \"1.00\",\"label\": \"Salmon\",\"type\": \"final\" }, {\"amount\": \"2.00\",\"label\": \"Halibut\",\"type\": \"final\" },{\"amount\": \"0.50\",\"label\": \"Shipping\",\"type\": \"final\" }],\"requiredBillingContactFields\": [ \"post\"],\"requiredShippingContactFields\": [ \"post\", \"phone\", \"email\", \"name\"],\"shippingMethods\": [ {\"amount\": \"0.00\",\"detail\": \"Available within an hour\",\"identifier\": \"in_store_pickup\",\"label\": \"In-Store\" }, {\"amount\": \"0.01\",\"detail\": \"5-8 Business Days\",\"identifier\": \"flat_rate_shipping_id_2\",\"label\": \"UPS\" }],\"total\": { \"amount\": \"3.50\", \"label\": \"Sams Fish\", \"type\": \"final\"}}} }, \"receivedMessage\": {\"imageIdentifier\": \"1\",\"style\": \"large\",\"subtitle\": \"$3.50 at Sams Fish\",\"title\": \"Sams Fish Invoice\" }}" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "link_conversation_with_existing_case": { "description": "At the time of escalation sender application can provide case id for chat activity that will be created for conversation\nIt must be valid existing case id.\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "escalation.transfer" }, "attributes": { "attribute": [ { "external": false, "object": "activity", "name": "case_id", "value": "123456" } ] }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "send_error": { "description": "Participants in conversation can send error message back to sender if there is failure while processing message.\nInclude id and messageId of parent message in payload, so that sender can figure out which message has failed.\n", "value": { "messages": { "message": [ { "messageId": "56ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "error" }, "parent": { "id": "4b9ae9f9-c91c-49f9-a146-d832131606e6", "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3" }, "content": { "json": "{\"code\":\"400-221\", \"error\":\"Message could not be delivered because media files are disabled.\"}" }, "sender": { "type": "customer", "participant": { "name": "customer_name" } } } ] } } }, "send_delivered_status": { "description": "When client app delivers message to recipient, it can inform sender about delivery status using this type of message.\nInclude '$.parent.id' and '$.parent.messageId' of parent message in payload, so that sender of parent message can link it with original message.\n", "value": { "messages": { "message": [ { "messageId": "56ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "status.delivered" }, "parent": { "id": "4b9ae9f9-c91c-49f9-a146-d832131606e6", "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3" }, "sender": { "type": "customer", "participant": { "name": "customer_name" } } } ] } } }, "send_read_status": { "description": "When client app receives notification from recipient that which indicates recipient has read the message, it can inform sender about that using this type of message.\nInclude '$.parent.id' and '$.parent.messageId' of parent message in payload, so that sender of parent message can link it with original message.\n", "value": { "messages": { "message": [ { "messageId": "56ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" }, "type": { "value": "status.read" }, "parent": { "id": "4b9ae9f9-c91c-49f9-a146-d832131606e6", "messageId": "46ea3afb-b462-2ea4-7aed-500020a648f3" }, "sender": { "type": "customer", "participant": { "name": "customer_name" } } } ] } } }, "end_conversation": { "description": "Any participant( customet/bot/agent) can end the conversation by sending message with type 'conversation.end'.\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "conversation.end" }, "sender": { "type": "customer", "participant": { "name": "custom_bot_name" } } } ] } } }, "survey_from_customer": { "description": "At the end of conversation, customer client app can present survey questions to the customer, and then submit survey to conversation Hub\nCustomer client app must include conversation id of conversation for which survey is being submitted as value of '$.messages.message.conversation.parent.id'\ncontent.value must be a JSON object with a question array. A bare JSON array is rejected and the survey is not saved.\n", "value": { "messages": { "message": [ { "messageId": "56ea3afb-b462-2ea4-7aed-500020a648f3", "conversation": { "type": "survey.form", "parent": { "id": "96ea3afb-b462-2ea4-7aed-500020a648f3" } }, "type": { "value": "text" }, "content": { "type": "application/json", "value": "{\"question\":[{\"value\":\"Are you satisfied with the level of service?\",\"answer\":\"3\"},{\"value\":\"Is the information you received complete?\",\"answer\":\"4\"},{\"value\":\"Is the response time good?\",\"answer\":\"2\"}]}", "redact": false } } ] } } }, "Custom_bot_start_conversation": { "description": "If customer and bot has exchanged messages outside of conversation hub and bot wants to escalate conversation to \neGain Advisor/Agent, then custom bot client application can send this type of message. \nAt the time of escalation, Custom bot can include bot transcript (messages that are exchanged between customer and bot ) \nin message, so that agent gets context of conversation. Transcript messages can be passed as part of '$.messages.message.conversation.messages' object\n", "value": { "messages": { "message": [ { "messageId": "9e32007c-5952-4dc0-8ac8-516c2389ae56", "conversation": { "account": { "address": "byocv3", "channel": { "type": "byocv3" } }, "conversationContact": "phone.mobile", "lookupContact": "phone.mobile", "entryPoint": { "id": "1005" }, "customer": { "name": "John smith", "type": "individual", "attributes": [ { "name": "group", "value": "eGain" } ], "contacts": { "contact": [ { "type": "phone", "subType": "mobile", "address": "923456788" } ] } }, "clientInfo": { "timeOffset": 30, "referrerName": "DD", "referrerUrl": "http://egain.com" }, "messages": { "message": [ { "messageId": "96ea3afb-b462-2ea4-7aed-500020a648f3", "type": { "value": "text" }, "content": { "text": "I have a question related to my recent order" }, "sender": { "type": "customer", "participant": { "name": "customer_name" } }, "recipients": { "recipient": [ { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } ] }, "status": "sent", "sent": "2022-04-25T16:21:03.817Z" }, { "messageId": "da2efe76-22f1-4461-ab6d-989068608286", "type": { "value": "text" }, "content": { "text": "ok", "redact": false }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } }, "recipients": { "recipient": [ { "type": "customer", "participant": { "name": "John smith" } } ] }, "status": "failed", "sent": "2022-04-25T16:21:05.199Z" }, { "messageId": "c51de57f-c07a-4154-98e1-989ecb23ab05", "type": { "value": "text" }, "content": { "text": "escalate", "redact": false }, "sender": { "type": "customer", "participant": { "name": "customer_name" } }, "recipients": { "recipient": [ { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } ] }, "status": "sent", "sent": "2022-04-25T16:21:13.926Z" } ] } }, "type": { "value": "escalation.transfer" }, "content": { "text": "Including agent to the conversation", "redact": false }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } }, "recipients": { "recipient": [ { "type": "egain_agent" } ] } } ] } } }, "bot_escalate_conversation_with_preferred_agent": { "description": "Bot application can escalate conversation to preferred Agent by sending 'escalation.transfer' type message with preferred agent id or userName or both.\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7", "preferredAgent": { "id": "1234", "userName": "agent007" } }, "type": { "value": "escalation.transfer" }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "agentAvailable": { "description": "Agent client application can send this type of message to inform Conversation Hub about agent availability for entry point.\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "entryPoint": { "id": "custom.1234" } }, "type": { "value": "agent.available" }, "sender": { "type": "custom_agent", "participant": { "name": "custom_agent_name" } } } ] } } }, "agentUnavailable": { "description": "Agent client application can send this type of message to inform Conversation Hub about agent unavailability for entry point.\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "entryPoint": { "id": "custom.1234" } }, "type": { "value": "agent.unavailable" }, "sender": { "type": "custom_agent", "participant": { "name": "custom_agent_name" } } } ] } } }, "softDeleteInProgress": { "description": "Customer client application can send this type of message to soft delete previously sent message.\n$.message.parent.id is the 'id' of message(to be deleted) returned by system in the response when that message was submitted to the system.\n\nIf $.message.parent.id is not available then alternatively, you can send its client message id, $.message.parent.messaged , \nthis value must match with $.message.messageId of original message to be deleted.\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "91822806-88c3-43b3-8eed-097b4f0d68a7" }, "parent": { "id": "11822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "delete.soft" }, "sender": { "type": "customer" } } ] } } }, "softDeleteCompleted": { "description": "Customer client application can send this type of message to soft delete previously sent message on completed conversation.\n$.message.parent.id is the 'id' of message(to be deleted) returned by system in the response when that message was submitted to the system.\n\nIf $.message.parent.id is not available then alternatively, you can send its client message id, $.message.parent.messaged , \nthis value must match with $.message.messageId of original message to be deleted.\n\nNote that you can't submit further messages on new conversation that gets created when you submit this message\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "account": { "address": "byocv3", "channel": { "type": "byocv3" } } }, "parent": { "id": "11822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "delete.soft" }, "sender": { "type": "customer" } } ] } } }, "permanentDelete": { "description": "Customer client application can send this type of message to permanent delete previously sent message.\n$.message.parent.id is the 'id' of message(to be deleted) returned by system in the response when that message was submitted to the system.\n\nIf $.message.parent.id is not available then alternatively, you can send its client message id, $.message.parent.messaged , \nthis value must match with $.message.messageId of original message to be deleted.\n\nIf you want to permanent delete message that belong to completed conversation, then pass $.message.conversation.account instead of $.message.conversation.id, \n\nNote that you can't submit further messages on new conversation that gets created when you submit this message if the message being deleted belongs to completed conversation.\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "91822806-88c3-43b3-8eed-097b4f0d68a7" }, "parent": { "id": "11822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "delete.permanent" }, "sender": { "type": "customer" } } ] } } }, "undoSoftDelete": { "description": "Customer client application can send this type of message to undo soft delete of previously sent message.\n$.message.parent.id is the 'id' of message(deleted) returned by system in the response when that message was submitted to the system.\n\nIf $.message.parent.id is not available then alternatively, you can send its client message id, $.message.parent.messaged , \nthis value must match with $.message.messageId of original soft deleted message.\n\nIf you want to undo soft delete of message that belong to completed conversation, then pass $.message.conversation.account instead of $.message.conversation.id Refer \"Soft delete message sent on completed conversation\", \n\nNote that you can't submit further messages on new conversation that gets created just to delete that message.\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "91822806-88c3-43b3-8eed-097b4f0d68a7" }, "parent": { "id": "11822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "undo" }, "sender": { "type": "customer" } } ] } } }, "Send_Custom_attributes": { "description": "At the time of escalation custom bot application can send values for custom attributes for Activity that gets created when conversation is escalated.\nIn '$.messages.message.attributes' object custom attributes can be added.\nCurrently egain_agent client application only supports custom attributes for 'activity' and 'customer' object.\nCustom attribute name must be prefixed with 'custom.', otherwise it must be out of box attribute of object.\nIf external=true, then egain_agent application ignores attributes.\n", "value": { "messages": { "message": [ { "messageId": "31822806-88c3-43b3-8eed-097b4f0d68a7", "conversation": { "id": "21822806-88c3-43b3-8eed-097b4f0d68a7" }, "type": { "value": "escalation.transfer" }, "attributes": { "attribute": [ { "external": false, "object": "activity", "name": "subject", "value": "Order number : 1234" }, { "external": false, "object": "activity", "name": "custom.crmId", "value": "123456" } ] }, "sender": { "type": "custom_bot", "participant": { "name": "custom_bot_name" } } } ] } } }, "Invalid_Completed_Expired_Conversation": { "description": "If sender sends a message with invalid conversation id or conversation is either expired or completed.\nIf conversation is expired or invalid, sender should send same message again without old conversation id, \nin that case Conversation Hub will generate new conversation.\n", "value": { "code": "400-630", "developerMessage": "Following conversation id is invalid, completed or expired : ." } }, "Sender_Not_Allowed_To_Send_Message_Type": { "description": "When sender sends message with type which is not allowed", "value": { "code": "400-199", "developerMessage": "Invalid value of attribute 'messages.message[0].type.value'='escalation.transfer'." } }, "Sender_Not_Part_Of_Conversation": { "description": "If sender is not part of conversation. This can happen if bot tries to send message on already escalated coversation", "value": { "code": "400-240", "developerMessage": "Sender is not part of following conversation : " } }, "Sender_Not_Allowed_To_Start_Conversation": { "description": "If sender is not allowed to start conversation", "value": { "code": "403-103", "developerMessage": "Sender is not allowed to start conversation." } }, "Forbidden": { "value": { "code": "403-178", "developerMessage": "User is not allowed to perform the following action: ." } }, "InvalidAcceptLanguage": { "value": { "code": "406-100", "developerMessage": "Invalid 'Accept-Language' header value provided." } } }, "requestBodies": { "postAuthentication": { "description": "Register new authentication type", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PostAuthenticationData" }, "examples": { "OAuth": { "description": "OAuth type authentication", "value": { "name": "custom_bot_callback_authentication", "type": "oauth2", "oauth2": { "tokenRequestUrl": "https://example.com/accesstoken", "method": "POST", "headers": [ { "name": "Content-Type", "value": "application/json" }, { "name": "Accept", "value": "application/json" } ], "payload": "{ \"clientId\": \"74513d54e112464ea8e69d3d639d0c94\",\"clientSecret\": \"nv1GRtTAL1OcKdqKZrQBb5AqQNilgaitr@JYtsdYZvLbCHx8dRjZeCPENmo8\"}", "accessTokenPath": "$.accessToken" } } }, "Basic Auth": { "description": "OAuth type authentication", "value": { "name": "bot-authentication", "type": "basic", "basicAuth": { "username": "assistant-1", "password": "87d0-0242ac130003" } } } } } } }, "putAuthentication": { "description": "Update authentication type", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PutAuthenticationData" }, "example": { "name": "custom_bot_callback_authentication", "type": "oauth2", "oauth2": { "tokenRequestUrl": "https://acme.support.com/clientapp/accesstoken", "method": "POST", "headers": [ { "name": "Content-Type", "value": "application/json" }, { "name": "Accept", "value": "application/json" } ], "payload": "{ \"clientId\": \"c987cbfc-d59c-11ea-87d0-0242ac130003\",\"clientSecret\": \"c987cde6-d59c-11ea-87d0-0242ac130003\",\"refreshToken\": \"c987cee0-d59c-11ea-87d0-0242ac130003\"}", "accessTokenPath": "$.accessToken" }, "modified": "2021-03-28T14:29:01.516Z" } } } }, "postClientApplication": { "description": "Register new client application", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PostClientApplicationData" }, "example": { "name": "custom_bot_client_application_1", "description": "Client app for Eva bot", "active": true, "roles": [ { "name": "custom_bot", "version": "v3", "callback": "https://example.support.com/messaging/customBot", "notificationEmail": "client_app_admin@example.com", "headers": [ { "name": "X-custom-header", "value": "xyz" } ], "authentication": { "id": "34fbb53f-ed7f-48d4-b545-e26cc95e075d" } } ] } } } }, "putClientApplication": { "description": "Update Client application", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PutClientApplicationData" }, "example": { "name": "custom_bot_client_application_1", "description": "Client app for Eva bot", "active": true, "roles": [ { "name": "custom_bot", "version": "v3", "callback": "https://example.support.com/messaging/customBot", "notificationEmail": "client_app_admin@example.com", "authentication": { "id": "34fbb53f-ed7f-48d4-b545-e26cc95e075d" } } ] } } } }, "postParticipant": { "description": "Create participant", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PostParticipantData" }, "examples": { "Participants with Intent": { "value": { "name": "custom_bot_participant", "type": "custom_bot", "active": true, "application": { "id": "9d091084-3ca8-4afc-97e1-8b0ad52fc38f" }, "intents": { "intent": [ { "value": "order_complaints", "displayValue": "Order Complaints" }, { "value": "sales_enquiries", "displayValue": "Sales Enquiries" } ] } } }, "Participants without Intent": { "value": { "name": "custom_bot_participant", "type": "custom_bot", "active": true, "application": { "id": "9d091084-3ca8-4afc-97e1-8b0ad52fc38f" } } } } } } }, "putParticipant": { "description": "Update participant", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PutParticipantData" }, "example": { "name": "custom_bot_participant", "type": "custom_bot", "active": true, "application": { "id": "9d091084-3ca8-4afc-97e1-8b0ad52fc38f" }, "modified": "2021-03-06T21:16:36.838Z" } } } }, "postChannel": { "description": "Register new custom channel", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PostChannelData" }, "examples": { "Create BYOC channel": { "description": "This is sample payload to create BYOC channel.\nAdd base64 encoded image as value of 'icon' attribute before creating channel.\n", "value": { "type": "custom_channel", "icon": "", "displayName": "Custom Channel", "description": "Custom Channel", "active": true, "restrictions": { "inbound": { "maxTextLength": 140, "features": [ "typing_events", "attachments", "richText" ], "attachmentPolicy": { "enabled": true, "maxSize": 12345, "type": "block", "extensions": [ "bat", "exe" ] } }, "outbound": { "maxTextLength": 140, "systemMessages": true, "midChatAuth": true, "features": [ "typing_events", "attachments", "richText" ], "richMessageTypes": [ "listpicker", "quickreply", "timepicker", "richlink" ], "attachmentPolicy": { "enabled": true, "maxSize": 12345, "type": "allow", "extensions": [ "jpeg", "txt" ] } } }, "l10nProperties": [ { "language": "en-US", "properties": [ { "name": "msg_hub_retain_and_retry", "value": "Thank you for reaching out. We will respond to you at the earliest." }, { "name": "msg_hub_off_hours", "value": "Thank you for your inquiry. Our service hours are 9am-5pm PST, Monday-Friday. If you are trying within the service hours and still getting this message, please try again after some time." }, { "name": "msg_hub_invalid_content_type_to_customer", "value": "This content type is not currently supported." }, { "name": "msg_hub_invalid_content_type_to_agent", "value": "This content type is not currently supported." }, { "name": "msg_hub_channel_msg_failed", "value": "Message could not be delivered. Please try again after some time." }, { "name": "msg_hub_blocked_file_extension", "value": "Attachment file type '{0}' is not allowed." }, { "name": "msg_hub_attachment_size_exceeds_limit", "value": "File could not be sent. It exceeded the maximum limit of {0}" } ] } ] } }, "Create Google Business Messaging Channel": { "description": "This is sample payload to create Google business messaging channel.\n", "value": { "type": "google_business_messaging", "displayName": "Google Business Messaging", "description": "Created for PurpleNile", "icon": "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", "restrictions": { "outbound": { "maxTextLength": 3000, "systemMessages": false, "midChatAuth": false, "richMessageTypes": [ "listpicker", "quickreply" ], "features": [ "attachments", "typing_events" ], "attachmentPolicy": { "enabled": true, "maxSize": 5242880, "type": "allow", "extensions": [ "jpeg", "jpg", "png" ] } } } } }, "Create Twilio SMS channel": { "description": "This is sample payload to create Twilio SMS channel.\n", "value": { "type": "sms_twilio", "displayName": "SMS", "description": "Created for PurpleNile", "icon": "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", "restrictions": { "outbound": { "maxTextLength": 10000, "systemMessages": false, "midChatAuth": false, "richMessageTypes": [ "listpicker", "quickreply" ], "features": [ "attachments" ], "attachmentPolicy": { "enabled": true, "maxSize": 524288, "type": "allow", "extensions": [ "jpeg", "jpg", "png" ] } } }, "l10nProperties": [ { "language": "en-US", "properties": [ { "name": "msg_hub_retain_and_retry", "value": "Thank you for reaching out. We will respond to you at the earliest." }, { "name": "msg_hub_off_hours", "value": "Thank you for your inquiry. Our service hours are 9am-5pm PST, Monday-Friday. If you are trying within the service hours and still getting this message, please try again after some time." }, { "name": "msg_hub_invalid_content_type_to_customer", "value": "This content type is not currently supported." }, { "name": "msg_hub_invalid_content_type_to_agent", "value": "This content type is not currently supported." }, { "name": "msg_hub_channel_msg_failed", "value": "Message could not be delivered. Please try again after some time." }, { "name": "msg_hub_blocked_file_extension", "value": "Attachment file type '{0}' is not allowed." }, { "name": "msg_hub_attachment_size_exceeds_limit", "value": "File could not be sent. It exceeded the maximum limit of {0}" }, { "name": "msg_hub_sms_optout_response", "value": "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe." } ] } ] } }, "Create Whatsapp channel": { "description": "This is sample payload to create whatsapp channel.\n", "value": { "type": "whatsapp", "displayName": "WhatsApp", "description": "Created for PurpleNile", "icon": "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", "restrictions": { "outbound": { "maxTextLength": 1600, "systemMessages": false, "midChatAuth": false, "richMessageTypes": [ "listpicker", "quickreply", "template" ], "features": [ "attachments", "delivery_receipts" ], "customerServiceWindow": { "durationMinutes": 1440, "continueMessageTypes": [ "template" ] }, "attachmentPolicy": { "enabled": true, "maxSize": 5242880, "type": "allow", "extensions": [ "jpeg", "jpg", "png", "pdf" ] } } }, "l10nProperties": [ { "language": "en-US", "properties": [ { "name": "msg_hub_retain_and_retry", "value": "Thank you for reaching out. We will respond to you at the earliest." }, { "name": "msg_hub_off_hours", "value": "Thank you for your inquiry. Our service hours are 9am-5pm PST, Monday-Friday. If you are trying within the service hours and still getting this message, please try again after some time." }, { "name": "msg_hub_invalid_content_type_to_customer", "value": "This content type is not currently supported." }, { "name": "msg_hub_invalid_content_type_to_agent", "value": "This content type is not currently supported." }, { "name": "msg_hub_channel_msg_failed", "value": "Message could not be delivered. Please try again after some time." }, { "name": "msg_hub_blocked_file_extension", "value": "Attachment file type '{0}' is not allowed." }, { "name": "msg_hub_attachment_size_exceeds_limit", "value": "File could not be sent. It exceeded the maximum limit of {0}" } ] } ] } } } } } }, "putChannel": { "description": "Update channel", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PutChannelData" }, "example": { "type": "custom_channel", "icon": "", "displayName": "Custom Channel", "description": "Custom Channel", "active": true, "modified": "2021-06-11T23:14:41.836Z", "restrictions": { "inbound": { "maxTextLength": 140, "features": [ "typing_events", "attachments", "richText" ], "attachmentPolicy": { "enabled": true, "maxSize": 12345, "type": "block", "extensions": [ "bat", "exe" ] } }, "outbound": { "maxTextLength": 140, "systemMessages": true, "midChatAuth": true, "features": [ "typing_events", "attachments", "richText" ], "richMessageTypes": [ "listpicker", "quickreply", "timepicker", "richlink" ], "attachmentPolicy": { "enabled": true, "maxSize": 12345, "type": "block", "extensions": [ "bat", "exe" ] } } }, "l10nProperties": [ { "language": "en-US", "properties": [ { "name": "msg_hub_retain_and_retry", "value": "Thank you for reaching out. We will respond to you at the earliest." }, { "name": "msg_hub_off_hours", "value": "Thank you for your inquiry. Our service hours are 9am-5pm PST, Monday-Friday. If you are trying within the service hours and still getting this message, please try again after some time." }, { "name": "msg_hub_invalid_content_type_to_customer", "value": "This content type is not currently supported." }, { "name": "msg_hub_invalid_content_type_to_agent", "value": "This content type is not currently supported." }, { "name": "msg_hub_channel_msg_failed", "value": "Message could not be delivered. Please try again after some time." }, { "name": "msg_hub_blocked_file_extension", "value": "Attachment file type '{0}' is not allowed." }, { "name": "msg_hub_attachment_size_exceeds_limit", "value": "File could not be sent. It exceeded the maximum limit of {0}" } ] } ] } } } }, "postOrchestration": { "description": "Register new conversation orchestration", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PostOrchestrationData" }, "examples": { "With Bot": { "value": { "name": "default_orchestration", "description": "Created for Custom channel", "active": true, "applications": { "botConfiguration": { "forwardTranscript": true, "bots": [ { "id": "a09dddd6-394b-4039-86bc-a5dd89ee5e8d", "participant": { "id": "a09dddd6-394b-4039-86bc-a5dd89ee5e8d" }, "onEscalation": { "agent": { "id": "c09dddd6-394b-4039-86bc-a5dd89ee5e8d" } } } ] }, "customerConfiguration": { "customer": { "id": "b09dddd6-394b-4039-86bc-a5dd89ee5e8d" } } } } }, "Without Bot": { "value": { "name": "default_orchestration", "applications": { "customerConfiguration": { "customer": { "id": "b09dddd6-394b-4039-86bc-a5dd89ee5e8d" } }, "agentConfiguration": { "agents": [ { "id": "c09dddd6-394b-4039-86bc-a5dd89ee5e8d" } ] } } } } } } } }, "putOrchestration": { "description": "Update orchestration", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PutOrchestrationData" }, "example": { "name": "default_orchestration", "description": "Created for custom channel.", "active": true, "modified": "2021-06-11T23:14:41.836Z", "applications": { "botConfiguration": { "forwardTranscript": true, "bots": [ { "id": "a09dddd6-394b-4039-86bc-a5dd89ee5e8d", "participant": { "id": "b09dddd6-394b-4039-86bc-a5dd89ee5e8d" }, "onEscalation": { "agent": { "id": "c09dddd6-394b-4039-86bc-a5dd89ee5e8d" } } } ] }, "customerConfiguration": { "customer": { "id": "b09dddd6-394b-4039-86bc-a5dd89ee5e8d" } } } } } } }, "postAccount": { "description": "Register new account", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PostAccountData" }, "examples": { "Create account for BYOC channel": { "description": "This is sample payload for BYOC channel account\n", "value": { "name": "order_account", "address": "123456789", "channel": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67" }, "chatConfigurations": { "timeout": 30, "defaultLanguage": "en-US", "onAgentUnavailability": "off_hours", "allowLogoutWithOpenChats": false, "allowQueueTransferOnAgentUnavailability": false, "orchestration": { "id": "c37e975f-6b2f-490f-9cac-dfa05499f744" }, "entryPoint": { "id": "1001" } } } }, "Create account for Google Business Messaging channel": { "description": "This is sample payload for Google Business Messaging channel channel account.\nReplace address value with real Google Business Messaging 'google_business_messaging_agent', for example 'brands/4e16c0b7-fbfe-4f07-bae9-e8b8289d4891/agents/776426e8-98cb-41c9-97fa-f88ee133fa9d'.\nIf there is custom agent name set, that can be used as well as value of address.\nFor more info refer https://developers.google.com/business-communications/business-messages/guides/how-to/agents\n", "value": { "name": "order_account", "address": "", "channel": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67" }, "chatConfigurations": { "timeout": 30, "defaultLanguage": "en-US", "onAgentUnavailability": "off_hours", "orchestration": { "id": "c37e975f-6b2f-490f-9cac-dfa05499f744" }, "entryPoint": { "id": "1001" } } } }, "Create account for Twilio SMS channel": { "description": "This is sample payload for Twilio SMS channel account.\n", "value": { "name": "order_account", "address": "+1234xxxxxxx", "attributes": [ { "name": "accountSid", "value": "" }, { "name": "authToken", "value": "" } ], "channel": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67" }, "chatConfigurations": { "timeout": 30, "defaultLanguage": "en-US", "onAgentUnavailability": "off_hours", "orchestration": { "id": "c37e975f-6b2f-490f-9cac-dfa05499f744" }, "entryPoint": { "id": "1001" } } } }, "Create account for WhatsApp channel": { "description": "This is sample payload for WhatsApp channel account.\n", "value": { "name": "order_account", "address": "1234xxxxxxx", "attributes": [ { "name": "accountSid", "value": "" }, { "name": "authToken", "value": "" } ], "channel": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67" }, "chatConfigurations": { "timeout": 30, "defaultLanguage": "en-US", "onAgentUnavailability": "off_hours", "orchestration": { "id": "c37e975f-6b2f-490f-9cac-dfa05499f744" }, "entryPoint": { "id": "1001" } } } } } } } }, "putAccount": { "description": "Update account", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/PutAccountData" }, "example": { "name": "order_account", "address": "123456789", "modified": "2021-03-28T14:29:01.516Z", "channel": { "id": "45a095f4-d0ee-4220-a689-22b541c58f67" }, "chatConfigurations": { "timeout": 30, "defaultLanguage": "en-US", "onAgentUnavailability": "off_hours", "orchestration": { "id": "c37e975f-6b2f-490f-9cac-dfa05499f744" }, "entryPoint": { "id": "1001" } } } } } }, "postSendMessage": { "description": "Send Message", "content": { "application/json": { "schema": { "$ref": "#/components/schemas/RequestData" }, "examples": { "Customer Start conversation": { "$ref": "#/components/examples/Customer_to_Conversation_Hub" }, "Reply from Custom bot": { "$ref": "#/components/examples/Custom_bot_to_Conversation_Hub" }, "Escalate conversation from bot to agent": { "$ref": "#/components/examples/bot_escalate_conversation" }, "Handoff conversation from agent to bot": { "$ref": "#/components/examples/agent_escalate_conversation" }, "Send typing event": { "$ref": "#/components/examples/customer_start_typing" }, "Reply from eGain Agent": { "$ref": "#/components/examples/eGain_Agent_to_Conversation_Hub" }, "Sending attachments": { "$ref": "#/components/examples/sending_attachments" }, "Update Customer info": { "$ref": "#/components/examples/update_customer_info" }, "Send Listpicker": { "$ref": "#/components/examples/send_listpicker" }, "Send Listpicker With Images": { "$ref": "#/components/examples/send_listpicker_with_images" }, "Send Timepicker": { "$ref": "#/components/examples/send_timepicker" }, "Send Rich Link": { "$ref": "#/components/examples/send_richlink" }, "Send Quick Replies": { "$ref": "#/components/examples/send_quick_reply" }, "Send Template": { "$ref": "#/components/examples/send_template" }, "Send Template with quick reply buttons": { "$ref": "#/components/examples/send_template_with_quick_reply_buttons" }, "Send Template with call to action buttons": { "$ref": "#/components/examples/send_template_with_call_to_action_buttons" }, "Request customer to sign in": { "$ref": "#/components/examples/request_customer_to_signin" }, "Send iMessage": { "$ref": "#/components/examples/send_app" }, "Send Form": { "$ref": "#/components/examples/send_form" }, "Send Apple pay request": { "$ref": "#/components/examples/send_payment_request" }, "Link Conversation with existing case": { "$ref": "#/components/examples/link_conversation_with_existing_case" }, "Send Error": { "$ref": "#/components/examples/send_error" }, "Send Delivered Status": { "$ref": "#/components/examples/send_delivered_status" }, "Send Read Status": { "$ref": "#/components/examples/send_read_status" }, "End conversation": { "$ref": "#/components/examples/end_conversation" }, "Survey from customer": { "$ref": "#/components/examples/survey_from_customer" }, "Bot Start conversation": { "$ref": "#/components/examples/Custom_bot_start_conversation" }, "Escalate To Preferred Agent": { "$ref": "#/components/examples/bot_escalate_conversation_with_preferred_agent" }, "Agent Available": { "$ref": "#/components/examples/agentAvailable" }, "Agent Unavailable": { "$ref": "#/components/examples/agentUnavailable" }, "Soft Delete Message sent on in progress conversation": { "$ref": "#/components/examples/softDeleteInProgress" }, "Soft delete message sent on completed conversation": { "$ref": "#/components/examples/softDeleteCompleted" }, "Permanent Delete Message": { "$ref": "#/components/examples/permanentDelete" }, "Undo Soft Delete": { "$ref": "#/components/examples/undoSoftDelete" }, "Sending Custom Attributes": { "$ref": "#/components/examples/Send_Custom_attributes" } } } } } }, "parameters": { "id": { "name": "id", "in": "path", "description": "id of object", "required": true, "style": "simple", "explode": false, "schema": { "type": "string", "minLength": 36, "maxLength": 36 }, "example": "7b6c5fff-036e-4a40-b68a-a67c592fc079" } }, "callbacks": { "customBotRequestData": { "{callback url registered for Custom Bot}": { "post": { "description": "From Conversation Hub to custom bot.\n", "requestBody": { "content": { "application/json": { "schema": { "$ref": "#/components/schemas/CallbackRequestData" }, "examples": { "Conversation Hub To CustomBot": { "value": { "metadata": { "attributes": [ { "name": "version", "value": "v1" } ], "messages": { "message": [ { "id": "262839d2-7cb3-4b38-90cd-5989a56e5d44", "messageId": "96ea3afb-b462-2ea4-7aed-500020a648f3", "type": { "value": "text" }, "conversation": { "id": "7251b0be-7662-4ed8-838d-ac0860106cc3" }, "content": { "text": "hi", "redact": false }, "sender": { "type": "customer", "participant": { "name": "John smith" } }, "recipients": { "recipient": [ { "type": "custom_bot", "participant": { "name": "custom_bot_participant" } } ] }, "created": "2021-04-02T19:59:07.654Z" } ] } } } } } } } }, "responses": { "202": { "description": "Accepted" } } } } }, "agentRequestData": { "{callback url registered for Agents}": { "post": { "description": "From Conversation Hub to eGain Agent.\n", "requestBody": { "content": { "application/json": { "schema": { "$ref": "#/components/schemas/CallbackRequestData" }, "examples": { "Escalation from custom bot": { "value": { "metadata": { "attributes": [ { "name": "version", "value": "v1" } ] }, "messages": { "message": [ { "id": "eaaf7fff-3d20-4144-abd0-2ba34a42cc3a", "messageId": "56713d9c-db83-412a-904d-a414eb5ec1e4", "conversation": { "id": "e21888f4-779d-4506-84ba-0e68b6583b07", "account": { "id": "07eb8acc-cfa5-4b55-a421-c07fddfe3dc8", "modified": "2022-07-09 20:01:15.521", "address": "1000", "channel": { "type": "custom.teams", "id": "a630387b-c303-414d-8d95-f0d406864292", "modified": "2022-07-09 20:01:15.487" } }, "conversationContact": "phone.mobile", "lookupContact": "phone.mobile", "entryPoint": { "id": "1000" }, "customer": { "name": "John smith", "type": "individual", "attributes": [ { "name": "group", "value": "eGain" } ], "contacts": { "contact": [ { "type": "phone", "subType": "mobile", "address": "123456788" } ] } }, "clientInfo": { "timeOffset": 30, "referrerName": "DD", "referrerUrl": "http://egain.com" }, "messages": { "message": [ { "id": "72b2299e-f55b-4e7f-a5a2-18db0bdc5f78", "messageId": "859fcf09-8c1e-443a-8d3f-8f6a5373616a", "type": { "value": "text" }, "content": { "text": "I have a question related to my recent order.", "redact": false }, "sender": { "type": "customer" }, "recipients": { "recipient": [ { "type": "custom_bot" } ] }, "status": "sent", "created": "2022-07-09 20:01:24.512", "sent": "2022-07-09 20:01:24.517" }, { "id": "9afff176-3bce-4cfb-b28e-3639bcc35cd4", "messageId": "011a4f9a-3b80-4023-b926-acdb49d24eab", "type": { "value": "text" }, "content": { "text": "Advisor will be with you shortly.", "redact": false }, "sender": { "type": "custom_bot", "participant": { "name": "Eva" } }, "recipients": { "recipient": [ { "type": "customer", "participant": { "name": "John smith" } } ] }, "status": "sent", "created": "2022-07-09 20:01:24.331", "sent": "2022-07-09 20:01:24.449" } ] } }, "type": { "value": "escalation.transfer" }, "sender": { "type": "custom_bot" }, "recipients": { "recipient": [ { "type": "egain_agent" } ] }, "created": "2022-07-09 20:01:24.521" } ] } } }, "Reply from customer": { "value": { "metadata": { "attributes": [ { "name": "version", "value": "v1" } ] }, "messages": { "message": [ { "id": "262839d2-7cb3-4b38-90cd-5989a56e5d44", "messageId": "96ea3afb-b462-2ea4-7aed-500020a648f3", "type": { "value": "text" }, "conversation": { "id": "7251b0be-7662-4ed8-838d-ac0860106cc3" }, "content": { "text": "hi", "redact": false }, "sender": { "type": "customer", "participant": { "name": "John smith" } }, "recipients": { "recipient": [ { "type": "egain_agent" } ] }, "created": "2021-04-02T19:59:07.654Z" } ] } } } } } } }, "responses": { "202": { "description": "Accepted" } } } } }, "customerRequestData": { "{callback url registered for Customer}": { "post": { "description": "From Conversation Hub to customer.\n", "requestBody": { "content": { "application/json": { "schema": { "$ref": "#/components/schemas/CallbackRequestData" }, "examples": { "Conversation Hub To Customer": { "value": { "metadata": { "attributes": [ { "name": "version", "value": "v1" } ] }, "messages": { "message": [ { "id": "262839d2-7cb3-4b38-90cd-5989a56e5d44", "messageId": "96ea3afb-b462-2ea4-7aed-500020a648f3", "type": { "value": "text" }, "conversation": { "id": "7251b0be-7662-4ed8-838d-ac0860106cc3" }, "content": { "text": "hi", "redact": false }, "sender": { "type": "egain_agent", "participant": { "name": "John" } }, "recipients": { "recipient": [ { "type": "customer" } ] }, "attachments": { "attachment": [ { "id": "862839d2-7cb3-4b38-90cd-5989a56e5d44", "name": "test.jpg", "size": 1234, "url": "https://messaging.egain.cloud/egain/notify/v3/assets/download?signature=ZXlKMGVYQWlPaUpLVjFRaUxDSmhiR2NpT2lKSVV6STFOaUo5LmV5SmhkV1FpT2lKa05EVmhOVEJqTVRWak5tTTBPRGcyWWpSaU" } ] }, "created": "2021-04-02T19:59:07.654Z" } ] } } } } } } }, "responses": { "202": { "description": "Accepted" } } } } } } } }