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omnichannel.yaml
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omnichannel.yaml
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openapi: 3.0.0
info:
version: 1.0.0
title: Omnichannel
# description: |-
# With the Rocket.Chat [Omnichannel](https://docs.rocket.chat/use-rocket.chat/omnichannel) feature, you can talk to your customers and website visitors, regardless of the channel they choose to connect with you.
# The Omnichannel endpoints are of two types:
# * **Endpoints requiring authentication**: The workspace admins and managers use the endpoints that require authentication with a login method.
# * **Endpoints not requiring authentication**: Visitors can use the endpoints that require no authentication. These endpoints require a visitor `token` which is like an authentication parameter for visitors. Visitors can [register themselves](livechat-endpoints/visitor/register-a-new-livechat-visitor.md) by providing a random unique string as the `token` which can be used for other such endpoints.
# This section includes the following endpoints:
# * **Livechat**: Manage livechat users, visitors, conversations, and view analytics.
# * **Voice Channel**: Initiate and receive [calls](https://docs.rocket.chat/use-rocket.chat/rocket.chat-voice-channel) with visitors.
# * **Canned Responses**: Create and manage [template messages](https://docs.rocket.chat/use-rocket.chat/omnichannel/canned-responses).
servers:
- url: https://apiexplorer.support.rocket.chat
paths:
'/api/v1/livechat/users/{type}':
post:
summary: Register New Agent or Manager
description: |-
Register a new <a href='https://docs.rocket.chat/use-rocket.chat/omnichannel/agents' target='_blank'>agent</a> or <a href='https://docs.rocket.chat/use-rocket.chat/omnichannel/managers' target='_blank'>manager</a>.
Permission required: `view-livechat-manager`
### Changelog
| Version | Description |
| ------------ | ------------|
|0.42.0 | Added |
operationId: 'post-api-v1-livechat-users-:type'
parameters:
- $ref: '#/components/parameters/AuthToken'
- $ref: '#/components/parameters/UserId'
- name: type
in: path
description: |-
The type of user that you want to register. The value can either be `agent` or `manager`.
required: true
schema:
type: string
example: agent
requestBody:
content:
application/json:
schema:
type: object
properties:
username:
type: string
description: The user name that you want to register.
required:
- username
examples:
Example 1:
value:
username: john.doe
responses:
'200':
description: OK
content:
application/json:
schema:
type: object
properties:
user:
type: object
properties:
_id:
type: string
username:
type: string
success:
type: boolean
examples:
Success Example:
value:
user:
_id: SQafHvoFPuB57NmBD
username: john.doe
success: true
'400':
description: Bad Request
content:
application/json:
schema:
type: object
properties:
success:
type: boolean
error:
type: string
errorType:
type: string
examples:
Example 1:
value:
success: false
error: 'must have required property ''username'' [invalid-params]'
errorType: invalid-params
'401':
$ref: '#/components/responses/authorizationError'
'403':
$ref: '#/components/responses/permissionError'
tags:
- Livechat Users
get:
summary: Get List of Agents or Managers
description: |-
* If the `type` is `manager`, permission required: `view-livechat-manager`.
* If the `type` is `agent`, permission required: at least one of `transfer-livechat-guest` or `edit-omnichannel-contact`.
### Changelog
| Version | Description |
| ---------------- | ------------|
|2.2.0 | Added support to pagination |
|0.42.0 | Added |
operationId: get-api-v1-livechat-users-type
parameters:
- $ref: '#/components/parameters/AuthToken'
- $ref: '#/components/parameters/UserId'
- name: type
in: path
description: The type of user that you want to register. The value can either be `agent` or `manager`.
required: true
schema:
type: string
example: agent
- $ref: '#/components/parameters/offset'
- $ref: '#/components/parameters/count'
- $ref: '#/components/parameters/sort'
- schema:
type: string
in: query
name: text
description: Enter the text you want to filter the search result with.
responses:
'200':
description: OK
content:
application/json:
schema:
type: object
properties:
users:
type: array
items:
type: object
properties:
_id:
type: string
username:
type: string
status:
type: string
statusLivechat:
type: string
name:
type: string
emails:
type: array
items:
type: object
properties:
address:
type: string
verified:
type: boolean
livechat:
type: string
departments:
type: array
items:
type: string
examples:
Success Example:
value:
users:
- _id: XLzGrYF9L2miSpPHP
username: dialog.bot
status: offline
statusLivechat: not-available
name: Dialog Bot
emails:
- address: [email protected]
verified: true
livechat: null
departments: []
- _id: rbAXPnMktTFbNpwtJ
username: john.doe
status: offline
statusLivechat: available
name: John Doe
emails:
- address: [email protected]
verified: true
livechat:
maxNumberSimultaneousChat: ''
departments:
- 64181a0728384134ed600dcc
- _id: hFDuCPam7sWziWFYa
username: hookdeck.write
status: offline
statusLivechat: not-available
name: Hookdeck Write
emails:
- address: [email protected]
verified: true
livechat: null
departments: []
- _id: stjxrXYBWy3EcDugH
username: rocket.agent
status: offline
statusLivechat: not-available
name: Rocket Agent
emails:
- address: [email protected]
verified: false
livechat:
maxNumberSimultaneousChat: ''
departments:
- 64181a0728384134ed600dcc
'401':
$ref: '#/components/responses/authorizationError'
'403':
$ref: '#/components/responses/permissionError'
tags:
- Livechat Users
'/api/v1/livechat/users/{type}/{_id}':
get:
summary: Get Agent or Manager Information
description: |-
Get information about a particular agent or a manager.
Permission required: `view-livechat-manager`
### Changelog
| Version | Description |
| ---------------- | ------------|
|0.42.0 | Added |
operationId: get-api-v1-livechat-users-type-_id
parameters:
- $ref: '#/components/parameters/AuthToken'
- $ref: '#/components/parameters/UserId'
- name: type
in: path
description: The type of user. The value can either be `agent` or `manager`.
required: true
schema:
type: string
- name: _id
in: path
description: The user ID.
required: true
schema:
type: string
example: SQafHvoFPuB57NmBD
responses:
'200':
description: OK
content:
application/json:
schema:
type: object
properties:
user:
type: object
properties:
_id:
type: string
username:
type: string
name:
type: string
status:
type: string
statusLivechat:
type: string
emails:
type: array
items:
type: object
properties:
address:
type: string
verified:
type: string
livechat:
type: object
properties:
maxNumberSimultaneousChat:
type: string
success:
type: boolean
examples:
Success Example:
value:
user:
_id: SQafHvoFPuB57NmBD
username: john.doe
name: John Doe
status: offline
statusLivechat: available
emails:
- address: [email protected]
verified: 'true'
livechat:
maxNumberSimultaneousChat: ''
success: true
'401':
$ref: '#/components/responses/authorizationError'
'403':
$ref: '#/components/responses/permissionError'
tags:
- Livechat Users
delete:
summary: Remove Agent or Manager
description: |-
Remove a user as an agent or a manager.
Permission required: `view-livechat-manager`
### Changelog
| Version | Description |
| ---------------- | ------------|
|0.42.0 | Added |
operationId: delete-api-v1-livechat-users-type-_id
parameters:
- $ref: '#/components/parameters/AuthToken'
- $ref: '#/components/parameters/UserId'
- name: type
in: path
description: The type of user. The value can either be `agent` or `manager`.
required: true
schema:
type: string
- name: _id
in: path
description: The user ID.
required: true
schema:
type: string
example: SQafHvoFPuB57NmBD
responses:
'200':
$ref: '#/components/responses/trueSuccess'
'401':
$ref: '#/components/responses/authorizationError'
'403':
$ref: '#/components/responses/permissionError'
tags:
- Livechat Users
'/api/v1/livechat/agent.info/{rid}/{token}':
get:
summary: Get Agent Information
description: |-
Get the Livechat agent data according to the path variables. To get the `rid` and `token` values, call the <a href="https://developer.rocket.chat/apidocs/get-rooms" target="_blank">Get Rooms</a> endpoint to retrieve the details of all rooms.
operationId: get-api-v1-livechat-agent
parameters:
- name: rid
in: path
description: The room ID.
required: true
schema:
type: string
example: zRAeTszXor8CCPceB
- name: token
in: path
description: The visitor token.
required: true
schema:
type: string
example: iNKE8a6k6cjbqWhWd
responses:
'200':
description: OK
content:
application/json:
schema:
type: object
properties:
agent:
type: object
properties:
_id:
type: string
emails:
type: array
items:
type: object
properties:
address:
type: string
verified:
type: boolean
status:
type: string
name:
type: string
username:
type: string
livechat:
type: object
properties:
maxNumberSimultaneousChat:
type: string
success:
type: boolean
examples:
Success Example:
value:
agent:
_id: XycfA5CetCPuEjqxw
emails:
- address: [email protected]
verified: true
status: online
name: testAgent
username: test.agent
livechat:
maxNumberSimultaneousChat: '5'
success: true
tags:
- Livechat Agents
'/api/v1/livechat/agent.next/{token}':
get:
summary: Get Next Agent Information
description: |-
Get information about the next available agent for an incoming conversation. This endpoint returns the available agents who have not been assigned to any chat yet. To get the `token` value, call the <a href="https://developer.rocket.chat/apidocs/get-rooms" target="_blank">Get Rooms</a> endpoint to retrieve the details of all rooms.
operationId: get-api-v1-livechat-agent.next
parameters:
- name: token
in: path
description: The visitor token.
required: true
schema:
type: string
responses:
'200':
description: OK
content:
application/json:
schema:
type: object
properties:
agent:
type: object
properties:
_id:
type: string
emails:
type: array
items:
type: object
properties:
address:
type: string
verified:
type: boolean
name:
type: string
username:
type: string
success:
type: boolean
examples:
Success Example:
value:
agent:
_id: 7Gm3PoFCJWTCJ68XR
emails:
- address: [email protected]
verified: true
name: Livechat Agent
username: livechat.agent
success: true
tags:
- Livechat Agents
/api/v1/omnichannel/agents/available:
get:
summary: Get Available Agent Information
description: |-
Get information about the currently available agent. Permission required: `manage-agent-extension-association`
operationId: get-api-v1-omnichannel-agents-available
parameters:
- $ref: '#/components/parameters/AuthToken'
- $ref: '#/components/parameters/UserId'
- name: query
in: query
description: 'Use the query operator to search for specific data. For more information, see <a href="https://developer.rocket.chat/apidocs/query-parameters" target="_blank">Query Parameters</a>.'
schema:
type: string
- name: text
in: query
description: The response is the data that contains this text.
schema:
type: string
- name: includeExtension
in: query
description: 'The voice channel extension associated with the agent. If you don''t enter any extension number, the endpoint returns a list of all agents who have not been assigned any extensions. For information about extensions, see <a href="https://docs.rocket.chat/docs/associate-agents-with-extensions-in-rocketchat" target="_blank">Associate agents with extensions in Rocket.Chat</a>.'
schema:
type: string
- $ref: '#/components/parameters/offset'
- $ref: '#/components/parameters/count'
- $ref: '#/components/parameters/sort'
responses:
'200':
description: OK
content:
application/json:
schema:
type: object
properties:
agent:
type: object
properties:
_id:
type: string
username:
type: string
name:
type: string
status:
type: string
statusLivechat:
type: string
emails:
type: array
items:
type: object
properties:
address:
type: string
verified:
type: boolean
livechat:
type: object
properties:
maxNumberSimultaneousChat:
type: string
success:
type: boolean
examples:
Success Example:
value:
agent:
_id: XycfA5CetCPuEjqxw
username: test.agent
name: agent123
status: online
statusLivechat: online
emails:
- address: [email protected]
verified: true
livechat:
maxNumberSimultaneousChat: '5'
success: true
'401':
$ref: '#/components/responses/authorizationError'
'403':
$ref: '#/components/responses/permissionError'
tags:
- Livechat Agents
/api/v1/omnichannel/contact:
post:
summary: Register or Update Omnichannel Contact
description: |-
Register a guest user as a new omnichannel contact.
Permission required: `view-l-room`
operationId: post-api-v1-omnichannel-contact
parameters:
- $ref: '#/components/parameters/AuthToken'
- $ref: '#/components/parameters/UserId'
requestBody:
content:
application/json:
schema:
type: object
properties:
token:
type: string
description: The contact token. Enter a random unique string as the value. Use this same token to update the contact.
name:
type: string
description: The contact name.
email:
type: string
description: The contact email.
phone:
type: string
description: The contact phone number.
contactManager:
type: object
description: The contact manager's user name.
properties:
username:
type: string
required:
- token
- name
examples:
Example 1:
value:
token: 434lxd7iss8yh8c4m80wh
name: Chris
email: [email protected]
phone: '+91123456788'
contactManager:
username: kim.jane
responses:
'200':
description: |-
OK
To update a contact, use the contact token created in the response.
content:
application/json:
schema:
type: object
properties:
contact:
type: string
success:
type: boolean
examples:
Success Example:
value:
contact: 7ipCD6NDtkkRDCiNM
success: true
'400':
description: Bad Request
content:
application/json:
schema:
type: object
properties:
success:
type: boolean
error:
type: string
examples:
Example 1:
value:
success: false
error: 'Match error: Missing key ''token'''
'401':
$ref: '#/components/responses/authorizationError'
'403':
$ref: '#/components/responses/permissionError'
tags:
- Livechat Contacts
get:
summary: Get Omnichannel Contact
description: |-
Retrieve a contact's information.
Permission required: `view-l-room`
operationId: get-api-v1-omnichannel-contact
parameters:
- $ref: '#/components/parameters/AuthToken'
- $ref: '#/components/parameters/UserId'
- name: 'contactId '
in: query
description: The contact ID.
required: true
schema:
type: string
responses:
'200':
description: OK
content:
application/json:
schema:
type: object
properties:
contact:
type: object
properties:
_id:
type: string
username:
type: string
ts:
type: string
token:
type: string
_updatedAt:
type: string
contactManager:
type: object
properties:
username:
type: string
livechatData:
type: object
name:
type: string
phone:
type: array
items:
type: object
properties:
phoneNumber:
type: string
visitorEmails:
type: array
items:
type: object
properties:
address:
type: string
success:
type: boolean
examples:
Success Example:
value:
contact:
_id: 653f9ce1a2f73c7460e18e82
username: guest-39
ts: '2023-10-30T12:09:05.982Z'
token: 434lxd7iss8yh8c4m80wh
_updatedAt: '2023-10-30T13:43:22.044Z'
contactManager:
username: kim.jane
livechatData: {}
name: Chris
phone:
- phoneNumber: '+91123456788'
visitorEmails:
- address: [email protected]
success: true
'400':
description: Bad Request
content:
application/json:
schema:
type: object
properties:
success:
type: boolean
error:
type: string
examples:
Example 1:
value:
success: false
error: 'Match error: Missing key ''contactId'''
'401':
$ref: '#/components/responses/authorizationError'
'403':
$ref: '#/components/responses/permissionError'
tags:
- Livechat Contacts
/api/v1/omnichannel/contact.search:
get:
summary: Search Omnichannel Contacts
description: |-
Find Omnichannel contacts by name, email, phone number, or any custom field values stored in the database.
Permission required: `view-l-room`
* Encode values having characters like @,+, /and * to avoid breaking the endpoint.
* To find contacts using custom fields, use the custom query parameter. The custom query parameter must be encoded by <a href="https://developer.mozilla.org/en-US/docs/Web/API/URLSearchParams" target="_blank">URLSearchParams</a>.
For example, to search contacts with premium subscription, the request is as follows:
```
curl --location --globoff 'http://localhost:3000/api/v1/omnichannel/contact.search?custom={%20%22Subscription%22%3A%20%22premium%22%20}' \
--header 'X-Auth-Token: b5BKhblglC5OU0AfB_Tl9dKmOb0zXUvWK-nhNT_aE8V' \
--header 'X-User-Id: CkCPNcvsvCDfmWLqC'
```
operationId: get-api-v1-omnichannel-contact.search
parameters:
- $ref: '#/components/parameters/AuthToken'
- $ref: '#/components/parameters/UserId'
- name: email
in: query
description: The contact's email address.
schema:
type: string
- name: phone
in: query
description: The contact's phone number.
schema:
type: string
example: '+1367895436'
- name: custom
in: query
description: The defined custom fields.
schema:
type: string
example: fieldName=value
responses:
'200':
description: OK
content:
application/json:
schema:
type: object
properties:
contact:
type: object
properties:
_id:
type: string
username:
type: string
status:
type: string
ts:
type: string
_updatedAt:
type: string
department:
type: string
name:
type: string
token:
type: string
visitorEmails:
type: array
items:
type: object
properties:
address:
type: string
lastChat:
type: object
properties:
_id:
type: string
ts:
type: string
livechatData:
type: object
properties:
hobby:
type: string
success:
type: boolean
examples:
Success Example:
value:
contact:
_id: 62fbed6d337291dc9a68ff89
username: guest-16
status: online
ts: '2022-08-16T19:18:05.380Z'
_updatedAt: '2022-08-23T17:58:37.254Z'
department: MgzoccgEFHZ856i97
name: Kev
token: 969X86icKLRduGAKK
visitorEmails:
- address: [email protected]
lastChat:
_id: CT5bru2WjJ2EsmGbH
ts: '2022-08-16T19:24:35.916Z'
livechatData:
hobby: gaming
success: true
'400':
$ref: '#/components/responses/permissionError'
'401':
$ref: '#/components/responses/authorizationError'
tags:
- Livechat Contacts
/api/v1/livechat/analytics/agent-overview:
get:
summary: Get Agent Analytics Overview
description: |-
Get the analytics overview for the agents in your workspace.
Permission required: `view-livechat-manager`
### Changelog
| Version | Description |
| ---------------- | ------------|
|6.4.0 | Added |
operationId: get-api-v1-livechat-analytics-agent-overview
parameters:
- $ref: '#/components/parameters/AuthToken'
- $ref: '#/components/parameters/UserId'
- name: name
in: query
description: |-
The data that you want to get. The available options are:
* `Total_conversations`
* `Avg_chat_duration`
* `Total_messages`
* `Avg_first_response_time`
* `Best_first_response_time`
* `Avg_response_time`
* `Avg_reaction_time`
required: true
schema:
type: string
- name: from
in: query
description: The start date
required: true
schema:
type: string
example: '2019-05-22T12:11:45.392Z'
- name: to
in: query
description: The end date
required: true
schema:
type: string
example: '2023-05-22T12:11:45.392Z'
- name: departmentId
in: query
description: The department ID to return results for.
schema:
type: string
example: The department ID to return results for.
responses:
'200':
description: OK
content:
application/json:
schema:
type: object
properties:
head:
type: array
items:
type: object
properties:
name:
type: string
data:
type: array
items:
type: object
properties:
name:
type: string
value:
type: string
success:
type: boolean
examples:
Success Example:
value:
head:
- name: Agent
- name: Total_messages
data:
- name: kim
value: '25'
- name: jane
value: '50'
- name: baek
value: '44'
success: true
'400':
description: Bad Request
content:
application/json:
schema:
type: object
properties:
success:
type: boolean
error:
type: string
errorType:
type: string
examples:
Example 1:
value:
success: false
error: 'must have required property ''name'' [invalid-params]'
errorType: invalid-params
Example 2:
value:
success: false
error: 'must have required property ''from'' [invalid-params]'
errorType: invalid-params
Example 3:
value:
success: false
error: 'must have required property ''to'' [invalid-params]'
errorType: invalid-params
'401':
$ref: '#/components/responses/authorizationError'
'403':
$ref: '#/components/responses/permissionError'
tags:
- Livechat Statistics
/api/v1/livechat/analytics/overview:
get:
summary: Get Analytics Overview
description: |-
Get the overview of omnichannel analytics in your workspace.
Permission required: `view-livechat-manager`
### Changelog
| Version | Description |
| ---------------- | ------------|
|6.4.0 | Added |
operationId: get-api-v1-livechat-analytics-overview
parameters:
- $ref: '#/components/parameters/AuthToken'
- $ref: '#/components/parameters/UserId'
- name: name
in: query