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API Configuration

Configure BoldChat events that trigger API calls and save trigger configurations. Each configuration is assigned an auto-generated API key for authentication and straightforward implementation of commonly used triggers.

Fastpath: Configure API settings and triggers in the BoldChat application under Setup > Account Setup > APIs.

The API settings below define the set of keys that can be used by applications to authenticate with the API.

  1. Create a new API setting under API Settings and define its name. This name is also shown in the API Key selection under Integration API Triggers.

    Important: Don't forget to save the provided API Key. For security reasons, the secret key will be obfuscated once the new setting is created and only the first four characters will be visible subsequently.

    The API Key will be provided. The key is required for authenticating REST API calls to the BoldChat servers.
    Tip: You can disable the API Setting any time. When an API setting is disabled (unchecked) then all API calls to the BoldChat servers will be refused. Triggers within the operator client will continue to fire normally, but your server will not be able to communicate back to the BoldChat servers.
  2. Create a new API trigger under API Triggers.
    Option Description
    Name Defines the name for the Integrations API Trigger shown in the settings menu.
    URL

    Submission URL of the REST API POST data.

    • The URL must be a fully qualified domain name (FQDN) with a proper SSL certificate configuration. IP addresses will not work.
    Important: URLs not adhering to these specifications will result in the trigger never being fired.

    For further security considerations, see API Security.

    API Key Required for authenticating REST API calls to the BoldChat servers. The API Key setting determines which API Key will be used when there is a callback return URL parameter selected in the Parameters section. The API Key will be included as a parameter of these callback urls so it will not be necessary to add them yourself.
    Item

    The Item setting determines how this trigger will activate.

    Possible options are:

    Chats
    • Hidden Asynchronous Action: When a Condition is met the trigger will fire an asynchronous call to your server. This will not be visible to the operator.
    • Hidden Synchronous Action: When a Condition is met the trigger will fire a synchronous call to your server, it will block for no longer than 15 seconds. This will not be visible to the operator.
    • Operator Auto-Show: When the operator opens the chat the trigger will automatically fire.
    • Operator Button: An operator will click a button to cause the trigger to fire.
    Operators
    • Operator Chat Count Changed: When there is a change in the number of active chats for an operator, operator details and the chosen parameters are asynchronously posted to the specified URL.
    • Operator Status Changed: When an operator's status changes (online/away/offline), operator details and the chosen parameters are asynchronously posted to the specified URL.
    Type Choose Operator Auto-Show with Gecko Browser Engine to display third-party integrations using the Gecko engine rather than Internet Explorer. Use this option if you see empty fields or other unexpected results on your forms.
    Condition

    The Condition setting determines when the trigger will be fired. Depending on the Item type that is selected you can choose to fire the trigger only on specific events, or add all the types to fire the trigger for each type of events.

    Restriction: Applies to postback event types only.
    • Chat window is closed: Triggered when the chat window has been fully completed, and is closed.
    • Chat is created: Triggered when the user has clicked the chat button, but the chat has not yet started, while the user is still filling out the pre-chat form for example.
    • Chat is started: Triggered when the chat has started. This is the point where the chat appears in the Active Chats grid view.
    • Chat is answered:Triggered when an operator has answered the chat.
    • Chat is ended: Triggered when the chat has ended.
    • Started chat was closed: Triggered when the operator or visitor closes the chat, or the chat auto ends and closes.
    • Chat is reassigned: Triggered when ACD or an operator re-assigns the chat to another operator, or changes department.
    • Chat is unassigned: Triggered when ACD or an operator unassigns a chat from an operator.
    • Chat page: Triggered after the visitor has been shown the chat page.
    • Post-chat page: Triggered after the visitor has been shown the Post-Chat page.
    • Unavailable page: Triggered after the visitor has been shown the chat is unavailable page (or unavailable email form).
    • Pre-chat page: Triggered after the visitor has been shown the Pre-Chat page.
    • Post-chat form is submitted: Triggered after the visitor has submitted the post-chat form. This is the very last step before a chat window closes.
    • Unavailable email form is submitted: Triggered after the visitor has submitted the unavailable email form. This is the very last step before a chat window closes.
    • Chat message is added: Triggered when a chat message is added to a chat.
    View

    The View setting becomes available after selecting an operator initiated Trigger Type. This setting determines how the web page is opened when the operator causes the trigger to fire.

    Possible options are:
    • Tab: A new tab in the details section for the chat will open.
    • Dock: A docked view will open next to the chat so both are visible at the same time. By default this view will be on to the right of the chat.
    • Pop Up: A new pop-up window will open with the content.
    Filters

    The filters list allows you to define additional criteria before the trigger fires and make the call to your server. Several filter types are supported. For a trigger to fire, all criteria across filter types must be met. Within a filter type (such as Department), only one of the selected items needs to match.

    Parameters The Parameters list defines which parameters are passed when the API trigger call is made to your server. To add a parameter, click New.
    Note: There are two components of a parameter entry:
    • Field: The internal name of the parameter as used by the service.
    • Parameter: The parameter name that will be used in the URL when a call is made to your server.
    Important: You must select the fields you want included in cases when the configured trigger submits a JSON object. Fields are passed with the name selected in an object with the parameter name.

    Applies to Chat Transcript, Operator and Department parameters.

    For example, the following object is returned if Text, Name and Created Fields are selected for the Chat Transcript parameter:

    {
      "ChatTranscript":
        [
          {"Name":"Visitor","Text":"Hello there","Created":"2014-10-29T20:35:54.273Z"},
          {"Name":"Operator","Text":"How may I help you?","Created":"2014-10-29T20:36:12.275Z"},
          {"Name":"Visitor","Text":"I think I figured it out. Goodbye.","Created":"2014-10-29T20:36:20.142Z"}
        ]
    }

    You can choose the following types of parameters for Chat and Operator Items:

    Chats

    • Standard: Predefined parameters supported by the Chats service. Select the Field from the list and change the name of the parameter to be passed.
    • Custom Field in Pre-Chat or Post-Chat: Custom fields, as defined in the Pre-Chat and Post-Chat form configurations. Simply type the name of the CustomField and change the name of the parameter that will be passed.
    • Custom Field in Operator Wrap-Up: Custom fields, as defined in the Operator Wrap-Up configuration. Simply type the name of the CustomField and change the name of the parameter that will be passed.
    • Chat Transcript: Submits a JSON object containing all chat messages.

    • Chat Message: Parameter for the Chat message is added Trigger. Returns the chat message field for the message that was added.
    • Operator: Submits a JSON object containing the operator details to whom the chat is assigned.
    • Department: Submits a JSON object containing the department details to which the chat belongs.

    Operators

    • Standard: Predefined parameters available for the Operator Item. Select the Field from the list and change the name of the parameter to be passed.
    URL Parameters

    The URL setting determines which web page gets opened when this trigger's conditions are met. The settings under the Parameters group are passed into this URL. Typically, the URL is a url to your ticketing or CRM system.

    The HTTP method type (GET or POST) varies depending on the chosen Type.
    • POST: Hidden and Visitor types
    • GET: Operator types
    Emails Hidden Asynchronous Action: When a Condition is met the trigger will fire an asynchronous call to your server. This will not be visible to the agent. Conditions are similar to those listed for Chats, above.
    Tickets Hidden Asynchronous Action: When a Condition is met the trigger will fire an asynchronous call to your server. This will not be visible to the agent. Conditions are similar to those listed for Chats, above.
    SMS Hidden Asynchronous Action: When a Condition is met the trigger will fire an asynchronous call to your server. This will not be visible to the agent. Conditions are similar to those listed for Chats, above.
    FB Messenger (Bold360 only) Hidden Asynchronous Action: When a Condition is met the trigger will fire an asynchronous call to your server. This will not be visible to the agent. Conditions are similar to those listed for Chats, above.
    Twitter Hidden Asynchronous Action: When a Condition is met the trigger will fire an asynchronous call to your server. This will not be visible to the agent. Conditions are similar to those listed for Chats, above.