Send a copy of all live chat conversations to your server.
This feature is available only in the PRO package.
How it works
Copy of all finished chat conversations, missed conversations and offline messages is sent in JSON format in real-time to a URL of your choice. You can then process all Smartsupp conversations on your server and export it to a 3rd party system of your choice (CRM, help desk, etc.).
Activate POST hook
Send an email to support@smartsupp.com where you specify your custom URL. On our end we will set sending all chat conversations to that URL.
Handle requests
See below how to handle JSON request using PHP script.
PHP Script
$data = file_get_contents('php://input');
// store data
file_put_contents('data.json', $data);
// or parse and process
$json = json_decode($data);JSON request
{
"accountId": 208,
"beginAt": 1427470439703,
"endAt": 1427470476687,
"channel": {
"id": 55039,
"isChat": true,
"isMissed": false,
"isTriggered": true,
"isOffline": false,
"isCompleted": true,
"isDropped": false,
"duration": 36,
"avgResponse": 14,
"firstResponse": 14,
"messagesCount": 5,
"wordsCount": 11,
"rating": 5,
"ratingDesc": ""
},
"visitor":{
"id": 27671,
"name": "Dusan Kmet",
"email": "dusan@domain.com",
"note": "VIP customer",
"group": null,
"ipAddress": "89.235.0.55",
"city": "Czech Republic",
"countryCode": "CZ",
"country": "Brno",
"userAgent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_8_5) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/41.0.2272.89 Safari/537.36",
"platform": "MacIntel",
"referer": "",
"variables": {
"chatId":{ "label":"Chat ID", "value":208 },
"chatPackage":{ "label":"Chat Package", "value":"pro" },
"userId":{ "label":"User ID", "value":"1234" }
}
},
"paths":[{
"url": "http://developers.smartsupp.com/smartsupp/hook-post",
"title": "POST Hook · Smartsupp"
}, {
"url": "http://developers.smartsupp.com",
"title": "API · Smartsupp"
}],
"messages":[{
"type": "visitor",
"from": "visitor:mxTiqn9adr2h39kmzAJ0FeaTGFJhmjio0R41491503012015",
"content": "Hello",
"sentAt": 1427470439703,
"triggeredBy": null
}, {
"type": "system",
"name": "John Doe",
"from": "agent:3",
"content": "agent.join",
"sentAt": 1427470446219,
"triggeredBy": null
}, {
"type": "agent",
"name": "",
"from": "system",
"content": "This is triggered message",
"sentAt": 1427470449706,
"triggeredBy": "Test Trigger"
}, {
"type": "agent",
"name": "John Doe",
"from": "agent:3",
"content": "Hi, how can i help you ?",
"sentAt": 1427470453772,
"triggeredBy": null
}, {
"type": "visitor",
"name": "Dusan Kmet",
"from": "visitor:mxTiqn9adr2h39kmzAJ0FeaTGFJhmjio0R41491503012015",
"content": "tanks.",
"sentAt": 1427470473124,
"triggeredBy": null
}, {
"type": "system",
"name": "Dusan Kmet",
"from": "system",
"content": "close.visitorClose",
"sentAt": 1427470476687,
"triggeredBy": null
}]
}Request values
Browse available request values.
| name | type | description |
|---|---|---|
accountId |
int | Account id |
beginAt |
int | Timestamp of conversation start |
endAt |
int | Timestamp of conversation end |
channel |
object | Channel info |
channel.id |
int | Id of channel |
channel.isChat |
boolean | True if visitor and agent send message |
channel.isMissed |
boolean | True if the agent doesn't respond to the last visitor's message |
channel.isTriggered |
boolean | True if the chat has at least one trigger message |
channel.isOffline |
boolean | True chat was offline chat (visitor sends offline message) |
channel.isCompleted |
boolean | True chat was closed and the visitor has responded to the agent on every message. |
channel.isDropped |
boolean | True chat was dropped. |
channel.duration |
int | Num of seconds. |
channel.avgResponse |
int | Num of seconds. |
channel.firstResponse |
int | Num of seconds. |
channel.messagesCount |
int | Num of messages in the chat. |
channel.wordsCount |
int | Num of words in chat. |
channel.rating |
int | Chat rating (null if the visitor doesn't send rating). |
channel.ratingDesc |
string | Chat rating comment (null if the visitor doesn't send rating). |
visitor |
object | Visitor info |
paths |
object[] | List of paths |
messages |
object[] | List of messages |