Chats API allows you to get, search, create and snooze your chats. If necessary, you can also update chat status, assignee and department. In this way, you can fully control your HelpCrunch chats.
Here's the example response for most of the Chat API methods:
{
"data": [
{
"id": 542335,
"closedBy": "string",
"lastCustomerMessageAt": "1603885746",
"status": "new",
"closedAt": "1603885746",
"rating": "perfect",
"createdAt": "1603885746",
"lastMessageAt": "1603885746",
"readByAgent": true,
"readByCustomer": true,
"createdWith": "string",
"snoozedUntil": "1603885746",
"lastMessageText": "string",
"lastMessageId": 542335,
"applicationId": 542335,
"lastCommunicatedAgentId": 542335,
"agents": [
{
"id": 542335,
"name": "string",
"email": "string",
"role": "string"
}
],
"customer": {
"id": 542335,
"name": "string",
"email": "string",
"userId": "string"
},
"assignee": {
"id": 542335,
"name": "string",
"email": "string",
"role": "string"
},
"department": {
"id": 542335,
"name": "string"
}
}
],
"meta": {
"total": 435
}
}Below you can find details on each of the Chat Object fields.
| Field | Type | Description |
| id | Integer | Unique id of the chat provided by HelpCrunch |
| closedBy | String | "customer" or "agent". Who closed the chat |
| lastCustomerMessageAt | String (UNIX timestamp) | Date and time of customer's last message |
| status | String | Current chat status: "new", "opened", "pending", "onhold", "no communication", "closed" or "empty" |
| closedAt | String (UNIX timestamp) | Date and time the chat was closed |
| rating | String | How customer rated the chat after its closure: "great", "average", "poor" |
| createdAt | String (UNIX timestamp) | Date and time the chat was created |
| lastMessageAt | String (UNIX timestamp) | Date and time of the last message in chat, from agent or customer |
| createdWith | String | The trigger that led to the initiation of the chat: "public_api", "broadcast_reply", "agent_message", "customer_message" |
| readByAgent | boolean | Chat was read by agent |
| readByCustomer | boolean | Chat was read by customer |
| snoozedUntil | String (UNIX timestamp) | Date and time the chat was snoozed for. To unsnooze, pass null value. |
| lastMessageText | String | Text of the last message in chat |
| lastMessageId | Integer | Unique id of the last message provided by HelpCrunch |
| applicationId | Integer | Unique id of the application provided by HelpCrunch |
| lastCommunicatedAgentId | Integer | Unique id of agent who sent the last message, provided by HelpCrunch. You can fetch agents' info (id, name, email, role) with Get all team members REST API method. |
| agents | Array of agent objects | Agents that sent at least one message to chat. Each agent data consists of id, name, email and role |
| customer | Object | Basic customer info, including unique HelpCrunch id, name, email and userId (defined on your side). |
| assignee | Object | Agent the chat is currently assigned to. Consists of unique HelpCrunch id, name, email and role. |
| department | Object | Department the chat is currently assigned to. Consists of unique HelpCrunch id and name. |
If you have any questions regarding the REST API, feel free to chat us any time.
👩💻 Happy Coding! 👨💻
