Message model

Details on every Message Object field

Written by Konstantine

Updated 8 months ago

Messages API allows you to get and create messages on behalf of your customers or agents.

Here's the example response for the Messages API methods:

{
  "id": 542335,
  "agent": {
    "id": 542335,
    "name": "string",
    "email": "string",
    "role": "string"
  },
  "type": "tech",
  "text": "string",
  "read": true,
  "createdAt": "1603885746",
  "updatedAt": "1603885746",
  "edited": true,
  "broadcastType": "trigger",
  "chat": 542335,
  "from": "agent"
}

Below you can find details on each of the Message Object fields.

Field	Type	Description
id	Integer	Unique id of the message provided by HelpCrunch
agent	Object	If the message was sent from agent, this object will contain id, name, email and role of that agent * If a message was sent from Chabot, it will still be shown as sent from an agent named "HelpBot"
type	String	"tech" - system message (e.g. about status update) "email" - email message "knowledgeBase" - link to Knowledge Base article "message" - regular message "private" - private note (agents only)
text	String	Text of the message
read	Boolean	true - message was read. false - message has not been read
createdAt	Date (UNIX timestamp)	Date and time the message was created
updatedAt	Date (UNIX timestamp)	Date and time the message was updated
edited	Boolean	true - message was edited. false - message was not edited
broadcastType	String	"trigger" - proactive chat "auto chat" - targeted chat auto message "auto email" - email auto message "manual chat" - manual chat message "manual email" - manual email message Read more about Auto and manual messages
chat	Integer	Unique id of the chat provided by HelpCrunch
from	String	"agent" or "customer". Who sent the message. * note that in case of Chatbot message, it will still show up as sent from agent

Example of the ChatBot response :

{
    "id": 48943,
    "type": "message",
    "text": "Message from bot",
    "read": false,
    "edited": false,
    "createdAt": "1712053945",
    "updatedAt": "1712053945",
    "broadcastType": null,
    "agent": {
        "id": 2,
        "name": "HelpBot",
        "email": "[email protected]",
        "role": "admin"
    },
    "chat": 42068,
    "from": "agent"
}

If you have any questions regarding the REST API, feel free to chat us any time.

👩‍💻 Happy Coding! 👨‍💻

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