Exportation vers un système tiers

Envoyez une copie de toutes les conversations par chat à votre serveur.

Cette fonction est disponible uniquement dans les packs STANDARD et PRO.

Comment cela fonctionne

Une copie de toutes les conversations par chat résolues, des conversations manquées et des messages hors ligne est envoyée en format JSON en temps réel à une URL de votre choix. Vous pouvez ensuite traiter toutes les conversations Smartsupp sur votre serveur et les exporter vers un système tiers de votre choix (CRM, help desk, etc.).

Activer le POST hook

Envoyez un e-mail à support@smartsupp.com où vous indiquez votre URL personnalisée. De notre côté, nous enverrons toutes les conversations par chat à cette URL.

Traiter les demandes

Voir ci-dessous comment traiter une requête JSON à l’aide d’un script PHP.

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 requête

{
  "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
  }]
}

Valeurs de la demande

Parcourir les valeurs de demande disponibles.

name type description
accountId int Identifiant du compte
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 agent don’t respond to last visitor message
channel.isTriggered boolean True if chat has at least one trigger message
channel.isOffline boolean True chat was offline chat (visitor send offline message)
channel.isCompleted boolean True chat was closed and visitor has response by 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 chat.
channel.wordsCount int Num of words in chat.
channel.rating int Chat rating (null if visitor don’t send rating).
channel.ratingDesc string Chat rating comment (null if visitor don’t send rating).
visitor object Visitor info
paths object[] List of paths
messages object[] List of messages

Any questions? Contact us at support@smartsupp.com