Move a chat to pending

This API allows you to move chats for a Bot to an Agent via a POST request to the Haptik Platform.

Example URL: https://<base-url>/integration/external/v2.0/send_chat_to_agent/

Headers

Authorization: Bearer <TOKEN>
client-id: <CLIENT_ID>
Content-Type: application/json

Request

{
 "team_name": "<Name of the team>",
 "user_name": "<haptik user name>",
 "business_id": "<business_id>",
 "countdown": "<time_in_seconds>",
 "receiver": "athena"
}

• user_name (string): Identifier for the User provided by Haptik when invoking the Integration API

• business_id (number): This is a numeric identifier for the channel where the User is messaging

• team_name (string): Name of the team to which the chat is to be assigned. Can be fetched from the Teams page of Agent Chat Tool.

• countdown (number): If value is set to 5, then after 5 seconds chat will be moved to the queue. Otherwise, the chat will be moved to the queue after 10 seconds (default), value can be from range 5 to 10 seconds.

• receiver (athena): Athena is Haptik's internal Smart agent chat. This helps identify to if the chat transfer should happen to SAC.

Response

A successful request to the API will return a 200 status code with a JSON response object.

{
 "success": true
}

• success: Indicates if the API was a success or failure

Error Response

If there is an error in the Headers or the Request body, then the Error message will be returned in a JSON as shown below:

{
 "error_message": "user is not registered"
}

Here is a list of some possible error messages

Sample CURL command

curl -X POST \
 https://<base-url>/integration/external/v2.0/send_chat_to_agent/ \
 -H 'Authorization: Bearer <TOKEN>' \
 -H 'client-id: <CLIENT_ID>' \
 -H 'Content-Type: application/json' \
 -d '{
 "team_name": "<Name of the team>",
 "user_name": "<haptik user name>",
 "business_id": <business_id>,
 "receiver": "athena"
}

Get Chat Transcripts v2.0

This API allows you to get the chat history of the user for a conversation via a GET request to the Haptik Platform.

Example URL: https://<base-url>/integration/external/v2.0/get_chat_history/

Headers

Authorization: Bearer <TOKEN>
Client-ID: <CLIENT_ID>
Content-Type: application/json

Request parameters

This API allows for fetching the transcripts using either:

• Group 1: for native Haptik consumers

  • business_id
  • user_name
  • conversation_no

  • {
     "business_id": "1234",
     "user_name": "ab112468917fgghdebc",
     "conversation_no": 2
    }

• Group 2: for TRACT consumers
  • pxut
  • conversation_no

  • {
     "pxut": "tw389ysgd._aksdjknsk-545641964-B",
     "conversation_no": 2
    }

Response

A successful request to the API will return a 200 status code with a default JSON response object containing chat data.

JSON response

{
 "chat_json": [
 {
 "text": "Search places to visit{task}",
 "sender": "user",
 "message_id": 1742,
 "timestamp": "06/22/20 07:24:25 AM UTC"
 },
 {
 "text": "TEXT",
 "sender": "bot",
 "message_id": 1743,
 "timestamp": "06/22/20 07:24:26 AM UTC"
 }
 ]
}

Text response

{
 "chat_text": "user: Search places to visit{task}\nbot: TEXT\n"
}

Sender values

Error Response

If there is any error in the Headers or the Request body, then the Error message will be returned in a JSON as shown below:

{
 "error_message": "<error_message>"
}

Error messages

FAQ Step Creation APIs for KMS

We have many clients who need FAQ bots. Every time when we want to change the content of these FAQs (Q&As), a new CSV with Step name, Question and Answer in a defined format needs to be uploaded. (Format given below)

We have developed an API that can be integrated with the client KMS(Knowledge Management Systems) via any intermediate layer and every time when data gets changed in KMS, it should call this API to keep data in sync with the Haptik systems.

This API allows you to create/update/delete faq steps via a POST request to Haptik Platform.

FAQ Step creation process API consists of two parts:

1. Submit the CSV: To handle the large CSV files, this API takes the request data and after validation submit it to the celery worker and returns the task id, which executes the task asynchronously.
2. Polling API to fetch the status of submitted task id

Example URL: https://<base-url>/mogambo_api/nodes/faq/create/

1. node_name: Name of the step, step name should be unique
2. Question(User Message): Independent Responses under User Message to detect this FAQ step. Multiple user message for single node can be passed as pipe(|) separated values(refer the sample row in image above)
3. answer(bot response): A step can have single or multiple bot response, to pass multiple bot responses use `<m>` tag as delimiter

Headers

Authorization: Bearer <TOKEN>
client-id: <CLIENT_ID>
Content-Type: multipart/form-data

Request Body

"domain_name": "<Name of the Domain/Bot>",
"csv_file": filename.csv,

Response

A successful request to the API will return a 200 status code with a JSON response object.

{
 "success": true,
 "body": {
 "task_id": "fe139ce5-f4c3-4383-bacb-64a546cb0b6c"
 },
 "error": "",
 "meta": {}
}

• success flag Indicates if the API was a success or failure
• task_id: Job id for the submitted task

Error Response

If there is an error in the Headers or the Request body, then the Error message will be returned in a JSON as shown below:

{
 "error_message": "invalid doman"
}

Sample Curl Command to submit CSV file and get job id

curl -X POST \
 https://<base-url>/mogambo_api/nodes/faq/create/ \
 -H 'authorization: Bearer <token>' \
 -H 'client-id: <client-id>' \
 -H 'content-type: multipart/form-data;
 -F 'domain_name=<domain_name>' \
 -F csv_file=@filename.csv

Polling API to fetch submitted task Status

This API allows you to see the status of the submitted task id via a GET request to Haptik Platform.

Example URL: https://<base-url>/mogambo_api/nodes/faq/create/status/<task_id>/

Headers

Authorization: Bearer <TOKEN>
client-id: <CLIENT_ID>

Response

A successful request to the API will return a 200 status code with a JSON response object.

{
 "success": true,
 "body": {
 "status": "all steps have been created successfully"
 },
 "error": "",
 "meta": {}
}

• success flag Indicates if the API was a success or failure

Sample Curl Command to get the task status

curl -X GET \
 https://<base-url>/mogambo_api/nodes/faq/create/status/<task_id>/ \
 -H 'authorization: Bearer <TOKEN>' \
 -H 'client-id: <CLIENT ID>' \

Possible Statuses:

Error/Exception: shows the exception/error that occurred for the last step and stops the execution

In Progress: Step Creation is in progress

Success: Step has been created successfully

Best Practices

1. Assign Chat to Agent - In some scenarios, where integration response fails or some unknown exception occurs then instead of sending bot break message we can also directly assign the chat to an agent for better user experience.

2.Handle textual content - Every time we want to change the bot's response, a code change is required. To avoid that pain, we can use key-value stores. Any person with zero to little tech knowledge can change bot response from the key-value store (with GUI) by updating the message copy corresponding to that unique message key or ID. This message key can be shared with the developer and fetch the response using that key.

3. HSL's - Haptik defines a superset of UI elements that are available across multiple platforms. These UI elements are then converted to their platform equivalent (js-SDK, android, ios, facebook-messenger, etc..) if they are not available on that specific platform. Eg. Forms are converted to quick replies on the Facebook platform and collected over free form. For more detail read here.

4. Calling the API - There is no limit to the number of calls that you can make to the APIs. However, if Haptik detects a DDOS attack (100-200 calls/sec) then Haptik will block your requests, The recommended rate at which you can call the API is around a max of 100 Calls/minute.