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    Proactive Chat

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    With Proactive chats, agents can send a message to your customer first. You can utilize proactive chats to send marketing or announcement messages to a specific customer. When a customer replies to an agent’s message, the proactive chat automatically changes to a general ticket and is assigned to an available agent within a ticket’s team based on auto ticket routing.

    Resource Representation

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    Here's what a Proactive Chat resource looks like:

    Property nameTypeDescription

    id

    int

    The unique ID of the proactive chat.

    project

    int

    The unique ID of a Desk project where the chat belongs.

    message

    string

    The content of the message.

    messageCount

    int

    The count of messages within the chat.

    createdBy

    object

    Information about the agent who created the chat.

    assignedGroup

    object

    Information about the group where the chat is assigned.

    sentCount

    int

    The number of chats sent out.

    respondedCount

    int

    The number of chats that received responses.

    closedCount

    int

    The number of chats that have been closed/resolved.

    customersList

    string

    A string representation of customer IDs included in the chat.

    createdAt

    string

    The date time when the proactive chat was created, in ISO 8601 format.

    updatedAt

    string

    The last time the proactive chat was updated, in ISO 8601 format.

    priority

    string

    The priority of the proactive chat. Valid values are LOW, MEDIUM, HIGH, URGENT.

    Actions

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    • Endpoints are relative to the base URL allocated to your application. In this document, the /proactive_chats endpoint is prefixed by https://desk-api-{application_id}.sendbird.com/platform/v1.

    • It is recommended to urlencode parameter values in API URLs, such as {proactive_id}.

    List of Actions

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    ActionHTTP request

    Create Proactive Chat

    POST /proactive_chats
    Initiates a new Proactive Chat.

    Get Proactive Chat

    GET /proactive_chats/{proactive_id}
    Retrieves information about a specific Proactive Chat.

    List Tickets of Proactive Chat

    GET /proactive_chats/{proactive_id}/tickets
    Retrieves a list of tickets of the Proactive Chat.

    Send a follow-up message

    POST /proactive_chats/{proactive_id}/tickets/{ticket_id}/follow_up_message
    Send a follow-up message for a ticket of a specific Proactive Chat.

    Create Proactive Chat

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    Initiates a new Proactive Chat with customers.

    HTTP Request

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    POST https://desk-api-{application_id}.sendbird.com/platform/v1/proactive_chats

    Request Body

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    Include the following properties in your request body:

    Properties
    RequiredTypeDescription

    message

    string

    The content of the message you want to send in the Proactive Chat.

    groupKey

    string

    The key of the group where the chat should be assigned.

    customerIds

    list[int]

    A list of customer IDs to start the chat with.

    agentId

    int

    The ID of the agent who will be handling the chat.

    OptionalTypeDescription

    priority

    string

    The priority level of the chat: LOW, MEDIUM, HIGH, URGENT. (Default: MEDIUM)

    Successful Response

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    If successful, this action returns a JSON representation of the created Proactive Chat in the response body.

    Get Proactive Chat

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    Retrieves information about a specific Proactive Chat.

    HTTP Request

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    GET https://desk-api-{application_id}.sendbird.com/platform/v1/proactive_chats/{proactive_id}

    Parameters

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    Include the {proactive_id} parameter in the URL path.

    Required
    Parameter nameTypeDescription

    proactive_id

    int

    The ID of the specific Proactive Chat.

    Request Body

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    No request body needed.

    Successful Response

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    If successful, the server returns the Proactive Chat resource as a JSON object in the response body.

    List tickets of Proactive Chat

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    Retrieves a list of tickets of the Proactive Chat.

    HTTP Request

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    GET https://desk-api-{application_id}.sendbird.com/platform/v1/proactive_chats/{proactive_id}/tickets

    Parameters

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    Include the following parameters in the request:

    Parameters
    RequiredTypeDescription

    proactive_id

    int

    The ID of the specific Proactive Chat.

    OptionalTypeDescription

    limit

    int

    Number of results to return per page.

    offset

    int

    The initial index from which to return the results.

    Successful Response

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    If successful, this action returns a list of ticket resources that were initiated by a Proactive Chat as a JSON object in the response body.

    Send a follow-up message

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    Send a follow-up message to a specific Proactive Chat ticket.

    HTTP Request

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    POST https://desk-api-{application_id}.sendbird.com/platform/v1/proactive_chats/{proactive_id}/tickets/{ticket_id}/follow_up_message

    Parameters

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    Include the following parameters in the request:

    Required
    Parameter nameTypeDescription

    proactive_id

    int

    The ID of the specific Proactive Chat.

    ticket_id

    int

    The ID of the specific ticket of the Proactive Chat.

    Request Body

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    Include the following properties in your request body:

    Required
    Property nameTypeDescription

    message

    string

    The content of the follow-up message.

    Successful Response

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    If successful, this action returns a JSON representation of the follow-up message in the response body.

    On this page
    Resource RepresentationActionsCreate Proactive ChatGet Proactive ChatList tickets of Proactive ChatSend a follow-up message