SnapEngage - Live Chat

Introduction

The SnapEngage API allows developers to easily interface SnapEngage with third-party applications.

Using the API, SnapEngage can automatically POST events to an external URL when new requests are received (either offline or live chat). This transaction provides detailed information pertaining to the request and allows developers to recreate the request in the destination system.

How to activate the API

In the SnapEngage widget configuration, under the "Destination" tab, select "Open API" and enter the URL of where you want to receive the POST message when a new offline request or live chat is processed by SnapEngage

Event API details

When the API is activated and a new support request is received, SnapEngage will automatically send a POST transaction to the URL specified in the API configuration. The transaction provides details about the support request in an XML format.

POST event details:

<?xml version="1.0" encoding="UTF-8"?>
<case>

  <id><![CDATA[8b7c3b3b-f5d7-4e58-96d8]]></id>
  <url>http://www.snapengage.com/viewcase?c=8b7c3b3b-f5d7-4e58-96d8</url>
  <snapshot_image_url>http://www.snapengage.com/snapabug/ServiceImage?c=8b7c3b3b-f5d7-4e58-96d8</snapshot_image_url>
  <requested_by><![CDATA[test@test.com]]></requested_by>
  <description><![CDATA[Testing the Open API...]]></description>
  <created_at type="datetime">2010-10-18T01:48:18.623Z</created_at>
  <page_url>http://www.snapengage.com/demo/postapi.html></page_url>
  <ip_address>67.174.108.196</ip_address>
  <browser>Chrome (6.0.472.63)</browser>
  <os>Microsoft Windows 7</os>
  <country_code>US</country_code>
  <country>United States</country>
  <region>CO</region>
  <city><![CDATA[Boulder]]></city>
  <latitude>39.914700</latitude>
  <longitude>-105.080902</longitude>
  <source_id type="integer">2</source_id>

  <languages type="array">
    <language>
      <name><![CDATA[English]]></name>
      <code><![CDATA[en-US]]></code>
    </language>
    <language>
      <name><![CDATA[German]]></name>
      <code><![CDATA[de-DE]]></code>
    </language>
  </languages>

  <plugins type="array">
    <plugin>
      <name>Flash</name>
      <value>10.0.45</value>
    </plugin>
    <plugin>
      <name>Java</name>
      <value>1.6</value>
    </plugin>
  </plugins>

  <transcripts type="array">
    <transcript>
      <id>jerome@snapengage.com</id>
      <date type="datetime">Mon Oct 18 01:48:27 UTC 2010</date>
      <alias>test</alias>
      <message>Hello, </message>
    </transcript>
    <transcript>
      <id></id>
      <date type="datetime">Mon Oct 18 01:48:32 UTC 2010</date>
      <alias>visitor</alias>
      <message>Hi,</message>
    </transcript>
    <transcript>
      <id></id>
      <date type="datetime">Mon Oct 18 01:48:41 UTC 2010</date>
      <alias>visitor</alias>
      <message>This is a test.</message>
    </transcript>
    <transcript>
      <id>jerome@snapengage.com</id>
      <date type="datetime">Mon Oct 18 01:48:49 UTC 2010</date>
      <alias>test</alias>
      <message>ok. thank's for testing. </message>
    </transcript>
  </transcripts>

  <chat_waittime type="integer">2</chat_waittime>
  <chat_duration type="integer">15</chat_duration>

  <javascript_variables type="array">
    <javascript_variable>
      <name><![CDATA[userid]]></name>
      <value><![CDATA[ab123456789]]></value>
    </javascript_variable>
  </javascript_variables>

  <operator_variables type="array">
   <operator_variable>
     <name><![CDATA[note]]></name>
     <value><![CDATA[this is a note entered by the agent]]></value>
    </operator_variable>
  </operator_variables>
    
</case>

Additional information

source_id: The tag source_id has an integer value of 1 when the SnapEngage interaction was a simple message, and of 2 when it was a live chat session.

retries: The target system needs to respond with and HTTP 200 to confirm that the event has been received and processed. In the absence of a successful HTTP response, SnapEngage will retry the HTTP POST automatically for approximately 2 hours before sending it through email and flagging the event as sent.

using PHP:The XML content is a stream in XML format. You can not access this stream in the $_* variables of PHP. Please use this instead:

$xml = fopen("php://input","r");