Home > Agent status API and case event API

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(Last Updated On: April 2, 2019)

Our  Agent status API provides you with the ability to send and receive status information to SnapEngage via the API.

At the same time, The case event API allows you to receive information of when an agent receives a chat and when  chat is closed.

This can be very useful, if your agents work on different systems, and you need to share information across those systems.

As a specific example, let’s say your agents work on the phone, and on chat. If they get a phone call, you may want to change their status on SnapEngage. In that case, you would do a POST call to SnapEngage with the status change to “pause”.  Once the phone call is finished, you would probably want to change their status again to “online” using a POST call again. In this call, you can also add substatuses.

With the case events API, you will get information of when a chat is started and when a chat is finished, so that you can change their status on the phone system. (So as opposed to the previous scenario, when an agent gets a chat, you may want to pause them on the phone system). This API can also be very useful for you for reporting, as you can get information of when each agent is responding to a chat, and when that chat is finished.

In terms of setting this up, once you have added the authorization on the header, and selected JSON, the body will need to include the agent id (email), and the status (“pause” or “online”). You may also include the substatus.

 

For the Agent status API you will need your API key to authentify it, as explained on the documentation. Here is more information about the API key. You can also choose to use a token.

On the admin dashboard, from My account –> API –> Agent status (You will need to be the account owner to see this), this is where you add the endpoint.

For the case events API, you will find this under the Integrations tab :

You will find all the technical details in the following links : Agent status API and Case event API.

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Published March 21, 2019