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(Last Updated On: November 6, 2018)

Introduction

Have a custom-built integration or third-party application you want chat data sent to? No Problem!

The SnapEngage Integration API allows developers to easily interface SnapEngage with other applications, getting all the data you gather sent to the place you want to keep it. This transaction provides detailed information pertaining to the request and allows developers to recreate the request in the destination system.

SnapEngage can automatically POST events to an external URL when new requests are received for both offline and live chats.

Activate the API

  1. In the SnapEngage widget configuration, under Settings > Integrations.
  2. Select the “Integration API” icon.
  3. Enter the URL (3) of where you want to receive the POST message when a new offline request or live chat is processed by SnapEngage. In the sections below, you can elect to have the transcripts sent via email to a destination of your choice.
  4. Once you are done making changes, just make sure to click the “Save” (4) button at the very bottom of the page.

At this time, the event details will be ready to be to parsed out and into your system.

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 a JSON format.

POST event details:


Additional information

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.

To open uploaded files during the chat, you need to be signed in as SnapEnage admin or agent of the widget where chat happened.
If you access files within your target system by doing GET HTTP call, it must satisfy following:
– only https protocol
– has “orgId” parameter with your Organization ID value
– has “Authorization” header with your API Token value
OrgID and API Token can be found or generated in “My Account” section of the dashboard.
Otherwise, you will have no permission to access those files.

For greater detail about the JSON values, please see our page on Support Request JSON Details

For legacy users of the Integration API, you will still receive the support request in XML format.  For reference, please refer to the POST API (legacy XML) document.

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Published October 3, 2014