API reference / Support Agent
Answer a visitor, or write a note
A reply goes to the visitor under the name of the caller, and the caller takes the conversation over: the Support agent answers nothing until someone hands it back. With Live translate on, the reply goes in the language of the visitor. note: true writes a note for the team, which the visitor never sees. Each @name of a person of the workspace in a note tells that person. A person writes here, never a teammate.
/api/v1/support-conversations/{id}/messagesOther ways to call it
troopy support replyIdempotency-Key header. A retry with the same key gets the first answer back, and the operation runs one time.Path parameters
id*stringA 24-character id
Body
application/jsontext*stringThe words, 4,000 characters at most
At least 1 characters · At most 4000 characters
notebooleanA note for the team, which the visitor never sees
Default false
Response
201 · application/jsondata*object33 properties
id*stringA 24-character id
botId*stringA 24-character id
botName*stringThe name of the Support Agent
origin*stringThe website where the visitor chats
status*enum<string>online: the page of the visitor is open now
onlineoffline
lastSeenAt*string | nullcreatedAt*stringISO 8601 date and time
expiresAt*stringWhen the chat of the visitor ends. After it, a reply goes only by email
lastMessageAt*stringISO 8601 date and time
messageCount*integerexcerpt*stringThe last message that the visitor sees, 180 characters at most
lastFrom*enum<string> | nullvisitorbotpersonnoteevent
lastBy*string | nullThe person of the team who wrote the last message, when a person did
country*string | nullcity*string | nullunread*integerThe messages of the visitor that the caller did not read
taken*object | nullThe person who holds the conversation. The Support agent answers nothing while a person holds it
2 properties
id*stringname*stringresolved*booleanwaitingSince*string | nullSince when the visitor waits for an answer. Null: nobody waits
asked*object | nullThe Support agent, or the count of visitor messages, asked for a person, and nobody holds the chat yet. The Support agent answers nothing until a person replies or hands it back
2 properties
at*stringISO 8601 date and time
reason*stringWhy, in one sentence for the team
contact*object | nullThe signed-in user that the website named with TroopyChat.identify. Null for a visitor that it named not
5 properties
id*string | nullThe id of the user in the product of the business
email*string | nullname*string | nullphoto*string | nullThe address of the copy of the photo in Troopy's storage
verified*booleanThe backend of the website signed the email (or the id) with the identity secret of the Support Agent
email*string | nullThe email that the visitor gave in the chat, for the replies of the team
ticket*object | nullThe bug ticket of the chat. A chat has one open ticket
7 properties
key*stringtitle*stringstatus*enum<string>backlogtodoin_progressneeds_youin_reviewdonecanceled
stage*enum<string> | nullThe step of the engineering flow. Null: the ticket is not in the flow
analyzeplanbuildtestrelease
reports*integerThe reports of the visitor's problem that the ticket holds
liveAt*string | nullWhen the ticket went live. The team then tells the visitor that the problem is fixed
told*booleanA person of the team replied to the visitor after the ticket went live
customer*object | nullThe same person as a customer of the business, by the email or the id of its contact. Needs customers:read
7 properties
id*stringA 24-character id
name*string | nullstatus*enum<string>freetrialactivepast_duecancelingchurnedpaid
plan*string | nullmrr*numberWhat the customer pays a month, in the units of its currency
currency*string | nullrisk*enum<string>nonewatchhigh
visitor*object | nullThe visitor as Analytics knows one. Troopy keeps no address
8 properties
countrystring | nullregionstring | nullcitystring | nulltimeZonestring | nulllanguagestring | nullbrowserstring | nullosstring | nulldevicestring | nullpages*array<object>The last 10 pages of the visitor, by path
3 properties
path*stringtitle*string | nullat*stringISO 8601 date and time
ended*booleanThe conversation of the visitor ended. A reply then goes only by email (mailTo)
mailTo*string | nullWhere a reply of the team goes when the visitor does not read it in the chat: the email of the visitor
readAt*string | nullThe last time that the chat of the visitor was open on a page that showed. The visitor read the replies before it
rating*object | nullHow the visitor rated the help, 1 to 5, after a person resolved the conversation
3 properties
score*integerAt least 1 · At most 5
comment*string | nullat*stringISO 8601 date and time
translate*object | nullLive translate: the language of the team and of the visitor
2 properties
team*stringvisitor*string | nullNull until the first translation reads the language that the visitor writes in
translating*booleanmessages*array<object>11 properties
id*stringrole*enum<string>visitor, bot (the Support agent), person (a reply of a person of the team), note (for the team only) or event (the team took the conversation over, or resolved it)
visitorbotpersonnoteevent
text*stringat*stringISO 8601 date and time
by*object | null2 properties
id*stringname*stringoriginal*string | nullThe words that the person wrote, when the reply went to the visitor in the language of the visitor
translation*object | nullThe message in the language of the team, for Live translate
2 properties
text*stringlang*stringstate*enum<string> | nullA reply that waits for its translation, or that could not get one. The visitor sees neither
sendingfailed
byEmail*booleanA message of the visitor that came as an answer to an email of the team
attachments*array<object>5 properties
id*stringname*stringcontentType*string | nullsize*number | nullavailable*booleangif*object | null4 properties
url*stringtitle*stringwidth*numberheight*number