Post Answers

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edna Chat Center API for Bot Connect
Post Answers

Posts the bot’s answers to clients’ questions. After a message is sent to the bot (MESSAGE webhook), send the bot’s reply to this message to the POST endpoint <threadsUrl>/api/v1/chatbot.

Types of answers:

By threadsClientId – Internal client ID, applicable for both authorized and unauthorized clients. This type is preferable for all new integrations.
By questionId – Used when the identifier of a specific question is known.
By sessionId and questionIndex – Used when questionID is unknown, and you need to answer a message to inquire the index of the question in the thread.
(Deprecated) By clientId – Used primarily for authorized clients when it is necessary to send a message to a client; it is not tied to a specific question.

Specify a file extension in the file name of an image or enter a file type (for example, image/jpg), to make sure that the image is correctly displayed to clients.

If a message with the EMAIL type is received, it must be answered by sessionId and questionIndex. A client can have several email threads with the same subject, so you need to know which thread to send the message to.

Request Parameters

Parameter	Type	Description
`text`	string	Bot’s reply to the message from the client. Required if you aren’t using `formattedText`.
`answerId`	string	Unique identifier of the reply from the bot
`formattedText`	string (optional)	Bot’s reply to the message from the client. The reply might contain Markdown syntax. It is recommended to pass the text representation of the response to the “text” field for display in the user interface.
`clientId`	string (optional, deprecated)	External client ID. The parameter has been deprecated, use `threadsClientId` instead.
`threadsClientId`	long (optional)	Internal client ID
`sessionId`	string (optional)	Internal thread ID (ID of the client’s chat with the agent)
`questionId`	number (optional)	Internal ID of the client’s message
`questionIndex`	number (optional)	Index of the required client’s message in the thread (chat)
`segmentationInfo`	Map<String, String>	Additional parameters for changing segmentation (used within both custom and out-of-the-box segments). The segmentation parameter `personal_manager` is available out-of-the-box. If the agent’s login was passed in this parameter and the route for the segment with this parameter is configured in the system, the client’s threads are distributed via the corresponding route to personal managers (agents).
`attachments`	array (optional)	Fields: • `url` – Link to an attached file, a string up to 4,000 characters • `name` – Attachment name, a string up to 1,000 characters • `type` – MIME type of the file, a string up to 256 characters
`quickReplies`	array (optional)	Fields: • `type` – Quick reply type. Possible values are: `TEXT` for text messages. • `text` – Message text, a string up to 4,000 characters. • `shown_text` – Text content, optional parameter, a string up to 2000 characters. It’s only used combined with the `text` parameter. If the parameter is specified, it’s sent as a client message after clicking the quick reply button. • `callback_data` – Text content, optional parameter, a string up to 255 characters. The name of the event that will be passed when the JS SDK API is called for subsequent processing by the customer on the site side. • `imageUrl` – Button icon URL, a string up to 4,000 characters. • `url` – Link to an attached file, string up to 4,000 characters. The length and number of quick replies are customized in the database: `message.max-quick-replies`, `message.max-quick-reply-length`.
`code`	string	Values: • `UNCLEAR_QUESTION` – The question is unclear to the chatbot, so it forwards the conversation to an agent. • `SWITCH_TO_HUMAN` – The bot got the request to forward the conversation to an agent. • `SUCCESS` – The bot successfully handled a client’s message and sent a reply.
`userIds`	set<long>(необязательно)	List of identifiers of agents to whom the thread must be assigned after it is transferred from the current bot. This value must be sent along with `code` = `SWITCH_TO_HUMAN`.
`skillIds`	set<long>(необязательно)	List of skill identifiers that agents, to whom the thread must be assigned after it is transferred from the current bot, must have. This value must be sent along with `code` = `SWITCH_TO_HUMAN`.
`unitIds`	set<long>(необязательно)	List of department identifiers to which agents, to whom the thread must be assigned after it is transferred from the current bot, must belong. This value must be sent along with `code` = `SWITCH_TO_HUMAN`.
`settings`	object (optional)	Additional settings for the message
`settings.blockInput`	boolean (optional)	The parameter that defines whether the message input field is blocked (`true` – blocked, `false` – not blocked). Only works with quick replies.
`settings.masked`	boolean (optional)	The parameter that is used to mask digits in linked client messages (`true` – masked, `false` – not masked).
`quickRepliesHeaderFooter`	object (optional)	Header and footer. For WhatsApp only.
`quickRepliesHeaderFooter.header`	array (optional)	Fields: • `text` – Header text, up to 61 characters. • `imageUrl` – image URL • `documentUrl` – file URL • `documentName` – filename • `videoUrl` – video URL You can send header parameters: text, an image, document, or video. You can use only one type of header in a message.
`quickRepliesHeaderFooter.footer`	array (optional)	Fields: • `text` – Footer text, up to 61 characters.
`messageListPicker`	object (optional)	Interactive list. For WhatsApp only.
`messageListPicker.header`	object (optional)	Fields: • `text` – Footer text, up to 60 characters.
`messageListPicker.footer`	object (optional)	Fields: • `text` – Footer text, up to 60 characters.
`messageListPicker.title`	string	Name of a button in the interactive list, up to 20 characters
`messageListPicker.sections`	array (up to 10 elements in all items)	Fields: • `title (string)` – Interactive list title, up to 24 characters • `title (array)` – an array of interactive list elements
`messageListPicker.section.items`	array	Fields: • `title (string)` – Item name, up to 24 characters • `subTitle (string)` – Optional. Item subtitle, up to 72 characters • `identifier (string)` – element ID that is returned in the client’s reply

Example: Post Answers by `clientId`

Curl Example

$ curl 'http: //localhost:8080/api/v1/chatbot' -i -X POST \
-H 'Content-Type: application/json' \
-H 'Authorization: Bearer <token>' \
-d '{
    "segmentationInfo": {
        "key": "value"
    },
    "clientId": "1",
    "threadsClientId": 1,
    "receivedAt": "2022-05-18T08:45:07.291Z",
    "text": "testPostAnswersByClientId",
    "attachments": [
        {
            "url": "http://test...",
            "name": "testImage.png",
            "type": "image/jpeg",
            "size": 256,
            "contentType": null
        }
    ],
    "settings": {
        "blockInput": false,
        "masked": true
    },
    "code": "SWITCH_TO_HUMAN",
    "answerId": "externalAnswerId"
}'

HTTP Request

POST /api/v1/chatbot HTTP/1.1
Content-Type: application/json
Authorization: Bearer <token>
Content-Length: 474
Host: localhost: 8080
{
    "segmentationInfo": {
        "key": "value"
    },
    "clientId": "1",
    "threadsClientId": 1,
    "receivedAt": "2022-05-18T08:45:07.291Z",
    "text": "testPostAnswersByClientId",
    "attachments": [
        {
            "url": "http://test...",
            "name": "testImage.png",
            "type": "image/jpeg",
            "size": 256,
            "contentType": null
        }
    ],
    "settings": {
        "blockInput": false,
        "masked": true
    },
    "code": "SWITCH_TO_HUMAN",
    "answerId": "externalAnswerId"
}

Example of a Successful HTTP Response

HTTP/1.1 200 OK

Example: Post Answers by `questionId`

Curl Example

$ curl 'http: //localhost:8080/api/v1/chatbot' -i -X POST \
-H 'Content-Type: application/json' \
-H 'Authorization: Bearer <token>' \
-d '{
    "segmentationInfo": {
        "key": "value"
    },
    "questionId": 43,
    "receivedAt": "2022-05-18T08:45:07.606Z",
    "text": "testPostAnswersByClientId",
    "attachments": [
        {
            "url": "http://test...",
            "name": "testImage.png",
            "type": "image/jpeg",
            "size": 256,
            "contentType": null
        }
    ],
    "settings": {
        "blockInput": true,
        "masked": false
    },
    "code": "SWITCH_TO_HUMAN",
    "answerId": "externalAnswerId"
}'

HTTP Request

POST /api/v1/chatbot HTTP/1.1
Content-Type: application/json
Authorization: Bearer <token>
Content-Length: 450
Host: localhost: 8080
{
    "segmentationInfo": {
        "key": "value"
    },
    "questionId": 43,
    "receivedAt": "2022-05-18T08:45:07.606Z",
    "text": "testPostAnswersByClientId",
    "attachments": [
        {
            "url": "http://test...",
            "name": "testImage.png",
            "type": "image/jpeg",
            "size": 256,
            "contentType": null
        }
    ],
    "settings": {
        "blockInput": true,
        "masked": false
    },
    "code": "SWITCH_TO_HUMAN",
    "answerId": "externalAnswerId"
}

Example of a Successful HTTP Response

HTTP/1.1 200 OK

Example: Post Answers by `sessionId` and `questionIndex`

Curl Example

$ curl 'http: //localhost:8080/api/v1/chatbot' -i -X POST \
-H 'Content-Type: application/json' \
-H 'Authorization: Bearer <token>' \
-d '{
    "segmentationInfo": {},
    "sessionId": "1",
    "questionIndex": 3,
    "receivedAt": "2022-05-18T08:45:07.656Z",
    "text": "testPostAnswersByClientId",
    "attachments": [
        {
            "url": "http://test...",
            "name": "testImage.png",
            "type": "image/jpeg",
            "size": 256,
            "contentType": null
        }
    ],
    "code": "SWITCH_TO_HUMAN",
    "answerId": "externalAnswerId"
}'

HTTP Request

POST /api/v1/chatbot HTTP/1.1
Content-Type: application/json
Authorization: Bearer <token>
Content-Length: 383
Host: localhost: 8080
{
    "segmentationInfo": {},
    "sessionId": "1",
    "questionIndex": 3,
    "receivedAt": "2022-05-18T08:45:07.656Z",
    "text": "testPostAnswersByClientId",
    "attachments": [
        {
            "url": "http://test...",
            "name": "testImage.png",
            "type": "image/jpeg",
            "size": 256,
            "contentType": null
        }
    ],
    "code": "SWITCH_TO_HUMAN",
    "answerId": "externalAnswerId"
}

Example of a Successful HTTP Response

HTTP/1.1 200 OK

Example: Message with Quick Reply

Curl Example

$ curl 'http: //localhost:8080/api/v1/chatbot' -i -X POST \
-H 'Content-Type: application/json' \
-H 'Authorization: Bearer <token>' \
-d '{
    "segmentationInfo": {},
    "clientId": "1",
    "threadsClientId": 1,
    "receivedAt": "2022-05-18T08:45:07.464Z",
    "quickReplies": [
        {
            "type": "TEXT",
            "text": "quick reply 1",
            "imageUrl": null,
            "url": null,
            "shown_text": null,
            "callback_data": null
            "payload" : null
        },
        {
            "type": "TEXT",
            "text": "quick reply 2",
            "imageUrl": null,
            "url": null,
            "shown_text": null,
            "callback_data": null
            "payload" : null
        }
    ],
    "settings": {
        "blockInput": true,
        "masked": false
    },
    "code": "SUCCESS",
    "answerId": "externalAnswerId"
}'

HTTP Request

POST /api/v1/chatbot HTTP/1.1
Content-Type: application/json
Authorization: Bearer <token>
Content-Length: 570
Host: localhost: 8080
{
    "segmentationInfo": {},
    "clientId": "1",
    "threadsClientId": 1,
    "receivedAt": "2022-05-18T08:45:07.464Z",
    "quickReplies": [
        {
            "type": "TEXT",
            "text": "quick reply 1",
            "imageUrl": null,
            "url": null,
            "shown_text": null,
            "callback_data": null
            "payload" : null
        },
        {
            "type": "TEXT",
            "text": "quick reply 2",
            "imageUrl": null,
            "url": null,
            "shown_text": null,
            "callback_data": null
            "payload" : null
        }
    ],
    "settings": {
        "blockInput": true,
        "masked": false
    },
    "code": "SUCCESS",
    "answerId": "externalAnswerId"
}

Example of a Successful HTTP Response

HTTP/1.1 200 OK

Log in with a single edna account

Request Parameters

Example: Post Answers by clientId

Curl Example

HTTP Request

Example of a Successful HTTP Response

Example: Post Answers by questionId

Curl Example

HTTP Request

Example of a Successful HTTP Response

Example: Post Answers by sessionId and questionIndex

Curl Example

HTTP Request

Example of a Successful HTTP Response

Example: Message with Quick Reply

Curl Example

HTTP Request

Example of a Successful HTTP Response

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Log in with a single
edna account

Example: Post Answers by `clientId`

Example: Post Answers by `questionId`

Example: Post Answers by `sessionId` and `questionIndex`