Cases
Resource Fields
Name | Type | Read-only | Description |
---|---|---|---|
legacy_id | string | ||
subject | string | ||
portal | string | ||
source_channel | Channel |
Channel represents the source from which conversation was originally created. MAIL , HELPCENTER , TWITTER , MESSENGER , FACEBOOK , NOTE
|
|
last_public_channel | Channel |
Channel represents the last public channel used in conversation reply. MAIL , HELPCENTER , TWITTER , FACEBOOK
|
|
requester | User | ||
creator | User | ||
identity | Identity |
TWITTER , FACEBOOK , MAIL , PHONE
|
|
assignee | User | ||
assigned_agent | User | ||
assigned_team | Team | ||
last_assigned_by | User | ||
brand | Brand | ||
status | Status | ||
priority | Priority | ||
type | Type | ||
read_marker | Read marker | ||
sla_version | SLA Version | ||
sla_metrics | SLA Metrics | ||
form | Form | ||
custom_fields | Custom Fields | ||
last_replier | User | ||
last_replier_identity | Identity | ||
last_completed_by | User | ||
last_updated_by | User | ||
last_closed_by | User | ||
state | string |
ACTIVE , SUSPENDED , TRASH
|
|
post_count | integer | ||
has_notes | boolean | ||
pinned_notes_count | integer | ||
has_attachments | boolean | ||
is_merged | boolean | ||
rating | string |
GOOD , BAD
|
|
rating_status | string |
UNOFFERED , OFFERED , RECEIVED
|
|
tags | Tag |
Get all tags on the conversation. This field is optional and is only returned if parameter fields is passed with value +tags . Check here for more info.
|
|
reply_channels | Channel |
Get all available channels to reply on a conversation. This field is optional and is only returned if parameter fields is passed with value +reply_channels . Check here for more info.
|
|
last_post_status | string |
SENT , DELIVERED , REJECTED , SEEN Note: last_post_status might be empty where not applicable. |
|
last_post_preview | string | Preview text of last post on this conversation | |
last_post_type | string |
PUBLIC , NOTE
|
|
last_message_preview | string | This field will be removed very soon. Please use last_post_preview for preview text of last post. | |
realtime_channel | string | Subscribe to this channel for realtime updates | |
last_assigned_at | timestamp | ISO-8601 Format | |
last_replied_at | timestamp | ISO-8601 Format | |
last_opened_at | timestamp | ISO-8601 Format | |
last_pending_at | timestamp | ISO-8601 Format | |
last_closed_at | timestamp | ISO-8601 Format | |
last_completed_at | timestamp | ISO-8601 Format | |
last_agent_activity_at | timestamp | ISO-8601 Format | |
last_customer_activity_at | timestamp | ISO-8601 Format | |
last_reply_by_agent_at | timestamp | ISO-8601 Format | |
last_reply_by_requester_at | timestamp | ISO-8601 Format | |
latest_assignee_update | timestamp | ISO-8601 Format | |
agent_updated_at | timestamp | ISO-8601 Format | |
created_at | timestamp | ISO-8601 Format | |
updated_at | timestamp | ISO-8601 Format |
SLA Version
Name | Type | Read-only | Description |
---|---|---|---|
id | integer | ||
title | string | ||
description | string | ||
filters | json | ||
metrics | json | Metrics defined with the SLA Version | |
created_at | ISO-8601 Format |
SLA Metric
Name | Type | Read-only | Description |
---|---|---|---|
metric_type | string | FIRST_REPLY_TIME , NEXT_REPLY_TIME , RESOLUTION_TIME |
|
stage | string | ACTIVE , PAUSED , COMPLETED |
|
is_breached | boolean | ||
due_at | ISO-8601 Format | ||
started_at | ISO-8601 Format | ||
completed_at | ISO-8601 Format | ||
last_paused_at | ISO-8601 Format | ||
target | Target |
Read marker
Name | Type | Read-only | Description |
---|---|---|---|
id | integer | ||
last_read_post_id | integer | ||
last_read_at | timestamp | ISO-8601 Format | |
unread_count | integer |
Metadata
Version | 1.0 |
Last Updated | January 13, 2017 |
Actions
Retrieve all cases
GET /api/v1/cases.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Ordered by | updated_at (descending) |
Arguments
Name | Type | Mandatory | Description |
---|---|---|---|
identity_type | string | EMAIL , FACEBOOK , TWITTER , PHONE |
|
identity_value | string | Mandatory if identity_type is specified. Should be set as - email if identity_type EMAIL ,username if identity_type FACEBOOK ,screenname if identity_type TWITTER ,phone number if identity_type PHONE |
|
tags | string | Filter conversations based on comma separated tags | |
status | string | NEW , OPEN , PENDING , COMPLETED , CLOSED , CUSTOM This argument supports usage of comma separated values |
|
priority | integer | Include all conversations having priority level less than or equal to provided level | |
start_time | timestamp | ISO-8601 Format |
OR
Name | Type | Mandatory | Description |
---|---|---|---|
ids | string | For retrieving conversations by ids, pass comma separated ids |
OR
Name | Type | Mandatory | Description |
---|---|---|---|
legacy_ids | string | The comma separated legacy ids |
Response
{
"status": 200,
"data": [
{
"id": 1,
"legacy_id": "YAK-923-46434",
"subject": "Atmosphere Coffee, Inc annual maintenance",
"portal": "API",
"source_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"last_public_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"requester":
{
"id": 2,
"resource_type": "user"
}
,
"creator":
{
"id": 1,
"resource_type": "user"
}
,
"identity": {
"id": 1,
"resource_type": "identity_email"
},
"assigned_agent":
{
"id": 1,
"resource_type": "user"
}
,
"assigned_team": {
"id": 1,
"legacy_id": null,
"resource_type": "team"
},
"last_assigned_by":
{
"id": 1,
"resource_type": "user"
}
,
"brand": {
"id": 1,
"resource_type": "brand"
}
,
"status": {
"id": 1,
"resource_type": "case_status"
},
"priority": {
"id": 3,
"resource_type": "case_priority"
},
"type": {
"id": 1,
"resource_type": "case_type"
}
,
"read_marker": {
"id": 1,
"resource_type": "read_marker"
},
"sla_version": {
"id": 1,
"resource_type": "sla_version"
},
"sla_metrics": [
{
"id": 1,
"resource_type": "sla_metric"
},
{
"id": 2,
"resource_type": "sla_metric"
},
{
"id": 3,
"resource_type": "sla_metric"
}
],
"form": {
"id": 1,
"resource_type": "case_form"
}
,
"custom_fields": [
{
"field": {
"id": 1,
"resource_type": "case_field"
},
"value": "3",
"resource_type": "case_field_value"
}
],
"last_replier":
{
"id": 1,
"resource_type": "user"
}
,
"last_replier_identity": {
"id": 1,
"resource_type": "identity_email"
},
"last_completed_by": null,
"last_updated_by": null,
"last_closed_by": null,
"state": "ACTIVE",
"post_count": 2,
"has_notes": false,
"pinned_notes_count": 0,
"has_attachments": false,
"is_merged": false,
"rating": null,
"rating_status": "UNOFFERED",
"last_post_status": "SEEN",
"last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"last_post_type": "PUBLIC",
"last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
"last_assigned_at": "2015-07-30T06:45:25+05:00",
"last_replied_at": "2015-07-27T11:35:09+05:00",
"last_opened_at": null,
"last_pending_at": null,
"last_closed_at": null,
"last_completed_at": null,
"last_agent_activity_at": null,
"last_customer_activity_at": "2015-07-30T06:45:25+05:00",
"last_reply_by_agent_at": null,
"last_reply_by_requester_at": null,
"agent_updated_at": null,
"latest_assignee_update": null,
"created_at": "2015-07-30T06:45:25+05:00",
"updated_at": "2015-07-30T06:45:25+05:00",
"resource_type": "case"
,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"
}
],
"resource": "case",
"offset": 0,
"limit": 10,
"total_count": 1
}
Retrieve organization conversations
GET /api/v1/organizations/:id/cases.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Ordered by | updated_at (descending) |
Request Parameters
Name | Type | Mandatory | Description |
---|---|---|---|
status | string | NEW , OPEN , PENDING , COMPLETED , CLOSED , CUSTOM This argument supports usage of comma separated values |
|
priority | integer | Include all conversations having priority level less than or equal to provided level |
Response
{
"status": 200,
"data": [
{
"id": 1,
"legacy_id": "YAK-923-46434",
"subject": "Atmosphere Coffee, Inc annual maintenance",
"portal": "API",
"source_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"last_public_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"requester":
{
"id": 2,
"resource_type": "user"
}
,
"creator":
{
"id": 1,
"resource_type": "user"
}
,
"identity": {
"id": 1,
"resource_type": "identity_email"
},
"assigned_agent":
{
"id": 1,
"resource_type": "user"
}
,
"assigned_team": {
"id": 1,
"legacy_id": null,
"resource_type": "team"
},
"last_assigned_by":
{
"id": 1,
"resource_type": "user"
}
,
"brand": {
"id": 1,
"resource_type": "brand"
}
,
"status": {
"id": 1,
"resource_type": "case_status"
},
"priority": {
"id": 3,
"resource_type": "case_priority"
},
"type": {
"id": 1,
"resource_type": "case_type"
}
,
"read_marker": {
"id": 1,
"resource_type": "read_marker"
},
"sla_version": {
"id": 1,
"resource_type": "sla_version"
},
"sla_metrics": [
{
"id": 1,
"resource_type": "sla_metric"
},
{
"id": 2,
"resource_type": "sla_metric"
},
{
"id": 3,
"resource_type": "sla_metric"
}
],
"form": {
"id": 1,
"resource_type": "case_form"
}
,
"custom_fields": [
{
"field": {
"id": 1,
"resource_type": "case_field"
},
"value": "3",
"resource_type": "case_field_value"
}
],
"last_replier":
{
"id": 1,
"resource_type": "user"
}
,
"last_replier_identity": {
"id": 1,
"resource_type": "identity_email"
},
"last_completed_by": null,
"last_updated_by": null,
"last_closed_by": null,
"state": "ACTIVE",
"post_count": 2,
"has_notes": false,
"pinned_notes_count": 0,
"has_attachments": false,
"is_merged": false,
"rating": null,
"rating_status": "UNOFFERED",
"last_post_status": "SEEN",
"last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"last_post_type": "PUBLIC",
"last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
"last_assigned_at": "2015-07-30T06:45:25+05:00",
"last_replied_at": "2015-07-27T11:35:09+05:00",
"last_opened_at": null,
"last_pending_at": null,
"last_closed_at": null,
"last_completed_at": null,
"last_agent_activity_at": null,
"last_customer_activity_at": "2015-07-30T06:45:25+05:00",
"last_reply_by_agent_at": null,
"last_reply_by_requester_at": null,
"agent_updated_at": null,
"latest_assignee_update": null,
"created_at": "2015-07-30T06:45:25+05:00",
"updated_at": "2015-07-30T06:45:25+05:00",
"resource_type": "case"
,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"
}
],
"resource": "case",
"offset": 0,
"limit": 10,
"total_count": 1
}
Retrieve a conversation
GET /api/v1/cases/:id.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Response
{
"status": 200,
"data": {
"id": 1,
"legacy_id": "YAK-923-46434",
"subject": "Atmosphere Coffee, Inc annual maintenance",
"portal": "API",
"source_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"last_public_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"requester":
{
"id": 2,
"resource_type": "user"
}
,
"creator":
{
"id": 1,
"resource_type": "user"
}
,
"identity": {
"id": 1,
"resource_type": "identity_email"
},
"assigned_agent":
{
"id": 1,
"resource_type": "user"
}
,
"assigned_team": {
"id": 1,
"legacy_id": null,
"resource_type": "team"
},
"last_assigned_by":
{
"id": 1,
"resource_type": "user"
}
,
"brand": {
"id": 1,
"resource_type": "brand"
}
,
"status": {
"id": 1,
"resource_type": "case_status"
},
"priority": {
"id": 3,
"resource_type": "case_priority"
},
"type": {
"id": 1,
"resource_type": "case_type"
}
,
"read_marker": {
"id": 1,
"resource_type": "read_marker"
},
"sla_version": {
"id": 1,
"resource_type": "sla_version"
},
"sla_metrics": [
{
"id": 1,
"resource_type": "sla_metric"
},
{
"id": 2,
"resource_type": "sla_metric"
},
{
"id": 3,
"resource_type": "sla_metric"
}
],
"form": {
"id": 1,
"resource_type": "case_form"
}
,
"custom_fields": [
{
"field": {
"id": 1,
"resource_type": "case_field"
},
"value": "3",
"resource_type": "case_field_value"
}
],
"last_replier":
{
"id": 1,
"resource_type": "user"
}
,
"last_replier_identity": {
"id": 1,
"resource_type": "identity_email"
},
"last_completed_by": null,
"last_updated_by": null,
"last_closed_by": null,
"state": "ACTIVE",
"post_count": 2,
"has_notes": false,
"pinned_notes_count": 0,
"has_attachments": false,
"is_merged": false,
"rating": null,
"rating_status": "UNOFFERED",
"last_post_status": "SEEN",
"last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"last_post_type": "PUBLIC",
"last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
"last_assigned_at": "2015-07-30T06:45:25+05:00",
"last_replied_at": "2015-07-27T11:35:09+05:00",
"last_opened_at": null,
"last_pending_at": null,
"last_closed_at": null,
"last_completed_at": null,
"last_agent_activity_at": null,
"last_customer_activity_at": "2015-07-30T06:45:25+05:00",
"last_reply_by_agent_at": null,
"last_reply_by_requester_at": null,
"agent_updated_at": null,
"latest_assignee_update": null,
"created_at": "2015-07-30T06:45:25+05:00",
"updated_at": "2015-07-30T06:45:25+05:00",
"resource_type": "case"
,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"
}
,
"resource": "case"
}
Channels
RESOURCE FIELDS
Name | Type | Read-only | Description |
---|---|---|---|
uuid | string | ||
type | string | HELPCENTER , MAIL , FACEBOOK , TWITTER , MESSENGER , NOTE |
|
character_limit | integer | ||
account | Resource |
Retrieve for new conversation
GET /api/v1/cases/channels.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Arguments
Name | Type | Mandatory | Description |
---|---|---|---|
user_id | integer | Conversation requester id |
Response
{
"status": 200,
"data": [
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "MAIL",
"character_limit":
null,
"account":
{
"id": 1,
"resource_type": "mailbox"
}
,
"resource_type": "channel"
},
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "FACEBOOK",
"character_limit":
null,
"account":
{
"id": "876423285750729",
"resource_type": "facebook_page"
}
,
"resource_type": "channel"
},
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "TWITTER",
"character_limit":
127,
"account":
{
"id": "3155953718",
"resource_type": "twitter_account"
},
"resource_type": "channel"
},
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "NOTE",
"character_limit":
null,
"account":
null,
"resource_type": "channel"
}
],
"resource": "channel",
"total_count": 4
}
Retrieve for a reply
GET /api/v1/cases/:id/reply/channels.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Response
{
"status": 200,
"data": [
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "MAIL",
"character_limit":
null,
"account":
{
"id": 1,
"resource_type": "mailbox"
}
,
"resource_type": "channel"
},
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "TWITTER",
"character_limit":
127,
"account":
{
"id": "3155953718",
"resource_type": "twitter_account"
},
"resource_type": "channel"
},
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "NOTE",
"character_limit":
null,
"account":
null,
"resource_type": "channel"
}
],
"resource": "channel",
"total_count": 3
}
Retrieve used in conversation
GET /api/v1/cases/:id/channels.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Response
{
"status": 200,
"data": [
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "MAIL",
"character_limit":
null,
"account":
{
"id": 1,
"resource_type": "mailbox"
}
,
"resource_type": "channel"
},
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "FACEBOOK",
"character_limit":
null,
"account":
{
"id": "876423285750729",
"resource_type": "facebook_page"
}
,
"resource_type": "channel"
},
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "TWITTER",
"character_limit":
127,
"account":
{
"id": "3155953718",
"resource_type": "twitter_account"
},
"resource_type": "channel"
},
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "NOTE",
"character_limit":
null,
"account":
null,
"resource_type": "channel"
},
{
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"type": "HELPCENTER",
"character_limit":
null,
"account":
null,
"resource_type": "channel"
}
],
"resource": "channel",
"total_count": 5
}
Add a conversation
POST /api/v1/cases.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Parameters
Name | Type | Mandatory | Description |
---|---|---|---|
subject | string | ||
contents | string | ||
legacy_id | string | ||
requester_id | integer | ||
channel | string | MAIL , TWITTER , FACEBOOK , NOTE |
|
channel_id | integer | Not required for channel NOTE |
|
channel_options | string | MAIL: Allowed options are cc and html cc: comma separated email addresses html: if set to true then system will parse the contents through the purify service and render them Example: {"cc":"ben.pigford@brewfictus.com,bekki.park@brewfictus.com", "html":true} TWITTER: Allowed options is type type: allowed values are REPLY , DM , REPLY_WITH_PROMPT Default: REPLY Note: for type REPLY_WITH_PROMPT please enable Receive Direct Messages from Anyone setting for Twitter account Example: {"type":"REPLY_WITH_PROMPT"} NOTE: Allowed option is html html: if set to true then system will parse the contents through the purify service and render them Example: {"html":true} |
|
priority_id | integer | ||
type_id | integer | ||
assigned_team_id | integer | ||
assigned_agent_id | integer | ||
status_id | integer | ||
form_id | integer | ||
field_values | array | This operation will add field values with requested field keys. Format: field_values[field_key] = field_value field_values[field_key] = field_value For Options: CSV options are accepted for multi-select |
|
tags | string | Comma separated tags | |
attachment | multipart/form-data | ||
attachment_file_ids | CSV | ||
client_id | string | If provided, this value will be returned in the Posts resource. Used to identify messages reflected back from the server. |
Request
curl -X POST https://brewfictus.kayako.com/api/v1/cases \
-d '{"subject":"My coffee machine is not working","contents":"Hey! I am facing issue from last week kindly look into it on priority","channel":"MAIL","channel_id":"1","requester_id":"2","priority_id":"3","type_id":"1"}' \
-H "Content-Type: application/json" \
-u 'jordan.mitchell@brewfictus.com:jmit6#lsXo'
Response
{
"status": 201,
"data": {
"id": 1,
"legacy_id": "YAK-923-46434",
"subject": "Atmosphere Coffee, Inc annual maintenance",
"portal": "API",
"source_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"last_public_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"requester":
{
"id": 2,
"resource_type": "user"
}
,
"creator":
{
"id": 1,
"resource_type": "user"
}
,
"identity": {
"id": 1,
"resource_type": "identity_email"
},
"assigned_agent":
{
"id": 1,
"resource_type": "user"
}
,
"assigned_team": {
"id": 1,
"legacy_id": null,
"resource_type": "team"
},
"last_assigned_by":
{
"id": 1,
"resource_type": "user"
}
,
"brand": {
"id": 1,
"resource_type": "brand"
}
,
"status": {
"id": 1,
"resource_type": "case_status"
},
"priority": {
"id": 3,
"resource_type": "case_priority"
},
"type": {
"id": 1,
"resource_type": "case_type"
}
,
"read_marker": {
"id": 1,
"resource_type": "read_marker"
},
"sla_version": {
"id": 1,
"resource_type": "sla_version"
},
"sla_metrics": [
{
"id": 1,
"resource_type": "sla_metric"
},
{
"id": 2,
"resource_type": "sla_metric"
},
{
"id": 3,
"resource_type": "sla_metric"
}
],
"form": {
"id": 1,
"resource_type": "case_form"
}
,
"custom_fields": [
{
"field": {
"id": 1,
"resource_type": "case_field"
},
"value": "3",
"resource_type": "case_field_value"
}
],
"last_replier":
{
"id": 1,
"resource_type": "user"
}
,
"last_replier_identity": {
"id": 1,
"resource_type": "identity_email"
},
"last_completed_by": null,
"last_updated_by": null,
"last_closed_by": null,
"state": "ACTIVE",
"post_count": 2,
"has_notes": false,
"pinned_notes_count": 0,
"has_attachments": false,
"is_merged": false,
"rating": null,
"rating_status": "UNOFFERED",
"last_post_status": "SEEN",
"last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"last_post_type": "PUBLIC",
"last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
"last_assigned_at": "2015-07-30T06:45:25+05:00",
"last_replied_at": "2015-07-27T11:35:09+05:00",
"last_opened_at": null,
"last_pending_at": null,
"last_closed_at": null,
"last_completed_at": null,
"last_agent_activity_at": null,
"last_customer_activity_at": "2015-07-30T06:45:25+05:00",
"last_reply_by_agent_at": null,
"last_reply_by_requester_at": null,
"agent_updated_at": null,
"latest_assignee_update": null,
"created_at": "2015-07-30T06:45:25+05:00",
"updated_at": "2015-07-30T06:45:25+05:00",
"resource_type": "case"
,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"
}
,
"resource": "case"
}
Bulk add cases
POST /api/v1/bulk/cases.jsonInformation
Allowed for | Agents, Admins & Owners |
Scope | conversations |
You can insert a maximum of 200 cases at a time
Parameters
Name | Type | Mandatory | Description |
---|---|---|---|
cases | array | Array of cases to be inserted |
Case
Name | Type | Mandatory | Description |
---|---|---|---|
subject | string | ||
contents | string | ||
legacy_id | string | ||
requester_id | integer | ||
channel | string | MAIL , NOTE |
|
channel_id | integer | Not required for channel NOTE |
|
channel_options | string | MAIL: Allowed options are cc and html cc: comma separated email addresses html: if set to true then system will parse the contents through the purify service and render them Example: {"cc":"ben.pigford@brewfictus.com,bekki.park@brewfictus.com", "html":true} TWITTER: Allowed options is type type: allowed values are REPLY , DM , REPLY_WITH_PROMPT Default: REPLY Note: for type REPLY_WITH_PROMPT please enable Receive Direct Messages from Anyone setting for Twitter account Example: {"type":"REPLY_WITH_PROMPT"} NOTE: Allowed option is html html: if set to true then system will parse the contents through the purify service and render them Example: {"html":true} |
|
priority_id | integer | ||
type_id | integer | ||
assigned_team_id | integer | ||
assigned_agent_id | integer | ||
status_id | integer | ||
form_id | integer | ||
field_values | array | This operation will add field values with requested field keys. Format: field_values[field_key] = field_value field_values[field_key] = field_value For Options: CSV options are accepted for multi-select |
|
tags | string | Comma separated tags | |
attachment_file_ids | CSV | ||
posts | Array of case posts to be inserted | ||
client_id | string | If provided, this value will be returned in the Posts resource. Used to identify messages reflected back from the server. | |
created_at | string | Timestamp in format YYYY-MM-DDThh:mm:ssTZD |
|
updated_at | string | Timestamp in format YYYY-MM-DDThh:mm:ssTZD |
Post
Name | Type | Mandatory | Description |
---|---|---|---|
contents | string | ||
channel | string | ||
channel | string | MAIL , NOTE |
|
channel_id | integer | Not required for channel NOTE |
|
channel_options | string | MAIL: Allowed options are cc and html cc: comma separated email addresses html: if set to true then system will parse the contents through the purify service and render them Example: {"cc":"ben.pigford@brewfictus.com,bekki.park@brewfictus.com", "html":true} TWITTER: Allowed options is type type: allowed values are REPLY , DM , REPLY_WITH_PROMPT Default: REPLY Note: for type REPLY_WITH_PROMPT please enable Receive Direct Messages from Anyone setting for Twitter account Example: {"type":"REPLY_WITH_PROMPT"} NOTE: Allowed option is html html: if set to true then system will parse the contents through the purify service and render them Example: {"html":true} |
|
attachment_file_ids | CSV | ||
created_at | string | Timestamp in format YYYY-MM-DDThh:mm:ssTZD |
|
updated_at | string | Timestamp in format YYYY-MM-DDThh:mm:ssTZD |
Arguments
Name | Type | Mandatory | Description |
---|---|---|---|
partial_import | boolean | By default, even if a single record is invalid, the entire batch is dropped. However, if this parameter is set to true , all the records with no validation errors will be inserted while the invalid records will be returned back. |
Request
curl -X POST https://brewfictus.kayako.com/api/v1/bulk/cases \
-d '{"cases": [{"subject": "Sample Test 1", "creator_id": 1, "contents": "Sample Content", "requester_id": 1, "channel": "MAIL", "channel_id": 1, "legacy_id": "example_5", "posts": [{"creator_id": 1, "contents": "Sample Post", "channel": "MAIL", "channel_id": 1}]}]}' \
-H "Content-Type: application/json"
Response
{
"status": 202,
"data": {
"id": 1,
"status": "PENDING",
"created_at": "2015-07-30T06:45:25+05:00",
"updated_at": "2015-07-30T06:45:25+05:00",
"resource_type": "bulk_job",
"resource_url": "https://brewfictus.kayako.com/api/v1/jobs/1"
}
,
"resource": "job"
}
Update a conversation
PUT /api/v1/cases/:id.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Parameters
Name | Type | Mandatory | Description |
---|---|---|---|
subject | string | ||
requester_id | integer | ||
assigned_team_id | integer | ||
brand_id | integer | ||
assigned_agent_id | integer | ||
status_id | integer | ||
priority_id | integer | ||
type_id | integer | ||
form_id | integer | ||
state | string | TRASH |
|
field_values | array | This operation will add or update existing field values with requested field keys. Format: field_values[field_key] = field_value field_values[field_key] = field_value For Options: CSV options are accepted for multi-select WARNING: All options must be passed. The options which are not passed will be removed. |
|
tags | string | Comma separated tags |
Response
{
"status": 200,
"data": {
"id": 1,
"legacy_id": "YAK-923-46434",
"subject": "Atmosphere Coffee, Inc annual maintenance",
"portal": "API",
"source_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"last_public_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"requester":
{
"id": 2,
"resource_type": "user"
}
,
"creator":
{
"id": 1,
"resource_type": "user"
}
,
"identity": {
"id": 1,
"resource_type": "identity_email"
},
"assigned_agent":
{
"id": 1,
"resource_type": "user"
}
,
"assigned_team": {
"id": 1,
"legacy_id": null,
"resource_type": "team"
},
"last_assigned_by":
{
"id": 1,
"resource_type": "user"
}
,
"brand": {
"id": 1,
"resource_type": "brand"
}
,
"status": {
"id": 1,
"resource_type": "case_status"
},
"priority": {
"id": 3,
"resource_type": "case_priority"
},
"type": {
"id": 1,
"resource_type": "case_type"
}
,
"read_marker": {
"id": 1,
"resource_type": "read_marker"
},
"sla_version": {
"id": 1,
"resource_type": "sla_version"
},
"sla_metrics": [
{
"id": 1,
"resource_type": "sla_metric"
},
{
"id": 2,
"resource_type": "sla_metric"
},
{
"id": 3,
"resource_type": "sla_metric"
}
],
"form": {
"id": 1,
"resource_type": "case_form"
}
,
"custom_fields": [
{
"field": {
"id": 1,
"resource_type": "case_field"
},
"value": "3",
"resource_type": "case_field_value"
}
],
"last_replier":
{
"id": 1,
"resource_type": "user"
}
,
"last_replier_identity": {
"id": 1,
"resource_type": "identity_email"
},
"last_completed_by": null,
"last_updated_by": null,
"last_closed_by": null,
"state": "ACTIVE",
"post_count": 2,
"has_notes": false,
"pinned_notes_count": 0,
"has_attachments": false,
"is_merged": false,
"rating": null,
"rating_status": "UNOFFERED",
"last_post_status": "SEEN",
"last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"last_post_type": "PUBLIC",
"last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
"last_assigned_at": "2015-07-30T06:45:25+05:00",
"last_replied_at": "2015-07-27T11:35:09+05:00",
"last_opened_at": null,
"last_pending_at": null,
"last_closed_at": null,
"last_completed_at": null,
"last_agent_activity_at": null,
"last_customer_activity_at": "2015-07-30T06:45:25+05:00",
"last_reply_by_agent_at": null,
"last_reply_by_requester_at": null,
"agent_updated_at": null,
"latest_assignee_update": null,
"created_at": "2015-07-30T06:45:25+05:00",
"updated_at": "2015-07-30T06:45:25+05:00",
"resource_type": "case"
,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"
}
,
"resource": "case"
}
Bulk update conversation
PUT /api/v1/cases.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Arguments
Name | Type | Mandatory | Description |
---|---|---|---|
ids | string | The comma separated ids |
Parameters
Name | Type | Mandatory | Description |
---|---|---|---|
requester_id | integer | ||
assigned_team_id | integer | ||
assigned_agent_id | integer | ||
status_id | integer | ||
priority_id | integer | ||
type_id | integer | ||
state | string | TRASH |
|
reply | string | ||
notes | string | ||
tags | string | The comma separated tags applied to these conversations |
Response
{
"status": 200,
"total_count": 2
}
Mark conversation as trash
PUT /api/v1/cases/:id/trash.jsonInformation
Allowed for | Agents, Admins & Owners |
Scope | conversations |
Response
{
"status": 200,
"data": {
"id": 1,
"legacy_id": "YAK-923-46434",
"subject": "Atmosphere Coffee, Inc annual maintenance",
"portal": "API",
"source_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"last_public_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"requester":
{
"id": 2,
"resource_type": "user"
}
,
"creator":
{
"id": 1,
"resource_type": "user"
}
,
"identity": {
"id": 1,
"resource_type": "identity_email"
},
"assigned_agent":
{
"id": 1,
"resource_type": "user"
}
,
"assigned_team": {
"id": 1,
"legacy_id": null,
"resource_type": "team"
},
"last_assigned_by":
{
"id": 1,
"resource_type": "user"
}
,
"brand": {
"id": 1,
"resource_type": "brand"
}
,
"status": {
"id": 1,
"resource_type": "case_status"
},
"priority": {
"id": 3,
"resource_type": "case_priority"
},
"type": {
"id": 1,
"resource_type": "case_type"
}
,
"read_marker": {
"id": 1,
"resource_type": "read_marker"
},
"sla_version": {
"id": 1,
"resource_type": "sla_version"
},
"sla_metrics": [
{
"id": 1,
"resource_type": "sla_metric"
},
{
"id": 2,
"resource_type": "sla_metric"
},
{
"id": 3,
"resource_type": "sla_metric"
}
],
"form": {
"id": 1,
"resource_type": "case_form"
}
,
"custom_fields": [
{
"field": {
"id": 1,
"resource_type": "case_field"
},
"value": "3",
"resource_type": "case_field_value"
}
],
"last_replier":
{
"id": 1,
"resource_type": "user"
}
,
"last_replier_identity": {
"id": 1,
"resource_type": "identity_email"
},
"last_completed_by": null,
"last_updated_by": null,
"last_closed_by": null,
"state": "ACTIVE",
"post_count": 2,
"has_notes": false,
"pinned_notes_count": 0,
"has_attachments": false,
"is_merged": false,
"rating": null,
"rating_status": "UNOFFERED",
"last_post_status": "SEEN",
"last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"last_post_type": "PUBLIC",
"last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
"last_assigned_at": "2015-07-30T06:45:25+05:00",
"last_replied_at": "2015-07-27T11:35:09+05:00",
"last_opened_at": null,
"last_pending_at": null,
"last_closed_at": null,
"last_completed_at": null,
"last_agent_activity_at": null,
"last_customer_activity_at": "2015-07-30T06:45:25+05:00",
"last_reply_by_agent_at": null,
"last_reply_by_requester_at": null,
"agent_updated_at": null,
"latest_assignee_update": null,
"created_at": "2015-07-30T06:45:25+05:00",
"updated_at": "2015-07-30T06:45:25+05:00",
"resource_type": "case"
,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"
}
,
"resource": "case"
}
Bulk trash conversations
PUT /api/v1/cases/trash.jsonInformation
Allowed for | Agents, Admins & Owners |
Scope | conversations |
Arguments
Name | Type | Mandatory | Description |
---|---|---|---|
ids | string | The comma separated ids |
Response
{
"status": 200,
"total_count": 1
}
Empty trash
DELETE /api/v1/cases/trash.jsonInformation
Allowed for | Admins & Owners |
Response
{
"status": 200
}
Restore a conversations
PUT /api/v1/cases/:id/restore.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Response
{
"status": 200,
"data": {
"id": 1,
"legacy_id": "YAK-923-46434",
"subject": "Atmosphere Coffee, Inc annual maintenance",
"portal": "API",
"source_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"last_public_channel": {
"uuid": "37e31d9d-cbd4-48a2-9134-1206abefa1b4",
"resource_type": "channel"
},
"requester":
{
"id": 2,
"resource_type": "user"
}
,
"creator":
{
"id": 1,
"resource_type": "user"
}
,
"identity": {
"id": 1,
"resource_type": "identity_email"
},
"assigned_agent":
{
"id": 1,
"resource_type": "user"
}
,
"assigned_team": {
"id": 1,
"legacy_id": null,
"resource_type": "team"
},
"last_assigned_by":
{
"id": 1,
"resource_type": "user"
}
,
"brand": {
"id": 1,
"resource_type": "brand"
}
,
"status": {
"id": 1,
"resource_type": "case_status"
},
"priority": {
"id": 3,
"resource_type": "case_priority"
},
"type": {
"id": 1,
"resource_type": "case_type"
}
,
"read_marker": {
"id": 1,
"resource_type": "read_marker"
},
"sla_version": {
"id": 1,
"resource_type": "sla_version"
},
"sla_metrics": [
{
"id": 1,
"resource_type": "sla_metric"
},
{
"id": 2,
"resource_type": "sla_metric"
},
{
"id": 3,
"resource_type": "sla_metric"
}
],
"form": {
"id": 1,
"resource_type": "case_form"
}
,
"custom_fields": [
{
"field": {
"id": 1,
"resource_type": "case_field"
},
"value": "3",
"resource_type": "case_field_value"
}
],
"last_replier":
{
"id": 1,
"resource_type": "user"
}
,
"last_replier_identity": {
"id": 1,
"resource_type": "identity_email"
},
"last_completed_by": null,
"last_updated_by": null,
"last_closed_by": null,
"state": "ACTIVE",
"post_count": 2,
"has_notes": false,
"pinned_notes_count": 0,
"has_attachments": false,
"is_merged": false,
"rating": null,
"rating_status": "UNOFFERED",
"last_post_status": "SEEN",
"last_post_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"last_post_type": "PUBLIC",
"last_message_preview": "My HubID is 525862. I'm trying to send a notification email to my salespeople when a contact is assigned to them. All of my other salespeople are receiving the emails fine, but for one person they never arrived. We checked in their SPAM folder, but the...",
"realtime_channel": "presence-d6c6a8b31be92885222ee53dde6c99c745c5f4cf77f1bd9dd3519d07fa730c71@v1_cases_1",
"last_assigned_at": "2015-07-30T06:45:25+05:00",
"last_replied_at": "2015-07-27T11:35:09+05:00",
"last_opened_at": null,
"last_pending_at": null,
"last_closed_at": null,
"last_completed_at": null,
"last_agent_activity_at": null,
"last_customer_activity_at": "2015-07-30T06:45:25+05:00",
"last_reply_by_agent_at": null,
"last_reply_by_requester_at": null,
"agent_updated_at": null,
"latest_assignee_update": null,
"created_at": "2015-07-30T06:45:25+05:00",
"updated_at": "2015-07-30T06:45:25+05:00",
"resource_type": "case"
,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/1"
}
,
"resource": "case"
}
Posts
RESOURCE FIELDS
Name | Type | Read-only | Description |
---|---|---|---|
uuid | string | ||
client_id | string | client_id is provided by the client when creating a message. Can be used to identify messages reflected from the server back to the originating entity. This value may be null if not supplied by the client. Since this is only useful for realtime communication, older values might be erased periodically. |
|
subject | string | ||
contents | string | ||
creator | User | Trigger | Monitor | The entity that created this post. For all user actions, this will be a user resource. If triggered by automations, it will be either a monitor or trigger resource. Might be null for actions performed by the system. |
|
identity | Identity | For Trigger & Monitor the Identity would be null |
|
source_channel | Channel | Channel represents the source from which post was originally created. MAIL , HELPCENTER , TWITTER , MESSENGER , FACEBOOK , NOTE For activities the channel would be null |
|
attachments | Attachments | ||
download_all | string | ||
destination_medium | string | MAIL , MESSENGER Applicable for agent reply via MAIL channel. This value will be null for agent reply via other channels and for customer reply |
|
source | string | API , AGENT , MAIL , MESSENGER , MOBILE , HELPCENTER |
|
metadata | array | Metadata will be in key - value pair | |
original | Resource | ||
post_status | string | SENT , DELIVERED , REJECTED , SEEN Default: SENT |
|
post_status_reject_type | string | BOUNCE , BLOCKED , DROPPED , DEFERRED , EXPIRED , ERROR Note: This field applicable for REJECTED post_status |
|
post_status_reject_reason | string | Reject reason from MTA Note: This field applicable for REJECTED post_status |
|
post_status_updated_at | timestamp | ISO-8601 Format | |
created_at | timestamp | ISO-8601 Format | |
updated_at | timestamp | ISO-8601 Format |
Shadow posts
RESOURCE FIELDS
Name | Type | Read-only | Description |
---|---|---|---|
uuid | string | ||
subject | string | ||
contents | string | ||
creator | User | Original post creator (agent/customer) | |
identity | Identity | Original post creator identity | |
original_post | Resource | ||
created_at | timestamp | ISO-8601 Format |
Attachments
RESOURCE FIELDS
Name | Type | Read-only | Description |
---|---|---|---|
name | string | ||
size | integer | ||
width | integer | Only if the attachment is image | |
height | integer | Only if the attachment is image | |
type | string | Mime-type of the file | |
content_id | string | Content ID used for inline attachment | |
alt | string | ||
url | string | The URL to view the attachment | |
url_download | string | The URL to download the attachment | |
thumbnails | Thumbnails | ||
created_at | timestamp | ISO-8601 Format |
Thumbnails
RESOURCE FIELDS
Name | Type | Read-only | Description |
---|---|---|---|
name | string | ||
size | integer | ||
width | integer | ||
height | integer | ||
type | string | Mime-type of the file | |
url | string | The URL to view the thumbnail | |
created_at | timestamp | ISO-8601 Format |
Email Original
RESOURCE FIELDS
Name | Type | Read-only | Description |
---|---|---|---|
id | integer | ||
subject | string | ||
from | string | ||
to | string | ||
received_at | timestamp | ISO-8601 Format | |
html_content | string | The original html associated with the mail | |
striped_html | string | The html associated with the mail with quoted text striped out | |
source_content | string | Associated headers with the mail |
Retrieve conversation posts
GET /api/v1/cases/:id/posts.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Ordered by | id (descending) |
Arguments
Name | Type | Mandatory | Description |
---|---|---|---|
after_id | integer | ||
before_id | integer | ||
filters | string | Filter posts based on ALL , ACTIVITIES , MESSAGES , NOTES , SHADOW_POSTS , CHAT_MESSAGES , FACEBOOK_POSTS , FACEBOOK_POST_COMMENTS , FACEBOOK_MESSAGES , TWEETS , TWITTER_MESSAGES |
By default posts will be returned without activities. To retrieve posts with activities use
At a time either after_id or before_id is allowed.
ALL
. At a time either after_id or before_id is allowed.
Response
{
"status": 200,
"data": [
{
"id": 1,
"uuid": "0da0b7df-9528-4e76-af3e-b7419c61f400",
"client_id": "93a236f0-edac-4b5a-8747-14140da7d4dc",
"subject": "Customer is using Honey - Blend. So communicate accordingly",
"contents": "Customer is using Honey - Blend. So communicate accordingly",
"creator":
{
"id": 1,
"resource_type": "user"
}
,
"identity": null,
"source_channel": null,
"attachments": [],
"download_all": null,
"destination_medium": "MESSENGER",
"source": "MAIL",
"metadata": {
"user_agent": "Chrome",
"page_url": ""
},
"original":
{
"id": 1,
"resource_type": "case_message"
}
,
"post_status": "SENT",
"post_status_reject_type": null,
"post_status_reject_reason": null,
"post_status_updated_at": "2016-11-08T18:44:27+00:00",
"created_at": "2016-02-17T08:20:18+05:00",
"updated_at": "2016-02-17T08:20:18+05:00",
"resource_type": "post"
,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/posts/1"
}
],
"resource": "post",
"limit": 10,
"total_count": 1
}
Retrieve a post
GET /api/v1/cases/posts/:id.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Response
{
"status": 200,
"data": {
"id": 1,
"uuid": "0da0b7df-9528-4e76-af3e-b7419c61f400",
"client_id": "93a236f0-edac-4b5a-8747-14140da7d4dc",
"subject": "Customer is using Honey - Blend. So communicate accordingly",
"contents": "Customer is using Honey - Blend. So communicate accordingly",
"creator":
{
"id": 1,
"resource_type": "user"
}
,
"identity": null,
"source_channel": null,
"attachments": [],
"download_all": null,
"destination_medium": "MESSENGER",
"source": "MAIL",
"metadata": {
"user_agent": "Chrome",
"page_url": ""
},
"original":
{
"id": 1,
"resource_type": "case_message"
}
,
"post_status": "SENT",
"post_status_reject_type": null,
"post_status_reject_reason": null,
"post_status_updated_at": "2016-11-08T18:44:27+00:00",
"created_at": "2016-02-17T08:20:18+05:00",
"updated_at": "2016-02-17T08:20:18+05:00",
"resource_type": "post"
,"resource_url": "https://brewfictus.kayako.com/api/v1/cases/posts/1"
}
,
"resource": "post"
}
Retrieve a original email
GET /api/v1/cases/posts/:id/email_original.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Response
{
"status": 200,
"data": {
"id": 24,
"subject": "Re: Is there some one technical in your team who can handle reports for us?",
"from": "hari@gmail.com",
"to": "support@brewfictus.kayako.com",
"received_at": "2017-08-08T06:40:33+00:00",
"html_content": "Hello,\n\nI upgraded to the newest version this morning.\n\nThanks\nHari",
"striped_html": "Hello,\n\nI upgraded to the newest version this morning.\n\nThanks\nHari",
"source_content": "Delivered-To: support@brewfictus.kayako.com\nDate: Wed, 16 Dec 2015 22:00:13 +0000\nSubject: Kayako - Chat on 2015-12-17 02:18:45\nFrom: Hari <hari@gmail.com>\nTo: support@brewfictus.kayako.com\nMIME-Version: 1.0\nContent-Type: multipart/alternative;\n boundary=\"_=_swift_v4_1450303213_8cc9a108eb7008f9afeafed16c9e987b_=_\"\nX-SG-EID: QILBy6GWm4BJit8k8tqyKKnbZzKy3W8FXuMDHZmezhLfBmYKZjxEhQb6ngmql36zAn9opbI8/nqkXH\n JRww2O0IomzG4MflpUDGhxNxRKmIkPEErQVp3D2EilfGlXfRIjngvLFh7SYLPUzXPW1g+THqabUTXk\n jQ1BlX3208xIURPP+UDRL6xbifzyjUeJX262S8VdgMZsGOKtGuw6Jff4GTaUJPpzIvbx0H3ngh3gXL\n o=",
"resource_type": "email_original"
}
,
"resource": "post"
}
Update a Post
PUT /api/v1/cases/posts/:id.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Parameters
Name | Type | Mandatory | Description |
---|---|---|---|
post_status | string | Allowed values are DELIVERED , SEEN When a post is marked as SEEN , all preceding posts are also set as SEEN . Therefore, to update the post_status of all visible posts, perform a single request using the last visible post's id. |
Response
{
"status": 200
}
Add a reply
POST /api/v1/cases/:id/reply.jsonInformation
Allowed for | Collaborators, Agents, Admins & Owners |
Scope | conversations |
Parameters
Name | Type | Mandatory | Description |
---|---|---|---|
contents | string | ||
channel | string | MAIL , TWITTER , FACEBOOK , NOTE |
|
channel_id | integer | Not required for channel NOTE |
|
channel_options | string | MAIL: Allowed options are cc cc: comma separated email addresses Example: {"cc":"ben.pigford@brewfictus.com,bekki.park@brewfictus.com"} TWITTER: Allowed options is type type: allowed values are REPLY , DM , REPLY_WITH_PROMPT Default: REPLY Note: for type REPLY_WITH_PROMPT please enable Receive Direct Messages from Anyone setting for Twitter account Example: {"type":"REPLY_WITH_PROMPT"} NOTE: Allowed option is html html: if set to true then system will parse the contents through the purify service and render them Example: {"html":true} |
|
subject | string | Change the subject of the conversation | |
requester_id | integer | ||
status_id | integer | ||
priority_id | integer | ||
type_id | integer | ||
assigned_team_id | integer | ||
assigned_agent_id | integer | ||
tags | string | The comma separated tags | |
form_id | integer | ||
source | string | MAIL , MESSENGER , AGENT , API , MOBILE |
|
metadata | array | We accept the metadata in key - value pair Example: {"user_agent":"Chrome"} Note: Currently we only support user_agent , can be used to set user-friendly names like Chrome, Firefox etc |
|
field_values | array | This operation will add or update existing field values with requested field keys. Format: field_values[field_key] = field_value field_values[field_key] = field_value For Options: CSV options are accepted for multi-select WARNING: All options must be passed. The options which are not passed will be removed. |
|
attachment | multipart/form-data | ||
attachment_file_ids | string | Comma-separated list of file IDs. Files can be uploaded via the Add a file endpoint | |
client_id | string | If provided, this value will be returned in the Posts resource. Used to identify messages reflected back from the server. |
Response
{
"status": 201,
"data": {
"posts": [
{
"id": 1,
"resource_type": "post"
}
],
"case": {
"id": 1,
"resource_type": "case"
}
,
"resource_type": "case_reply"
},
"resource": "case_reply"
}