Live Agent API calls to initiate a Chat- A small demo using Postman tool

• You might have a requirement to implement an API mechanism to initiate a chat and also to end the chat with API only
• As soon as and you ended the chat with API, you may have a requirement to get the details of attached records(nothing but caseId, ContactId) in the subsequent call '/chat/rest/System/Messages' to show in post chat
  
• To achieve this please follow the below steps
• Create a post-chat page and add the page as your chat button post-chat page
• To get attachedRecords after you closed the chat with chatEnd API, you need to make another API call: /chat/rest/System/Messages

Create Session: https://d.la1-c1-hnd.salesforceliveagent.com/chat/rest/System/SessionId

• Request type is GET
• By using the API call you can generate live agent session that can be used in subsequent calls to initiate chat, send messages, pull messages and chat End

Headers you need to set:
X-LIVEAGENT-API-VERSION: 45
X-LIVEAGENT-AFFINITY: null

Response: In the response you will see Key and affinityToken.

Initiate Chat: https://d.la1-c1-hnd.salesforceliveagent.com/chat/rest/Chasitor/ChasitorInit

• Request type is POST
• To initiate the chat via API

Headers you need to set:

1. X-LIVEAGENT-API-VERSION: 45
2. X-LIVEAGENT-SESSION-KEY: “Key from Previous response”
3. X-LIVEAGENT-AFFINITY: “affinityToken from previous Response”
4. X-LIVEAGENT-SEQUENCE: 1

Body- Raw: If you have any requirement to create case and contact via pre-chat form use the below raw body where it contains pre-chat details. If you don’t wants to create contact then make the prechatDetails as blank ( "prechatDetails": [], "prechatEntities": []).

Response: The response will be ‘OK’

To Send New Message: https://d.la1-c1-hnd.salesforceliveagent.com/chat/rest/Chasitor/ChatMessage

• Request type is POST
• By using the API mentioned above you can send message to agent

Headers you need to set:

1. X-LIVEAGENT-API-VERSION: 45
2. X-LIVEAGENT-SESSION-KEY: “Key from Previous response - step-1”
3. X-LIVEAGENT-AFFINITY: “affinityToken from previous Response - - step-1”

Body Raw: {"text" : "Hi, I need help with installing product."}

Response: The response will be ‘OK’

Pull Chat Messages: https://d.la1-c1-hnd.salesforceliveagent.com/chat/rest/System/Messages

• Request type is GET
• By using this API call you will see if the chat is successful or not, messages and Agent info
• When Agent/API close the chat and the response you will see is all the attached records

Headers you need to set:

1. X-LIVEAGENT-API-VERSION: 45
2. X-LIVEAGENT-SESSION-KEY: “Key from Previous response - step-1”
3. X-LIVEAGENT-AFFINITY: “affinityToken from previous Response - - step-1”

Response: Below screen shot was captured after agent ends the chat, so here you can see case details in response

1. While chat is active you can see chat messages when you execute this request
2. If you execute this API call after agent closed the chat, you will see attached records like caseID, contactId as mentioned in below screenshot

3. If you execute this request after the following catEnd request: /chat/rest/Chasitor/ChatEnd, you will not see any attachedRecords in the response. But to get the attached record after chatEnd call, your chat button should have associated post chat page

End the Chat: https://d.la1-c1-hnd.salesforceliveagent.com/chat/rest/Chasitor/ChatEnd

• Request type is POST
• To end the active chat and chat sessions

Headers you need to set:

1. X-LIVEAGENT-API-VERSION: 45
2. X-LIVEAGENT-SESSION-KEY: “Key from Previous response - step-1”
3. X-LIVEAGENT-AFFINITY: “affinityToken from previous Response - - step-1”
4. X-LIVEAGENT-SEQUENCE: 2

Body Raw: {reason: “client”}

Response: The response is just ‘OK’

Source: Salesforce provided KB articles

1. https://help.salesforce.com/articleView?id=000331168&type=1&mode=1
2. https://help.salesforce.com/articleView?id=000340657&type=1&mode=1
3. https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_ChatEnd.htm

• As per the article 3 as soon as chatEnd API request is out, it should have the response with attachedrecords like CaseId, contactId but you will don’t see this.
• Also if you make following GET request: https://d.la1-c1-hnd.salesforceliveagent.com/chat/rest/System/Messages after chatEnd also you don’t see attached records.
• To achieve this you need to have the post-chat page added to your button.
  
  Step-1: Sample post Chat page:
  ====================
  <apex:page >
  <apex:outputText value="{!$CurrentPage.parameters.attachedRecords}"/><br />
  </apex:page>
  
  Step-2:
  =====
  >> End the chat with API call: https://d.la1-c1-hnd.salesforceliveagent.com/chat/rest/Chasitor/ChatEnd

• Response ; OK
  
  Step-3:
  =====
  Make Pull message API call : https://d.la1-c1-hnd.salesforceliveagent.com/chat/rest/System/Messages

• Here you can see the attachedRecords details.

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