Message of the ticket.
Message is represented as simple flat JSON objects with the following keys:
Name | Type | Description |
---|---|---|
translatedBody |
string | |
id |
guid | Id of the message. |
ticketId |
selfIncrementId | Id of the ticket which the message belongs to. |
parentId |
guid | Id of current message's parent. |
sentById |
guid | Id of the message sender. |
sentByType |
string | Role of the sender. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent", "outreachCampaign". |
time |
datetime | Time when the message was created. |
type |
string | Type of message content. Allowed values are "text", "html", "video", "audio", "image", "file", "location", "quickReply", "webView". |
metadata |
object | Message metadata, Json format. |
originalId |
string | Id in original channel. |
channelId |
string | Name of the message channel. |
body |
string | Content of the message. You can pass both plaintext and base64 encoded text. If the request containing plaintext is blocked by comm100 WAF, use base64 format. When using base64, add "data:text/plain;base64," before the content. |
ifDisplayInTicketCorrespondences |
bool | Whether a trigger email should be included within a ticket's correspondence thread or not. |
isOriginalSentToContact |
bool | |
showInlineImage |
bool | |
isRead |
bool | |
isInternal |
bool | |
attachments |
attachments[] | Reference to MessageAttachment. |
messageDelivery |
messageDelivery | Reference to MessageDelivery. |
MessageDelivery JSON Format:
Name | Type | Description |
---|---|---|
messageId |
guid | Id of the message which the delivery belongs to. |
status |
string | Status of the delivery. Allowed values are "waitForSending", "sending", "failed", "success". |
failReason |
string | Reason why the delivery failed. |
time |
datetime | Time when message was delivered. |
groupId |
guid | The Id of the message group, it is used for bot message, it should be delivered in a group and one by one in order. |
orderNum |
integer | Order of the delivery. |
MessageAttachment JSON Format:
Name | Type | Description |
---|---|---|
id |
guid | Id of the attachment. |
messageId |
guid | Id of the message which the attachment belongs to. |
fileKey |
string | Unique key in file service. |
name |
string | Name of the attachment. |
size |
integer | Size of the attachment. |
type |
string | Type of the attachment. Allowed values are "video", "audio", "image", "file". |
url |
string | Download URL of the attachment. |
GET ticketing/messages/{id}
Name | Type | In | Required | Description |
---|---|---|---|---|
include |
string | query | no | Allowed values are "ticketingMessageAttachment", "ticketingMessageDelivery", "sentBy". |
Sample Request:
Response:
HTTP/1.1 200 OK
GET ticketing/tickets/{id}/messages
Name | Type | In | Required | Description |
---|---|---|---|---|
ticketId |
selfIncrementId | query | yes | Filter by ticket id. |
notSentById |
guid | query | no | Filter by sender. |
time |
DateTime | query | no | Fiter by time. |
include |
string | query | no | Allowed values are "ticketingMessageAttachment", "ticketingMessageDelivery", "sentBy". |
An array of Message
Sample Request:
Response:
HTTP/1.1 200 OK
POST ticketing/messages
Name | Type | In | Required | Description |
---|---|---|---|---|
translatedBody |
string | body | no | |
ticketId |
selfIncrementId | body | yes | Id of the ticket which the message belongs to. |
parentId |
guid | body | no | Id of current message's parent. |
sentById |
guid | body | yes | Id of the message sender. |
sentByType |
string | body | yes | Role of the sender. Allowed values are "contact", "visitor", "chatbot", "channelAccount", "system", "agent", "outreachCampaign". |
time |
datetime | body | no | Time when the message was created. |
type |
string | body | yes | Type of message content. Allowed values are "text", "html", "video", "audio", "image", "file", "location", "quickReply", "webView". |
metadata |
object | body | yes | Message metadata, Json format. |
originalId |
string | body | no | Id in original channel. |
channelId |
string | body | yes | Name of the message channel. |
body |
string | body | no | Content of the message. You can pass both plaintext and base64 encoded text. If the request containing plaintext is blocked by comm100 WAF, use base64 format. When using base64, add "data:text/plain;base64," before the content. |
ifDisplayInTicketCorrespondences |
bool | body | no | Whether a trigger email should be included within a ticket's correspondence thread or not. |
isOriginalSentToContact |
bool | body | no | |
showInlineImage |
bool | body | no | |
isRead |
bool | body | no | |
isInternal |
bool | body | no | |
messageDelivery |
messageDelivery | body | no | Delivery information of the message. |
attachments |
attachments[] | body | no | The list of message attachment. |
Sample Request:
Response:
HTTP/1.1 201 Created
POST ticketing/messages:identify
Name | Type | In | Required | Description |
---|---|---|---|---|
originalId |
string | body | yes | Original Id of message. |
channelId |
string | body | yes | Channel Id of message. |
Sample Request:
Response:
HTTP/1.1 200 OK
POST ticketing/messages/{id}:botIntent
Name | Type | In | Required | Description |
---|---|---|---|---|
botId |
guid | body | yes | Id of the bot. |
channelId |
string | body | yes | Id of the channel. |
intentId |
guid | body | yes | Id of the intent. |
metadata |
json | body | yes | Message metadata, Json format. |
No Content
Sample Request:
Response:
HTTP/1.1 200 OK
POST ticketing/messages/{id}:identify
Sample Request:
Response:
HTTP/1.1 200 OK
POST ticketing/messages/{id}:resend
Sample Request:
Response:
HTTP/1.1 200 OK
PUT ticketing/messages/{id}
Name | Type | In | Required | Description |
---|---|---|---|---|
translatedBody |
string | body | no | |
metadata |
object | body | yes | Message metadata, Json format. |
originalId |
string | body | no | Id in original channel. |
isOriginalSentToContact |
bool | body | no | |
showInlineImage |
bool | body | no | |
isRead |
bool | body | no | |
isInternal |
bool | body | no | |
messageDelivery |
messageDelivery | body | no | Delivery information of the message. |
Sample Request:
Response:
HTTP/1.1 200 OK