目录
API开放平台
概述
环信客服云API开放平台以REST API的方式向第三方系统提供服务端调用的接口，用于业务系统对接和流程自动化等场景。目前，我们提供了坐席管理和历史会话相关的API，后续会根据客户需求逐步提供更丰富的接口，方便您的使用。
API开放平台为旗舰版功能，如需使用，请联系商务人员。
获取clientID和secretID
开通了API开放平台的每个租户，环信会提供用于认证的clientID和secretID。在调用平台的接口前，需要根据clientID和secretID生成accessToken，并将accessToken放在调用接口的请求头中使用。
注：请联系环信获取租户对应的clientID和secretID。
特殊注意：clientID和secretID为客户方需要绝对严格保密的数据，切勿对外泄露，否则极易造成企业业务数据泄露等严重问题，请务必严格管理！！
获取accessToken
根据clientID和secretID生成accessToken。获取到accessToken后，即可以正常调用平台接口。
重要提醒：获取的accessToken在2小时之内有效，由于网络延迟等原因，系统不保证accessToken在此值表示的有效期内绝对有效，如果发现accessToken使用异常请重新获取新的accessToken。
- Path：http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/accessToken
- HTTP Method：POST
- Request Headers: Content-Type=application/json
- 可能的错误码：API_003（租户ID错误），API_004（clientId或secretId不正确）。详见：错误码说明
Request body：
{
"tenantId":"租户ID",
"clientId":"8340a6d8-211f-4b81-9202-63ce46f27c02",
"secretId":"ca906984-80f1-41b0-a272-6000df3f76c4"
}
Curl示例：
curl -X POST \
http://kefu.sh.absoloop.com/api/platform/tenants/租户id/accessToken \
-H 'Content-Type: application/json' \
-d '{
"clientId":"8340a6d8-211f-4b81-9202-63ce46f27c02",
"secretId":"ca906984-80f1-41b0-a272-6000df3f76c4"
}'
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| clientId | String | Y | 租户的唯一标识码，联系环信获取 |
| secretId | String | Y | 租户的授权码，联系环信获取 |
Response示例：
{
"status": "OK",
"entity": {
"accessToken": "4313913457bfd684eccbbb7405ba074f",
"expireTime": 7200
}
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| accessToken | String | token |
| expireTime | integer | 过期时间（单位：秒） |
调用示例截图：
创建关联
可调用接口创建关联，关联即im消息通道。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/autoCreateImAssociation
- HTTP Method: POST
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例：
curl --location --request POST 'localhost:8016/api/platform/tenants/20016/autoCreateImAssociation' \
--header 'Content-Type: application/json' \
--data-raw '{
"associationName":"6666"
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| associationName | String | N | 关联名称 |
Response示例：
{
"status": "OK",
"entity": {
"id": 23597,
"tenantId": 29748,
"name": "6666",
"description": null,
"orgName": "1428201012025562",
"appName": "kefuchannelapp29748",
"clientId": "YXA6W8LnQAxXEeuh8wWPzpsadg",
"clientSecret": "YXA6wc3HKZZvXVlSl2M5arIpqLqqV_A",
"serviceEaseMobIMNumber": "kefuchannelimid_600643",
"serviceEaseMobIMPassword": null,
"createDateTime": 1607959692553,
"ispass": true,
"isrun": true,
"dutyType": "None",
"agentQueueId": null,
"secondQueueId": null,
"robotId": null,
"secondRobotId": null,
"timeScheduleId": 0,
"usermail": "d938ebd9-86cb-4b89-8c12-54121b491c36@easemob.com",
"password": null,
"token": null,
"techChannelInfo": null,
"experience": false,
"appKey": "1428201012025562#kefuchannelapp29748"
}
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| id | int | 关联ID |
| tenantId | int | 租户ID |
| name | String | 关联名称 |
| description | String | 描述 |
| orgName | String | |
| appName | String | 应用名称 |
| clientId | String | |
| clientSecret | String | 秘钥 |
| serviceEaseMobIMNumber | String | 环信IM账号 |
| ServiceEaseMobIMpassword | String | 环信IM密码 |
| createDateTime | Data | 创建时间 |
| ispass | boolean | |
| isrun | boolean | |
| dutyType | DutyType | 绑定是全天还是分上下班（枚举：Allday(全天)、Onoff(上班时段和下班时段)、None(空)、NonWorkHours(下班时间)、WorkHours(上班时间)） |
| agentQueueId | long | 上班时间或全天绑定的技能组id |
| secondQueueId | long | 下班时间绑定的技能组id |
| robotId | long | 上班时间或全天绑定的机器人id |
| secondRobotId | long | 下班时间绑定的机器人id |
| timeScheduleId | int | 时间计划 |
| usermail | String | 邮箱（随机生成） |
| password | String | 密码（随机生成） |
| token | String | |
| techChannelInfo | String | |
| experience | ||
| appKey |
管理坐席
查询坐席信息
可根据坐席的邮箱、真实姓名、手机号码、工号，对坐席进行模糊查询。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/agents
- HTTP Method: GET
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例-查询多个坐席：
curl -X GET \
'http://kefu.sh.absoloop.com/api/platform/tenants/1/agents?&agentType=Message' \
-H 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
Curl示例-查询单个：
curl -X GET \
'http://kefu.sh.absoloop.com/api/platform/tenants/1/agents?&agentType=Message&keyValue=zhangsan@qq.com' \
-H 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| page | int | Y | 第几页，从0开始 |
| size | int | Y | 每页显示的数据 |
| keyValue | String | Y | 模糊查询，username（邮箱）,trueName（真实姓名） |
| agentType | String | N | 坐席类型：All 全渠道座席,Message 在线座席，Ticket 工单座席，CallCenter 呼叫中心座席， MVCombine 视频客服（VEC独立视频），默认为全部 |
Response示例：
{
"status": "OK",
"entities": [
{
"tenantId": 1,
"userId": "43efaf15-ef51-4a3c-a961-560ca59b7c29",
"userType": "Agent",
"userScope": "Tenant",
"nicename": "张三老师",
"password": "",
"username": "32273591@qq.com",
"roles": "admin,agent",
"createDateTime": "2018-06-10 14:19:41",
"lastUpdateDateTime": "2018-06-10 16:44:47",
"status": "Enable",
"state": "Offline",
"maxServiceSessionCount": 10,
"trueName": "",
"mobilePhone": "",
"agentType": "Message",
"roleList": [
{
"role_id": 1,
"role_name": "admin"
}
],
"avatar": "//kefu.sh.absoloop.com/v1/tenants/28811/mediafiles/25763dd6-3b84-43ac-9471-869ec33bc91e5aS05YOPLnBuZw==/cutout?arg=0_0_1024_1024_300_300
\t",
"scope": "Tenant",
"bizId": "1",
"onLineState": "Offline",
"currentOnLineState": "Offline"
}
],
"first": true,
"last": false,
"size": 10,
"number": 0,
"numberOfElements": 1,
"totalPages": 11,
"totalElements": 1
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| tenantId | int | 租户ID |
| userId | String | 坐席ID |
| userType | String | 坐席类型 |
| userScope | String | 所属范围 |
| nicename | String | 坐席昵称 |
| password | String | 密码 |
| username | String | 账号(邮箱) |
| roles | String | 角色 |
| createDateTime | String | 创建时间 |
| lastUpdateDateTime | String | 更新时间 |
| status | String | 启用状态 |
| state | String | 在线与离线状态，在线状态Online包含有：Online与Idle(空闲)、Busy(忙碌)、Hidden(隐身)、Leave(离开) ，离线状态Offline包含有：Offline(离线)、Logout（登出）注： Online与Idle均为空闲状态，后者主要用于单点登录，未做单点可忽略，Logout为瞬时操作状态，建议都是用离线标识 |
| maxServiceSessionCount | int | 接待人数 |
| trueName | String | 真实姓名 |
| mobilePhone | String | 电话号码 |
| agentType | String | 坐席类型 |
| (roleList) role_id | int | 角色ID |
| (roleList) role_name | String | 角色名称 |
| avatar | String | 头像 |
| scope | String | 所属范围 |
| bizId | String | 所属业务ID |
| onLineState | String | 在线状态,同State字段 |
| currentOnLineState | String | 在线状态,同State字段 |
| first | Boolean | 是否为第一页 是：true 否：false |
| last | Boolean | 是否为最后一页 是：true 否：false |
| size | int | 每页显示的数据 |
| number | int | 第几页，从0开始 |
| numberOfElements | int | 当前页面有多少条记录 |
| totalPages | int | 一共有多少页 |
| totalElements | int | 一共有多少条记录 |
添加坐席
添加坐席，并设置坐席的昵称、登录邮箱、密码、真实姓名等信息。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/agent
- HTTP Method: POST
- Request Headers: Content-Type=application/json和Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Request body:
{
"nicename":"123",
"username":"32273591@qq.com",
"password":"qwe12345",
"trueName":"321",
"agentType":"All",
"mobilePhone":"",
"agentNumber":"",
"roleId":1,
"maxServiceSessionCount":"10"
}
Curl示例：
curl -X POST \
http://kefu.sh.absoloop.com/api/platform/tenants/1/agent \
-H 'Content-Type: application/json' \
-H 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
-d '{
"nicename":"123",
"username":"32273591@qq.com",
"password":"qwe12345",
"trueName":"321",
"agentType":"All",
"mobilePhone":"",
"agentNumber":"",
"roleId":1,
"maxServiceSessionCount":"10"
}'
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| nicename | String | Y | 坐席的昵称 |
| username | String | Y | 账号(邮箱) |
| password | String | Y | 密码 |
| trueName | String | Y | 真实姓名 |
| agentType | String | N | 坐席类型：All 全渠道座席,Message 在线座席，Ticket 工单座席，CallCenter 呼叫中心座席，， MVCombine 视频客服（VEC独立视频），默认为在线坐席 |
| mobilePhone | int | Y | 电话号码 |
| agentNumber | int | Y | 工号 |
| maxServiceSessionCount | int | Y | 接待人数 |
| roleId | int | Y | 角色ID |
Response示例：
{
"status": "OK",
"entity": {
"tenantId": 1,
"userId": "f2e2a537-ea64-4d0b-8ce3-42e1b1a382be",
"userType": "Agent",
"userScope": "Tenant",
"nicename": "123",
"password": "",
"username": "32273591@qq.com",
"roles": "admin,agent",
"createDateTime": "2018-06-13 16:42:56",
"lastUpdateDateTime": "2018-06-13 16:42:56",
"status": "Enable",
"state": "Offline",
"maxServiceSessionCount": 10,
"trueName": "321",
"mobilePhone": "",
"agentType": "Message",
"language": "zh_CN",
"timeZone": "UTC+8",
"scope": "Tenant",
"bizId": "1",
"currentOnLineState": "Offline",
"onLineState": "Offline"
}
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| tenantId | int | 租户ID |
| userId | String | 坐席ID |
| userType | String | 坐席类型：坐席/管理员 |
| userScope | String | 所属范围 |
| nicename | String | 坐席的昵称 |
| password | String | 密码 |
| username | String | 账号(邮箱) |
| roles | String | 角色 |
| createDateTime | String | 创建时间 |
| lastUpdateDateTime | String | 更新时间 |
| status | String | 启用状态 |
| state | String | 在线状态 |
| maxServiceSessionCount | int | 接待人数 |
| trueName | String | 真实姓名 |
| mobilePhone | String | 电话号码 |
| agentType | String | 坐席类型 |
| language | String | 语言 |
| timeZone | String | 时区 |
| scope | String | 所属范围 |
| bizId | String | 所属业务ID |
| currentOnLineState | String | 在线状态 |
| onLineState | String | 在线状态 |
修改坐席
修改坐席的基本信息，包括坐席的昵称、密码、真实姓名等。
注：需正确填写坐席的登录邮箱地址（username字段）。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/agent
- HTTP Method: PUT
- Request Headers: Content-Type=application/json和Kefu-Token=${accessToken}
- 可能的错误码：API_104（坐席不存在）。详见：错误码说明
Request body:
{
"nicename":"环环",
"username":"32273591@qq.com",
"trueName":"小环",
"agentType":"All",
"mobilePhone":"",
"agentNumber":"",
"roleId":1,
"maxServiceSessionCount":null
}
Curl示例：
curl -X PUT \
http://kefu.sh.absoloop.com/api/platform/tenants/1/agent \
-H 'Content-Type: application/json' \
-H 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
-d '{
"nicename":"环环",
"username":"32273591@qq.com",
"trueName":"小环",
"agentType":"All",
"mobilePhone":"",
"agentNumber":"",
"roleId":1,
"maxServiceSessionCount":null
}'
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| nicename | String | N | 昵称 |
| username | String | Y | 账号(邮箱) |
| trueName | String | N | 真实姓名 |
| agentType | String | N | 坐席类型：All 全渠道座席,Message 在线座席，Ticket 工单座席，CallCenter 呼叫中心座席， MVCombine 视频客服（VEC独立视频），默认为在线坐席 |
| mobilePhone | int | N | 电话号码 |
| agentNumber | int | N | 工号 |
| maxServiceSessionCount | int | N | 接待人数 |
| roleId | int | N | 角色Id |
Response示例：
{
"status": "OK"
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
获取角色
获取租户的所有角色，包括管理员、坐席、自定义角色。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/roles
- HTTP Method: GET
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例：
curl --request GET \
--url http://kefu.sh.absoloop.com/api/platform/tenants/1/roles \
--header 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
Response示例：
{
"status": "OK",
"entities": [
{
"role_id": 1,
"role_name": "admin",
"role_description": "管理员",
"role_type": "SYSTEM",
"created_at": null,
"updated_at": null,
"status": "ENABLE"
},
{
"role_id": 2,
"role_name": "agent",
"role_description": "坐席",
"role_type": "SYSTEM",
"created_at": null,
"updated_at": null,
"status": "ENABLE"
},
{
"role_id": 3,
"role_name": "123",
"role_description": null,
"role_type": "CUSTOMIZED",
"created_at": "2018-03-23T16:02:02.000+0800",
"updated_at": "2018-03-23T16:02:02.000+0800",
"status": "ENABLE"
},
{
"role_id": 4,
"role_name": "asd",
"role_description": null,
"role_type": "CUSTOMIZED",
"created_at": "2018-06-10T18:32:37.000+0800",
"updated_at": "2018-06-10T18:32:37.000+0800",
"status": "ENABLE"
}
]
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| role_id | int | 角色ID |
| role_name | String | 角色名称 |
| role_description | String | 角色描述 |
| role_type | String | 角色类型 |
| created_at | String | 创建时间 |
| updated_at | String | 更新时间 |
| status | String | 启用状态 |
修改密码
修改坐席的登录密码。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/agent/password
- HTTP Method: PUT
- Request Headers: Content-Type=application/json和Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Request body:
{
"username":"32273591@qq.com",
"password":"qwe123456"
}
Curl示例：
curl -X PUT \
http://kefu.sh.absoloop.com/api/platform/tenants/1/agent/password \
-H 'Content-Type: application/json' \
-H 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
-d '{
"username":"32273591@qq.com",
"password":"qwe123456"
}'
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| username | String | Y | 账号(邮箱) |
| password | String | Y | 新密码 |
Response示例：
{
"status": "OK"
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
删除坐席
删除指定的坐席。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/agent
- HTTP Method: DELETE
- Request Headers: Content-Type=application/json和Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Request body:
{
"username":"32273591@qq.com"
}
Curl示例：
curl -X DELETE \
http://kefu.sh.absoloop.com/api/platform/tenants/1/agent \
-H 'Content-Type: application/json' \
-H 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
-d '{
"username":"32273591@qq.com"
}'
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| username | String | Y | 账号(邮箱) |
Response示例：
{
"status": "OK"
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
禁用坐席
禁用指定的坐席。处于禁用状态的坐席无法登录环信客服云。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/agent/disable
- HTTP Method: PUT
- Request Headers: Content-Type=application/json和Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Request body:
{
"username":"32273591@qq.com"
}
Curl示例：
curl -X PUT \
http://kefu.sh.absoloop.com/api/platform/tenants/1/agent/disable \
-H 'Content-Type: application/json' \
-H 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
-d '{
"username":"32273591@qq.com"
}'
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| username | String | Y | 账号(邮箱) |
Response示例：
{
"status": "OK"
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
启用坐席
启用指定的坐席。处于启用状态的坐席可以登录环信客服云。
- Path: http://kefu.sh.absoloop.com/api/platform/platform/tenants/{tenantId}/agent/enable
- HTTP Method: PUT
- Request Headers: Content-Type=application/json和Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Request body:
{
"username":"32273591@qq.com"
}
Curl示例：
curl -X PUT \
http://kefu.sh.absoloop.com/api/platform/tenants/1/agent/enable \
-H 'Content-Type: application/json' \
-H 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
-d '{
"username":"32273591@qq.com"
}'
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| username | String | Y | 账号(邮箱) |
Response示例：
{
"status": "OK"
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
修改坐席在线状态
可修改坐席在线状态，状态列表：空闲、忙碌、离开、隐身、离线。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/agent/state
- HTTP Method: PUT
- Request Headers: Content-Type=application/json和Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Request body:
{
"username":"32273591@qq.com",
"state":"Busy"
}
Curl示例：
curl -X PUT \
http://kefu.sh.absoloop.com/api/platform/tenants/1/agent/state \
-H 'Content-Type: application/json' \
-H 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
-d '{
"username":"32273591@qq.com",
"state":"Busy"
}'
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| username | String | Y | 账号(邮箱) |
| state | String | Y | 在线状态：空闲(Online),忙碌(Busy),离开(Leave),隐身(Hidden),离线(Offline) |
Response示例：
{
"status": "OK"
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
管理技能组
获取在线技能组列表接口
获取token
- 开放平台需要使用token进行身份验证
- Kefu-Token有效期2小时，到期需重新获取。
登录地址
| 名称 | 说明 |
|---|---|
| 操作 | 获取在线技能组列表的接口 |
| 协议 | HTTPS |
| 方式 | GET |
| URL | /api/platform/tenants/{tenantId}/skillgroups |
| 名称 | 说明 |
|---|---|
| 操作 | 获取指定技能组下坐席信息的接口 |
| 协议 | HTTPS |
| 方式 | GET |
| URL | /api/platform/tenants/{tenantId}/skillgroups/{queueId} |
请求参数
1./api/platform/tenants/{tenantId}/skillgroups
| 参数 | 是否必传 | 描述 | 参数类型 | 数据类型 |
|---|---|---|---|---|
| tenantId | 是 | 租户Id | Path | integer |
| RequestParam | 否 | 请求参数 | Path | String |
RequestParam包括以下几个参数:
| 参数 | 是否必传 | 描述 | 参数类型 | 数据类型 |
|---|---|---|---|---|
| page | 否 | 当前页,默认0 |
size| 否| 当前页长，默认50|String
2./api/platform/tenants/{tenantId}/skillgroups/{queueId}
| 参数 | 是否必传 | 描述 | 参数类型 | 数据类型 |
|---|---|---|---|---|
| tenantId | 是 | 租户Id | Path | |
| queueId | 是 | 技能组Id | Path |
返回数据
| HTTP状态Code | 含义 |
|---|---|
| 200 | OK |
| 400 | 参数不正确 |
| 成功返回数据 | 含义 |
|---|---|
| Status | OK |
| entities | List<from> |
Entities包含返回数据
| 返回数据 | 含义 |
|---|---|
| tenantId | 租户Id |
| queueId | 技能组Id |
| queueName | 技能组名称 |
| queueType | 普通队列，还是临时队列 |
| createDateTime | 创建时间 |
| lastUpdateDateTime | 上次修改时间 |
| queueGroupType | 技能组是默认组还是用户自定义组 |
| agentUsers | 坐席数据信息 |
AgentUsers数据信息
| 返回数据 | 含义 |
|---|---|
| tenantId | 租户Id |
| userId | 用户Id |
| userType | 用户类型 |
| userScope | 用户所属范围 |
| nicename | 昵称 |
| username | 用户名 |
| roles | 坐席拥有的角色 |
| createDateTime | 坐席创建时间 |
| lastUpdateDateTime | 上一次修改时间 |
| statu | 坐席是否启用 |
| state | 坐席状态：在线，忙碌，离线等 |
| maxServiceSessionCount | 坐席最大接待数 |
| agentType | 坐席类型 |
| scope | 所属范围 |
| bizId | 所属的业务Id |
| onLineState | 在线状态 |
请求示例
请求数据格式都应该是application/json，编码形式为UTF-8
1.获取技能组列表数据信息请求方式 /api/platform/tenants/29762/skillgroups?page=0&size=10或 /api/platform/tenants/29762/skillgroups
2.获取技能组下坐席信息请求方式 /api/platform/tenants/29762/skillgroups/6160
成功返回示例
1.获取技能组列表数据信息 http://localhost:8016/api/platform/tenants/29762/skillgroups?page=0&size=10
{
"status": "OK",
"entities": [
{
"tenantId": 29762,
"queueId": 6158,
"queueName": "售后",
"queueType": "QueueNormal",
"priority": 0,
"createDateTime": 1635846909000,
"lastUpdateDateTime": 1635846911000,
"queueGroupType": "UserDefined",
"agentUsers": null
},
{
"tenantId": 29762,
"queueId": 6159,
"queueName": "未分配",
"queueType": "QueueNormal",
"priority": 0,
"createDateTime": 1635846957000,
"lastUpdateDateTime": 1635846958000,
"queueGroupType": "SystemDefault",
"agentUsers": null
},
{
"tenantId": 29762,
"queueId": 6160,
"queueName": "产品",
"queueType": "QueueNormal",
"priority": 0,
"createDateTime": 1635847007000,
"lastUpdateDateTime": 1635847008000,
"queueGroupType": "UserDefined",
"agentUsers": null
}
],
"first": true,
"last": true,
"size": 10,
"number": 0,
"numberOfElements": 3,
"totalPages": 1,
"totalElements": 3
}
2.获取技能组下坐席信息 http://localhost:8016/api/platform/tenants/29762/skillgroups/6160
{
"status": "OK",
"entities": [
{
"tenantId": 29762,
"queueId": 6160,
"queueName": "产品",
"queueType": "QueueNormal",
"priority": 0,
"createDateTime": 1635847007000,
"lastUpdateDateTime": 1635847008000,
"queueGroupType": "UserDefined",
"agentUsers": [
{
"tenantId": 77278,
"userId": "f3d51aa9-16cb-4b18-bcf7-e9365765e02f",
"userType": "Agent",
"userScope": "Tenant",
"nicename": "Admin",
"password": "",
"username": "735017618@qq.com",
"roles": "admin,agent",
"createDateTime": "2016-10-13 15:51:14",
"lastUpdateDateTime": "2016-10-13 15:52:08",
"status": "Enable",
"state": "Online",
"maxServiceSessionCount": 10,
"trueName": "Admin",
"agentType": "Ticket",
"scope": "Tenant",
"bizId": "77278",
"onLineState": "Online",
"currentOnLineState": "Online"
},
{
"tenantId": 29762,
"userId": "f3d51aa9-16cb-4b18-bcf7-e9365765e02d",
"userType": "Agent",
"userScope": "Tenant",
"nicename": "Admin",
"password": "",
"username": "29762@qq.com",
"roles": "admin,agent",
"createDateTime": "2021-11-03 10:52:05",
"lastUpdateDateTime": "2021-11-03 10:52:07",
"status": "Enable",
"state": "Online",
"maxServiceSessionCount": 15,
"agentType": "Message",
"scope": "Tenant",
"bizId": "29762",
"onLineState": "Online",
"currentOnLineState": "Online"
}
]
}
]
}
添加技能组
入参Kefu-Token和之前一样，示例中省略Kefu-Token
请求 ：POST /api/platform/tenants/{tenantId}/queues
入参：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| tenantId | Integer | Y | 租户id |
| queueType | String | Y | 云呼：CallCenter，在线：Message |
| name | String | Y | 技能组名称 （不能超过20） |
出参：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| queueId | String | Y | 技能组id |
| queueName | String | Y | 技能组名称 |
| queueGroupType | String | Y | 技能组类型，在线用，UserDefined自定义 SystemDefault默认组 |
| userCount | Integer | Y | 技能组内坐席数量 |
在线示例
curl --location 'localhost:8016/api/platform/tenants/77877/queues?queueType=Message' \
--header 'Content-Type: application/json' \
--data '{
"name": "zaixian8"
}'
{
"status": "OK",
"entity": {
"queueId": "9",
"queueName": "zaixian8",
"queueGroupType": "UserDefined",
"userCount": 0
}
}
云呼示例
curl --location 'localhost:8016/api/platform/tenants/77877/queues?queueType=CallCenter' \
--header 'Content-Type: application/json' \
--data '{
"name": "yunhu8"
}'
{
"status": "OK",
"entity": {
"queueId": "1343b9c0-9572-11ee-8fbc-f7237c60157d",
"queueName": "yunhu8",
"queueGroupType": null,
"userCount": 0
}
}
查询技能组
入参Kefu-Token和之前一样，示例中省略Kefu-Token
GET /api/platform/tenants/{tenantId}/queues
入参
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| tenantId | Integer | Y | 租户id |
| queueType | String | Y | 云呼：CallCenter，在线：Message |
| queueName | String | N | 技能组名称，非必传 |
| page | Integer | Y | 页码 |
| size | Integer | Y | 条数 |
出参
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| queueId | String | Y | 技能组id |
| queueName | String | Y | 技能组名称 |
| queueGroupType | String | Y | 技能组类型，在线用，UserDefined自定义 SystemDefault默认组 |
|userCount|Integer|Y |技能组内坐席数量|
在线示例
curl --location 'localhost:8016/api/platform/tenants/77877/queues?queueType=Message&queueName=2&page=0&size=2'
{
"status": "OK",
"entities": [
{
"queueId": "5",
"queueName": "在线技能组1207-1",
"queueGroupType": "UserDefined",
"userCount": 0
}
],
"first": false,
"last": true,
"size": 2,
"number": 1,
"numberOfElements": 1,
"totalPages": 2,
"totalElements": 3
}
云呼示例
curl --location 'localhost:8016/api/platform/tenants/77877/queues?queueType=CallCenter&queueName=yunhu&page=0&size=2'
{
"status": "OK",
"entities": [
{
"queueId": "96c24d60-94e2-11ee-a3a1-67aeafb58a22",
"queueName": "yunhu5",
"queueGroupType": null,
"userCount": 0
},
{
"queueId": "ba41de30-94e3-11ee-9f77-539178b4fcc1",
"queueName": "yunhu6",
"queueGroupType": null,
"userCount": 0
}
],
"first": true,
"last": false,
"number": 0,
"numberOfElements": 2,
"totalPages": 3,
"totalElements": 5
}
修改技能组
入参Kefu-Token和之前一样，示例中省略Kefu-Token
请求：PUT /api/platform/tenants/{tenantId}/queue/{queueId}
入参
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| tenantId | Integer | Y | 租户id |
| queueType | String | Y | 云呼：CallCenter，在线：Message |
| queueId | String | Y | 技能组id |
| name | String | Y | 技能组名称（不能超过20） |
在线示例
curl --location --request PUT 'localhost:8016/api/platform/tenants/77877/queue/5?queueType=Message' \
--header 'Content-Type: application/json' \
--data '{
"name":"在线2222"
}'
{
"status": "OK"
}
云呼示例
curl --location --request PUT 'localhost:8016/api/platform/tenants/77877/queue/96c24d60-94e2-11ee-a3a1-67aeafb58a22?queueType=CallCenter' \
--header 'Content-Type: application/json' \
--data '{
"name":"云呼5555"
}'
{
"status": "OK"
}
删除技能组
入参Kefu-Token和之前一样，示例中省略Kefu-Token
请求：DELETE /api/platform/tenants/{tenantId}/queue/{queueId}
入参
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| tenantId | Integer | Y | 租户id |
| queueType | String | Y | 云呼：CallCenter，在线：Message |
| queueId | String | Y | 技能组id |
| userId | String | Y | 坐席id（是指记录操作坐席） |
在线示例
curl --location --request DELETE 'localhost:8016/api/platform/tenants/77877/queue/9?queueType=Message&userId=5e0de11f-dfa5-43f4-acc1-38ad878d6a08'
{
"status": "OK"
}
云呼示例
curl --location --request DELETE 'localhost:8016/api/platform/tenants/77877/queue/96c24d60-94e2-11ee-a3a1-67aeafb58a22?queueType=CallCenter&userId=5e0de11f-dfa5-43f4-acc1-38ad878d6a08'
{
"status": "OK"
}
添加技能组成员
入参Kefu-Token和之前一样，示例中省略Kefu-Token
请求：POST /api/platform/tenants/{tenantId}/queue/{queueId}/agent
入参
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| tenantId | Integer | Y | 租户id |
| queueType | String | Y | 云呼：CallCenter，在线：Message |
| queueId | String | Y | 技能组id |
| userIds | String | Y | 坐席id |
在线示例
curl --location 'localhost:8016/api/platform/tenants/77877/queue/3/agent?queueType=Message' \
--header 'Content-Type: application/json' \
--data '[
"5e0de11f-dfa5-43f4-acc1-38ad878d6a08"
]'
{
"status": "OK"
}
云呼示例
curl --location 'localhost:8016/api/platform/tenants/77877/queue/e78a3de0-94cc-11ee-b500-2ba045a0f55e/agent?queueType=CallCenter' \
--header 'Content-Type: application/json' \
--data '[
"5e0de11f-dfa5-43f4-acc1-38ad878d6a08"
]'
{
"status": "OK"
}
删除技能组成员
入参Kefu-Token和之前一样，示例中省略Kefu-Token
请求：DELETE /api/platform/tenants/{tenantId}/queue/{queueId}/agent
入参：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
| tenantId | Integer | Y | 租户id |
| queueType | String | Y | 云呼：CallCenter，在线：Message |
| queueId | String | Y | 技能组id |
| userIds | String | Y | 坐席id |
在线示例
curl --location --request DELETE 'localhost:8016/api/platform/tenants/77877/queue/8/agent?queueType=Message' \
--header 'Content-Type: application/json' \
--data '[
"5e0de11f-dfa5-43f4-acc1-38ad878d6a08"
]'
{
"status": "OK"
}
云呼示例
curl --location --request DELETE 'localhost:8016/api/platform/tenants/77877/queue/1343b9c0-9572-11ee-8fbc-f7237c60157d/agent?queueType=CallCenter' \
--header 'Content-Type: application/json' \
--data '[
"5e0de11f-dfa5-43f4-acc1-38ad878d6a08"
]'
{
"status": "OK"
}
查询技能组成员
入参Kefu-Token和之前一样，示例中省略Kefu-Token
请求：GET /api/platform/tenants/{tenantId}/queue/{queueId}/agent
入参
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
| tenantId | Integer | Y | 租户id |
| queueType | String | Y | 云呼：CallCenter，在线：Message |
| queueId | String | Y | 技能组id |
| page | Integer | Y | 页码 |
| size | Integer | Y | 条数 |
出参
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
| agentUser | Agentuser | Y | 坐席信息 |
| level | String | Y | 等级值，云呼技能组用 |
在线示例
curl --location 'localhost:8016/api/platform/tenants/77877/queue/8/agent?queueType=Message'
{
"status": "OK",
"entities": [
{
"agentUser": {
"tenantId": 77877,
"userId": "5e0de11f-dfa5-43f4-acc1-38ad878d6a08",
"userType": "Agent",
"userScope": "Tenant",
"nicename": "123",
"password": "",
"username": "qu120711",
"roles": "admin,agent",
"createDateTime": "2023-12-07 14:39:32",
"lastUpdateDateTime": "2023-12-07 14:39:32",
"status": "Enable",
"state": "Offline",
"maxServiceSessionCount": 10,
"trueName": "321",
"mobilePhone": "",
"agentNumber": 120711,
"agentType": "All",
"scope": "Tenant",
"bizId": "77877",
"currentOnLineState": "Offline",
"onLineState": "Offline"
},
"level": null
}
],
"first": true,
"last": true,
"size": 10,
"number": 0,
"numberOfElements": 1,
"totalPages": 1,
"totalElements": 1
}
{
"status": "OK",
"entities": [],
"first": true,
"last": true,
"size": 10,
"number": 0,
"numberOfElements": 0,
"totalPages": 0,
"totalElements": 0
}
云呼示例
curl --location 'localhost:8016/api/platform/tenants/77877/queue/1343b9c0-9572-11ee-8fbc-f7237c60157d/agent?queueType=CallCenter'
{
"status": "OK",
"entities": [
{
"agentUser": {
"tenantId": 77877,
"userId": "5e0de11f-dfa5-43f4-acc1-38ad878d6a08",
"userType": "Agent",
"userScope": "Tenant",
"nicename": "123",
"password": "",
"username": "qu120711",
"roles": "admin,agent",
"createDateTime": "2023-12-07 14:39:32",
"lastUpdateDateTime": "2023-12-07 14:39:32",
"status": "Enable",
"state": "Offline",
"maxServiceSessionCount": 10,
"trueName": "321",
"mobilePhone": "",
"agentNumber": 120711,
"agentType": "All",
"scope": "Tenant",
"bizId": "77877",
"currentOnLineState": "Offline",
"onLineState": "Offline"
},
"level": "5"
}
],
"first": true,
"last": true,
"number": 0,
"numberOfElements": 1,
"totalPages": 1,
"totalElements": 1
}
{
"status": "OK",
"entities": [],
"first": true,
"last": true,
"number": 0,
"numberOfElements": 0,
"totalPages": 0,
"totalElements": 0
}
批量查询客户信息接口
Request body:：
{
"page": 0,
"size": 9,
"conditions": [
{
"field_name": "createDateTime",
"value": "time1,time2",
"operation": "RANGE"
}
]
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| page | int | 页数 |
| size | int | 每页条数 |
| conditions | 查询条件 | |
| field_name | 查询字段名称，访客创建时间，固定无需修改 | |
| value String tim1 | 开始时间戳，time2结束时间戳 | |
| operation | 操作类型，排序，固定无需修改 | |
Curl示例：
curl --location 'http://kefu.sh.absoloop.com/api/platform/tenants/29676/customer/search' \
--header 'Kefu-Token: 739170a565e79d97e6fd25d0aa522d4f' \
--header 'Content-Type: application/json' \
--data '{
"page": 0,
"size": 9,
"conditions": [
{
"field_name": "createDateTime",
"value": "1677340800000,1677945599000",
"operation": "RANGE"
}
]
}'
{
"status": "OK",
"entity": {
"content": [
{
"customer_id": "3ece3c0f-0c98-40b2-bf66-b7f6d0a5ed14",
"bind_visitors": [
"52dbf2dd-0129-403a-af4f-253f2a0ab27a"
],
"created_at": 1677726847333,
"updated_at": 1680159446359,
"visitor_id": "52dbf2dd-0129-403a-af4f-253f2a0ab27a",
"vip": null,
"type": null,
"level": null,
"email": [
"1@1.com"
],
"nickname": "12",
"phone": [
"15011111111"
],
"username": [
"1@1.com"
]
}
],
"totalElements": 3,
"last": false,
"totalPages": 3,
"sort": null,
"first": true,
"numberOfElements": 1,
"size": 1,
"number": 0
}
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| customer_id | String | crm客户id |
| bind_visitors | List | 绑定的访客visitor_id |
| visitor_id | string | 访客visitor_id |
| vip | boolean | 是否vip，敦煌定制 |
| type | String | 访客类型，敦煌定制 |
| level | String | 访客级别，敦煌定制 |
| list | 访客邮箱，为空则不返回 | |
| nickname | list | 访客邮箱，为空则不返回 |
| username | list | 访客ID，为空则不返回 |
查询历史会话
获取历史会话列表
根据渠道、客户昵称、技能组、坐席、会话接起时间、会话结束时间等条件查询历史会话列表。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/serviceSessionHistorys
- HTTP Method: GET
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例：
curl --request GET \
--url 'http://kefu.sh.absoloop.com/api/platform/tenants/1/serviceSessionHistorys?stopDateFrom=2021-05-10T00%3A00%3A00.000Z&stopDateTo=2021-05-20T23%3A59%3A00.000Z' \
--header 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| page | int | N | 查询页码索引,默认为1 |
| per_page | int | N | 每页显示的数据容量，默认为10，最大为50 |
| originType | String | N | 渠道 不写为查询全部 要查询的话值为 网页:webim，APP：app，微信渠道weixin,微博为weibo，呼叫中心：phone |
| customerName | String | N | 客户昵称 |
| transfered | boolean | N | 是否转接 是：true 不是：false |
| fromAgentCallback | boolean | N | 会话类型 回呼：true 呼入：false |
| enquirySummary | int | N | 评价 值为：0，1，2，3，4，5不填默认查询全部评价 |
| enquiryDegree | int | N | “3 (一般)” 满意度评价（用于数字评价） |
| resolutionScore | int | N | “1” 解决率评价分数 1 已解决 2 未解决（用于数字评价） |
| resolutionScore2 | int | N | “1” 解决率评价分数 1 已解决 2 未解决（用于数字评价） |
| consultResult | int | N | “1” 咨询结果: 有效会话 - 1 ; 无效会话 = 0 |
| queueIds | int | N | 多个技能组ID数组 |
| beginDate | String | N | 会话接起时间(开始范围条件),时间格式 2018-06-16T23%3A59%3A59.000Z |
| endDate | String | N | 会话接起时间(结束范围条件),时间格式 2018-06-16T23%3A59%3A59.000Z |
| stopDateFrom | String | N | 会话结束时间(开始范围条件),时间格式 2018-06-16T23%3A59%3A59.000Z |
| stopDateTo | String | N | 会话结束时间(结束范围条件),时间格式 2018-06-16T23%3A59%3A59.000Z |
| createDateFrom | String | N | 会话创建时间(开始范围条件),时间格式 2018-06-16T23%3A59%3A59.000Z |
| createDateTo | String | N | 会话创建时间(结束范围条件),时间格式 2018-06-16T23%3A59%3A59.000Z |
| agentIds | list | N | 多个坐席的ID数组 |
| serviceSessionId | String | N | 某个会话id，可用于查看某通会话信息，此参数与其他参数不可一同请求 |
| sortField | String | N | 排序字段 stopDateTime startDateTime createDatetime |
| sortOrder | String | N | 升降序asc desc |
Response示例01：
{
"status": "OK",
"entity": {
"total_entries": 3,
"items": [
{
"serviceSessionId": "45bd1110-69a3-49d0-b9e2-55e9399e3633",
"tenantId": 29676,
"techChannelId": 1434,
"queueId": 161557,
"state": "Terminal",
"chatGroupId": 4611895,
"messageSeqId": 4,
"agentUserId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"agentUserNiceName": "Admin昵称1",
"agentUserType": 1,
"createDatetime": "2021-05-10 18:46:44",
"startDateTime": "2021-05-10 18:46:48",
"stopDateTime": "2021-05-10 18:56:59",
"techChannelType": "wechat",
"enquirySummary": "4",
"enquiryDegree": "4 (满意)",
"resolutionScore": "0",
"resolutionScore2": "0",
"consultResult": "0",
"evaluateWay": "agent",
"invited": true,
"techChannelName": "环信本地测试",
"originType": [
"weixin"
],
"comment": "不活跃会话超时结束备注",
"visitorUser": {
"userId": "479032e4-1d94-4f65-a59b-43515b67d7dc",
"nicename": "环信本地测试：o6B_c4p_OKwcGLWqoFCXcXqKExS4",
"username": "o6B_c4p_OKwcGLWqoFCXcXqKExS4"
},
"customer": {
"customerId": "c7e44d7d-8378-44b3-8b30-d4b46d97b62d",
"customerNiceName": "环信本地测试：o6B_c4p_OKwcGLWqoFCXcXqKExS4",
"customerTrueName": null
},
"fromAgentCallback": false,
"transfered": false,
"agentUserSet": [
{
"userId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"username": "15010965776@163.com",
"nicename": "Admin昵称1",
"trueName": "Admin姓名",
"tenantId": "29676"
}
],
"agentUserList": [
{
"userId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"username": "15010965776@163.com",
"nicename": "Admin昵称1",
"trueName": "Admin姓名",
"tenantId": "29676"
}
],
"agentQueueSet": [
{
"queueId": "161557",
"queueName": "未分组",
"queueType": "QueueNormal",
"tenantId": 29676
}
],
"agentQueueList": [
{
"queueId": "161557",
"queueName": "未分组",
"queueType": "QueueNormal",
"tenantId": 29676
}
],
"serviceSessionAttribute": {}
},
{
"serviceSessionId": "e4bd2cb2-d95d-4db6-85c7-5bf83b559d58",
"tenantId": 29676,
"techChannelId": 1434,
"queueId": 161557,
"state": "Terminal",
"chatGroupId": 4611895,
"messageSeqId": 5,
"agentUserId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"agentUserNiceName": "Admin昵称1",
"agentUserType": 1,
"createDatetime": "2021-05-10 18:19:53",
"startDateTime": "2021-05-10 18:20:08",
"agentLastMessageDate": "2021-05-10 18:20:12",
"stopDateTime": "2021-05-10 18:24:29",
"techChannelType": "wechat",
"enquirySummary": "5",
"enquiryDegree": "5 (非常满意,好)",
"resolutionScore": "0",
"resolutionScore2": "0",
"consultResult": "1",
"evaluateWay": "agent",
"invited": true,
"techChannelName": "环信本地测试",
"originType": [
"weixin"
],
"visitorUser": {
"userId": "479032e4-1d94-4f65-a59b-43515b67d7dc",
"nicename": "环信本地测试：o6B_c4p_OKwcGLWqoFCXcXqKExS4",
"username": "o6B_c4p_OKwcGLWqoFCXcXqKExS4"
},
"customer": {
"customerId": "c7e44d7d-8378-44b3-8b30-d4b46d97b62d",
"customerNiceName": "环信本地测试：o6B_c4p_OKwcGLWqoFCXcXqKExS4",
"customerTrueName": null
},
"fromAgentCallback": false,
"transfered": false,
"enquiryTags": [
{
"appraiseTagId": 274741,
"name": "服务态度好"
},
{
"appraiseTagId": 274742,
"name": "解决速度快"
}
],
"agentUserSet": [
{
"userId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"username": "15010965776@163.com",
"nicename": "Admin昵称1",
"trueName": "Admin姓名",
"tenantId": "29676"
}
],
"agentUserList": [
{
"userId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"username": "15010965776@163.com",
"nicename": "Admin昵称1",
"trueName": "Admin姓名",
"tenantId": "29676"
}
],
"agentQueueSet": [
{
"queueId": "161557",
"queueName": "未分组",
"queueType": "QueueNormal",
"tenantId": 29676
}
],
"agentQueueList": [
{
"queueId": "161557",
"queueName": "未分组",
"queueType": "QueueNormal",
"tenantId": 29676
}
],
"serviceSessionEventHistoryList": [
{
"eventId": "82c0ab6d-0291-4376-b838-c7cb177c8e1f",
"serviceSessionId": "e4bd2cb2-d95d-4db6-85c7-5bf83b559d58",
"tenantId": 29676,
"actorId": null,
"actorName": null,
"fromId": null,
"fromName": null,
"actorTrueName": null,
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "Created",
"serviceSessionExt": "{\"fromAgentCallback\":false,\"sessionCreateType\":\"fromRoutingPolicy\",\"routingToRobot\":false,\"queueName\":\"未分组\"}",
"createDateTime": "2021-05-10 18:19:53",
"timeStamp": null
},
{
"eventId": "0e2dedcb-8f2b-400e-b1f2-8f489f041bdb",
"serviceSessionId": "e4bd2cb2-d95d-4db6-85c7-5bf83b559d58",
"tenantId": 29676,
"actorId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"actorName": "Admin昵称1",
"fromId": null,
"fromName": null,
"actorTrueName": "Admin姓名",
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "Opened",
"serviceSessionExt": null,
"createDateTime": "2021-05-10 18:20:08",
"timeStamp": null
},
{
"eventId": "e6e3c589-d6b4-498a-9dd0-caf5104fc47a",
"serviceSessionId": "e4bd2cb2-d95d-4db6-85c7-5bf83b559d58",
"tenantId": 29676,
"actorId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"actorName": "Admin昵称1",
"fromId": null,
"fromName": null,
"actorTrueName": "Admin姓名",
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "FirstReplyTime",
"serviceSessionExt": null,
"createDateTime": "2021-05-10 18:20:11",
"timeStamp": null
},
{
"eventId": "836e7ff4-921f-4a79-b494-d5ffeeeb869e",
"serviceSessionId": "e4bd2cb2-d95d-4db6-85c7-5bf83b559d58",
"tenantId": 29676,
"actorId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"actorName": "Admin昵称1",
"fromId": null,
"fromName": null,
"actorTrueName": "Admin姓名",
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "Closed",
"serviceSessionExt": null,
"createDateTime": "2021-05-10 18:24:29",
"timeStamp": null
}
],
"enquiryTagNames": "未解决",
"serviceSessionAttribute": {}
},
{
"serviceSessionId": "55e34279-8a1c-4863-aa66-896fdd80b2ee",
"tenantId": 29676,
"techChannelId": 23293,
"queueId": 161557,
"state": "Terminal",
"chatGroupId": 4611717,
"messageSeqId": 15,
"agentUserId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"agentUserNiceName": "Admin昵称1",
"agentUserType": 1,
"createDatetime": "2021-05-10 11:17:16",
"startDateTime": "2021-05-10 11:17:26",
"agentLastMessageDate": "2021-05-10 11:20:03",
"stopDateTime": "2021-05-10 11:20:09",
"techChannelType": "easemob",
"enquirySummary": "0",
"enquiryDegree": "0",
"resolutionScore": "0",
"resolutionScore2": "0",
"consultResult": "1",
"invited": false,
"visitorLeaveTime": "2021-05-10 11:20:18",
"techChannelName": "体验关联",
"originType": [
"webim"
],
"visitorUser": {
"userId": "49440425-ac26-45df-9bf1-11bf39ca74af",
"nicename": "webim-visitor-CKFR3YEGFB2Q672V8W4P",
"username": "webim-visitor-CKFR3YEGFB2Q672V8W4P"
},
"customer": {
"customerId": "5d513e47-0628-4c25-85f3-76627b26ceea",
"customerNiceName": "webim-visitor-CKFR3YEGFB2Q672V8W4P",
"customerTrueName": null
},
"fromAgentCallback": false,
"transfered": true,
"agentUserSet": [
{
"userId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"username": "15010965776@163.com",
"nicename": "Admin昵称1",
"trueName": "Admin姓名",
"tenantId": "29676"
},
{
"userId": "18c8af0f-5891-4a36-ad49-90fb612d3b8b",
"username": "qu1@1.com",
"nicename": "qu1@1.com昵称",
"trueName": "qu1@1.com姓名",
"tenantId": "29676"
}
],
"agentUserList": [
{
"userId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"username": "15010965776@163.com",
"nicename": "Admin昵称1",
"trueName": "Admin姓名",
"tenantId": "29676"
},
{
"userId": "18c8af0f-5891-4a36-ad49-90fb612d3b8b",
"username": "qu1@1.com",
"nicename": "qu1@1.com昵称",
"trueName": "qu1@1.com姓名",
"tenantId": "29676"
},
{
"userId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"username": "15010965776@163.com",
"nicename": "Admin昵称1",
"trueName": "Admin姓名",
"tenantId": "29676"
}
],
"agentQueueSet": [
{
"queueId": "164924",
"queueName": "第一技能组",
"queueType": "QueueNormal",
"tenantId": 29676
}
],
"agentQueueList": [
{
"queueId": "164924",
"queueName": "第一技能组",
"queueType": "QueueNormal",
"tenantId": 29676
}
],
"serviceSessionEventHistoryList": [
{
"eventId": "06fed1c4-fbe2-4ac8-87d6-2d07c340db13",
"serviceSessionId": "55e34279-8a1c-4863-aa66-896fdd80b2ee",
"tenantId": 29676,
"actorId": null,
"actorName": null,
"fromId": null,
"fromName": null,
"actorTrueName": null,
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "Created",
"serviceSessionExt": "{\"fromAgentCallback\":false,\"routingPolicyType\":\"Channel\",\"sessionCreateType\":\"fromRoutingPolicy\",\"routingToRobot\":false,\"queueName\":\"第一技能组\"}",
"createDateTime": "2021-05-10 11:17:16",
"timeStamp": null
},
{
"eventId": "d34d7ddf-b1e9-4630-a9bb-5b34eae38e17",
"serviceSessionId": "55e34279-8a1c-4863-aa66-896fdd80b2ee",
"tenantId": 29676,
"actorId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"actorName": "Admin昵称1",
"fromId": null,
"fromName": null,
"actorTrueName": "Admin姓名",
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "Opened",
"serviceSessionExt": null,
"createDateTime": "2021-05-10 11:17:26",
"timeStamp": null
},
{
"eventId": "55c7cabe-9ef9-4572-923f-69c48788866f",
"serviceSessionId": "55e34279-8a1c-4863-aa66-896fdd80b2ee",
"tenantId": 29676,
"actorId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"actorName": "Admin昵称1",
"fromId": null,
"fromName": null,
"actorTrueName": "Admin姓名",
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "FirstReplyTime",
"serviceSessionExt": null,
"createDateTime": "2021-05-10 11:17:27",
"timeStamp": null
},
{
"eventId": "eb7ab5ba-64a9-4aad-a516-16e2d6acbfa1",
"serviceSessionId": "55e34279-8a1c-4863-aa66-896fdd80b2ee",
"tenantId": 29676,
"actorId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"actorName": "Admin昵称1",
"fromId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"fromName": "Admin姓名",
"actorTrueName": "Admin姓名",
"fromState": "Processing",
"toId": "18c8af0f-5891-4a36-ad49-90fb612d3b8b",
"toName": "qu1@1.com姓名",
"toState": "Processing",
"type": "TransferAA",
"serviceSessionExt": null,
"createDateTime": "2021-05-10 11:17:45",
"timeStamp": null
},
{
"eventId": "fb8478a5-2506-4759-b70b-2cfd2fe4a105",
"serviceSessionId": "55e34279-8a1c-4863-aa66-896fdd80b2ee",
"tenantId": 29676,
"actorId": "18c8af0f-5891-4a36-ad49-90fb612d3b8b",
"actorName": "qu1@1.com昵称",
"fromId": "18c8af0f-5891-4a36-ad49-90fb612d3b8b",
"fromName": "qu1@1.com姓名",
"actorTrueName": "qu1@1.com姓名",
"fromState": "Processing",
"toId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"toName": "Admin姓名",
"toState": "Processing",
"type": "TransferAA",
"serviceSessionExt": null,
"createDateTime": "2021-05-10 11:19:29",
"timeStamp": null
},
{
"eventId": "6d1f1823-ca5d-48bc-8c04-42abd02fa0ea",
"serviceSessionId": "55e34279-8a1c-4863-aa66-896fdd80b2ee",
"tenantId": 29676,
"actorId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
"actorName": "Admin昵称1",
"fromId": null,
"fromName": null,
"actorTrueName": "Admin姓名",
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "Closed",
"serviceSessionExt": null,
"createDateTime": "2021-05-10 11:20:09",
"timeStamp": null
}
],
"serviceSessionAttribute": {
"referer": "https://029676.kefu.sh.absoloop.com/mo/admin/webapp/channels/web",
"searchType": "直接访问",
"ip": "211.157.146.18",
"userAgent": "Mozilla/5.0 (X11; Linux x86_64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/88.0.4324.182 Safari/537.36",
"region": "中国,北京,北京"
}
}
]
}
}
Response示例02：
{
"status": "OK",
"entity": {
"total_entries": 2,
"items": [{
"serviceSessionId": "ddcaa920-68cf-11ef-be3d-09a4110c0aac",
"tenantId": 99501,
"techChannelId": 157861,
"queueId": 276601,
"chatGroupId": 602362464,
"messageSeqId": 22,
"agentUserId": "bd364c8a-926c-4a43-8866-91f41dca9ee4",
"agentUserNiceName": "dyj@99501.com-昵称",
"agentUserType": 1,
"createDatetime": "2024-09-02 10:05:46",
"startDateTime": "2024-09-02 10:05:46",
"agentLastMessageDate": "2024-09-02 10:09:02",
"stopDateTime": "2024-09-02 10:09:09",
"techChannelType": "easemob",
"summarys": [
[{
"id": 1239133,
"name": "问题咨询",
"color": 1532742911,
"parentId": 0
},
{
"id": 1239134,
"name": "咨询01",
"color": 255,
"parentId": 1239133
}
],
[{
"id": 1239133,
"name": "问题咨询",
"color": 1532742911,
"parentId": 0
},
{
"id": 1239135,
"name": "咨询02",
"color": 255,
"parentId": 1239133
}
],
[{
"id": 1239137,
"name": "投诉建议",
"color": 464055807,
"parentId": 0
},
{
"id": 1239139,
"name": "Hardware failure11",
"color": 255,
"parentId": 1239137
}
],
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"msgId": "e7c6fa6a-6662-11ef-9c4d-4733d2958912",
"fromType": "Visitor",
"fromUserId": "e4d558b0-6662-11ef-93c5-81ad91a6354e",
"fromNicename": "河南省郑州市电信客户2024.08.30",
"createDateTime": "2024-08-30 08:00:45",
"message": "转人工"
},
{
"msgId": "e5f87bf0-6662-11ef-8e1c-e3d72733bc94",
"fromType": "Robot",
"fromUserId": "f7b2bcab-5669-4745-8448-d8f72ab84950",
"fromNicename": "WeiTeng",
"createDateTime": "2024-08-30 08:00:42",
"message": ""
},
{
"msgId": "e5f52090-6662-11ef-ae5a-572f49e566da",
"fromType": "Robot",
"fromUserId": "f7b2bcab-5669-4745-8448-d8f72ab84950",
"fromNicename": "WeiTeng",
"createDateTime": "2024-08-30 08:00:42",
"message": "我是未知问第一次"
},
{
"msgId": "e50939f0-6662-11ef-980a-bdd9601f0c4e",
"fromType": "Scheduler",
"fromUserId": "_2",
"fromNicename": "系统客服",
"createDateTime": "2024-08-30 08:00:40",
"message": null
},
{
"msgId": "e503468a-6662-11ef-bbdb-01d384efc7aa",
"fromType": "Scheduler",
"fromUserId": "_2",
"fromNicename": "系统客服",
"createDateTime": "2024-08-30 08:00:40",
"message": null
},
{
"msgId": "e501e6f0-6662-11ef-82c6-3b22443b131b",
"fromType": "Visitor",
"fromUserId": "e4d558b0-6662-11ef-93c5-81ad91a6354e",
"fromNicename": "河南省郑州市电信客户2024.08.30",
"createDateTime": "2024-08-30 08:00:40",
"message": "23423"
}
],
"agentUserSet": [{
"userId": "f7b2bcab-5669-4745-8448-d8f72ab84950",
"username": "robot@504311493.com",
"nicename": "WeiTeng",
"trueName": "",
"tenantId": "99501"
},
{
"userId": "bd364c8a-926c-4a43-8866-91f41dca9ee4",
"username": "dyj@99501.com",
"nicename": "dyj@99501.com-昵称",
"trueName": "dyj@99501.com-姓名",
"tenantId": "99501"
}
],
"agentUserList": [{
"userId": "f7b2bcab-5669-4745-8448-d8f72ab84950",
"username": "robot@504311493.com",
"nicename": "WeiTeng",
"trueName": "",
"tenantId": "99501"
},
{
"userId": "bd364c8a-926c-4a43-8866-91f41dca9ee4",
"username": "dyj@99501.com",
"nicename": "dyj@99501.com-昵称",
"trueName": "dyj@99501.com-姓名",
"tenantId": "99501"
}
],
"agentQueueSet": [{
"queueId": "276601",
"queueName": "售前技能组",
"queueType": "QueueNormal",
"tenantId": 99501
},
{
"queueId": "226073",
"queueName": "未分组",
"queueType": "QueueNormal",
"tenantId": 99501
}
],
"agentQueueList": [{
"queueId": "226073",
"queueName": "未分组",
"queueType": "QueueNormal",
"tenantId": 99501
},
{
"queueId": "276601",
"queueName": "售前技能组",
"queueType": "QueueNormal",
"tenantId": 99501
}
],
"specialFlag": false,
"visitorDuration": 266703,
"serviceSessionEventHistoryList": [{
"eventId": "e5036d90-6662-11ef-9dd5-3f14916637aa",
"serviceSessionId": "e4e8e0b0-6662-11ef-99fa-6fa344371375",
"tenantId": 99501,
"actorId": "f7b2bcab-5669-4745-8448-d8f72ab84950",
"actorName": "WeiTeng",
"fromId": null,
"fromName": null,
"actorTrueName": "WeiTeng",
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "Opened",
"serviceSessionExt": null,
"createDateTime": "2024-08-30 08:00:40",
"timeStamp": null
},
{
"eventId": "e4ff4eea-6662-11ef-b9cc-5958f30038b0",
"serviceSessionId": "e4e8e0b0-6662-11ef-99fa-6fa344371375",
"tenantId": 99501,
"actorId": null,
"actorName": null,
"fromId": null,
"fromName": null,
"actorTrueName": null,
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "Created",
"serviceSessionExt": "{\"fromAgentCallback\":false,\"routingPolicyType\":\"Channel\",\"sessionCreateType\":\"fromRoutingPolicy\",\"routingToRobot\":true,\"visitorActive\":false}",
"createDateTime": "2024-08-30 08:00:40",
"timeStamp": null
},
{
"eventId": "ea99a260-6662-11ef-99f7-bf6e4982c43f",
"serviceSessionId": "e4e8e0b0-6662-11ef-99fa-6fa344371375",
"tenantId": 99501,
"actorId": "f7b2bcab-5669-4745-8448-d8f72ab84950",
"actorName": "WeiTeng",
"fromId": "f7b2bcab-5669-4745-8448-d8f72ab84950",
"fromName": "",
"actorTrueName": "",
"fromState": "Processing",
"toId": "276601",
"toName": "售前技能组",
"toState": "Wait",
"type": "TransferRQ",
"serviceSessionExt": null,
"createDateTime": "2024-08-30 08:00:50",
"timeStamp": null
},
{
"eventId": "ee0afb60-6662-11ef-8087-158bc74452d4",
"serviceSessionId": "e4e8e0b0-6662-11ef-99fa-6fa344371375",
"tenantId": 99501,
"actorId": "bd364c8a-926c-4a43-8866-91f41dca9ee4",
"actorName": "dyj@99501.com-昵称",
"fromId": "bd364c8a-926c-4a43-8866-91f41dca9ee4",
"fromName": "dyj@99501.com-姓名",
"actorTrueName": "dyj@99501.com-姓名",
"fromState": "Processing",
"toId": null,
"toName": null,
"toState": null,
"type": "Opened",
"serviceSessionExt": null,
"createDateTime": "2024-08-30 08:00:55",
"timeStamp": null
},
{
"eventId": "f007198a-6662-11ef-9877-5baed327fada",
"serviceSessionId": "e4e8e0b0-6662-11ef-99fa-6fa344371375",
"tenantId": 99501,
"actorId": "bd364c8a-926c-4a43-8866-91f41dca9ee4",
"actorName": "dyj@99501.com-昵称",
"fromId": null,
"fromName": null,
"actorTrueName": "dyj@99501.com-姓名",
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "FirstReplyTime",
"serviceSessionExt": null,
"createDateTime": "2024-08-30 08:00:58",
"timeStamp": null
},
{
"eventId": "dc68a820-68cf-11ef-9f81-fbb8e8b6f786",
"serviceSessionId": "e4e8e0b0-6662-11ef-99fa-6fa344371375",
"tenantId": 99501,
"actorId": "bd364c8a-926c-4a43-8866-91f41dca9ee4",
"actorName": "dyj@99501.com-昵称",
"fromId": null,
"fromName": null,
"actorTrueName": "dyj@99501.com-姓名",
"fromState": null,
"toId": null,
"toName": null,
"toState": null,
"type": "Closed",
"serviceSessionExt": null,
"createDateTime": "2024-09-02 10:05:43",
"timeStamp": null
}
],
"summarysDetail": "投诉建议-System failure",
"serviceSessionAttribute": {
"referer": "https://99501.sh.absoloop.com/mo/admin/webapp/channels/web",
"searchType": "直接访问",
"ip": "123.52.18.222",
"userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/128.0.0.0 Safari/537.36 Edg/128.0.0.0",
"region": "中国-河南省-郑州市-电信"
}
}
]
}
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| total_entries | int | 查询到的历史会话条数 |
| serviceSessionId | String | 会话ID |
| tenantId | int | 租户ID |
| techChannelId | int | 关联ID |
| queueId | int | 技能组ID |
| state | String | 会话状态 ，会话状态包含的是Wait(排队中)、Processing(进行中)、Terminal(已关闭) |
| chatGroupId | int | 访客的群组ID |
| messageSeqId | int | 最大消息序列自增标记 |
| agentUserId | String | 坐席ID |
| agentUserNiceName | String | 坐席昵称 |
| agentUserTrueName | String | 真实姓名 |
| agentUserType | String | 坐席类型 |
| createDatetime | String | 会话创建时间 |
| startDateTime | String | 会话接起时间 |
| agentLastMessageDate | String | 坐席最后一条消息的时间 |
| stopDateTime | String | 会话结束时间 |
| techChannelType | String | 关联类型 |
| (summarys) id | int | 会话标签ID |
| (summarys) name | String | 会话标签名称 |
| (summarys) color | int | 会话标签颜色 |
| (summarys) parentId | int | 会话标签的父节点ID |
| enquirySummary | String | 客户满意度评价 |
| enquiryDetail | String | 客户满意度评价详情内容，为访客自行填写的评价文字内容 |
| techChannelName | String | 关联名称 |
| originType | String | 渠道类型 网页:webim，APP：app，微信渠道weixin,微博为weibo，呼叫中心：phone |
| comment | String | 会话备注 |
| (visitorUser) userId | String | 访客ID |
| (visitorUser) nicename | String | 访客昵称 |
| (visitorUser) username | String | 访客的用户名 |
| (customer) customerId | String | 客户ID |
| (customer) customerNiceName | String | 客户昵称 |
| (customer) customerTrueName | String | 客户的真实姓名 |
| messageDetail | String | 消息详情 |
| recordFileUrl | String | 话单录音文件名 |
| fromAgentCallback | boolean | 会话类型 回呼：true 呼入：false |
| transfered | boolean | 是否转接 是：true 不是：false |
| visitorUserTags | String | 访客标签 |
| enquiryTags | String | 满意度评价标签，此标签为管理员自定义的标签，支持多选 |
| chatMessages | String | 聊天消息 |
| lastChatMessage | String | 最后一条消息 |
| (agentUserSet) userId | String | 坐席ID |
| (agentUserSet) username | String | 坐席账号（邮箱） |
| (agentUserSet) nicename | String | 坐席昵称 |
| (agentUserSet) trueName | String | 坐席的真实姓名 |
| (agentUserSet) tenantId | String | 坐席的租户ID |
| agentQueueSet | String | 会话归属的技能组 |
| enquiryTagNames | String | 满意度评价标签的名字 |
| summarysDetail | String | 会话小结文本内容 |
| serviceSessionEventHistoryList | 会话流转事件 | |
| eventId | String | 事件Id |
| serviceSessionId | String | 会话Id |
| tenantId | String | 租户Id |
| actorId | String | 操作人Id |
| actorName | String | 操作人昵称 |
| fromId | String | 转接自（操作人Id） |
| fromName | String | 转接自（操作人昵称） |
| actorTrueName | String | 操作人姓名 |
| fromState | String | 操作前状态 |
| toId | String | 转接用户Id |
| toName | String | 转接用户姓名 |
| toState | String | 操作后状态 |
| type | String | 事件类型：Created-创建，Opened-接起，FirstReplyTime-首次响应，Transfer转接（AA-坐席转坐席，AQ-坐席转技能组，QA-技能组转坐席，QQ-技能组转技能组，RA-机器人转坐席，RQ-机器人转技能组），Closed-关闭，Aborted-待接入会话关闭 |
| serviceSessionExt | 会话相关事件的详细信息 | |
| fromAgentCallback | boolean | 用于记录会话创建事件，会话是否是回呼 |
| assignedAgent | String | 用于记录会话创建事件，记录会话是否指定坐席（指定：坐席的username， 未指定：null） |
| routingPolicyType | String | 用于记录会话创建事件，会话路由信息(UserSpecifiedChannel：入口指定，ChannelData：关联指定，Channel：渠道指定， OfficialAccount：服务号指定，SpecialIdentity：特殊身份指定，Default：默认指定) |
| sessionCreateType | String | 会话创建的方式( “fromAgentCallback”, “fromAassignedAgent”, “fromRoutingPolicy”) |
| routingToRobot | boolean | 是否路由到机器人 |
| queueName | String | 路由到技能组的名称 |
| createDateTime | String | 事件时间 |
| timeStamp | String | 可忽略 |
| (serviceSessionAttribute) carrierOperator | String | 运营商 |
| (serviceSessionAttribute)referer | String | 来源信息 |
| (serviceSessionAttribute)system | String | 操作系统 |
| (serviceSessionAttribute)userAgent | String | 软件环境 |
| (serviceSessionAttribute)version | String | 系统版本 |
| (serviceSessionAttribute)searchType | String | 推广来源 |
| (serviceSessionAttribute)accessUrl | String | 着陆页 |
| (serviceSessionAttribute)ip | String | IP |
| (serviceSessionAttribute)equipment | String | 设备 |
| (serviceSessionAttribute)region | String | 地区 |
| (serviceSessionAttribute)equipment | keyword | 搜索词 |
获取历史会话详情
根据会话ID查询历史会话对话内容详情。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/servicesessions/{sessionServiceId}/messages
- HTTP Method: GET
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例：
curl --request GET \
--url 'http://kefu.sh.absoloop.com/api/platform/tenants/8019/servicesessions/05303239-dd9e-4afe-bf69-92469da17612/messages?page=0&size=10&_=1561514960554' \
--header 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| sessionServiceId | String | Y | 会话ID |
| page | int | N | 查询页码索引,默认为0 |
| size | int | N | 每页显示的数据容量，默认为10，最大为50 |
Response示例：
{
"status": "OK",
"entities": [
{
"msgId": "332d6236-df15-46e9-b4e8-7b797351264b",
"tenantId": 55899,
"chatGroupId": 118488700,
"sessionServiceId": "f109dbe1-bf97-4562-9627-8acb30957181",
"messageType": "ChatMessage",
"fromUser": {
"tenantId": 0,
"userId": "_2",
"userType": "Scheduler",
"userScope": "Tenant",
"nicename": "调度员",
"scope": "Tenant",
"bizId": "0",
"status": "Disable",
"roles": ""
},
"contentType": "application/easemob-msg",
"body": {
"bodies": [
{
"action": "ServiceSessionClosedEvent",
"type": "cmd"
}
],
"ext": {
"weichat": {
"msgId": "332d6236-df15-46e9-b4e8-7b797351264b",
"originType": "webim",
"agent": {},
"queueId": 95953,
"queueName": "售前",
"event": {
"eventName": "ServiceSessionClosedEvent"
},
"service_session": {
"serviceSessionId": "f109dbe1-bf97-4562-9627-8acb30957181",
"robotId": 0,
"state": "Terminal",
"messageSeqId": 4,
"agentUserId": "56a353b5-453b-4ecb-a3c3-4bf0f00e24b9",
"agentUserType": 1,
"expire": false
},
"official_account": {
"official_account_id": "da4f72df-e405-486d-b153-cf7b203b6769",
"name": "个人-7",
"type": "SYSTEM",
"img": "//kefu.sh.absoloop.com/v1/tenants/55899/mediafiles/c08adf10-b217-4b81-95ca-1f8345e4d6186ZSu55uYLmpwZw==/cutout?arg=699_291_1865_1865_300_300",
"schedule_info": {}
}
}
},
"from": "调度员",
"to": "webim-visitor-KTTG7XMBG9P482C93HCP",
"channelType": "easemob",
"timestamp": 1556174648179,
"tenantId": 55899,
"visitorUserId": "94a6efed-38d1-45cd-a784-41e94df55186",
"originType": "webim",
"channel_id": 81029
},
"chatGroupSeqId": 55,
"sessionServiceSeqId": 0,
"createDateTime": 1556174648179,
"timestamp": 1559133258854,
"createMicroTimestamp": 1556174648179000
},
{
"msgId": "9b9bcb78-e257-46bd-bddc-df271af229db",
"tenantId": 55899,
"chatGroupId": 118488700,
"sessionServiceId": "f109dbe1-bf97-4562-9627-8acb30957181",
"messageType": "ChatMessage",
"fromUser": {
"tenantId": 0,
"userId": "_2",
"userType": "Scheduler",
"userScope": "Tenant",
"nicename": "调度员",
"scope": "Tenant",
"bizId": "0",
"status": "Disable",
"roles": ""
},
"contentType": "application/easemob-msg",
"body": {
"bodies": [
{
"action": "ServiceSessionOpenedEvent",
"type": "cmd"
}
],
"ext": {
"weichat": {
"msgId": "9b9bcb78-e257-46bd-bddc-df271af229db",
"originType": "webim",
"agent": {},
"queueId": 95953,
"queueName": "售前",
"event": {
"eventName": "ServiceSessionOpenedEvent",
"eventObj": {
"userId": "56a353b5-453b-4ecb-a3c3-4bf0f00e24b9",
"agentUserNiceName": "xu8",
"agentType": 1,
"sessionId": "f109dbe1-bf97-4562-9627-8acb30957181"
}
},
"service_session": {
"serviceSessionId": "f109dbe1-bf97-4562-9627-8acb30957181",
"robotId": 0,
"state": "Processing",
"messageSeqId": 3,
"agentUserId": "56a353b5-453b-4ecb-a3c3-4bf0f00e24b9",
"agentUserType": 1,
"expire": false
},
"official_account": {
"official_account_id": "da4f72df-e405-486d-b153-cf7b203b6769",
"name": "个人-7",
"type": "SYSTEM",
"img": "//kefu.sh.absoloop.com/v1/tenants/55899/mediafiles/c08adf10-b217-4b81-95ca-1f8345e4d6186ZSu55uYLmpwZw==/cutout?arg=699_291_1865_1865_300_300",
"schedule_info": {}
}
}
},
"from": "调度员",
"to": "webim-visitor-KTTG7XMBG9P482C93HCP",
"channelType": "easemob",
"timestamp": 1556174639110,
"tenantId": 55899,
"visitorUserId": "94a6efed-38d1-45cd-a784-41e94df55186",
"originType": "webim",
"channel_id": 81029
},
"chatGroupSeqId": 54,
"sessionServiceSeqId": 0,
"createDateTime": 1556174639110,
"timestamp": 1559133258854,
"createMicroTimestamp": 1556174639110000
},
{
"msgId": "aa4ab60b-5534-4327-bc58-8b8064b925cb",
"tenantId": 55899,
"chatGroupId": 118488700,
"sessionServiceId": "f109dbe1-bf97-4562-9627-8acb30957181",
"messageType": "ChatMessage",
"fromUser": {
"tenantId": 0,
"userId": "_2",
"userType": "Scheduler",
"userScope": "Tenant",
"nicename": "调度员",
"scope": "Tenant",
"bizId": "0",
"status": "Disable",
"roles": ""
},
"contentType": "application/easemob-msg",
"body": {
"bodies": [
{
"action": "ServiceSessionCreatedEvent",
"type": "cmd"
}
],
"ext": {
"weichat": {
"msgId": "aa4ab60b-5534-4327-bc58-8b8064b925cb",
"originType": "webim",
"agent": {},
"queueId": 95953,
"queueName": "售前",
"event": {
"eventName": "ServiceSessionCreatedEvent",
"eventObj": {
"sessionId": "f109dbe1-bf97-4562-9627-8acb30957181"
}
},
"service_session": {
"serviceSessionId": "f109dbe1-bf97-4562-9627-8acb30957181",
"robotId": 0,
"state": "Processing",
"messageSeqId": 2,
"agentUserId": "56a353b5-453b-4ecb-a3c3-4bf0f00e24b9",
"agentUserType": 1,
"expire": false
},
"official_account": {
"official_account_id": "da4f72df-e405-486d-b153-cf7b203b6769",
"name": "个人-7",
"type": "SYSTEM",
"img": "//kefu.sh.absoloop.com/v1/tenants/55899/mediafiles/c08adf10-b217-4b81-95ca-1f8345e4d6186ZSu55uYLmpwZw==/cutout?arg=699_291_1865_1865_300_300",
"schedule_info": {}
}
}
},
"from": "调度员",
"to": "webim-visitor-KTTG7XMBG9P482C93HCP",
"channelType": "easemob",
"timestamp": 1556174638984,
"tenantId": 55899,
"visitorUserId": "94a6efed-38d1-45cd-a784-41e94df55186",
"originType": "webim",
"channel_id": 81029
},
"chatGroupSeqId": 53,
"sessionServiceSeqId": 0,
"createDateTime": 1556174638984,
"timestamp": 1559133258854,
"createMicroTimestamp": 1556174638984000
},
{
"msgId": "44b5e9fe-40eb-42ed-b93b-6545404ddb74",
"tenantId": 55899,
"chatGroupId": 118488700,
"sessionServiceId": "f109dbe1-bf97-4562-9627-8acb30957181",
"messageType": "ChatMessage",
"fromUser": {
"tenantId": 0,
"userId": "_2",
"userType": "Scheduler",
"userScope": "Tenant",
"nicename": "调度员",
"scope": "Tenant",
"bizId": "0",
"status": "Disable",
"roles": ""
},
"contentType": "application/easemob-msg",
"body": {
"bodies": [
{
"msg": "您好，有什么可以帮助您的吗？",
"type": "txt"
}
],
"ext": {
"weichat": {
"msgId": "44b5e9fe-40eb-42ed-b93b-6545404ddb74",
"originType": "webim",
"visitor": null,
"agent": {
"avatar": null,
"userNickname": null
},
"queueId": 95953,
"queueName": "售前",
"agentUsername": null,
"ctrlType": null,
"ctrlArgs": null,
"event": null,
"metadata": null,
"callcenter": null,
"language": "zh-CN",
"marketing": null,
"service_session": {
"serviceSessionId": "f109dbe1-bf97-4562-9627-8acb30957181",
"robotId": 0,
"state": "Processing",
"messageSeqId": 1,
"agentUserId": "56a353b5-453b-4ecb-a3c3-4bf0f00e24b9",
"agentUserType": 1,
"expire": false
},
"html_safe_body": {
"type": "txt",
"msg": "您好，有什么可以帮助您的吗？"
},
"msg_id_for_ack": "94086d60-e8dc-45db-94ae-f96087bb1f1d",
"ack_for_msg_id": null,
"recall_flag": null,
"recall_msg_id": null,
"official_account": {
"official_account_id": "da4f72df-e405-486d-b153-cf7b203b6769",
"name": "个人-7",
"type": "SYSTEM",
"img": "//kefu.sh.absoloop.com/v1/tenants/55899/mediafiles/c08adf10-b217-4b81-95ca-1f8345e4d6186ZSu55uYLmpwZw==/cutout?arg=699_291_1865_1865_300_300",
"schedule_info": {}
},
"reserve_queue": null,
"match_flag": null
}
},
"from": "调度员",
"to": "webim-visitor-KTTG7XMBG9P482C93HCP",
"channelType": "easemob",
"timestamp": 1556174638854,
"tenantId": 55899,
"visitorUserId": "94a6efed-38d1-45cd-a784-41e94df55186",
"originType": "webim",
"channel_id": 81029
},
"chatGroupSeqId": 52,
"sessionServiceSeqId": 0,
"createDateTime": 1556174638854,
"timestamp": 1559133258854,
"createMicroTimestamp": 1556174638854000
},
{
"msgId": "45159d25-68ce-4b91-84f1-8e9fb918d0fb",
"tenantId": 55899,
"chatGroupId": 118488700,
"sessionServiceId": "f109dbe1-bf97-4562-9627-8acb30957181",
"messageType": "ChatMessage",
"fromUser": {
"tenantId": 0,
"userId": "94a6efed-38d1-45cd-a784-41e94df55186",
"userType": "Visitor",
"userScope": "Tenant",
"nicename": "webim-visitor-KTTG7XMBG9P482C93HCP",
"scope": "Tenant",
"bizId": "0",
"status": "Disable",
"roles": ""
},
"contentType": "application/easemob-msg",
"body": {
"bodies": [
{
"msg": "cdasc",
"type": "txt"
}
],
"ext": {
"weichat": {
"msgId": "45159d25-68ce-4b91-84f1-8e9fb918d0fb",
"originType": "webim",
"visitor": null,
"agent": null,
"queueId": null,
"queueName": null,
"agentUsername": null,
"ctrlType": null,
"ctrlArgs": null,
"event": null,
"metadata": null,
"callcenter": null,
"language": "zh-CN",
"marketing": null,
"service_session": null,
"html_safe_body": {
"type": "txt",
"msg": "cdasc"
},
"msg_id_for_ack": "94086d60-e8dc-45db-94ae-f96087bb1f1d",
"ack_for_msg_id": null,
"recall_flag": null,
"recall_msg_id": null,
"official_account": {
"official_account_id": "da4f72df-e405-486d-b153-cf7b203b6769",
"name": "个人-7",
"type": "SYSTEM",
"img": "//kefu.sh.absoloop.com/v1/tenants/55899/mediafiles/c08adf10-b217-4b81-95ca-1f8345e4d6186ZSu55uYLmpwZw==/cutout?arg=699_291_1865_1865_300_300",
"schedule_info": {}
},
"reserve_queue": null,
"match_flag": null
}
},
"from": "webim-visitor-KTTG7XMBG9P482C93HCP",
"to": "169704",
"channelType": "easemob",
"timestamp": 1556174638385,
"tenantId": 55899,
"serviceSessionId": "f109dbe1-bf97-4562-9627-8acb30957181",
"visitorUserId": "94a6efed-38d1-45cd-a784-41e94df55186",
"originType": "webim",
"to_jid": "experience-kefu#sandbox_169704@easemob.com",
"msg_id": "595324722682528396",
"channel_id": 81029,
"channel_name": "体验关联"
},
"chatGroupSeqId": 51,
"sessionServiceSeqId": 0,
"createDateTime": 1556174638745,
"timestamp": 1559133258854,
"createMicroTimestamp": 1556174638745000
}
],
"first": true,
"last": true,
"size": 10,
"number": 0,
"numberOfElements": 5,
"totalPages": 1,
"totalElements": 5
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| msgId | String | 消息Id |
| tenantId | Integer | 租户Id |
| sessionServiceId | String | 会话Id |
| messageType | String | 消息类型 |
| (fromUser)tenantId | Integer | 租户Id |
| (fromUser)userId | String | Id |
| (fromUser)userType | String | 类型 |
| (fromUser)userScope | String | 用户层级 |
| (fromUser)nicename | String | 昵称 |
| (fromUser)scope | String | 用户层级 |
| (fromUser)bizId | String | 租户Id |
| (fromUser)status | String | 用户状态 |
| contentType | String | 消息内容类型 |
| (bodies) | String | 事件名称 |
| (bodies) | String | 消息类型 |
| (ext.weichat)msgId | String | 消息Id |
| (ext.weichat)originType | String | 渠道类型 |
| (ext.weichat)queueId | Long | 技能组Id |
| (ext.weichat)queueName | String | 技能组名称 |
| (ext.weichat.event.eventName) | String | 事件名 |
| (ext.weichat.service_session)serviceSessionId | String | 会话Id |
| (ext.weichat.service_session)robotId | Integer | 机器人Id |
| (ext.weichat.service_session)state | String | 会话状态 |
| (ext.weichat.service_session)messageSeqId | Long | 最大消息序列自增标记 ，注：messageSeqId 不代表完整消息数，其特殊情况下，messageSeqId 可能会有重复情况 |
| (ext.weichat.service_session)agentUserId | String | 坐席Id |
| (ext.weichat.service_session)agentUserType | Integer | 坐席类型 |
| (ext.weichat.service_session)expire | Boolean | 会话是否过期 |
| (ext.weichat.service_session)categoryId | Integer | 标识该会话是否只有无效的访客消息 |
| (ext.weichat.hide_flag) | Boolean | 消息是否上屏 |
| (body)from | String | 发送者昵称 |
| (body)to | String | 接受者昵称 |
| (body)channelType | String | 关联类型 |
| (body)timestamp | Date | 时间戳 |
| (body)tenantId | Integer | 租户Id |
| (body)visitorUserId | String | 访客Id |
| (body)originType | String | 渠道类型 |
| (body)channel_id | Integer | 关联Id |
| first | Boolean | 是否为第一页 |
| last | Boolean | 是否为最后一页 |
| size | Integer | 页大小 |
| number | Integer | 页码 |
| numberOfElements | Integer | 当前页element数量 |
| totalPages | Integer | 总页数 |
| totalElements | Integer | 总个数 |
获取单条历史会话统计指标
根据租户ID和会话ID查询历史会话里关于会话的响应时长等统计数据，包含 坐席姓名、首次响应时长、会话时长、平均响应时长、最大响应时长等字段。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/servicesession/{serviceSessionId}/quality
- HTTP Method: GET
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例：
curl --request GET \
--url 'http://kefu.sh.absoloop.com/api/platform/tenants/78002/servicesession/df31a220-a004-11ef-a3a1-5124ecbca421/quality' \
--header 'Kefu-Token: a7f3d2bcb62721a3c67b8f567acfd553' \
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| serviceSessionId | String | Y | 会话ID |
Response示例：
{
"status": "OK",
"entities": [
{
"sessionId": "df31a220-a004-11ef-a3a1-5124ecbca421", // 会话id
"agentId": "ba4ad730-4fd5-11ef-a82e-09f43cdbdbc9", // 坐席id
"agentName": "WeiTeng大模型", // 坐席名称
"firstResTime": 0, // 首次响应时长
"workTime": 28, // 会话时长
"avgResTime": 0, // 平均响应时长
"maxResTime": 0 // 最大响应时长
},
{
"sessionId": "df31a220-a004-11ef-a3a1-5124ecbca421",
"agentId": "b15ac7b0-959f-11ef-be6f-eb99e19b6309",
"agentName": "xwp@78002.com",
"firstResTime": 10,
"workTime": 79,
"avgResTime": 10,
"maxResTime": 12
}
]
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| sessionId | String | 会话Id |
| agentId | String | 坐席id |
| agentName | String | 坐席名称 |
| firstResTime | Integer | 首次响应时长,单位是秒 |
| workTime | Integer | 会话时长,单位是秒 |
| avgResTime | Integer | 平均响应时长,单位是秒 |
| maxResTime | Integer | 最大响应时长,单位是秒 |
呼叫中心
获取历史通话列表
根据呼叫类型、通话时间、技能组、坐席、挂断原因、满意度评价等条件查询历史通话列表。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/calldetails
- HTTP Method: GET
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例：
curl --request GET \
--url 'http://kefu.sh.absoloop.com/api/platform/tenants/28994/calldetails?page=0&size=14&startTime=2019-11-10%2023:00:00&stopTime=2019-11-16%2023:00:00&contactType=Inbound&orderType=DESC&order=&contactDisposition=ALL&phoneNumber=&useStop=false&satisfaction=' \
--header 'Kefu-Token:a7f3d2bcb62721a3c67b8f567acfd553' \
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| page | int | N | 查询页码索引,默认为0，0代表查询第一页数据 |
| size | int | N | 每页显示的数据容量，默认为10，最大为50 |
| startTime | String | N | 通话时间(开始范围条件),时间格式 2018-06-16T23%3A59%3A59.000Z |
| stopTime | String | N | 通话时间(结束范围条件),时间格式 2018-06-16T23%3A59%3A59.000Z |
| contactType | String | N | 通话类型，取值：Inbound(呼入),Outbound(呼出),Back2Back(双呼),Internal(内部通话),多个条件以英文逗号隔开 |
| orderType | String | N | 排序方式，取值：ASC/DESC,默认DESC |
| contactDisposition | String | N | 挂断原因，取值：ALL(全部),Success(正常),NoAnswer(未接通),AbandonedInContactFlow(IVR中放弃),AbandonedInQueue(排队放弃),AbandonedRing(振铃放弃),QueueOverflow(排队超时),OneStepTransfer(转外线) |
| phoneNumber | String | N | 手机号码，同时检索主叫和被叫号码 |
| satisfaction | String | N | 满意度评价，取值：0(未发送),998(未评价),满意,一般,不满意 |
Response示例：
{
"status": "OK",
"entities": [
{
"id": "10301193-7c1a-4b9a-9285-164040c189b8",
"ccId": "d00842df-e406-4f32-9929-80b02f26e07c",
"contactId": "2561536188",
"staffId": "83162635-be49-486e-9334-d358276feda0",
"groupId": "e155be22-05ca-4535-89aa-ad3c8d358d45",
"labelId": null,
"visitorId": "fd07207a-d2d5-4dab-8637-800a27c526f9",
"contactType": "Inbound",
"contactDisposition": "Success",
"callingNumber": "18612390240",
"calledNumber": "02160556504",
"recordFileName": "157372327914600080309018.wav",
"province": "北京",
"city": "北京",
"duration": 22,
"validDuration":14,
"satisfaction": 0,
"satisfactionDesc": "未发送",
"startTime": 1573723266000,
"stopTime": 1573723288000,
"syncStartTime": 1573723266000,
"syncStopTime": 1573723288000,
"syncFlag": true,
"recordSyncFlag": 1,
"agentNames": "aliyun_cc_02",
"skillGroupNames": "沙箱技能组",
"visitor": {
"tenantId": 28994,
"userId": "fd07207a-d2d5-4dab-8637-800a27c526f9",
"createDateTime": 1543994461000,
"lastUpdateDateTime": 1563959840000,
"nickname": "18612390240",
"trueName": "大帅哥",
"sex": 0,
"qq": "260553619",
"weixin": "嘻嘻，喜闻乐见",
"email": "leoli@easemob.com",
"phone": "18612390240",
"companyName": "环信",
"description": "环信环信环信环信环信环信"
},
"evaluateContent": null,
"recordingDataList": [
{
"fileName": "157372327914600080309018.wav",
"startTime": 1573723279000
}
]
}
],
"first": true,
"last": true,
"number": 0,
"numberOfElements": 4,
"totalPages": 1,
"totalElements": 4
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| id | String | 通话记录ID |
| ccid | String | 呼叫中心实例ID |
| contactId | String | 通话ID |
| staffId | String | 客服ID |
| groupId | int | 技能组ID |
| labelId | int | 通话标签ID |
| visitorId | String | 访客环信ID |
| contactType | String | 通话类型 |
| contactDisposition | String | 挂断原因 |
| callingNumber | String | 主叫号码 |
| calledNumber | String | 被叫号码 |
| recordFileName | String | 通话录音文件名称 |
| province | String | 访客号码归属地-省 |
| city | String | 访客号码归属地-市 |
| duration | Int | 总通话时长 |
| validDuration | Int | 有效通话时长 |
| satisfaction | String | 满意度值 |
| satisfactionDesc | String | 满意度评价信息 |
| startTime | String | 通话开始时间 |
| stopTime | String | 通话结束时间 |
| syncFlag | Boolean | 通话详单生成标识，true为已生成 |
| recordSyncFlag | Integer | 录音生成标识，1为已生成，8为无录音 |
| agentNames | String | 客服昵称，若存在转接，则为多个 |
| skillGroupNames | String | 技能组名称 |
| tenantId | int | 租户ID |
| visitor访客信息 | ||
| userId | String | 访客ID |
| createDateTime | String | 创建时间 |
| lastUpdateDateTime | String | 更新时间 |
| nickname | String | 昵称 |
| trueName | String | 姓名 |
| sex | String | 性别 |
| String | ||
| weixin | String | 微信 |
| String | 邮箱 | |
| phone | String | 电话 |
| companyName | String | 公司名称 |
| description | String | 备注 |
| evaluateContent | String | 服务小结 |
| fileName | String | 录音文件名 |
| startTime | String | 录音开始时间 |
| first | boolean | 是否是第一页 |
| last | boolean | 是否是最后一页 |
| number | int | 当前页码 |
| numberOfElements | int | 当前页数据量 |
| totalPages | int | 总页数 |
| totalElements | int | 总数据量 |
获取通话录音
根据通话id查询通话录音。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/recording/{contactId}
- HTTP Method: GET
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例：
curl --request GET \
--url 'http://kefu.sh.absoloop.com/api/platform/tenants/20080/recording/3059753965' \
--header 'Kefu-Token:a7f3d2bcb62721a3c67b8f567acfd553' \
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| contactId | int | Y | 通话id |
Response示例：
{
"entity": [
{
"tenantId": 20080,
"ccId": "d00842df-e406-4f32-9929-80b02f26e07c",
"staffUsername": "gcy@easemob.com",
"staffNickname": "gcy@easemob.com",
"staffTruename": "gcy",
"fileName": "161519050124500080550386.wav",
"fileUrl": "http%3A%2F%2Fcloudcallcenter-online.oss-cn-shanghai.aliyuncs.com%2Frecord%2Ff626832e-3da0-4c99-b534-ed3a2116b626%2F161519050124500080550386.wav%3FExpires%3D1615285356%26OSSAccessKeyId%3DLTAIvKWEr4DoFSqz%26Signature%3D7%252BTZaLQAng6iisw4R1LFVIUj1Gg%253D",
"startTime": 1615190501000,
"contactType": "Inbound",
"callingNumber": "18829209656",
"calledNumber": "02160556504",
"contactId": "3059753965",
"duration": 21
},
{
"tenantId": 20080,
"ccId": "d00842df-e406-4f32-9929-80b02f26e07c",
"staffUsername": "gcy_test@qq.com",
"staffNickname": "gcy_test",
"staffTruename": "gcy_test",
"fileName": "161519051281300080580663.wav",
"fileUrl": "http%3A%2F%2Fcloudcallcenter-online.oss-cn-shanghai.aliyuncs.com%2Frecord%2Ff626832e-3da0-4c99-b534-ed3a2116b626%2F161519051281300080580663.wav%3FExpires%3D1615285356%26OSSAccessKeyId%3DLTAIvKWEr4DoFSqz%26Signature%3DX%252FhBkDVR3HCIMSvHTkUcfA%252BFFcQ%253D",
"startTime": 1615190512000,
"contactType": "Inbound",
"callingNumber": "18829209656",
"calledNumber": "02160556504",
"contactId": "3059753965",
"duration": 30
}
]
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| tenantId | String | 租户ID |
| ccid | String | 呼叫中心实例ID |
| contactId | String | 通话ID |
| contactType | String | 通话类型：呼入/呼出/双呼等 |
| callingNumber | String | 主叫号码 |
| calledNumber | String | 被叫号码 |
| staffUsername | String | 客服账号 |
| staffNickname | String | 客服昵称 |
| staffTruename | String | 客服姓名 |
| fileName | String | 录音文件名 |
| fileUrl | String | 录音文件路径 |
| startTime | String | 开始时间 |
| duration | String | 录音时长 |
工单
查询自定义表单
可查询在环信客服云后台设置的自定义表单列表。
应用场景：
您自己的业务系统/APP里提交工单，您自己开发提交工单的页面，调用环信工单接口，工单数据提交至环信客服云。您自己开发提交工单的页面时，需要指定用户填写的工单字段，这一步调用此接口完成。获取自定义表单后，您可在页面上直接指定用户填写哪一个表单的字段，也可让用户自行选择表单（让用户选择业务分类）。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/integration-ticket/forms
- HTTP Method: GET
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例：
curl --request GET \
--url 'http://kefu.sh.absoloop.com/api/platform/tenants/20016/integration-ticket/forms' \
--header 'Kefu-Token:a7f3d2bcb62721a3c67b8f567acfd553' \
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| page | int | N | 页码，默认为0 |
| size | int | N | 每页的数据量，默认为10 |
Response示例：
{
"status": "OK",
"entities": [
{
"id": "7f0f0af4-71bd-4c04-b049-c98802cb793b",
"tenant_id": 200161,
"created": "2019-11-28T03:11:18Z",
"updated": "2019-11-28T03:11:18Z",
"name": "自定义表单111",
"description": "测试自定义表单功能",
"status": "enabled",
"fields": [
{
"id": "6cf63d66-5f0a-4a53-acb4-e46998227342",
"tenant_id": 200161,
"created": "2019-11-28T03:14:49Z",
"updated": "2019-11-28T03:14:49Z",
"name": "自定义表单222",
"description": "测试自定义表单2222",
"status": "enabled",
"fields": [
{
"id": "e7d32c88-22e0-4ffd-95df-741e628ada8e",
"tenant_id": 200161,
"created": "2019-11-28T03:24:25Z",
"updated": "2019-11-28T03:24:25Z",
"form_id": "6cf63d66-5f0a-4a53-acb4-e46998227342",
"name": "男，女",
"label": "性别",
"type": "TEXT_STRING",
"visible": true,
"required": "ON",
"sort": 1,
"hint": "填写性别",
"dictionary_items": [],
"cascade_items": []
},
{
"id": "2c17ad7b-c808-4850-94e7-d39ecf743d7e",
"tenant_id": 200161,
"created": "2019-11-28T03:24:53Z",
"updated": "2019-11-28T03:24:53Z",
"form_id": "6cf63d66-5f0a-4a53-acb4-e46998227342",
"name": "填写爱好",
"label": "爱好",
"type": "SELECT_STRING",
"dictionary_id": "eb9fb55e-3978-40ac-bc79-8623af7bc11b",
"visible": true,
"required": "ON",
"sort": 2,
"dictionary_items": [],
"cascade_items": []
},
{
"id": "ceb2ca78-6118-42de-9e21-23baf366dba1",
"tenant_id": 200161,
"created": "2019-11-28T03:25:26Z",
"updated": "2019-11-28T03:25:26Z",
"form_id": "6cf63d66-5f0a-4a53-acb4-e46998227342",
"name": "填写出生日期",
"label": "出生日期",
"type": "NUMBER",
"visible": true,
"required": "ON",
"sort": 3,
"hint": "填写出生日期",
"dictionary_items": [],
"cascade_items": []
}
],
"topics": [
{
"id": "351d899f-c83c-476c-8f71-bc1918eb4ba0",
"tenant_id": 200161,
"created": "2019-11-27T10:31:05Z",
"updated": "2019-11-27T10:31:05Z",
"parent_id": "eb72bc55-cbd6-454b-be81-1ad1b8df4940",
"name": "第二级别主题",
"is_active": 1,
"is_public": 1,
"full_name": "/hegj帮助主题1/第二级别主题",
"children": [
{
"id": "2e272127-84d2-49a2-964e-e507d4a374f3",
"tenant_id": 200161,
"created": "2019-11-27T10:31:17Z",
"updated": "2019-11-27T10:31:17Z",
"parent_id": "351d899f-c83c-476c-8f71-bc1918eb4ba0",
"name": "第三级别主题1",
"is_active": 1,
"is_public": 1,
"children": [
{
"id": "1ba44df9-ee60-4b8a-83ce-ff007a46bc38",
"tenant_id": 200161,
"created": "2019-11-27T10:31:30Z",
"updated": "2019-11-27T10:31:30Z",
"parent_id": "2e272127-84d2-49a2-964e-e507d4a374f3",
"name": "第四级主题1",
"is_active": 1,
"is_public": 1,
"full_name": "/hegj帮助主题1/第二级别主题/第三级别主题1/第四级主题1",
"children": [
{
"id": "aca22ed9-f392-4620-8676-2d44da4a3891",
"tenant_id": 200161,
"created": "2019-11-27T10:31:40Z",
"updated": "2019-11-27T10:31:40Z",
"parent_id": "1ba44df9-ee60-4b8a-83ce-ff007a46bc38",
"name": "第五级主题1",
"is_active": 1,
"is_public": 1,
"children": [
{
"id": "1bb2a127-9179-4d4f-9352-20c341180c85",
"tenant_id": 200161,
"created": "2019-11-27T10:31:49Z",
"updated": "2019-11-27T10:31:49Z",
"parent_id": "aca22ed9-f392-4620-8676-2d44da4a3891",
"name": "第六级主题1",
"is_active": 1,
"is_public": 1
}
]
}
]
}
]
}
]
},
{
"id": "1bb2a127-9179-4d4f-9352-20c341180c85",
"tenant_id": 200161,
"created": "2019-11-27T10:31:49Z",
"updated": "2019-11-27T10:31:49Z",
"parent_id": "aca22ed9-f392-4620-8676-2d44da4a3891",
"name": "第六级主题1",
"is_active": 1,
"is_public": 1,
"full_name": "/hegj帮助主题1/第二级别主题/第三级别主题1/第四级主题1/第五级主题1/第六级主题1"
},
{
"id": "1ba44df9-ee60-4b8a-83ce-ff007a46bc38",
"tenant_id": 200161,
"created": "2019-11-27T10:31:30Z",
"updated": "2019-11-27T10:31:30Z",
"parent_id": "2e272127-84d2-49a2-964e-e507d4a374f3",
"name": "第四级主题1",
"is_active": 1,
"is_public": 1,
"full_name": "/hegj帮助主题1/第二级别主题/第三级别主题1/第四级主题1",
"children": [
{
"id": "aca22ed9-f392-4620-8676-2d44da4a3891",
"tenant_id": 200161,
"created": "2019-11-27T10:31:40Z",
"updated": "2019-11-27T10:31:40Z",
"parent_id": "1ba44df9-ee60-4b8a-83ce-ff007a46bc38",
"name": "第五级主题1",
"is_active": 1,
"is_public": 1,
"children": [
{
"id": "1bb2a127-9179-4d4f-9352-20c341180c85",
"tenant_id": 200161,
"created": "2019-11-27T10:31:49Z",
"updated": "2019-11-27T10:31:49Z",
"parent_id": "aca22ed9-f392-4620-8676-2d44da4a3891",
"name": "第六级主题1",
"is_active": 1,
"is_public": 1
}
]
}
]
}
],
"topic_ids": [
"1ba44df9-ee60-4b8a-83ce-ff007a46bc38",
"351d899f-c83c-476c-8f71-bc1918eb4ba0",
"1bb2a127-9179-4d4f-9352-20c341180c85"
]
},
{
"id": "kefu_27886",
"tenant_id": 200161,
"created": "2019-11-27T07:22:35Z",
"updated": "2019-11-27T07:22:35Z",
"name": "默认表单",
"description": "租户默认的自定义表单",
"status": "enabled",
"fields": [],
"topics": [],
"topic_ids": []
}
],
"first": true,
"last": true,
"size": 10,
"number": 0,
"numberOfElements": 3,
"totalPages": 1,
"totalElements": 3
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| httpStatusCode | String | http状态码 |
| status | String | 接口响应状态 |
| entities | 表单列表 | |
| first | Boolean | 是否是第一页 |
| last | Boolean | 是否是最后一页 |
| size | int | 每页的数据量 |
| number | String | 第几页 |
| numberOfElements | int | 该页的数据量 |
| totalPages | int | 总页数 |
| totalElements | int | 总数据量 |
| 表单数据 | ||
| id | String | 表单ID，自定义表单的唯一标识 |
| tenant_id | String | 租户ID |
| created | int | 表单创建时间 |
| updated | String | 表单修改时间 |
| name | String | 表单名称 |
| description | String | 描述 |
| status | String | 状态，enabled |
| fields | List<FormField>，自定义字段信息 | |
| topics | List<HelpTopic>,表单关联的帮助主题 | |
| topic_ids | String | 表单关联的帮助主题Id列表 |
| 表单字段数据 | ||
| id | String | 字段ID，字段的唯一标识 |
| tenant_id | String | 租户ID |
| created | int | 字段创建时间 |
| updated | String | 字段修改时间 |
| form_id | String | 表单ID |
| name | String | 字段标识 |
| label | String | 字段名称 |
| type | String | 字段格式：TEXT_STRING 单行文本，DATE 日期，NUMBER 数字类型，URL URL，SELECT_STRING 下拉选项，TEXTAREA_STRING 多行文本，CASCADE_SELECT_STRING 级联选择 |
| dictionary_id | String | 关联下拉选项 |
| visible | Boolean | 访客是否可见 |
| required | Boolean | 是否必填 |
| sort | String | 排序字段 |
| hint | String | 文本框提示语 |
| dictionary_items | List<DictionaryItem>，下拉选项 | |
| cascade_items | List<CascadeItem>，级联选项 | |
| 选项数据 | ||
| id | String | 每个选项的ID |
| tenant_id | String | 租户ID |
| created | int | 选项创建时间 |
| updated | String | 选项修改时间 |
| dictionary_Id | String | 关联字段ID |
| item_value | String | 选项名称 |
| sort | String | 排序字段 |
| status | String | 可忽略 |
| 级联选项 | ||
| id | String | 每个级联的ID |
| tenant_id | String | 租户ID |
| created | int | 选项创建时间 |
| updated | String | 选项修改时间 |
| field_id | String | 字段ID |
| form_id | String | 表单ID |
| name | String | 级联选项名称 |
| parent_id | String | 父节点ID |
| children | List<CascadeItem>，子节点 |
工单附件上传
提交工单/回复工单时，若需要上传附件，则需要先调用此接口上传附件，再调用访客提交工单接口提交工单。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/integration-ticket/mediaFiles
- HTTP Method: POST
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例：
curl --request GET \
--url 'http://kefu.sh.absoloop.com/api/platform/tenants/20016/integration-ticket/mediaFiles' \
--header 'Kefu-Token:a7f3d2bcb62721a3c67b8f567acfd553' \
--form 'file=@/Users/heguojiao/Downloads/第024期-lcn.pptx'
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| file | form-data | Y | 附件信息 |
Response示例：
{
"status": "OK",
"entity": {
"uuid": "010b99ec-ba54-4062-b6cf-a20737ae782e56ysMDI05pyfLWxjbi5wcHR4",
"contentType": "application/vnd.openxmlformats-officedocument.presentationml.presentation",
"contentLength": 1385894,
"url": "/v2/tenants/20016/integration/ticket-server/visitors/mediaFiles/010b99ec-ba54-4062-b6cf-a20737ae782e56ysMDI05pyfLWxjbi5wcHR4",
"fileName": "第024期-lcn.pptx"
}
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| entity | 附件信息 | |
| 附件信息 | ||
| uuid | String | 附件ID |
| contentType | String | 附件类型 |
| contentLength | String | 附件大小 |
| url | String | 附件地址 |
| fileName | String | 附件名称 |
工单状态接口
获取token：
1.开放平台需要使用token进行身份验证。
2.Kefu-Token有效期2小时，到期需重新获取。
登录地址：
| 操作 | 更新修改工单状态，标题，优先级，工单内容，分配组，分配人的接口 | |
|---|---|---|
| 协议 | HTTPS | |
| 方式 | PUT | |
| URL | /api/platform/tenants/{tenantId}/integration-ticket/{ticketId}/updateTicketInfo | |
请求参数：
| 参数 | 是否必传 | 描述 | 参数类型 | 数据类型 |
|---|---|---|---|---|
| tenantId | 是 | 租户Id | Path | integer |
| ticketId | 是 | 工单Id | Path | String |
| requestBody | 是 | 请求体 | Body | object |
requestBody包括以下几个参数：
| 参数 | 是否必传 | 描述 | 数据类型 |
|---|---|---|---|
| title | 否 | 标题 | String |
| status_id | 否 | 工单状态id | String |
| staff_id | 是 | 坐席id | String |
| team_id | 否 | 技能组Id | String |
| priority_id | 否 | 优先级id | String |
| content | 否 | 工单内容 | String |
返回数据：
| HTTP状态Code | 含义 |
|---|---|
| 200 | OK |
| API_007 | Staff_id不能为空 |
| 成功返回数据 | 含义 |
| Status | OK |
| entities | List<from> |
请求示例：
请求数据格式都应该是application/json，编码形式为UTF-8
{
"title":"开放平台45",
"status_id":"7732d036-fdcc-4996-973e-0d9323a39617",
"team_id":"dfdgsd",
"staff_id":"hksjdks77555",
"priority_id":"tjuncu1",
"content":"公章"
}
}
成功返回示例：
{
"status": "OK",
"entity": {
"id": "eca76b2c-a69a-48d8-8056-7fad0ff290f3",
"tenant_id": 11,
"title":"开放平台45",
"status_id":"7732d036-fdcc-4996-973e-0d9323a39617",
"team_id":"dfdgsd",
"staff_id":"hksjdks77555",
"priority_id":"tjuncu1",
"content":"公章",
"satisfaction_score": 0,
"quality_score": 0,
"operator_id": "hksjdks77555",
"operator_type": "S",
"is_admin": true,
"form_values": [],
"is_read": 0
}
}
访客提交工单
访客提交工单接口。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/integration-ticket/visitors/ticket
- HTTP Method: POST
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例：
curl --request GET \
--url 'http://kefu.sh.absoloop.com/api/platform/tenants/20016/integration-ticket/visitors/ticket' \
--header 'Kefu-Token:a7f3d2bcb62721a3c67b8f567acfd553' \
--header 'Content-Type: application/json' \
--data-raw '{
"title": "标题222334",
"content": "描述222334",
"visitor_phone": "13662124786",
"visitor_email": "8122334@qq.com",
"visitor_nickname": "称呼222334",
"attachments": [
{
"name": "message-center-server服务未升级组件.png",
"file_type": "image/png",
"size": 970870,
"url": "http://kefu.sh.absoloop.com//v2/tenants/27886/integration/ticket-server/visitors/mediaFiles/c5154e5e-09c4-476c-a2f6-f6a1ca42eaa1bWVzc2FnZS1jZW50ZXItc2VydmVy5pyN5Yqh5pyq5Y2H57qn57uE5Lu2LnBuZw==",
"uuid": "c5154e5e-09c4-476c-a2f6-f6a1ca42eaa1bWVzc2FnZS1jZW50ZXItc2VydmVy5pyN5Yqh5pyq5Y2H57qn57uE5Lu2LnBuZw=="
}
],
"form_values": [
{
"field_id": "2c17ad7b-c808-4850-94e7-d39ecf743d7e",
"field_value": "篮球"
},
{
"field_id": "e7d32c88-22e0-4ffd-95df-741e628ada8e",
"field_value": "女"
},
{
"field_id": "ceb2ca78-6118-42de-9e21-23baf366dba1",
"field_value": "22"
},
{
"field_id": "030eb800-00f4-4ff0-96b1-01edb15d0016",
"field_value": "级联选项1/级联选项1-1",
"item_ids": "6b550cfd-74b6-405c-aadf-c82989f4b52e_09d44dab-196a-4529-9c8b-1c92f7152037"
}
],
"form_id": "6cf63d66-5f0a-4a53-acb4-e46998227342"
}'
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| title | String | Y | 标题 |
| content | String | Y | 内容 |
| visitor_phone | String | Y | 访客手机号 |
| visitor_email | String | Y | 访客邮箱 |
| visitor_nickname | String | Y | 访客昵称 |
| attachments | String | N | 附件信息 |
| form_id | String | N | 表单ID |
| form_values | String | N | 表单自定义字段信息 |
| 附件信息 | |||
| name | String | 附件名，对应上传附件接口里的fileName字段 | |
| file_type | String | 对应上传附件接口里的contentType字段 | |
| size | String | 对应上传附件接口里的contentLength字段 | |
| url | String | 对应上传附件接口里的url字段 | |
| uuid | String | 对应上传附件接口里的uuid字段 | |
| 自定义表单字段 | |||
| field_id | String | 字段ID | |
| file_type | String | 填写内容 | |
| item_ids | String | 对于级联字段设置的层级id | |
Response示例：
{
"status": "OK",
"entity": {
"id": "75eb5d2e-3235-431d-b716-5b634736cf5b",
"tenant_id": 200161,
"created": "2020-09-16T07:42:46Z",
"updated": "2020-09-16T07:42:46Z",
"title": "标题222334",
"code": "A0000004",
"visitor_user_id": "64022b77-166d-4a68-bc37-fdb146a07dfa",
"status_id": "ff22d6d8-3da5-4ec2-8920-aa645b332c5a",
"source": "API",
"creator_id": "64022b77-166d-4a68-bc37-fdb146a07dfa",
"creator_type": "C",
"content": "描述222334",
"form_id": "6cf63d66-5f0a-4a53-acb4-e46998227342",
"satisfaction_score": 0,
"quality_score": 0,
"operator_id": "64022b77-166d-4a68-bc37-fdb146a07dfa",
"operator_type": "C",
"form_values": [
{
"id": "196fc01c-650d-4b3d-9755-e2221541155e",
"tenant_id": 200161,
"created": "2020-09-16T07:42:46Z",
"updated": "2020-09-16T07:42:46Z",
"field_id": "2c17ad7b-c808-4850-94e7-d39ecf743d7e",
"field_value": "篮球"
},
{
"id": "d774aed5-6dc8-469d-ba30-287ebe99faaa",
"tenant_id": 200161,
"created": "2020-09-16T07:42:46Z",
"updated": "2020-09-16T07:42:46Z",
"field_id": "030eb800-00f4-4ff0-96b1-01edb15d0016",
"field_value": "级联选项1/级联选项1-1",
"item_ids": "6b550cfd-74b6-405c-aadf-c82989f4b52e_09d44dab-196a-4529-9c8b-1c92f7152037"
},
{
"id": "611bfc78-b3a0-468a-80c7-89cf4c6b8d41",
"tenant_id": 200161,
"created": "2020-09-16T07:42:46Z",
"updated": "2020-09-16T07:42:46Z",
"field_id": "ceb2ca78-6118-42de-9e21-23baf366dba1",
"field_value": "22"
},
{
"id": "6c51017a-de6e-426b-a4b8-038befc6a936",
"tenant_id": 200161,
"created": "2020-09-16T07:42:46Z",
"updated": "2020-09-16T07:42:46Z",
"field_id": "e7d32c88-22e0-4ffd-95df-741e628ada8e",
"field_value": "女"
}
],
"is_read": 0
}
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| entity | 工单信息 | |
| 工单信息 | ||
| id | String | 工单id |
| tenant_id | String | 租户id |
| created | String | 创建时间 |
| updated | String | 修改时间 |
| title | String | 工单标题 |
| code | String | 工单编号 |
| visitor_user_id | String | 访客ID |
| status_id | String | 工单状态ID |
| source | String | 固定传值“API” |
| creator_id | String | 创建者ID |
| creator_type | String | 创建者类型（S、C）STAFF(“S”), CUSTOMER(“C”) |
| content | String | 工单内容 |
| form_id | String | 表单ID |
| satisfaction_score | String | 满意度评分 |
| quality_score | String | 质检评分 |
| operator_id | String | 质检员ID |
| operator_type | String | 质检员类型 |
| form_values | String | List<FormValue>，表单自定义字段内容 |
| is_read | String | 工单已读未读功能 |
| FormValue | ||
| id | String | 工单和字段关联ID |
| tenant_id | String | 租户id |
| created | String | 创建时间 |
| updated | String | 修改时间 |
| field_id | String | 字段ID |
| field_value | String | 字段对应的填写的内容 |
访客回复工单
访客回复工单接口。
- Path: http://kefu.sh.absoloop.com/api/platform/tenants/{tenantId}/integration-ticket/visitors/{ticketId}/comments
- HTTP Method: POST
- Request Headers: Kefu-Token=${accessToken}
- 可能的错误码：详见：错误码说明
Curl示例：
curl --request GET \
--url 'http://kefu.sh.absoloop.com/api/platform/tenants/20016/integration-ticket/visitors/{ticketId}/comments' \
--header 'Kefu-Token:a7f3d2bcb62721a3c67b8f567acfd553' \
-d '{
"body": "<p>aaaappppiiii</p>",
"format": "html",
"attachments": [
{
"contentType": "image/png",
"contentLength": 239008,
"url": "https://kefu.sh.absoloop.com/v2/tenants/29676/integration/ticket-server/visitors/mediaFiles/afec47f4-659d-4dd9-9406-1e07bc7ca9415raI5oGvLnBuZw==",
"name": "消息.png"
}
],
"visitor_email": "qu@api.com"
}'
参数说明：
| 名称 | 类型 | 是否非空(Y:是;N:否) | 说明 |
|---|---|---|---|
| Kefu-Token | String | Y | 调用接口的accessToken |
| tenantId | int | Y | 租户ID |
| ticketId | String | Y | 工单ID |
| body | String | Y | 回复内容 |
| format | String | Y | 文本格式 |
| visitor_email | String | Y | 访客邮箱 |
| attachments | N | 附件 | |
| 附件信息 | |||
| contentType | String | 类型 | |
| contentLength | String | 附件大小 | |
| url | String | 附件地址 | |
| name | String | 附件名称 | |
Response示例：
{
"status": "OK",
"entity": {
"id": "01237efe-6d43-4092-afb3-49efbf22b9ef",
"tenant_id": 601,
"created": "2021-01-11T14:49:28Z",
"updated": "2021-01-11T14:49:28Z",
"ticket_id": "e863ba5e-6e54-429c-9674-7e5a43cf495c",
"visitor_user_id": "8fdfca59-9e4b-466c-84a7-06f3cd0ce942",
"body": "<p>aaaappppiiii</p>",
"format": "html",
"is_public": true,
"attachments": [
{
"id": "c54109e1-98fe-4f62-a00f-8e4394f9b669",
"tenant_id": 601,
"url": "https://kefu.sh.absoloop.com/v2/tenants/29676/integration/ticket-server/visitors/mediaFiles/afec47f4-659d-4dd9-9406-1e07bc7ca9415raI5oGvLnBuZw==",
"right_attachment": false
}
],
"public_response_type": "EMAIL"
}
}
参数说明：
| 名称 | 类型 | 说明 |
|---|---|---|
| status | String | 接口响应状态 |
| entity | 回复信息 | |
| id | String | 评论ID |
| tenantId | String | 租户ID |
| created | String | 评论添加时间 |
| updated | String | 评论修改事件 |
| ticket_id | String | 工单id |
| visitor_user_id | String | 访客ID |
| body | String | 回复内容 |
| format | String | 文本格式 |
| is_public | String | 是否公开回复 |
| attachments | 附件 | |
| 附件信息 | ||
| id | String | 类型 |
| tenant_id | String | 附件大小 |
| url | String | 附件地址 |
| right_attachment | String | |
| public_response_type | String | 回复渠道 |
错误码说明
| 错误码 | 错误信息 | 注释 |
|---|---|---|
| API_001 | param is invalid,please check your param is correct! | 参数传递错误 |
| API_002 | token is invalid | token不正确 |
| API_003 | tenantId is incorrect,please confirm that the tenant ID belongs to you | 租户ID错误 |
| API_004 | clientId or secretId is incorrect | clientId或者secretId不正确 |
| API_020 | Request body contains more than 10 visitor usernames. | 请求访客绑定关系的数量不能多于10个 |
| API_101 | create agent user is failed | 创建坐席失败 |
| API_102 | agent nicename must not empty! | 坐席昵称不能为空 |
| API_103 | agent user already exist | 坐席已经存在 |
| API_104 | agent user not exist,please check username is correct | 坐席不存在 |
| API_105 | agent user not belong your tenant,please check username and tenantId is correct | 坐席和租户不匹配 |
| API_106 | roleId must not empty | 角色ID不能为空 |
| API_107 | api add role is failed,please check roleId is valid | 添加角色失败 |
| API_108 | password must be not empty and length greater 7. | 密码不能为空且大于7位 |
| API_109 | Can not remove only amdin | 不能删除唯一的管理员 |
| API_110 | Can not remove agent,The agent has processing servicesession. | 由于该坐席有会话未关闭，该坐席不能删除 |
| API_111 | page index must be more than 0. | 分页索引必须大于0 |
| API_112 | page size must be less than 50. | 分页每页的容量不能大于50 |
| API_113 | state must be Online or Busy or Leave or Other or Offline or Hidden or Logout. | 请求状态不正确 |
| API_400 | api request failed | 服务间调用请求错误 |
| API_117 | tenant without ticket function | 租户没有开通工单功能 |
| API_118 | tenant without yuncentercall function | 租户没有开通云呼功能 |
不同格式消息结构
新消息对应的报文格式
1.文本：txt 报文：
{
"eventId": "91a007c0-1215-11ec-90a5-a10326678cd1",
"timestamp": 1631264438855,
"event": "ServiceSessionMessageEvent",
"payload": {
"message": {
"id": "a06529e8-4b31-4042-a738-af2d1296b6cb",
"service_session_id": "54eeacc4-6946-4b80-bd8e-f0a4426211f8",
"msg_id_for_ack": "997f6f43-e11f-4898-a21f-4f643a6dfb18",
"create_at": 1631264438793,
"from": {
"id": "2735acf5-a003-42f9-8ada-fdcc6581ee09",
"name": "webim-visitor-8MQTGP9E4VEEGHEWBFXQ",
"type": "Visitor"
},
"to": {
"id": "f6a9ae57-6bd8-4ba5-9478-10027d6143a2",
"name": "宋晓伟",
"type": "Agent"
},
"origin_type": "webim",
"channel": {
"id": 23457,
"name": "关联2",
"type": "easemob"
},
"body": {
"msg": "会尽快",
"type": "txt"
},
"ext": {
}
}
}
}
2.cmd命令消息
{
"eventId": "51dfa130-121b-11ec-8511-fb6f37820f89",
"timestamp": 1631266908881,
"event": "ServiceSessionMessageEvent",
"payload": {
"message": {
"id": "f7bc1803-1d3c-4346-b46d-a6a1f58e39af",
"service_session_id": "6baa6363-6770-4110-b319-4a2a6b14e02e",
"msg_id_for_ack": NULL,
"create_at": 1631266908814"from": {
"id": "_2",
"name": "关联设置调度员",
"type": "Scheduler"
},
"to": {
"id": "2735acf5-a003-42f9-8ada-fdcc6581ee09",
"name": "webim-visitor-8MQTGP9E4VEEGHEWBFXQ",
"type": "Visitor"
},
"origin_type": "webim",
"channel": {
"id": 23457,
"type": "easemob"
},
"body": {
"action": "ServiceSessionOpenedEvent",
"type": "cmd"
},
"ext": {
}
}
}
}
3.图片类型消息：img
{
"eventId": "73c94200-1217-11ec-90ce-e186d8435957",
"timestamp": 1631265247817,
"event": "ServiceSessionMessageEvent",
"payload": {
"message": {
"id": "aff765d2-f7b5-443a-939c-718446cf70a2",
"service_session_id": "3dea8e64-1f94-4ecd-aaab-daae8161b4a5",
"msg_id_for_ack": "fbc6ded2-62ba-4731-8d0b-65f8d3b074b0",
"create_at": 1631265247718,
"from": {
"id": "2735acf5-a003-42f9-8ada-fdcc6581ee09",
"name": "webim-visitor-8MQTGP9E4VEEGHEWBFXQ",
"type": "Visitor"
},
"to": {
"id": "",
"name": "",
"type": "Agent"
},
"origin_type": "webim",
"channel": {
"id": 23457,
"name": "关联2",
"type": "easemob"
},
"body": {
"url": "/v1/Tenant/29676/MediaFiles/bf086bfe-2bb0-4b28-874e-dab6d09753c55YiG5biD5byP6ZSB6Zeu6aKYLnBuZw==",
"filename": "分布式锁问题.png",
"type": "img"
},
"ext": {}
}
}
}
4.文件 file
{
"eventId": "15980750-1219-11ec-abcd-4112b9a39f21",
"timestamp": 1631265948754,
"event": "ServiceSessionMessageEvent",
"payload": {
"message": {
"id": "c710292d-87c0-4d1a-ab11-4eb0af7c62f3",
"service_session_id": "7f76bdbd-cc65-4e04-a8b8-14c8b7139525",
"msg_id_for_ack": "",
"create_at": 1631265948677,
"from": {
"id": "c6e5df54-ce63-4c8c-8a1d-c1fac4feecc3",
"name": "webim-visitor-9BM6XB77QTE2R7Y7R6VH",
"type": "Visitor"
},
"to": {
"id": "8215d830-d998-4f54-9d66-eefabcaa36da",
"name": "客服机器人-小鹤",
"type": "Robot"
},
"origin_type": "webim",
"channel": {
"id": 23700,
"name": "快速创建的关联",
"type": "easemob"
},
"body": {
"url": "/v1/Tenant/29762/MediaFiles/dd9372b3-958f-4295-9d90-b78bd6e25d6256uW5bGP6KeG6aKRLm1wNA==",
"secret": "FUNXqhIZEeyHRyM6cNo2pkf8p1g18YHIIVtPfkHst5LV8hUv",
"filename": "竖屏视频.mp4",
"type": "file",
"file_length": 0
},
"ext": {}
}
}
}
5.视频 video
{
"eventId": "05f38310-1219-11ec-9d15-f9ee668587e3",
"timestamp": 1631265922519,
"event": "ServiceSessionMessageEvent",
"payload": {
"message": {
"id": "11050e01-0ff9-4953-a3c6-3d513ad1bda7",
"service_session_id": "7f76bdbd-cc65-4e04-a8b8-14c8b7139525",
"msg_id_for_ack": "",
"create_at": 1631265922427,
"from": {
"id": "c6e5df54-ce63-4c8c-8a1d-c1fac4feecc3",
"name": "webim-visitor-9BM6XB77QTE2R7Y7R6VH",
"type": "Visitor"
},
"to": {
"id": "8215d830-d998-4f54-9d66-eefabcaa36da",
"name": "客服机器人-小鹤",
"type": "Robot"
},
"origin_type": "webim",
"channel": {
"id": 23700,
"name": "快速创建的关联",
"type": "easemob"
},
"body": {
"url": "/v1/Tenant/29762/MediaFiles/d97c5f88-8ac3-49d0-91ad-49cd7a66801daGFzYXNkLm1wNA==",
"secret": "BZt4ChIZEeyaUT88YVfVmi4oeK9hT0_UXefA6R87K8NgHxDG",
"filename": "hasasd.mp4",
"size": {
"width": 0,
"height": 0
},
"length": 0,
"type": "video",
"file_length": 0
},
"ext": {}
}
}
位置：loc
{
"eventId": "80bb8fd0-121d-11ec-87e8-d927c5568258",
"timestamp": 1631267846567,
"event ": "ServiceSessionMessageEvent ",
"payload": {
"message": {
"id": "42e2e99c-ab2d-430e-b91a-db5607328ed3",
"service_session_id": "776d6be3-cf1a-47d3-aad9-79f5d3288107",
"msg_id_for_ack": "a739f0f352c046748826f16c12ef20af",
"create_at": 1631267846444,
"from": {
"id": "f604a463-e27b-43d1-9273-16927ea1987d",
"name": "3bfbbc20cae9432c9753fc36a96b937334792",
"type": "Visitor"
},
"to": {
"id": "43d92e7f-f6a0-420e-8868-693ccc8afa6d",
"name": "fs",
"type": "Robot"
},
"origin_type": "app",
"channel": {
"id": 97244,
"name": "快速创建的关联111",
"type": "easemob"
},
"body": {
"addr": "IDP教育(海淀分公司)",
"lat": "39.96616243929114",
"lng": "116.32302823756933",
"type": "loc"
},
"ext": {}
}
}
}
语音：audio
{
"eventId": "78448230-121d-11ec-969a-83b2be719b1c",
"timestamp": 1631267832367,
"event": "ServiceSessionMessageEvent",
"payload": {
"message": {
"id": "b7a3ce9f-0672-4b84-948a-5224504e3e0c",
"service_session_id": "776d6be3-cf1a-47d3-aad9-79f5d3288107",
"msg_id_for_ack": "e0da0acff549417cb5b6d3e9801e577f",
"create_at": 1631267832242,
"from": {
"id": "f604a463-e27b-43d1-9273-16927ea1987d",
"name": "3bfbbc20cae9432c9753fc36a96b937334792",
"type": "Visitor"
},
"to": {
"id": "43d92e7f-f6a0-420e-8868-693ccc8afa6d",
"name": "fs",
"type": "Robot"
},
"origin_type": "app",
"channel": {
"id": 97244,
"name": "快速创建的关联111",
"type": "easemob"
},
"body": {
"url": "/v1/Tenant/2112/MediaFiles/eb3c9468-e3b5-4421-b1de-39aa493f9104YXVkaW8=",
"secret": "eAMMahIdEeyeb8sE833GrNu3csSD9_RsgID97l0uvwrCCQtd",
"filename": "audio",
"length": 1,
"type": "audio"
},
"ext": {}
}
}
}