Огляд LiveAgent

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Stefan Skliarov
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README

LiveAgent is the most reviewed and #1 rated help desk software for SMB in 2017. Stay closer to your customers and answer their questions faster with LiveAgent.

LiveAgent Package

LiveAgent is the most reviewed and #1 rated help desk software for SMB in 2017. Stay closer to your customers and answer their questions faster with LiveAgent.

How to get credentials:

  1. Browse to Ladesk
  2. Register or log in
  3. Navigate in the admin panel, while logged in as an admin, to the following location: Configuration > System > API and wait there a few seconds and an API key is going to be generated for you

Custom datatypes:

Datatype Description Example
Datepicker String which includes date and time
Map String which includes latitude and longitude coma separated
List Simple array
Select String with predefined values
Array Array of objects

LiveAgent.listAgents

List of agents

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization

LiveAgent.deleteAgent

Delete agent

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
agentId String ID of the agent

LiveAgent.getSingleAgent

Retrieves an agent

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
agentId String ID of the agent

LiveAgent.logoutAgent

Logout an agent

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
agentId String ID of the agent

LiveAgent.pauseAgent

Pauses an agent

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
agentId String ID of the agent

LiveAgent.getAgentStatus

Gets agent statuses in departments

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
agentId String ID of the agent

LiveAgent.updateAgentStatus

Updates agent statuses in departments

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
agentId String ID of the agent
departmentStatuses List Object with statuses in departments

LiveAgent.listCalls

Retrieves list of all calls

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
page Number Page to display. Not used if from is defined.
perPage Number Results per page. Used only if page is used.
from Number Result set start. Takes precedence over page.
to Number Result set end. Used only if _from is used.
sortDir Select Sorting direction ASC or DESC
sortField String Sorting field
filters String Filters (json object{column:value, …})

LiveAgent.addCall

Creates new call (ingoing / outcoming / internal). Does not initiate the outgoing call

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
callId String ID of the call
channelId String ID of the channel
toNumber String Callee number
viaNumber String Trunk number via which call was made / received
fromNumber String Caller number
ticketId String Ticket id or code
direction Select Incoming call (‘in’ - default), outgoing call (‘out’) or internal call(‘int’)

LiveAgent.answerCall

Set call as answered by agent

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
callId String ID of the call
toNumber String Callee number

LiveAgent.rerouteCall

Lets the call ring to an another agent if available

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
callId String ID of the call
reason Select T - timeout, D - decline

LiveAgent.ringCall

Lets the call ring

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
callId String ID of the call
departmentId String Department ID
toNumber String Callee number

LiveAgent.stopCall

Stops the call

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
callId String ID of the call
fromNumber String Caller number

LiveAgent.addMessageToCall

Adds a message to the call group in corresponfing ticket

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
callId String ID of the call
fromNumber String Caller number
message String Message body
type Select T (text), H (html), A (audio - url to audio file or fileId), S (system), N (note)

LiveAgent.getCallStatus

Return the status of call

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
callId String ID of the call

LiveAgent.listCannedMessages

List all canned messages

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
page Number Page to display. Not used if from is defined.
perPage Number Results per page. Used only if page is used.
from Number Result set start. Takes precedence over page.
to Number Result set end. Used only if _from is used.
sortDir Select Sorting direction ASC or DESC
sortField String Sorting field
filters String Filters (json object{column:value, …})

LiveAgent.addCannedMessage

Creates new canned message

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
departmentid String ID of the department
cannedMessageId String ID of the canned message
keywords String Message keywords
messageText String Text of the canned message
userId String ID of the user

LiveAgent.getSingleCannedMessage

Retrives canned message

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
cannedMessageId String ID of the canned message

LiveAgent.updateCannedMessage

Updates canned message

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
departmentid String ID of the department
cannedMessageId String ID of the canned message
keywords String Message keywords
messageText String Text of the canned message
userId String ID of the user

LiveAgent.deleteCannedMessage

Deletes canned message

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
cannedMessageId String ID of the canned message

LiveAgent.listCompanies

Retrieves list of all companies

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
page Number Page to display. Not used if from is defined.
perPage Number Results per page. Used only if page is used.
from Number Result set start. Takes precedence over page.
to Number Result set end. Used only if _from is used.
sortDir Select Sorting direction ASC or DESC
sortField String Sorting field
filters String Filters (json object{column:value, …})

LiveAgent.addCompany

Creates new company

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
avatarUrl String Url to company avatar
city String Company city
countryCode String Company country code
description String Company description
emails List Company emails
groups List Company groups
id String Company id
ip String Company ip
language String Company language
name String Company name
phones List Company phones
systemName String Company system name
type Select V - visitor, R - registered visitor
customFields List Company custom fields
coordinates Map Company coordinates
note String Company note
screen String Company screen
timeOffset String Company time offset
useragent String Company useragent

LiveAgent.getSingleCompany

Retrieves a company

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
companyId String ID of the company

LiveAgent.updateCompany

Updates a company

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
companyId String ID of the company
avatarUrl String Url to company avatar
city String Company city
countryCode String Company country code
description String Company description
emails List Company emails
groups List Company groups
id String Company id
ip String Company ip
language String Company language
name String Company name
phones List Company phones
systemName String Company system name
type Select V - visitor, R - registered visitor
customFields List Company custom fields
coordinates Map Company coordinates
note String Company note
screen String Company screen
timeOffset String Company time offset
useragent String Company useragent

LiveAgent.deleteCompany

Deletes a company

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
companyId String ID of the company
deleteTickets Select If tickets should be deleted set true

LiveAgent.listContacts

Retrieves list of all contacts

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
page Number Page to display. Not used if from is defined.
perPage Number Results per page. Used only if page is used.
from Number Result set start. Takes precedence over page.
to Number Result set end. Used only if _from is used.
sortDir Select Sorting direction ASC or DESC
sortField String Sorting field
filters String Filters (json object{column:value, …})

LiveAgent.addContact

Adds new contact

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
avatarUrl String Url to contact avatar
city String Contact city
companyId String Id of the company
countryCode String Contact country code
description String Contact description
emails List Contact emails
firstname String Contact firstname
gender Select Contact gender
groups List Contact groups
id String Contact id
ip String Contact ip
language String Contact language
lastname String Contact lastname
phones List Contact phones
systemName String Contact system name
type Select V - visitor, R - registered visitor
customFields List Contact custom fields
jobPosition String Contact job position
coordinates Map Contact coordinates
note String Contact note
screen String Contact screen
timeOffset String Contact time offset
useragent String Contact useragent

LiveAgent.getSingleContact

Retrieves a contact

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
contactId String ID of the contact

LiveAgent.updateContact

Updates a contact

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
contactId String ID of the contact
avatarUrl String Url to contact avatar
city String Contact city
companyId String Id of the company
countryCode String Contact country code
description String Contact description
emails List Contact emails
firstname String Contact firstname
gender Select Contact gender
groups List Contact groups
id String Contact id
ip String Contact ip
language String Contact language
lastname String Contact lastname
phones List Contact phones
systemName String Contact system name
type Select V - visitor, R - registered visitor
customFields List Contact custom fields
jobPosition String Contact job position
coordinates Map Contact coordinates
note String Contact note
screen String Contact screen
timeOffset String Contact time offset
useragent String Contact useragent

LiveAgent.deleteContact

Deletes a contact

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
contactId String ID of the contact
deleteTickets Select If tickets should be deleted set true

LiveAgent.addFile

Uploads file

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
file File File to upload

LiveAgent.listGroups

Retrieves list of all groups

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
page Number Page to display. Not used if from is defined.
perPage Number Results per page. Used only if page is used.
from Number Result set start. Takes precedence over page.
to Number Result set end. Used only if _from is used.

LiveAgent.addGroup

Creates new group

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
backgroundColor String Group background color
color String Group color
id String Group id
name String Group name

LiveAgent.getSingleGroup

Retrieves a group

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
groupId String ID of the group

LiveAgent.updateGroup

Updates a group

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
groupId String ID of the group
backgroundColor String Group background color
color String Group color
id String Group id
name String Group name

LiveAgent.deleteGroup

Deletes a group

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
groupId String ID of the group

LiveAgent.listPhoneNumber

Retrieves list of all phone numbers

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
page Number Page to display. Not used if from is defined.
perPage Number Results per page. Used only if page is used.
from Number Result set start. Takes precedence over page.
to Number Result set end. Used only if _from is used.
sortDir Select Sorting direction ASC or DESC
sortField String Sorting field
filters String Filters (json object{column:value, …})

LiveAgent.getSinglePhoneNumber

Retrieves a phone number

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
phoneNumberId String ID of the phone number

LiveAgent.listPhoneDevicess

Retrieves list of all phone devices

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
page Number Page to display. Not used if from is defined.
perPage Number Results per page. Used only if page is used.
from Number Result set start. Takes precedence over page.
to Number Result set end. Used only if _from is used.
sortDir Select Sorting direction ASC or DESC
sortField String Sorting field
filters String Filters (json object{column:value, …})

LiveAgent.getSinglePhoneDevice

Retrieves a phone device

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
phoneDeviceId String ID of the phone device

LiveAgent.updatePhoneDeviceParams

Update a phone device params

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
phoneDeviceId String ID of the phone device
params String New params

LiveAgent.pingAPI

Check that API is reponding

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization

LiveAgent.listPredefinedAnswers

Retrieves list of all predefined answers

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
page Number Page to display. Not used if from is defined.
perPage Number Results per page. Used only if page is used.
from Number Result set start. Takes precedence over page.
to Number Result set end. Used only if _from is used.
sortDir Select Sorting direction ASC or DESC
sortField String Sorting field
filters String Filters (json object{column:value, …})

LiveAgent.addPredefinedAnswer

Create new predefined answer

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
body String Body of this predefined answer
departmentId String Department of this predefined answer
format Select Format of this predefined answer. T - text, H - html
id String Id of this predefined answer
name String Name of this predefined answer
subject String Subject of this predefined answer
userId String ID of the user

LiveAgent.getSinglePredefinedAnswer

Retrieves a predefined answer

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
predefinedAnswerId String ID of the predefined answer

LiveAgent.updatePredefinedAnswer

Update a predefined answer

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
predefinedAnswerId String ID of the predefined answer
body String Body of this predefined answer
departmentId String Department of this predefined answer
format Select Format of this predefined answer. T - text, H - html
id String Id of this predefined answer
name String Name of this predefined answer
subject String Subject of this predefined answer
userId String ID of the user

LiveAgent.deletePredefinedAnswer

Deletes a predefined answer

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
predefinedAnswerId String ID of the predefined answer

LiveAgent.listTags

Retrieves list of all tags

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
page Number Page to display. Not used if from is defined.
perPage Number Results per page. Used only if page is used.
from Number Result set start. Takes precedence over page.
to Number Result set end. Used only if _from is used.

LiveAgent.addTag

Creates new tag

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
backgroundColor String Tag background color
color String Tag color
id String Tag id
name String Tag name

LiveAgent.getSingleTag

Retrieves a tag

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
tagId String ID of the tag

LiveAgent.updateTag

Updates a tag

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
tagId String ID of the tag
backgroundColor String Tag background color
color String Tag color
id String Tag id
name String Tag name

LiveAgent.deleteTag

Deletes a tag

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
tagId String ID of the tag

LiveAgent.listTickets

Retrieves list of all tickets

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
page Number Page to display. Not used if from is defined.
perPage Number Results per page. Used only if page is used.
from Number Result set start. Takes precedence over page.
to Number Result set end. Used only if _from is used.
sortDir Select Sorting direction ASC or DESC
sortField String Sorting field
filters String Filters (json object{column:value, …})

LiveAgent.getSingleTicket

Retrieves a ticket

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
ticketId String ID of the ticket

LiveAgent.updateTicket

Updates a ticket

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
ticketId String ID of the ticket
agentId String Agent ID
departmentId String Department ID
ownerContactId String Owner contact ID
status Select Status of the ticket. I - init N - new T - chatting P - calling R - resolved X - deleted B - spam A - answered C - open W - postponed
tags List List of tags

LiveAgent.getTicketAttribute

Retrieves a ticket attribute

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
ticketId String ID of the ticket
attribute Select Attribute of the ticket

LiveAgent.setTicketAttribute

Sets a ticket attribute

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
ticketId String ID of the ticket
attribute Select Attribute of the ticket
value String Value of the ticket attribute

LiveAgent.getTicketSla

Retrieves a ticket sla

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
ticketId String ID of the ticket

LiveAgent.deleteTicket

Deletes a ticket

Field Type Description
apiKey credentials Your API key
organizationName String Name of your organization
ticketId String ID of the ticket
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