About the Chat Service

Overview

This section describes the chat portion of the Genesys Web API Server REST API and provides guidance for developers building chat-related client applications.

To assist developers, we provide a few Chat REST API Samples.

Life Cycle of a Chat Session

The chat service is stateless, so in order to know whether a chat interaction is active, we have a requirement to use long polling and do this with the GetMessages operation.

Once a chat session starts, your application must periodically refresh by sending a GetMessages request to keep the session alive.

The refresh frequency is dependent on your application. However, you can use the flex-disconnect-timeout configuration option in Chat Server to specify the maximum timeout between refresh requests.

Important

Ensure that the interval in which your application calls the GetMessages request falls within the flex-disconnect-timeout value.

This is a Chat-specific requirement.

Chat Server Status Codes

The Web API Server Chat Service now includes status codes in the HTTP response. Here is a list of the codes and their meanings:

• statusCode 0—The attempted communication with Chat Server was successful.
• statusCode 1—If Chat Server sends an error response that corresponds to a recoverable error, then there was a recoverable error. Otherwise, there was a connection error with Chat Server.
• statusCode 2—There was a non-recoverable error.

Status Codes and Outcomes

Status Code	chatEnded=true/false	Does the Chat Client Consider That The Session Has Ended?	Comment
Successful Outcomes
0	false	No	Everything is fine
0	true	Yes	The chat has ended; terminate the session
Unsuccessful Outcomes
1	false	No	The request was unsuccessful; retry
1	true	N/A	This case isn't possible, as the request was unsuccessful and the last successful chatEnded flag is inherited
2	true or false	Yes	Unrecoverable error; terminate the session