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Management Overview | Text Platform Docs & API Reference

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L10.875,5.75 L6.75,5.75 Z" fill-rule="nonzero" fill="currentColor"></path></svg></div>Management Overview</div></a></div><style data-emotion-css="1psvkz3">.css-1psvkz3{display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;-webkit-box-pack:justify;-webkit-justify-content:space-between;-ms-flex-pack:justify;justify-content:space-between;margin-right:10px;font-weight:500;font-size:16px;border-radius:0px 8px 8px 0px;}.css-1psvkz3:hover{background-color:#f6f6f7;}</style><div class="css-1psvkz3"><style data-emotion-css="19nl305">.css-19nl305{display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;color:#62626D;width:100%;}.css-19nl305:hover{color:#4284F5;cursor:pointer;-webkit-text-decoration:none;text-decoration:none;}</style><a class="css-19nl305"><div class="css-2hhlpj"><div class="css-oe3dsw"><svg fill="#424D57" width="12px" height="16px" viewBox="0 0 12 16" version="1.1" xmlns="http://www.w3.org/2000/svg" xlink="http://www.w3.org/1999/xlink"><path d="M1.5,0.5 C0.675,0.5 0.0075,1.175 0.0075,2 L0,14 C0,14.825 0.6675,15.5 1.4925,15.5 L10.5,15.5 C11.325,15.5 12,14.825 12,14 L12,5 L7.5,0.5 L1.5,0.5 Z M6.75,5.75 L6.75,1.625 L10.875,5.75 L6.75,5.75 Z" fill-rule="nonzero" fill="currentColor"></path></svg></div>Configuration API</div></a></div><div class="css-1psvkz3"><a class="css-19nl305"><div class="css-2hhlpj"><div class="css-oe3dsw"><svg fill="#424D57" width="12px" height="16px" viewBox="0 0 12 16" version="1.1" xmlns="http://www.w3.org/2000/svg" xlink="http://www.w3.org/1999/xlink"><path d="M1.5,0.5 C0.675,0.5 0.0075,1.175 0.0075,2 L0,14 C0,14.825 0.6675,15.5 1.4925,15.5 L10.5,15.5 C11.325,15.5 12,14.825 12,14 L12,5 L7.5,0.5 L1.5,0.5 Z M6.75,5.75 L6.75,1.625 L10.875,5.75 L6.75,5.75 Z" fill-rule="nonzero" fill="currentColor"></path></svg></div>Webhooks</div></a></div><div class="css-1psvkz3"><a class="css-19nl305"><div class="css-2hhlpj"><div class="css-oe3dsw"><svg fill="#424D57" width="12px" height="16px" viewBox="0 0 12 16" version="1.1" xmlns="http://www.w3.org/2000/svg" xlink="http://www.w3.org/1999/xlink"><path d="M1.5,0.5 C0.675,0.5 0.0075,1.175 0.0075,2 L0,14 C0,14.825 0.6675,15.5 1.4925,15.5 L10.5,15.5 C11.325,15.5 12,14.825 12,14 L12,5 L7.5,0.5 L1.5,0.5 Z M6.75,5.75 L6.75,1.625 L10.875,5.75 L6.75,5.75 Z" fill-rule="nonzero" fill="currentColor"></path></svg></div>Changelog</div></a></div></div></aside><style data-emotion-css="1g06r20">.css-1g06r20{padding-bottom:30vh;position:relative;width:100%;}@media (min-width:768px){.css-1g06r20{width:calc(100% - 258px);max-width:900px;}}</style><div class="css-1g06r20"><style data-emotion-css="c8i9h7">.css-c8i9h7{margin-top:120px;padding:0px 30px;}@media (min-width:768px){.css-c8i9h7{padding:0px 60px;}}.css-c8i9h7.redoc{margin-top:60px;display:block;}</style><article class=" css-c8i9h7"><style data-emotion-css="1lyzzun">.css-1lyzzun{margin:3em 0 1em;padding:2em 0 1em;}</style><div class="css-1lyzzun"><style data-emotion-css="12qxxrf">.css-12qxxrf{margin:0;display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-box-pack:justify;-webkit-justify-content:space-between;-ms-flex-pack:justify;justify-content:space-between;-webkit-flex-direction:column;-ms-flex-direction:column;flex-direction:column;font-weight:500;text-rendering:optimizeLegibility;font-size:2.25rem;line-height:1.1;-webkit-letter-spacing:-0.02em;-moz-letter-spacing:-0.02em;-ms-letter-spacing:-0.02em;letter-spacing:-0.02em;}@media (min-width:768px){.css-12qxxrf{-webkit-flex-direction:row;-ms-flex-direction:row;flex-direction:row;}}</style><h2 id="management-overview" class="css-12qxxrf"><span>Management Overview</span><style data-emotion-css="1g0dr3m">.css-1g0dr3m{margin-top:8px;}.css-1g0dr3m > label{margin:0 0 5px 0;}.css-1g0dr3m label + div{-webkit-box-pack:end;-webkit-justify-content:flex-end;-ms-flex-pack:end;justify-content:flex-end;}</style></h2></div><style data-emotion-css="1679d3t">.css-1679d3t{border-bottom:1px solid #e0e4e9;padding-bottom:0.5em;}</style><h2 class="heading css-1679d3t"><style data-emotion-css="180507a">.css-180507a{color:inherit;-webkit-text-decoration:none;text-decoration:none;position:relative;}.css-180507a:hover{color:inherit;-webkit-text-decoration:none;text-decoration:none;}.css-180507a:hover:before{content:"#";position:absolute;font-weight:300;left:-1em;top:1px;opacity:0.3;}.css-180507a:focus-visible{outline-width:0px;}</style><a id="introduction" href="#introduction" class="reference css-180507a"><a href="/docs/management#introduction"><span class="icon icon-link"></span></a>Introduction</a></h2><p>The Configuration API allows you to manage resources such as <strong>agents, auto access, bots, groups, properties, and webhooks</strong>. You can use it to build advanced integrations as well as alter the configuration of your resources directly via the API.</p><h3 class="heading"><a id="use-cases" href="#use-cases" class="reference css-180507a"><a href="/docs/management#use-cases"><span class="icon icon-link"></span></a>Use cases</a></h3><p>Here are some of the most common use cases of the Configuration API:</p><ul><li>Build integrations that connect LiveChat with other services via <strong>webhooks</strong>. React to events happening in the chat.</li><li>Create automation solutions with the use of <strong>bots</strong>. Connect LiveChat with various AI solutions.</li><li>Use <strong>properties</strong> to store information about chats, threads, or events.</li></ul><h2 class="heading css-1679d3t"><a id="api-versioning" href="#api-versioning" class="reference css-180507a"><a href="/docs/management#api-versioning"><span class="icon icon-link"></span></a>API versioning</a></h2><p>The LiveChat Configuration API goes through several stages in its lifecycle.</p><style data-emotion-css="q76ucn">.css-q76ucn{width:100%;overflow-x:auto;}</style><div class="css-q76ucn"><table><thead><tr><th></th><th></th></tr></thead><tbody><tr><td><strong>dev preview</strong></td><td>It gives a preview of the features that are currently in development. <strong>It&#x27;s subject to change and comes with limited access</strong>. Contact us at <a href="mailto:developers@text.com">developers@text.com</a> or <a href="/docs/management#open-chat">ask on the chat</a> to get access. Lasts for ~6-7 months.</td></tr><tr><td><strong>stable</strong></td><td>It has a closed feature set and is publicly available. It receives all bug fixes. Lasts for ~6-7 months.</td></tr><tr><td><strong>legacy</strong></td><td>We&#x27;re gradually dropping support for this version. It receives only critical and security bug fixes. Lasts for ~1-1.5 years. Responses contain the <code>Legacy</code> header that specifies when this stage ends (in the <code>YYYY-MM-DD</code> format).</td></tr><tr><td><strong>deprecated</strong></td><td>It receives only critical and security bug fixes. Lasts for 6 months before it&#x27;s decommissioned. Responses contain the <code>Deprecation</code> header that specifies when this stage ends (in the <code>YYYY-MM-DD</code> format).</td></tr></tbody></table></div><style data-emotion-css="v3memn">.css-v3memn{display:block;max-width:100%;overflow:hidden;position:relative;box-sizing:border-box;margin-top:0;margin-left:0;margin-right:0;margin-bottom:10px;}</style><div class="css-v3memn"><style data-emotion-css="1iwrs7v">.css-1iwrs7v{box-sizing:border-box;display:block;max-width:100%;padding-top:calc(149 / 800 * 100%);}</style><div class="css-1iwrs7v"><style data-emotion-css="5r33xa">.css-5r33xa{position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;}</style><img alt="Configuration API lifecycle" src="/docs/images/messaging/livechat-api-versioning.png" decoding="async" class="css-5r33xa"/></div></div><h3 class="heading"><a id="current-versioning" href="#current-versioning" class="reference css-180507a"><a href="/docs/management#current-versioning"><span class="icon icon-link"></span></a>Current versioning</a></h3><p>Refer to this chart to learn the details about our current APIs lifecycle. One block on the chart represents a quarter of a year.</p><div class="css-v3memn"><style data-emotion-css="nnxff3">.css-nnxff3{box-sizing:border-box;display:block;max-width:100%;padding-top:calc(197 / 640 * 100%);}</style><div class="css-nnxff3"><img alt="Current API lifecycle" src="/docs/images/messaging/livechat-api-lifecycle-current.png" decoding="async" class="css-5r33xa"/></div></div><h2 class="heading css-1679d3t"><a id="resources" href="#resources" class="reference css-180507a"><a href="/docs/management#resources"><span class="icon icon-link"></span></a>Resources</a></h2><h3 class="heading"><a id="agents" href="#agents" class="reference css-180507a"><a href="/docs/management#agents"><span class="icon icon-link"></span></a>Agents</a></h3><p>An agent is a type of user who communicates with customers. You can see the sample agent data structure in the <a href="/docs/management/configuration-api#get-agent">response of Get Agent</a>. The Configuration API allows for multiple agent-related actions, including creating, updating, deleting, and suspending agents.</p><style data-emotion-css="9mlxei">.css-9mlxei{font-weight:600;cursor:pointer;}.css-9mlxei:after{content:"";width:16px;height:16px;display:inline-block;vertical-align:middle;margin-bottom:1px;background-image:url("data:image/svg+xml,%3Csvg xmlns='http://www.w3.org/2000/svg' width='16' height='16' viewBox='0 0 24 24'%3E%3Cpath d='M10 6L8.59 7.41 13.17 12l-4.58 4.59L10 18l6-6z' fill='%232200ff'/%3E%3Cpath d='M0 0h24v24H0z' fill='none'/%3E%3C/svg%3E");}</style><a class="css-9mlxei">See agent methods</a><h3 class="heading"><a id="auto-access" href="#auto-access" class="reference css-180507a"><a href="/docs/management#auto-access"><span class="icon icon-link"></span></a>Auto access</a></h3><p>Auto access is a functionality that allows for assigning customers to dedicated groups based on the URL or the customer&#x27;s geolocation. When a customer who matches some pre-defined auto access rules starts a chat, the chat is automatically routed to the specific group. You can use auto access, for example, to provide multi-language support with each group of agents being responsible for communication in a different language.</p><a class="css-9mlxei">See auto access methods</a><h3 class="heading"><a id="bots" href="#bots" class="reference css-180507a"><a href="/docs/management#bots"><span class="icon icon-link"></span></a>Bots</a></h3><p>Bots are similar to regular agents. The main difference between them is that bots have a greater potential for automation, for example, they can listen for and react to incoming webhooks and pushes.</p><p>Bots are created and managed via the Configuration API. Just as regular agents, bots can call Agent Chat API by the Web or RTM API.</p><p>To change a bot&#x27;s status (<code>accepting_chats</code>, <code>not_accepting_chats</code>, or <code>offline</code>), use the <a href="/docs/messaging/agent-chat-api#set-routing-status">Set Routing Status</a> method from the Agent Chat API.</p><a class="css-9mlxei">See bot methods</a><h4 class="heading"><a id="bot-authorization" href="#bot-authorization" class="reference css-180507a"><a href="/docs/management#bot-authorization"><span class="icon icon-link"></span></a>Bot authorization</a></h4><p>There are two authorization mechanisms for bots:</p><ul><li>old (v3.5 and lower): <code>X-Author-Id</code> mechanism; bots use the <a href="/docs/authorization/agent-authorization">agent token</a> to call the API</li><li>new (v3.5 and higher): bots use their own authorization tokens</li></ul><p>Version 3.5 supports both authorization mechanism. Read more in <a href="/docs/changelog#bots">Changelog</a>.</p><h3 class="heading"><a id="groups" href="#groups" class="reference css-180507a"><a href="/docs/management#groups"><span class="icon icon-link"></span></a>Groups</a></h3><p>Groups let you organize your work by creating teams with agent and bot members. You can use groups to do configuration based on shared settings (language, working hours, department) and to separate chat routing.</p><a class="css-9mlxei">See group methods</a><h3 class="heading"><a id="properties" href="#properties" class="reference css-180507a"><a href="/docs/management#properties"><span class="icon icon-link"></span></a>Properties</a></h3><p>Properties are key-value storages. Depending on the API version, they can be set within the following locations: a chat, a thread, an event, a group, and a license. Property configuration is owned by a Client Id (integration), not by license (v3.3+). Properties can be public or private.</p><ul><li><a class="css-9mlxei">Learn more about properties</a></li><li><a class="css-9mlxei">See property methods</a></li></ul><h3 class="heading"><a id="webhooks" href="#webhooks" class="reference css-180507a"><a href="/docs/management#webhooks"><span class="icon icon-link"></span></a>Webhooks</a></h3><p>In a nutshell, actions invoked by the use of Messaging APIs or the Configuration API result in events. You can be notified about those events with webhooks. LiveChat provides a number of webhooks, which you can register and manage via the Configuration API. Just like properties, webhooks are registered per Client Id (integration), not per license (v3.3+).</p><p>We can distinguish two types of webhooks:</p><ul><li>license webhooks</li><li>bot webhooks</li></ul><p>Once <strong>license webhooks</strong> are set up, you will always receive them. Read our tutorial on <a target="_blank" href="https://developers.livechat.com/updates/setting-up-webhooks-with-livechat-api/">how to configure LiveChat license webhooks via the Configuration API</a>.</p><p><strong>Bot webhooks</strong> are strongly coupled with the bot&#x27;s status (<code>accepting chats</code>, <code>not accepting chats</code>, <code>offline</code>). If the bot is offline, webhooks won&#x27;t be received.</p><ul><li><a class="css-9mlxei">Learn more about webhooks</a></li><li><a class="css-9mlxei">See available webhooks</a></li><li><a class="css-9mlxei">See webhook methods</a></li></ul><style data-emotion-css="1fsewzh">.css-1fsewzh{margin-top:50px;}.css-1fsewzh > label{margin:0 0 5px 0;}.css-1fsewzh label + div{-webkit-box-pack:center;-webkit-justify-content:center;-ms-flex-pack:center;justify-content:center;}</style></article></div><p>...</p></div><style data-emotion-css="1mpu5jj">.css-1mpu5jj{display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-box-pack:space-evenly;-webkit-justify-content:space-evenly;-ms-flex-pack:space-evenly;justify-content:space-evenly;-webkit-align-items:start;-webkit-box-align:start;-ms-flex-align:start;align-items:start;-webkit-flex-wrap:wrap;-ms-flex-wrap:wrap;flex-wrap:wrap;background-color:#f6f6f7;color:#424d57;min-height:248px;margin-bottom:45px;}@media 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