Proactive Chat

With Proactive chats, agents can send a message to your customer first. You can utilize proactive chats to send marketing or announcement messages to a specific customer. When a customer replies to an agent’s message, the proactive chat automatically changes to a general ticket and is assigned to an available agent within a ticket’s team based on auto ticket routing.

Resource Representation

Here's what a Proactive Chat resource looks like:

Property name	Type	Description
id	int	The unique ID of the proactive chat.
project	int	The unique ID of a Desk project where the chat belongs.
message	string	The content of the message.
messageCount	int	The count of messages within the chat.
createdBy	object	Information about the agent who created the chat.
assignedGroup	object	Information about the group where the chat is assigned.
sentCount	int	The number of chats sent out.
respondedCount	int	The number of chats that received responses.
closedCount	int	The number of chats that have been closed/resolved.
customersList	string	A string representation of customer IDs included in the chat.
createdAt	string	The date time when the proactive chat was created, in ISO 8601 format.
updatedAt	string	The last time the proactive chat was updated, in ISO 8601 format.
priority	string	The priority of the proactive chat. Valid values are LOW, MEDIUM, HIGH, URGENT.

Actions

Endpoints are relative to the base URL allocated to your application. In this document, the /proactive_chats endpoint is prefixed by https://api-{application_id}.sendbird.com/platform/v1.
It is recommended to urlencode parameter values in API URLs, such as {proactive_id}.

List of Actions

Action	HTTP request
Create Proactive Chat	`POST` /proactive_chats Initiates a new Proactive Chat.
Get Proactive Chat	`GET` /proactive_chats/{proactive_id} Retrieves information about a specific Proactive Chat.

Create Proactive Chat

Initiates a new Proactive Chat with customers.

HTTP Request

POST https://api-{application_id}.sendbird.com/platform/v1/proactive_chats

Request Body

Include the following properties in your request body:

Property name	Type	Description	Required
message	string	The content of the message you want to send in the Proactive Chat.	Yes
groupKey	string	The key of the group where the chat should be assigned.	Yes
customerIds	list[int]	A list of customer IDs to start the chat with.	Yes
agentId	int	The ID of the agent who will be handling the chat.	Yes
priority	string	The priority level of the chat: `LOW`, `MEDIUM`, `HIGH`, `URGENT`. (Default: `MEDIUM`)	No

Successful Response

If successful, this action returns a JSON representation of the created Proactive Chat in the response body.

Get Proactive Chat

Retrieves information about a specific Proactive Chat.

HTTP Request

GET https://api-{application_id}.sendbird.com/platform/v1/proactive_chats/{proactive_id}

Parameters

Include the {proactive_id} parameter in the URL path.

Parameter name	Type	Description	Required
proactive_id	int	The ID of the specific Proactive Chat.	Yes

Request Body

No request body needed.

Successful Response

If successful, the server returns the Proactive Chat resource as a JSON object in the response body.

On this page

Resource Representation Actions Create Proactive Chat Get Proactive Chat