Socket API
Socket API Chat Library that correspond to processes that transform your Custom Channel into a fully functional AI Chatbot.
This is the Chat Library of the Socket API that is currently available and compatible with the Captivate Chat platform. These are all intended to create processes that will transform your Custom Channel into a full-blown AI Chatbot.
The full documentation is available here.
REMINDER
This Socket API is advisable to be used by developers familiar with the product or service you want to transform into a Custom Channel.
Please provide this page to them so they can conduct proper testing with the Custom Channel you want to create.
socket_connected
Successful creation of a Channel session.
Emit : No Receive : Yes Payload
{
"action": "receiveMessage",
"event": {
"event_type": "socket_connected",
"event_id": "Vp6roFYZLPEFfcg=",
"event_payload": {
"socket_id": "Vp6roemHLPECFOQ="
},
"accepts_response_payload": false
}
}conversation_start
Send this event to start a new conversation in Captivate Chat. On successful creation, expect to receive bot_messages and be able to send user_messages.
Emit : Yes Receive : No Payload :
conversation_start (with metadata)
This action initiates a new conversation for a specific user and allows you to attach metadata, such as user details.
Emit: Yes Receive: No Payload:
conversation_start_success
This event is received event to start a new conversation in a Captivate Flow.
On successful creation, expect to receive bot_messages immediately with the same conversation_id received here. Consider this as a confirmation that conversation start request has been successful.
Emit : No Receive : Yes Payload :
user_message
User messages sent from the client application.
Emit : Yes Receive : No Payload
bot_message
Bot messages sent from the Chat Flow. Emit : No Receive : Yes Payload showing the model of the bot_message content
Payload example
sendMessage (with files)
This action sends a message from a user and includes file attachments.
Emit: Yes Receive: No Payload:
livechat_message
Live Chat messages sent from the connected live chat application (Slack, MS Teams, Freshdesk, etc.).
Emit : No Receive : Yes Payload
metadata
Metadata that can be set from the client application. This Captivate Chat document details how and why metadata is used in Captivate Chat. Examples of metadata that can be set are channel user data and sending preconfigured data depending on where the user is on the website. This metadata will be saved in Captivate Chat sessions and can be retrieved if required.
Emit : Yes Receive : No Payload
action
Aside from messages, actions can also be exchanged by the client application and Captivate Chat. Actions can be used for triggering events on both sides.
For example, a reserved CH action “escalateToHuman” can be emitted from the client application for this example scenario:
There is button in the Web Widget that the user can click to ask for a Live Chat agent for assistance. Client application should then emit an action to Captivate Chat, and the Chat Flow will handle the action accordingly.
It is also possible to receive an action from Captivate Chat for an example scenario:
A user asks the chatbot “How do I reach you”, the chatbot then recognizes this and sends an outgoing action back to the channel with a title “redirectToContactUs”. It is up to the client application developer then to utilize the action received.
Emit : Yes Receive : Yes Payload
conversation_transcript_request
Send this event to request for the conversation transcripts associated with a socket connection. Expect to receive a conversation_transcript event as a response.
Emit : Yes Receive : No Payload :
get_conversations
Request the list of Conversation IDs for a specific user by providing their userId
Emit: Yes Receive: Yes Payload:
Sample Response:
delete_conversation
This action removes an existing conversation using conversation_id.
Emit: Yes Receive: No Payload:
delete_conversation (all conversations)
This action removes all existing conversation using userId
Emit: Yes Receive: No Payload:
delete_conversation_success
When a conversation is deleted, the server sends an event called delete_conversation_success.
This event provides confirmation that the deletion has happened.
Emit: No Receive: Yes Payload:
metadata_request
This action retrieves the metadata for a specific conversation using the conversation's unique ID (idChat).
Emit: Yes Receive: Yes Payload:
conversation_transcript
The returned transcript in response to conversation_transcript_request event.
Emit : No Receive : Yes Payload :
Payload example with user, agent, and bot messages:
conversation_update
Updates specific to a conversation session. Details for updates types will be provided in the next documents.
Emit : No Receive : Yes Payload :
general_error
Sent during errors.
Emit : No Receive : Yes Payload
Example – at the moment, this Invalid conversation_Id is the only possible error returned.
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