Udesk-Customer service solution leader

Interaction Flow

Interaction Diagram

General Udesk API Instructions

Documentation reference: <https://www.udesk.cn/website/doc/apiv2/intro/ > Glossary:

urobot, robot: These terms are synonymous and represent the Udesk robot.

Create Customer

Documentation reference: <https://www.udesk.cn/website/doc/apiv2/customers/#_10 >

Create Session (Request Customer Service Assignment)

POST /im/sessions

Request Parameters

Parameter Name	Type	Required	Description
customer_token	String	Yes	Unique identifier for the customer on the application side
assign_type	String	No	Expected assignment type, options are 'robot', 'urobot', 'agent', default is 'robot'
agent_id	Integer	No	Specify the customer service ID for assignment, if provided, ignores assign_type and group_id
group_id	Integer	No	Specify the customer service group ID for assignment, if provided, ignores assign_type
channel	String	No	Custom channel
robot_role_id	String	No	Customer role for the Udesk robot
robot_id	Integer	No	Udesk robot ID
scene_id	Integer	No	Udesk robot corresponding scene ID

customer_token should be consistent with the open_api_token used when creating the customer If neither agent_id nor group_id is specified, and assign_type is 'agent', the system will assign according to the system's rules robot_role_id needs to be set up in the Yunwen side first When assign_type is 'urobot', robot_id and scene_id are required, and robot_id is the robot ID defined in Udesk, see Get urobot List for how to obtain it If the user with this customer_token does not exist in the system Udesk will automatically create a user named API Anonymous User (customer_token) The customer_token in parentheses is the value passed in the parameter

Example

curl  'https://demo.udesk.cn/open_api_v1/im/sessions?email=admin@udesk.cn&sign_version=v2&timestamp=1648432914&sign=8a6wfe5dfd404d11a1e7fd5b7410b05ebdd561a4&nonce=1648632914&customer_token=828cw3d9-6a61-4afe-9efe-2c071d0e7cb3&assign_type=robot&agent_id=397' \
-X POST \
-H 'Content-Type: application/json' \
-d '{
   "agent_id":"397",
   "customer_token":"827wd5r9-7a61-4afe-9efe-2c071d0e9cb2",
   "assign_type":"agent"
}'

Response Data

Attribute Name	Type	Description
code	Integer	Execution result code, 1000 represents success
message	String	Welcome message upon successful assignment, error message upon failure
assign_type	String	Assignment type, 'robot', 'agent', 'urobot'
assign_info	Object	Assignment result information

The structure of assign_info varies depending on the value of assign_type.

Robot Response

When assign_type is 'robot', the structure of assign_info is as follows:

Attribute Name	Type	Description
robot_name	String	Robot name
robot_avatar	String	Robot avatar
welcome_message	String	Welcome message
unknow_message	String	Unknown answer message

Example

{
  "code": 1000,
  "message": "Request successful",
  "assign_type": "robot",
  "assign_info": {
    "robot_name": "Udesk Customer Service Robot",
    "robot_avatar": "https://rd-dota.udesk.cn/entry/images/agent-avatar-3e6a68e1e1fcb4db653d9e93263f7946.png",
    "welcome_message": "<p>Hello, I am the intelligent customer service robot, I can answer your related business questions, ask me anything! It's my pleasure to serve you!</p><p><br/></p>",
    "unknow_message": "<p>I'm sorry, I can only answer common business-related questions! This question is currently out of my knowledge range, I will continue to work hard to learn! You can also ask me with simpler language...Maybe I can answer you...</p>"
  }
}

When assign_type is 'urobot', the structure of assign_info is as follows:

Attribute Name	Type	Description
sessionId	Integer	Session ID
logId	Integer	Log ID of this entry
leadingWord	String	Lead-in phrase
helloWord	String	Welcome phrase
robotName	String	Robot name
logoUrl	String	Robot avatar
topAsk	Object	List of common questions

Example

Request

curl  'https://test.udesk.cn/open_api_v1/im/sessions?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2' \
-X POST \
-H 'Content-Type: application/json' \
-d '{
  "customer_token":"test20191018224601",
  "assign_type":"urobot",
  "scene_id":39,
  "robot_id":12362
}'

Return

{
  "code": 1000,
  "message": "Request successful",
  "assign_type": "urobot",
  "assign_info": {
    "sessionId": 23702,
    "logId": 55392,
    "robotName": "Test",
    "logoUrl": null,
    "leadingWord": "Hello, it's my pleasure to serve you!",
    "helloWord": "Hello, it's my pleasure to serve you!",
    "topAsk": [
      {
        "quesitionType": "Question Type 1",
        "quesitionTypeId": 2,
        "optionsList": [
          {
            "quesition": "Question 1",
            "quesitionId": 2122
          },
          {
            "quesition": "Question 2",
            "quesitionId": 3222
          }
        ]
      }
    ]
  }
}

Agent Response

When assign_type is 'agent', the structure of assign_info is as follows:

Attribute Name	Type	Description
im_sub_session_id	Integer	Session ID
count	Integer	Queue position
queue	String	Queue name
agent_id	Integer	Assigned customer service ID
agent_name	String	Assigned customer service name
agent_avatar	String	Customer service avatar URL
survey_options	Object	Satisfaction survey settings

Example

Request

curl  'https://test.udesk.cn/open_api_v1/im/sessions?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2' \
-X POST \
-H 'Content-Type: application/json' \
-d '{
  {
  "customer_token":"test20191018224601",
  "assign_type":"agent"
}
}'

Correct Return

{
  "code": 1000,
  "message": "Request successful",
  "assign_type": "agent",
  "assign_info": {
    "im_sub_session_id": 1234,
    "count": 0,
    "agent_id": 3,
    "agent_name": "Tom",
    "agent_avatar": "",
    "survey_options": "See survey_options section",
  }
}

In Queue Return

{
  "code": 2001,
  "message": "The current customer service is busy, you are in the 3rd place in line.",
  "assign_type": "agent",
  "assign_info": {
    "count": 3,
    "queue": "queue:company:1:agent:486"
  }
}

Assignment Threshold

{
  "code": 2001,
  "message": "Customer service assignment in progress!",
  "assign_type": "agent",
  "assign_info": {
    "count": 0,
  }
}

Customer Service Offline

{
  "code": 2002,
  "message": "There is no customer service online at the moment",
  "assign_type": "agent",
  "assign_info": {
    "count": 0,
  }
}

survey_options

"survey_options":
    "enabled": true,   # Whether it is open
    "name": "Satisfaction Evaluation",
    "title": "How do you evaluate this service?",  # Prompt shown to the customer
    "desc": "Thank you for your support, in order to better serve you, please evaluate this service (reply with a letter) ",  # Weibo API satisfaction evaluation guide language
    "remark_enabled": true,  # Whether to allow remarks
    "remark": "You can leave a remark for the evaluation", # Evaluation remark prompt
    "show_type": String text|exp| expression|star  // Show type
    text: {  // Optional, when show_type is text display
        default_option_id:
        options: [{
          id:
          text: Very satisfied|Satisfied|Average|Unsatisfied|Very unsatisfied (can be modified, displayed in BI)
          desc: Cannot be modified
          tags: "tag1,tag2"  // Custom evaluation tags such as: Good service, strong professionalism, good attitude...
          remark_option: hide|required|optional
          }]
      },
      expression: { // Optional, when show_type is expression display
        default_option_id:
        options: [{
          id:
          text: Satisfied|Average|Unsatisfied
          tags: "tag1,tag2"
          remark_option: hide|required|optional
          }]
      },
      star: {  // Optional, when show_type is star display
        default_option_id:
        options: [{
          id:
          text: Satisfied|Average|Unsatisfied
          tags: "tag1,tag2"
          remark_option: hide|required|optional
          }]
      },
    "options": [    # Compatible mode, evaluation options / id corresponds to /im_sessions/survey option_id
      {
        "id": 36,
        "text": "Super satisfied",
        "enabled": true
      },
      {
        "id": 37,
        "text": "Satisfied",
        "enabled": true
      },
      {
        "id": 38,
        "text": "Average",
        "enabled": true
      },
      {
        "id": 39,
        "text": "Unsatisfied",
        "enabled": true
      },
      {
        "id": 40,
        "text": "Very unsatisfied",
        "enabled": true
      }
    ],
    "methods": [  # Satisfaction evaluation methods
      {
        "id": 7,
        "flag": "after_session",
        "text": "Pop up after the session ends",
        "enabled": true
      },
      {
        "id": 74,
        "flag": "agent_invite",
        "text": "Customer service actively invites",
        "enabled": true
      },
      {
        "id": 1485,
        "flag": "customer_invite",
        "text": "Customer actively evaluates satisfaction (only supported by web and Android/iOS SDK)",
        "enabled": true
      }
    ],
    "resolved_enabled": true,
    "resolved_options": {
      "title": "Has your problem been resolved?",
      "options": [
      {
        "option_select": true,
        "option_name": "Resolved"
      },{
        "option_select": true,
        "option_name": "Unresolved"
      }],
      "value": "0" # Option default value
    }

Close Session

The client actively closes the specified session. DELETE /im/sessions/:session_id

Request Parameters

Parameter Name	Type	Required	Description
session_id	Int	Yes	Session ID, in URL

Response Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success

Example

$ curl -XDELETE 'https://demo.udesk.cn/open_api_v1/im/sessions/123?session_id=123&email=admin@udesk.cn&sign_version=v2&timestamp=1645198019&sign=925f7a1a4ec944f52d59d33a9e35cb6e2478e589&nonce=1648194019'

Delete Session

Delete a session that has been closed.

Request Method

DELETE /im/sessions/destroy_session

Request Parameters (Query String)

Parameter Name	Required	Type	Description
start_time	Yes	String	Example "2022-05-19 19:50:33"
end_time	Yes	String	Example "2022-05-19 20:50:33"
customer_id	No	Int	If this parameter is passed, only the conversation records of the customer in the corresponding time period will be deleted; if not, all conversation records in the corresponding time period will be deleted

The start_time and end_time query the creation time of the session.

Response Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success

Example

Request

curl -X DELETE 'https://test.udesk.cn/open_api_v1/im/sessions/destroy_session?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2&start_time=2022-05-19%2019%3A50%3A33&end_time=2022-05-19%2020%3A50%3A33&customer_id=123123'

Response

{
"code": 1000
}

Abandon Queue

The client actively closes and abandons the specified queue. DELETE /im/sessions/close_queue

Request Parameters

Parameter Name	Type	Required	Description
customer_token	String	Yes	Unique customer identifier on the application side.
queue	String	Yes	Queue data returned when creating a session and queuing.

Response Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success.

Example

$ curl -XDELETE 'https://test.udesk.cn/open_api_v1/im/sessions/close_queue?customer_token=123qwe&queue=queue:company:1:agent:486&email=admin@test.com&sign=61b00dedbc749691232386fed059898af61b92c&timestamp=1526293384'

Send Message Preview

The API sends a message preview from the customer to the agent (the assign_type of the session needs to be agent). PUT /im/sessions/:session_id/message_preview

Note: This interface requires separate activation. This interface has its own frequency limit: 3 times per session_id per second.

Request Parameters

Parameter Name	Type	Required	Description
session_id	Int	Yes	Session ID, in URL.
content	String	Yes	Preview content text, will clear the preview if it's an empty string, in request body.

Ways to clear the message preview:

The preview content will be automatically cleared when the agent receives a message from the customer.

When calling this interface with an empty string in content, it will also clear the message preview for the corresponding session.

Response Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success.

Error Response

Code Value	Message Description
2062	Session not found or closed.
2065	Interface not activated.

Example

Request

curl 'https://test.udesk.cn/open_api_v1/im/sessions/1/message_preview?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2' \
-X PUT \
-H 'Content-Type: application/json' \
-d '{"content": "Test preview"}'

Response

{
"code": 1000
}

Send Message

The API allows the customer to send a message to the agent (the assign_type of the session needs to be agent). POST /im/messages

Note: For messages sent to the robot, the type parameter currently only supports 'message'.

Request Parameters

Parameter Name	Type	Required	Description
customer_token	String	Yes	Unique customer identifier on the application side.
im_sub_session_id	Int	Yes	1. Session ID 2. ID is 0 or empty for robot questions 3. ID is -1 for Udesk robot questions 4. -2 for IM workbench messages 5. -3 for messages sent while queuing
message_id	String	Yes	Message ID/company message unique identifier (Udesk robot can omit) Only letters, numbers, "_", "-", special characters are not allowed
type	String	No	Message type, 'message', 'image', 'audio', 'rich', default is 'message'
data	Object	Yes	Message content (see Message Content Format)
robot_id	Int	No	Udesk robot ID (required for Udesk robot)
scene_id	Int	No	Udesk robot corresponding scene ID (required for Udesk robot)
urobot_session_id	Int	No	Udesk robot corresponding session ID
agent_id	Int	No	Specify the agent ID to assign (use with im_sub_session_id=-2)
group_id	Int	No	Specify the agent group ID to assign (use with im_sub_session_id=-2)

Response Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success

Error Response (when assign_type is 'robot')

Code Value	Message Description
1	9200	Session not found or closed
2	2062	Missing parameters

Example

Request

curl 'https://test.udesk.cn/open_api_v1/im/messages?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2' \
-X POST \
-H 'Content-Type: application/json' \
-d '{
  "customer_token":"1234123123",
  "im_sub_session_id":11,
  "message_id":"1",
  "type":"image",
  "data":{
      "content": "Don’t just walk by, come check out our company’s promotional products! You won’t want to miss these great deals! <a href=\"https://xxx.com/1.png\">hotsale.com</a>"
    }
}'

Response

{
"code": 1000
}

Get Customer Offline Unread Messages

Get the number of offline unread messages and details sent by the agent to the customer in the specified session. GET /im/messages/unread_customer_offline

Request Parameters

Parameter Name	Type	Required	Description
im_sub_session_id	Int	Yes	Session ID
customer_id	Int	Yes	Customer ID
app_id	Int	No	SDK app_id (required for SDK channel sessions)

Response Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success
count	Int	Number of unread messages
unread_messages	Array	Message collection, see Message Content Format for details

Request Example

curl https://demo.udesk.cn/open_api_v1/im/messages/unread_customer_offline?im_sub_session_id=1419314&customer_id=5855308&email=admin@udesk.cn&sign_version=v2&timestamp=1646827326&sign=06f59041bbbec54bd2a0b15b45672c9f43539135&nonce=1646827326

Response Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success
count	Int	Number of unread messages
unread_messages	Array	Message collection, see Message Content Format for details

Request Example

curl https://demo.udesk.cn/open_api_v1/im/messages/unread_customer_offline?im_sub_session_id=1419314&customer_id=5855308&email=admin@udesk.cn&sign_version=v2&timestamp=1646827326&sign=06f59041bbbec54bd2a0b15b45672c9f43539135&nonce=1646827326

Modify Customer Online Status

Modify the customer's online status. POST /im/customer_online_state

Request Parameters

Parameter Name	Type	Required	Description
customer_token	String	Yes	OpenApi unique customer identifier
state	Int	Yes	Offline: 0; Online: 1

Response Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success

Request Example

curl https://demo.udesk.cn/open_api_v1/im/messages/unread_customer_offline?im_sub_session_id=1419314&customer_id=5855308&email=admin@udesk.cn&sign_version=v2&timestamp=1646827326&sign=06f59041bbbec54bd2a0b15b45672c9f43539135&nonce=1646827326

Modify Agent Message Read Status

Modify the read status of agent messages. POST /im/messages/read_messages

Request Parameters

Parameter Name	Type	Required	Description
session_id	Int	Yes	Session ID
message_ids	Array	Yes	Array of message IDs

Response Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success

Request Example

curl https://demo.udesk.cn/open_api_v1/im/messages/read_messages?session_id=1234&message_ids=['123','123456']&email=admin@udesk.cn&sign_version=v2&timestamp=1646827326&sign=06f59041bbbec54bd2a0b15b45672c9f43539135&nonce=1646827326

Get Customer Sensitive Word Configuration

Get the customer's sensitive word configuration. GET /im/im_sensitive_words

Response Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success
customer_words_string	String	Configured sensitive words, separated by commas (e.g., "a,b,c,d")
customer_is_open	Int	1 for enabled, 0 or empty for disabled

Request Example

curl https://demo.udesk.cn/open_api_v1/im/im_sensitive_words?email=admin@udesk.cn&sign_version=v2&timestamp=1646827326&sign=06f59041bbbec54bd2a0b15b45672c9f43539135&nonce=1646827326

Get Agent Unread Messages

Agent unread messages are messages successfully sent to the agent by the customer that the agent has not yet read. Get the number of unread messages for the specified session and the number of unhandled messages left within 7 days. GET /im/messages/agent_unread_messages

Request Parameters

Parameter Name	Type	Required	Description
agent_ids	Array	Yes	Agent ID array, limited to 30

Response Data

Attribute Name	Type	Description
code	Int	Execution result code
results	Array	Result set
results.agent_id	Int	Agent ID
results.unread_session_message_num	Int	Number of unread messages
results.unsolved_leave_message_num	Int	Number of unhandled messages left within 7 days

Request Example

curl https://demo.udesk.cn/open_api_v1/im/messages/agent_unread_messages?email=admin@udesk.cn&sign_version=v2&timestamp=1646817998&sign=7ab7fb49d9c32ea246504b3af75a9w65210bca87&nonce=1646827998&agent_ids[]=13

Send Customer Message Read Status

Request Method

Send the customer message read status. POST {Receiving Message URL}

The Receiving Message URL should be set in the Admin->Settings->Channel Management->Interface Messages.

Request Parameters

Parameter Name	Type	Required	Description
session_id	Int	Yes	Session ID
message_ids	Array	Yes	Message ID list

Response Data

Return HTTP status code 200, and the response body should be empty. Note:

Please respond within 5 seconds; otherwise, UDesk will consider the send timeout.
If there are 10 timeouts within 60 seconds, UDesk will stop calling the address for 60 seconds starting from the last timeout.

Reply Message Notification

Request Method

The agent pushes a message to the API customer. POST {Receiving Message URL}

The push format is JSON. The Receiving Message URL should be set in the Admin->Settings->Channel Management->Interface Messages.

Request Parameters

Parameter Name	Type	Required	Description
customer_token	String	Yes	Unique identifier for the customer on the application side
assign_type	String	Yes	Assignment type, 'robot', 'agent', 'urobot'
messages	Array	Yes	Messages
The format of the `messages` object varies depending on the `assign_type`.
When `assign_type` is 'robot', the `messages` format is as follows:

messages: Array
  type: Message type
  message_id: Message ID, String
  data: Message content
    question_id: 0 for greetings library, non-0 for Q&A; non-0 can evaluate the usefulness of Q&A
    question_title: Question content, String
    answer: Text of the question answer, String
    gus_list: Question guidance list
      - question_title: Question content, String
    relate_list: Related question list
      - question_title: Question content, String
    third_url: Related recommended link
      url: Link address, String

{
  "customer_token": "axb",
  "assign_type": "robot",
  "messages": [{
    "type": "message",
    "message_id": "f862f80d-89aa-4f31-92d9-ccd4fcacffcf",
    "data": {
      "question_id": 210530,
      "question_title": "What is the company's business?",
      "answer": "Hi, we are a company that does cloud customer service. Different developments can communicate and manage users on Weibo and WeChat web.",
      "gus_list": [
        {"question_title": "What business do you do"},
        {"question_title": "What business does your company have"}
      ],
      "relate_list": [
        {"question_title": "Where is the company located"},
        {"question_title": "What are the contact details"}
      ],
      "third_url": {
        "url": "https://www.udesk.cn"
      }
    }
  }]
}

When assign_type is 'urobot', the messages format is as follows:

messages: Object
  sessionId: Session ID, String
  logId: Message ID
  aid: Answer ID
  ansContent: Answer content
  ansType: Answer type (1 for normal answer, 2 for answer and suggestion list, 3 for suggestion list, 4 for returning greetings, 6 for unknown speech, 8 for sensitive words)
  hitQuestion: Question content
  suggestQuestionList: Suggestion list
  flowId: Current process ID
  flowTitle: Current process title
  flowContent: Current process answer

{
  "sessionId": 1835244,
  "logId": 3574331,
  "aid": 12,
  "ansContent": "Appeal process",
  "ansType": 1,
  "hitQuestion": "Account appeal",
  "suggestQuestionList": [
    {
      "id": 434,
      "content": "Question 1",
      "type": 1
    }
  ]
}

When assign_type is 'agent', the messages format is as follows:

messages: # Array
  type: Message type, 'message', 'image', 'audio', 'video', 'file', 'rich(rich text message)', 'struct(structured conversation)', 'survey(satisfaction evaluation related events)', 'transfer(transfer event)', 'info_transfer(transfer event, attribute distinction)'
  message_id: Message ID
  agent_id: Agent ID
  agent_name: Agent name
  agent_avatar: Agent avatar
  im_sub_session_id: Session ID
  message_created_at: Message creation time "20170711 09:52:11"
  data: # Same as the content of the sent message
    font: Font, only supports message
    content: Content

{
  "customer_token": "axb",
  "assign_type": "agent",
  "messages": [
    {
      "type": "start_session",
      "message_id": "xxxxx",
      "agent_id": 1,
      "agent_name": "TOM",
      "agent_avatar": "https://123.com/1.png",
      "im_sub_session_id": 3,
      "message_created_at": "20170711 09:52:11",
      "data": {
        "content": "Dialogue started"
      }
    },
    {
      "type": "message",
      "message_id": "xxxxx",
      "agent_id": 1,
      "agent_name": "TOM",
      "agent_avatar": "https://123.com/1.png",
      "im_sub_session_id": 3,
      "message_created_at": "20170711 09:52:12",
      "data": {
        "font": "Font, only supports message",
        "content": "Hello, what can I help you with?",
      }
    },
    {
      "type": "rich",
      "message_id": "xxxxx",
      "agent_id": 1,
      "agent_name": "TOM",
      "agent_avatar": "https://123.com/1.png",
      "im_sub_session_id": 3,
      "message_created_at": "20170711 09:52:13",
      "data": {
        "content": "Our company's promotional products are hot-selling. Don't miss it. <a href=\"https://xxx.com/1.png\">Hot sale.com</a>",
      }
    },
    {
      "type": "close",
      "message_id": "xxxxx",
      "agent_id": 1,
      "agent_name": "TOM",
      "agent_avatar": "https://123.com/1.png",
      "im_sub_session_id": 3,
      "message_created_at": "2018-01-01 00:00:00",
      "data": {
        "close_type": "normal(normal)|redirect(redirect)|force(force)"
        "content": "Close the session",
        "survey_options": "See survey_options section",
      }
    }
  ]
}

Response Data

Return HTTP status code 200, and the response body should be empty. Note:

Please respond within 5 seconds; otherwise, UDesk will consider the send timeout.
If there are 10 timeouts within 60 seconds, UDesk will stop calling the address for 60 seconds starting from the last timeout.

Message Content Format

Type and Supported List

Type	Type	Meaning	Send	Receive	Remarks
message	message	Text message	✓	✓
message	image	Image message	✓	✓
message	audio	Voice message	✓	×	Supports amr format
message	video	Video message	✓	×	Supports mp4 format
message	file	File message	✓	×
message	rich	Rich text message	✓	✓	Supports common html tags
message	struct	Structured conversation message	×	×	Not supported yet
event	start_session	Dialogue start	×	✓	Pushed to the customer when the dialogue starts
event	transfer	Transfer event	×	✓	Pushed to the customer when they are transferred, customers need to modify im_sub_session_id to the new one
event	info_transfer	Transfer event with display content	×	×	Displayed to the customer when they are transferred
event	close	Session close event	✓	✓	Pushed to the customer when the session is closed
event	survey	Satisfaction evaluation related events	×	×	Only displayed in the customer service IM workbench
event	active_guest	Customer service initiating conversation event	×	×	Only supports web visitors
event	info_appoint	Customer service assigning customer event	×	×	Not supported yet
event	form	Send form message event	×	×	Not supported yet
event	form_received	Accept form message event	×	×	Not supported yet
event	info	Pre-inquiry form is_receive: false	×	×	Only for customer service display
event	robot_transfer	Robot transfers the conversation	×	×	Only for customer service display

Note: Messages that are not supported/temporarily not supported/only for customer service display should not be displayed and processed in the client.

Message Content Details

Depending on the type, the structure of the data field also varies:

# Ordinary message
type: 'message'
data:
    font: Font format, optional, for example
    content: Text content  Note: Text content can contain rich text html tags
# Image message
type: 'image'
data:
    content: url
# Voice message
type: 'audio'
data:
    content: url
    filename: 'football.mp4' #
    filesize: "4.3M"
    duration: 200       # Voice duration, may not have # Unit is seconds
type: 'video'  # Only supports mp4
data:
    content: url
    filename: 'football.mp4' # File name
    filesize: "4.3M"    # File size
type: 'rich'  # Supported
data:
    content: <p>Hello, Xiao Ya customer service is happy to serve you. May I help you with anything?</p>
# type: struct  Structured message, currently only supports web/sdk
# Related documentation <https://www.udesk.cn/website/doc/apiv1/im/#im_2>
# start_session Session starts, usually pushed in an array, followed by a welcome message message
type: "start_session",
data:
    content: "Dialogue started"
# transfer The session is transferred, usually pushed in an array, followed by the transfer content message such as: 'Session transfer successful, customer service xx is serving you'
type: "transfer",
data:
    content: "Session transfer"
type: "info_transfer",
data:
    content: "Customer service Jerry213 transfers the session"
type: "close",
data:
    content: "Session closed"

Robot Q&A Evaluation

Parameters

Parameter Name	Type	Required	Description
customer_token	String	Yes	Unique identifier for the customer on the application side
message_id	String	Yes	Message ID of the robot's answer to be evaluated
question_id	Integer	Yes	Question ID
useful	Boolean	Yes	Whether the question is useful

Return

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success

Urobot Robot Session Evaluation (Urobot Usage)

POST /im/sessions/robot_survey

Parameters

Attribute Name	Type	Required	Description
customer_token	String	Yes	Unique identifier for the customer on the application side
im_sub_session_id	Int	Yes	Session ID
option_id	Int	Yes	Evaluation option ID (2: Satisfied, 3: Average, 4: Unsatisfied)
remark	String	No	Evaluation remark
robot_id	Int	Yes	Udesk robot ID (obtained in the system IM Robot module)
scene_id	Int	Yes	Udesk robot corresponding scene ID

Return Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success
message	String	Return message

Example

Request

curl https://demo.udesk.cn/open_api_v1/im/sessions/robot_survey?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2
 \
-X POST \
-H 'content-type: application/json' \
-d '{
"customer_token":"1234121123123",
"im_sub_session_id":101,
"option_id":2,
"robot_id":1101,
"scene_id":39,
"remark":"Very good"
}'

Return

{
"code": 1000,
"message": "Thank you for your feedback"
}

Session Evaluation (Evaluating Customer Service)

POST /im/sessions/survey

Request Parameters

Attribute Name	Required	Type	Description
im_sub_session_id	Yes	Int	Session ID
option_id	Yes	Int	Evaluation option ID
remark	No	String	Evaluation remark
resolved_state_v2	No	Int	Whether resolved option value (0: option 1 indicates resolved, 1: option 2 indicates unresolved)

Note: The range of option_id values refers to the evaluation IDs returned when creating a session. Specifically, refer to the survey_options example to determine the type of show_type returned when creating a session, and the id values range from the current satisfaction type's options parameter.

Return Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success

Example

Request

curl https://demo.udesk.cn/open_api_v1/im/sessions/robot_survey?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2
 \
-X POST \
-H 'content-type: application/json' \
-d '{
  "im_sub_session_id":1001001000,
  "option_id":"111"
}'

Return

{
"code": 1000,
"message": "Thank you for your feedback"
}

Answer Evaluation (Only for Urobot Usage)

POST /im/messages/answer_survey

Request Parameters

Attribute Name	Type	Required	Description
customer_token	String	Yes	Unique identifier for the customer on the application side
message_id	Integer	Yes	Message ID where the answer is located
im_sub_session_id	Integer	Yes	Session ID
option_id	Integer	Yes	Evaluation option ID (1: Satisfied, 2: Unsatisfied, default is satisfied)
robot_id	Integer	Yes	Udesk robot ID
scene_id	Integer	Yes	Udesk robot corresponding scene ID

Return Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success
message	String	Return message

Example

Request

curl https://demo.udesk.cn/open_api_v1/im/messages/answer_survey?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2
 \
-X POST \
-H 'content-type: application/json' \
-d '{
  "customer_token":"123411111",
  "message_id":111,
  "im_sub_session_id":11,
  "option_id":1,
  "robot_id":12,
  "scene_id":1
}'

Return

{
"code": 1000,
"message": "Thank you for your feedback"
}

Flow Question Interface

POST /im/messages/flow Only for Urobot usage

Request Parameters

Attribute Name	Type	Required	Description
customer_token	String	Yes	Unique identifier for the customer on the application side
im_sub_session_id	Int	Yes	Session ID
flow_id	Int	Yes	Selected flow_id
robot_id	Int	Yes	Udesk robot ID
scene_id	Int	Yes	Udesk robot corresponding scene ID

How to get the flow_id: When you receive a push message with a messages.flowContent field and tags that contain data-type="2", you can call this interface. For example:

<p><b data-type="2" class="flow-item" data-id="81" data-robotid="54">Flow subitem A jumps to subitem -1</b></p><p>Flow subitem A jumps to subitem -2<br/></p>
<p><b data-type="1" class="flow-item" data-id="307" data-robotid="54">Classification question A</b></p><p>Classification question B</p>

When you click on Flow subitem A jumps to subitem -1, you can use flow_id=81 to call this interface.

Return Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success

The push data refers to the return data of the Urobot reply message notification interface.

Example

Request

curl https://demo.udesk.cn/open_api_v1/im/messages/flow?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2
 \
-X POST \
-H 'content-type: application/json' \
-d '{
  "customer_token":"1234121123123",
  "messgae_id":1001,
  "im_sub_session_id":17001700,
  "option_id":1,
  "robot_id":1,
  "scene_id":1
}'

Return

{
"code": 1000
}

User Click Behavior Interface

POST /im/messages/hit

Request Parameters

Attribute Name	Type	Required	Description
customer_token	String	Yes	Unique identifier for the customer on the application side
im_sub_session_id	Int	Yes	Session ID
message_id	Int	Yes	Message ID of the robot's answer
robot_id	Int	Yes	Robot ID
question	Int	No	Question content
query_type	Int	Yes	Click type

Return Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success

Example

Request

curl https://demo.udesk.cn/open_api_v1/im/messages/hit?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2
 \
-X POST \
-H 'content-type: application/json' \
-d '{
  "customer_token":"111",
  "message_id":1,
  "im_sub_session_id":10,
  "robot_id":1,
  "scene_id":1,
  "question_id":1,
  "query_type":1
}'

Return

{
"code": 1000
}

Get Urobot List

GET /im/urobots

Return Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success
message	String	Return result information
urobot_list	Array	Detailed information about the robot list

urobot_list

Attribute Name	Type	Description
id	Int	Urobot robot ID
name	String	Robot name
logo	String	Robot avatar
scene_list	Array	Suitable scene information, including id (scene ID), name (scene name)
created_at	String	Time the robot was created

Example

Request

curl https://demo.udesk.cn/open_api_v1/im/urobots?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2

Return

{
  "code": 1000,
  "message": "Request successful",
  "urobot_list": [
    {
      "id": 2,
      "name": "Default Robot",
      "logo": "",
      "scene_list": [
        {
          "id": 114,
          "name": "Default Scene"
        },
        {
          "id": 116,
          "name": "System Default Scene"
        }
      ],
      "created_at": "2018-01-23T10:55:20.000+08:00"
    },
    {
      "id": 3,
      "name": "Test",
      "logo": "",
      "scene_list": [
        {
          "id": 120,
          "name": "System Default Scene"
        }
      ],
      "created_at": "2018-02-05T11:25:30.000+08:00"
    }
  ]
}

Transfer to Human Statistics Interface (Urobot Usage)

POST /im/sessions/transfer_survey

Request Parameters

Parameter Name	Type	Required	Description
im_sub_session_id	Int	Yes	Session ID
robot_id	Int	Yes	Robot ID
scene_id	Int	Yes	Robot scene ID

Return Data

Attribute Name	Type	Description
code	Int	Status
message	String	Request result

Example

Request

curl https://demo.udesk.cn/open_api_v1/im/sessions/transfer_survey?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2
 \
-X POST \
-H 'content-type: application/json' \
-d '{
  "im_sub_session_id":"111",
  "robot_id":1,
  "scene_id":10
}'

Return

{
    "code": 1000,
    "message": "success"
}

Query Queue Status

GET /im/queue_status

Request Parameters

Parameter Name	Required	Description
customer_token	Yes	Unique identifier for the customer on the application side

Return Data

Attribute Name	Type	Description
code	Int	Execution result code, 1000 represents success
status	String	Queue status, 'In queue', 'Not in queue', 'In session', 'Assigning'
count	Int	Queue position

Example

Request

curl https://demo.udesk.cn/open_api_v1/im/queue_status?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2
&customer_token=1234121123123

Return

{
    "code": 1000,
    "status": "Not in queue",
    "count": 0
}

Query Customer Status

Used to check if a customer is in a session, supports querying with customer_token, web_token, or sdk_token. GET /im/customer_status

Request Parameters

Parameter Name	Required	Description
customer_token	No	OpenApi unique customer identifier
web_token	No	Web unique customer identifier
sdk_token	No	SDK unique customer identifier
session_key	No	When `web_token` exists, supports different session statuses for multiple sessions

Note: One of customer_token, web_token, or sdk_token must be present, taking the first parameter with a value in order.

Response Data

Attribute Name	Type	Description
code	Integer	Execution result code, 1000 represents success
status_code	Integer	0, 1, 2, 3
status	String	'No session', 'In session', 'In queue', 'Invalid customer'

Example

Request

curl https://demo.udesk.cn/open_api_v1/im/customer_status?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2
&customer_token=1234121123123&session_key=179306259

Response

{
    "code": 1000,
    "status_code": 0,
    "status": "No session"
}

Query Agent Status

View the online status of all current agents. GET /im/agent_status

Request Parameters

Parameter Name	Required	Description
group_id	No	If specified, only view agents in the given group

If not specified, all agents are returned.

Response Parameters

Attribute Name	Type	Description
code	Integer	Execution result code, 1000 represents success, 11012 if the specified group does not exist
agents	Array	Returns agent data, see Agent Status Details for more information

Agent Status Details

Attribute Name	Type	Description
id	Integer
name	String	Agent's name
nick	String	Agent's nickname, used to display to customers; if empty, the agent's name is displayed
avatar	String	Agent's avatar
im_status	String	Online status: online/busy/offline (Online/Busy/Offline)
im_custom_status	String	Custom status, only valid when im_status is busy
im_session_num	Integer	Current number of customers being served, only valid when im_status is online/busy, may be 0, has no significant meaning
im_max_join_num	Integer	Maximum number of customers an agent can serve, only valid when im_status is online/busy, may be 0, has no significant meaning

Example

Request

curl https://demo.udesk.cn/open_api_v1/im/agent_status?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2
&group_id=37540

Response

{
    "code": 1000,
    "agents": [
        {
            "id": 43230,
            "name": "Tom",
            "im_nick": "Tom",
            "avatar": "",
            "profile": "all",
            "im_status": "offline",
            "im_custom_status": "",
            "im_session_num": 1,
            "im_max_join_num": 10
        },
        {
          ...
        },
        ...
    ]
}

Abandoned Queue Inquiry

Used to obtain information about users who have abandoned the queue.

Request

GET /im/im_queues

Parameters

Parameter Name	Required	Description
start_time	Yes	Start time
end_time	Yes	End time
page	No	Page number, starting from 1, default is 1
per_page	No	Number of items per page, default is 30, maximum is 100

Note: When sending a request with other tools, do not set the Content-Type header to application/json, otherwise an error will occur.

Response Data

Attribute Name	Type	Description
code	Integer	Execution result code, 1000 represents success
shut_queues	Array	List of customers

shut_queues Element Data Structure

Attribute Name	Type	Description
customer_id	Integer	ID
customer_name	String	Customer nickname
channel	String	Channel, such as web, wechat, ios, android, weibo, api, mchat
queue_start_time	String	Time when the customer started queuing
queue_seconds	String	Time spent in the queue
queue_name	String	Name of the queue
current_page	Integer	Current page number
total_pages	Integer	Total number of pages
count	Integer	Total number of items on the current page

Example

Request

curl https://demo.udesk.cn/open_api_v1/im/im_queues?email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2
&start_time=2019-02-10&end_time=2019-02-15

Response

{
    "code": 1000,
    "shut_queues": [
        {
            "id": 123,
            "customer_id": 1234,
            "channel": "web",
            "queue_start_time": "2022-03-25T15:55:20.000+08:00",
            "queue_seconds": 27,
            "queue_name": "xxx",
            "customer_name": {
                "id": 12345,
                "email": "123.123.123.123@temp.com",
                "signature": null,
                "notify": null,
                "weibo_name": null,
                "weixin_openid": null,
                "nick_name": "xxx",
                "weibo_id": null,
                "company_id": 1,
                "created_at": "2022-03-25T15:55:03.000+08:00",
                "updated_at": "2022-03-25T15:55:04.000+08:00",
                "organization": null,
                "cellphone": null,
                "telephone": null,
                "weixin_id": null,
                "authentication_token": null,
                "description": "IM user:ip(123.123.123.123)",
                "qq": null,
                "platform_id": 4,
                "ticket_show_filters": {
                    "show_user": "true",
                    "show_assignee": "true",
                    "show_created_at": "true",
                    "show_priority": "true",
                    "show_status": "true",
                    "show_platform": "true"
                },
                "wechat_status": "offline",
                "custom_fields": {
                    "SelectField_3999": [
                        "0"
                    ]
                },
                "leave_msg_expire_at": null,
                "customer_import_record_id": null,
                "web_token": "1f85c1b8-61b9-44f3-3468-9f5w164d099f",
                "sdk_token": null,
                "is_anonym": false,
                "owner_id": null,
                "ip": "123.123.123.123",
                "from": "xxxxx",
                "weibo_status": null,
                "weibo_leave_msg_expire_at": null,
                "deleted": false,
                "weixin_api_status": null,
                "weixin_appid": null,
                "weixin_appsecret": null,
                "owner_group_id": null,
                "source_channel": "web_im",
                "weixin_channel_id": null,
                "province": "xx",
                "city": "xx",
                "phone_service_provider": null,
                "isp": "xxx",
                "last_contact_at": null,
                "first_contact_at": null,
                "contact_count": null,
                "last_contact_at_via_phone": null,
                "first_contact_at_via_phone": null,
                "contact_count_via_phone": null,
                "last_contact_at_via_im": null,
                "first_contact_at_via_im": null,
                "contact_count_via_im": null,
                "latest_device_info": {
                    "os": "Win7",
                    "browser": "Chrome99",
                    "resolution": "1920*1080"
                },
                "organization_id": null,
                "is_blocked": false,
                "generated_channel": null,
                "weibo_channel_id": null,
                "level": "normal",
                "open_api_token": null,
                "current_ticket_id": null,
                "mchat_openid": null
            },
            "im_web_plugin_id": 16,
            "menu_names": "xxx"
        }
    ],
    "meta": {
        "current_page": 1,
        "total_pages": 1,
        "count": 1
    }
}

Send IM Structured Message

This interface is used to send structured messages to customers through IM. Rate limit: 1 time/2 seconds

Authentication

The signature method is described in Authentication Method, but note the following two points:

The order of the Query String must be im_sub_session_id, customer_id, agent_id, timestamp;
Replace the shared secret with the "Structured Message KEY". You can find it in the backend of the website under 'Management Center' -> 'Channel Management' -> 'Instant Messaging' -> 'Structured Messages'.

Request Method

POST /im/sessions/struct_messages

Request Parameters (Query String)

Parameter Name	Required	Description
im_sub_session_id	Yes	Session ID
customer_id	Yes	Customer ID
agent_id	Yes	Agent ID
timestamp	Yes	Timestamp

Note: Customers created through the API cannot be used for this interface.

Request Parameters (Request Body)

Parameter Name	Required	Type	Description
jid_resource	No	String	SDK Channel Source
data	Yes	Object	Structured Message

data

Parameter Name	Required	Type	Description
title	Yes	String	Title
description	Yes	String	Description
img_url	Yes	String	Image URL
buttons	Yes	Array	Buttons List

buttons Element Structure

Parameter Name	Required	Type	Description
type	Yes	String	Button Type
text	Yes	String	Button Title
value	Yes	String	Button Value
callback_name	No	String	Callback Name, only valid when type is `sdk_callback`

type Values

Value	Meaning
link	Link Button
phone	Phone Button
sdk_callback	Callback Button (SDK only)

Response Data

Attribute Name	Type	Description
status	Integer	Execution result code, 1000 represents success
message	String	Execution result description

Example

curl https://demo.udesk.cn/open_api_v1/im/sessions/struct_messages?im_sub_session_id=1&customer_id=1&agent_id=1&timestamp=1494814031&sign=129da7df812jdfsa9912jfdadf81 \
-X POST \
-H 'content-type: application/json' \
-d '
{
    "data": {
        "title": "Test API sends structured message",
        "description": "This message is from the API.",
        "img_url": "https://www.udesk.cn/images/index/banner01.jpg",
        "buttons": [
            {
                "type": "link",
                "text": "Visit",
                "value": "https://www.udesk.cn"
            },
            {
                "type": "phone",
                "text": "Dial a phone call",
                "value": "010-12345678"
            },
            {
                "type": "sdk_callback",
                "callback_name": "sdk_callback",
                "text": "Callback button",
                "value": "v1"
            }
        ]
    }
}'

Response

{
  "status": 1000,
  "message": "Send Success"
}

Custom IM Structured Messages List Page

Custom IM structured messages list page is an HTML page provided by you, which contains commonly used structured messages for customer service to quickly select and send to customers in the Udesk IM console. To use a custom IM structured messages list page, you need to follow these two steps:

First, you need to write an HTML page and provide the public address of the page;
Set the "Embedded Link" in Udesk 'Management Center' - 'Structured Messages'.

Writing HTML Page

Udesk will present your HTML page to customer service in an iframe when they need to select a structured message, and pass the following parameters to your HTML page as query strings:

Parameter Name	Description
im_sub_session_id	Session ID
customer_id	Customer ID
agent_id	Agent ID
jid_resource	SDK Source
timestamp	Timestamp
Additionally, the signature calculated in accordance with the Authentication Method will also be passed as the `sign` parameter.

The calculation of the signature is slightly different from Authentication Method and consistent with the Send IM Structured Message Interface. When you receive the request, it is recommended to first verify whether the sign value is valid before deciding to return the HTML page. At the same time, in the HTML page, you can use the above parameters to call the Send IM Structured Message Interface to complete the sending of structured messages.

Settings

Log in to the Udesk system as an administrator;
Go to 'Management Center' - 'Channel Management' - 'Instant Messaging' - 'Structured Messages';
Set the "Embedded Link" to the public address of the HTML page you provided.

Example

Assuming the following settings in the Management Center:

Embedded Link: https://www.demo.com/struct_messages
KEY: 708ff6dc-41d5-4med-9ebc-0388zz9d76f1 When the customer service agent clicks the "Structured Messages" list icon in the IM console chat interface, Udesk will display an iframe page containing an address similar to the following:

https://www.demo.com/struct_message?im_sub_session_id=1&customer_id=1&agent_id=1&jid_resource=12dsafdaslj129das-12fds912-12dsa&timestamp=1484272693&sign=4666293b3dfe91aa97179dc701be7afc

Note that the calculation method of the sign is as follows:

md5("im_sub_session_id=1&customer_id=1&agent_id=1&timestamp=1484272693&708ff6dc-41d5-4med-9ebc-0388zz9d76f1")
# => 4666293b3dfe91aa97179dc701be7afc

FAQ

What conditions do we need to meet to use this API interface?

This API interface requires a significant amount of development and has high requirements. You must meet the following conditions:

You must have your own Instant Messaging platform.
Udesk is only responsible for pushing to your server, not to your customers.
You must already have an instant messaging platform or the ability to build one, or use a third-party platform.
If your customers are all on the WeChat/Weibo platform, you can be considered to have an instant messaging platform.
You must have strong backend development capabilities and need to perform the following work:
Maintain customer information and update users to the Udesk platform
Maintain customer sessions
Maintain conversation content and push customer service responses to customers
[Optional] Maintain satisfaction display and results

What is the format of the request sent to the server address we specify?

It is a POST request in JSON format.

Why does the customer not exist when I request a session?

Before requesting a session, you need to request the creation of a customer, see:

Our server does not receive customer service responses, how can we confirm if Udesk has pushed them?

It is recommended to:

Use nginx/apache as a front-end, so you can see the logs whether the request has been received regardless of whether the backend application is processed correctly
The application server should first print the received request body to the log to see if the request has been received, and then proceed with business logic development

Why does the reply message return multiple messages at different times?

When some events and messages have strong order bindings, such as the start of a session event and the welcome message.