Introduction

In Agent Inbox there is a possibility to use your own custom channel. In order for this to work, the Agent Inbox API needs to be configured (please contact [email protected] for assistance). A custom channel has the following characteristics that needs to be defined before getting started:

External identifier
Name
Avatar (2 sizes: 18\18px and 26\26 px)
Webhook URL
Support private messaging (true/false)
Send private as email (true/false)
Support select webstore (true/false)
Support sending attachments

The incoming and outgoing requests are the same for a custom channel, but there is one thing that we want to highlight: ConversationGuid. This field is generated by Agent Inbox. So for the first incoming request, this doesn't has any value or function. With the first answer the agent from Agent Inbox we will send the ConversationGuid in the outgoing JSON. If the next incoming request has the same ConversationGuid, we will map the message into that conversation without having matching external identifiers for Conversation and Relation.

Messages

POST https://api.robinhq.com/messages/

Response codes

Code	Description
201	Created
400	Bad Request
401	Invalid authorisation data

Request body

{
  "ChannelAccountExternalIdentifier": "customChannel",
  "ConversationGuid": "mscConvGuid",
  "ConversationExternalIdentifier": "convId",
  "MessageExternalIdentifier": "messId",
  "RelationExternalIdentifier": "[email protected]",
  "RelationName": "John",
  "Content": "This is a message",
  "IsPrivate": false,
  "Referrer": "http://cm.com",
  "Subject": "Question",
  "SentDateTime": "2021-09-12T12:34:56",
  "Attachments": [
    {
      "FileName": "attachment.txt",
      "Base64Content": "MQ=="
    }
  ]
}

Request schema

Name	Type	Required	Description
ChannelAccountExternalIdentifier	String	Yes	This is the registered name of the custom channel, determined when the channel is registered
ConversationGuid	String	No	The generated GUID of the conversation
ConversationExternalIdentifier	Integer	Yes	This is the external ID of the conversation
MessageExternalIdentifier	String	Yes	This is the external ID of the message
RelationExternalIdentifier	Float	Yes	The external ID of the relation (usually an email address or phone	number)
RelationName	String	Yes	The name of the relation
Content	String	Yes	The content of the answer
IsPrivate	Boolean	No	Indicates whether the returned message is marked private by the agent
Referrer	String	No	The referrer of the message, e.g. an URL
Subject	String	No	The subject of the message when a new conversation will be created
SentDateTime	String	No	The date when a message was sent
Attachments	Array	Yes	An attachment object
FileName	String	Yes	The filename of the attachment. Can be left empty if no attachments are attached
Base64Content	String	No	The bytes of the attachment as base64 encoded string. Can be left empty if no attachments are attached