This document describes how to use the resume chat endpoint to resume chat
sessions that are in dismissed
or va_dismissed
status. You can use this
endpoint to reconnect an end-user to an agent after a period of inactivity,
displaying the chat history to both the end-user and the agent.
Resume a dismissed chat
To resume a dismissed chat, send a PATCH
request with an empty request body to
the following endpoint. Authenticate with basic
authentication
. For more information, see Dismiss
Inactive Chats
.
https:// YOUR_CCAAS_HOST
/apps/api/v1/chats/ CHAT_ID
/resume
Replace the following:
-
YOUR_CCAAS_HOST: your Google Cloud Contact Center as a Service (Google Cloud CCaaS) host -
CHAT_ID: the ID of the chat to resume
If you try to resume a chat that isn't in dismissed
or va_dismissed
status,
the request returns this message: This chat is not in dismissed state
. The
chat isn't resumed.
If you try to resume a chat outside of operating hours, the request returns the after-hours message. The chat isn't resumed.
For more information, see Resume chat .
