短信端点

Contact Center AI 平台 (CCAI Platform) 为 SMS 渠道提供出站 SMS 端点。

出站短信

参数 必需 数据类型 定义
chat_type TRUE 字符串 要创建的 Chat 类型。“Messaging (API)”和“SMS”（已弃用）目前可用 消息传递 (API)
end_user_number TRUE 字符串 要发送短信的号码 `{end_user_number}`
outbound_number TRUE 字符串 用于发送短信的出站手机号码 `{outbound_number}`
消息 TRUE 字符串 要向消费者发送的短信 `{message}`
ticket_id FALSE 字符串 将与会话关联的 CRM 支持请求 ID `{ticket_id}`

端点：

Method: POST
Type: RAW
URL: https://{​{subdomain}​}.{​{domain}​}/apps/api/v1/sms

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}

请求和响应示例

以下部分提供了向端点发送的请求示例。

创建包含工单 ID 的出站短信对话

此示例演示了如何向与工单 ID 关联的最终用户创建出站 SMS。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}
响应：创建包含 ticket_id 的出站 SMS 对话
{
  "id": 114,
  "lang": "en",
  "chat_type": "Messaging (SMS)",
  "status": "selecting",
  "created_at": "2021-10-04T17:20:51.000Z",
  "queued_at": null,
  "assigned_at": null,
  "ends_at": null,
  "wait_duration": 0,
  "chat_duration": 0,
  "rating": null,
  "has_feedback": false,
  "out_ticket_id": null,
  "out_ticket_url": null,
  "verified": false,
  "disconnected_by": "disconnected_by_unknown",
  "fail_reason": null,
  "selected_menu": null,
  "menu_path": null,
  "agent_info": null,
  "end_user": {
    "id": 87,
    "identifier": null,
    "out_contact_id": null
  },
  "photos": [],
  "videos": [],
  "transfers": [],
  "participants": [
    {
      "id": 205,
      "type": "end_user",
      "status": "connected",
      "chat_id": 114,
      "user_id": null,
      "end_user_id": 87,
      "chat_duration": null,
      "connected_at": "2021-10-04T17:20:51.000Z",
      "ended_at": null,
      "fail_reason": "nothing"
    }
  ],
  "offer_type": null,
  "offer_events": [],
  "answer_type": "manual",
  "outbound_number": "+16285550199"
}

状态代码： 200

创建出站短信对话，并使用代理 ID 将其分配给代理

此示例演示了如何创建根据提供的客服 ID 分配给客服的出站短信。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "agentId": 1
}
响应：创建出站 SMS 对话并使用 agentId 将其分配给客服
{
    "id": 114,
    "lang": "en",
    "chat_type": "Messaging (SMS)",
    "status": "assigned",
    "created_at": "2021-10-04T17:20:51.000Z",
    "queued_at": null,
    "assigned_at": "2021-10-04T17:20:53.000Z",
    "ends_at": null,
    "wait_duration": 0,
    "chat_duration": 0,
    "rating": null,
    "has_feedback": false,
    "out_ticket_id": null,
    "out_ticket_url": null,
    "verified": false,
    "disconnected_by": "disconnected_by_unknown",
    "fail_reason": null,
    "selected_menu": null,
    "menu_path": null,
    "agent_info": {
        "id": 1,
        "agent_number": 9,
        "email": "john.doe@foo.com",
        "name": "John Doe",
        "first_name": "John",
        "last_name": "Doe",
        "avatar_url": "https://foobar.com/johndoe"
    },
    "end_user": {
        "id": 87,
        "identifier": null,
        "out_contact_id": null
    },
    "photos": [],
    "videos": [],
    "transfers": [],
    "participants": [
        {
            "id": 205,
            "type": "end_user",
            "status": "connected",
            "chat_id": 114,
            "user_id": null,
            "end_user_id": 87,
            "chat_duration": null,
            "connected_at": "2021-10-04T17:20:51.000Z",
            "ended_at": null,
            "fail_reason": "nothing"
        },
        {
            "id": 206,
            "type": "agent",
            "status": "connected",
            "chat_id": 114,
            "user_id": 1,
            "end_user_id": null,
            "chat_duration": null,
            "connected_at": "2021-10-04T17:20:53.000Z",
            "ended_at": null,
            "fail_reason": "nothing"
        }
    ],
    "offer_type": null,
    "offer_events": [],
    "answer_type": "manual",
    "outbound_number": "+16285550199"
}

状态代码： 200

创建出站短信对话并将其分配给客服人员电子邮件地址

此示例演示了如何创建出站 SMS 聊天会话，以及如何通过提供代理电子邮件地址将该会话与代理相关联。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "agentEmail": "john.doe@foo.com"
}
响应：创建出站 SMS 对话并使用 agentId 将其分配给客服
{
    "id": 114,
    "lang": "en",
    "chat_type": "Messaging (SMS)",
    "status": "assigned",
    "created_at": "2021-10-04T17:20:51.000Z",
    "queued_at": null,
    "assigned_at": "2021-10-04T17:20:53.000Z",
    "ends_at": null,
    "wait_duration": 0,
    "chat_duration": 0,
    "rating": null,
    "has_feedback": false,
    "out_ticket_id": null,
    "out_ticket_url": null,
    "verified": false,
    "disconnected_by": "disconnected_by_unknown",
    "fail_reason": null,
    "selected_menu": null,
    "menu_path": null,
    "agent_info": null,
    "end_user": {
        "id": 87,
        "identifier": null,
        "out_contact_id": null
    },
    "photos": [],
    "videos": [],
    "transfers": [],
    "participants": [
        {
            "id": 205,
            "type": "end_user",
            "status": "connected",
            "chat_id": 114,
            "user_id": null,
            "end_user_id": 87,
            "chat_duration": null,
            "connected_at": "2021-10-04T17:20:51.000Z",
            "ended_at": null,
            "fail_reason": "nothing"
        },
        {
            "id": 206,
            "type": "agent",
            "status": "connected",
            "chat_id": 114,
            "user_id": 1,
            "end_user_id": null,
            "chat_duration": null,
            "connected_at": "2021-10-04T17:20:53.000Z",
            "ended_at": null,
            "fail_reason": "nothing"
        }
    ],
    "offer_type": null,
    "offer_events": [],
    "answer_type": "manual",
    "outbound_number": "+16285550199"
}

状态代码： 200

创建没有工单 ID 的出站短信对话

此示例演示了如何创建出站短信，而不将其与工单 ID 相关联。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}
回答：创建没有 ticket_id 的出站短信对话
{
  "id": 114,
  "lang": "en",
  "chat_type": "Messaging (SMS)",
  "status": "selecting",
  "created_at": "2021-10-04T17:20:51.000Z",
  "queued_at": null,
  "assigned_at": null,
  "ends_at": null,
  "wait_duration": 0,
  "chat_duration": 0,
  "rating": null,
  "has_feedback": false,
  "out_ticket_id": null,
  "out_ticket_url": null,
  "verified": false,
  "disconnected_by": "disconnected_by_unknown",
  "fail_reason": null,
  "selected_menu": null,
  "menu_path": null,
  "agent_info": null,
  "end_user": {
    "id": 87,
    "identifier": null,
    "out_contact_id": null
  },
  "photos": [],
  "videos": [],
  "transfers": [],
  "participants": [
    {
      "id": 205,
      "type": "end_user",
      "status": "connected",
      "chat_id": 114,
      "user_id": null,
      "end_user_id": 87,
      "chat_duration": null,
      "connected_at": "2021-10-04T17:20:51.000Z",
      "ended_at": null,
      "fail_reason": "nothing"
    }
  ],
  "offer_type": null,
  "offer_events": [],
  "answer_type": "manual",
  "outbound_number": "+16285550199"
}

状态代码： 200

错误：需要提供 chat_type

此示例演示了未提供但必需的“chat_type”的失败场景。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}
回答：错误：需要提供 chat_type
{
    "message": "chat_type needs to be provided"
}

状态代码：400

错误：需要提供有效的聊天类型

此示例演示了需要提供聊天类型但未提供时的失败情况。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "In-app",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}
回答：错误：需要提供有效的聊天类型
{
    "message": "valid chat type needs to be provided"
}

状态代码：400

错误：未启用短信

此示例演示了启动出站 SMS 但未启用 SMS 的失败场景。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}

响应：错误：未启用短信

{
    "message": "SMS is not enabled"
}

状态代码：400

错误：未启用出站短信

此示例演示了以下失败场景：系统启动了 SMS 会话，但由于未启用 SMS 渠道而导致会话失败。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}

回答：错误：未启用出站短信

{
    "message": "Outbound SMS is not enabled"
}

状态代码：400

错误：必须提供最终用户号码

此示例演示了未提供最终用户号码（但这是必需的）的失败情况。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}

响应：错误：必须提供 end_user_number

{
    "message": "end_user_number is required"
}

状态代码：400

错误：最终用户号码无效

此示例演示了所提供的最终用户号码无效时的失败情况。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "12345",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}

响应：错误：end_user_number 无效

{
    "message": "end_user_number is invalid"
}

状态代码：400

错误：不允许使用非美国手机号码

此示例展示了提供的号码不是美国手机号码且被禁止的失败情形。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+82 000-000-0000",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}
回答：错误：不允许使用非美国手机号码
{
    "message": "Non-US phone number not allowed"
}

状态代码：400

错误：必须提供出站号码

此示例演示了未提供但需要提供出站号码的失败场景。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}
响应：错误：必须提供 outbound_number
{
    "message": "outbound_number is required"
}

状态代码：400

错误：出站号码无效

此示例演示了提供的出站号码无效时的失败场景。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "12345",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}
响应：错误：outbound_number 无效
{
    "message": "outbound_number is invalid"
}

状态代码：400

错误：找不到 outbound_number

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}
回答：错误：找不到 outbound_number
{
    "message": "outbound_number is not found"
}

状态代码：400

错误：必须提供消息

此示例演示了这样一种失败情形：在 requires 中未提供消息，但该消息是必需的。

请求

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "",
    "ticket_id": "5006x00000XXxxxXXX"
}
响应：错误：必须提供消息
{
    "message": "message is required"
}

状态代码：400

错误：外发短信失败。用户已处于有效的短信会话中。

标头：

键 值 说明
Content-Type application/json

正文：

{
    "chat_type": "Messaging (SMS)",
    "end_user_number": "+1 415-555-0100",
    "outbound_number": "+1 628-555-0199",
    "message": "lorem ipsum",
    "ticket_id": "5006x00000XXxxxXXX"
}
回答：错误：外发短信失败。用户已处于有效的短信会话中。
{
    "message": "Outbound SMS failed. Consumer is already in an active SMS session."
}

状态代码：400