Resume a chat

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.