API. Sending outgoing messages to WhatsApp channel

The https://api.usedesk.ru/create/ticket method now knows how to create chats in the WhatsApp channel, including sending a message to a client.

To do so, use the mandatory parameters described in the documentation and additional parameters:

  • channel_id - id of the WhatsApp channel connected to UseDesk;
  • from - the parameter that defines the author of the comment. Send outgoing messages from your users by specifying the value "user" in the parameter;
  • user_id - id of the agent from whom the message will be sent to the client;
  • client_phone - phone number in 79998887766 format. If the phone number already exists, the ticket will be bound to the existing client.;
  • client_id - id of the client to which the message will be sent. Message can be sent by the number specified in the client_phone parameter (if the phone number is new, it will be bound to the current client card), or by the number specified in the client card as the first in the list in "Phones" / "Messengers" section.

Note! For the message to reach the client, parameters from and user_id are mandatory.

Any outgoing message you create will be sent to the client, which you will see in the "Chat" and "Tickets" sections. Also, information about creating a chat will be displayed.

When sending a message to the WhatsApp channel, the server will return the status:
  • delivered - message delivery was successful;
  • not delivered - the message has not been delivered. For example, if the channel is disabled.


API. Access_for_agent_id parameter in the ticket list

We have added a new parameter accessible_for_agent_id to methods https://api.usedesk.ru/ticket and https://api.usedesk.ru/tickets, which takes into account the ID of the employee and is responsible for his rights in the system. That is, the system will now give the list of tickets/information on a specific ticket, taking into account the rights of a selected employee.

Additionally, when accessible_for_agent_id parameter is used, the server will return the level of employee's rights. The rights variable is responsible for this:

  • write - if there is access to work with a ticket in the current channel;
  • read - if there is access to viewing the ticket in the current channel.

For more details, see the API documentation.


Localization. Portuguese language

Our system is used not only by CIS countries, so today the system is also translated into Portuguese.


Triggers. Condition "Message source code"

A new condition "Message source code" has appeared in the triggers. We have added this condition for sensitivity to regular expressions; namely, the condition focuses on the source code of the message that is not visible to the user. Now, the triggers will work on tags, logs, and characters containing the source code of the message and added to the regular expression.


API. The channel_data parameter in additional blocks

If you are doing your integration and want to send detailed information about your clients' writing, use the new chanel_data parameter. This array contains e-mail addresses, ids and phones. See the API documentation.

E-mail. Work with copies

If you come across copies of addresses while working with e-mail, this update is for you. When a message with addresses other than the main address (the "Main e-mail" field) gets to Usedesk, it gets to the "Copy" field in the request card.

Now the system reacts to the last message in the request card, i.e. if an employee deletes copies and replies to a client who wrote a letter from Usedesk, the reply will go without copies, and they will not get any longer in the "Copy" field. Except if someone manually adds them again.

Albato. Integration with Usedesk

If you haven't found the ready integration in Usedesk, the new Albato service, which links UseDesk with 118 applications and services, is presented to your attention. Read about how integration with Usedesk works on our Knowledge Base page.