Open Channels Dialogs: Overview of Methods

Open Channels dialogs are chats with clients via messengers, social networks, or online chats.

A dialog can consist of multiple sessions. Each session represents one cycle of handling requests: connecting an operator, exchanging messages, concluding, and evaluating.

The methods in this section allow you to:

• open a dialog based on external client data,
• initiate and manage sessions,
• connect operators,
• change dialog modes,
• transfer communication results to CRM.

Quick navigation: all methods

User documentation: How to work with the dialog list in Open Channels

Connection of Dialogs with Other ObjectsConnection of Dialogs with Other Objects

Open Channels. A dialog belongs to an open channel and inherits its processing rules: queues, routing, and operating modes. To work with channel settings, use the group of methods imopenlines.config.*.

Chat. The system represents each dialog as a chat in the open channel. Operations with messages, operators, and sessions are performed through the chat.

External Channel User. The external client is linked to the dialog through communication channel data. Based on this data, the system determines which dialog the request pertains to.

Operators. Operators participate in handling sessions: they accept dialogs, transfer them, and conclude requests. For operator scenarios, use the methods in the Operators section.

CRM. Communication results from the dialog can be transferred to CRM, allowing further work using the methods crm.lead.*.

Main IdentifiersMain Identifiers

Identifier	Description
USER_CODE	User code from the external communication channel. Format: <connector>|<LINE_ID>|<CONNECTOR_CHAT_ID>|<CONNECTOR_USER_ID>. Example: livechat|22|1761|587
CHAT_ID	Internal identifier of the chat in Bitrix24. The main parameter for methods working with the dialog. Format: integer. Example: 2043
DIALOG_ID	String representation of the chat. Used only in imopenlines.dialog.get. Format: chat<ID>. Example: chat2043
SESSION_ID	Identifier of a separate session within the dialog. Format: integer. Example: 3567

How to Work with DialogsHow to Work with Dialogs

Retrieve Dialog DataRetrieve Dialog Data

To retrieve data for the current dialog, use imopenlines.dialog.get.

If the dialog needs to be found based on external client data, first call imopenlines.session.open, then pass the obtained identifier to imopenlines.dialog.get.

Start a SessionStart a Session

To initiate a new processing cycle in the current chat, call imopenlines.session.start.

If you need to start a new session from a specific message, use imopenlines.message.session.start.

Connect an OperatorConnect an Operator

To have an operator join the dialog, use imopenlines.session.join.

To have the current operator take over the dialog, use imopenlines.session.intercept.

Retrieve HistoryRetrieve History

Call imopenlines.session.history.get to obtain messages, session status, and related data.

Manage Dialog ModesManage Dialog Modes

To pin and unpin dialogs, use imopenlines.session.mode.pin, imopenlines.session.mode.pinAll, imopenlines.session.mode.unpinAll.

To toggle silent mode, use imopenlines.session.mode.silent.

Conclude Processing and Transfer Data to CRMConclude Processing and Transfer Data to CRM

After concluding the dialog, you can save the supervisor's evaluation using the method imopenlines.session.head.vote. The communication result can be transferred to CRM using the method imopenlines.crm.lead.create.

Response Format and Error HandlingResponse Format and Error Handling

Most methods in this section return a result object and a service block time.

When integrating, check:

• HTTP response status,
• error field and error_description text for status 400,
• method-specific error codes on the specific method page.

For access errors and incorrect identifiers, first check the user's permissions for the dialog and the correctness of the values for CHAT_ID, SESSION_ID, DIALOG_ID, and USER_CODE.

Overview of MethodsOverview of Methods

Scope: imopenlines

Who can execute the method: any user with dialog permissions

Start and Retrieve DialogStart and Retrieve Dialog

Method	Description
imopenlines.session.open	Retrieves the chat identifier by user code
imopenlines.dialog.get	Returns dialog data by one of the identifiers
imopenlines.session.start	Starts a new session in the current chat
imopenlines.message.session.start	Starts a new session based on the selected message
imopenlines.session.history.get	Returns message history and session data

Connect Operator to DialogConnect Operator to Dialog

Method	Description
imopenlines.session.join	Joins the current operator to the dialog
imopenlines.session.intercept	Transfers the dialog to the current operator

Manage Dialog ModesManage Dialog Modes

Method	Description
imopenlines.session.mode.pin	Pins or unpins the selected dialog
imopenlines.session.mode.pinAll	Pins all available dialogs to the current operator
imopenlines.session.mode.unpinAll	Unpins all pinned dialogs from the current operator
imopenlines.session.mode.silent	Turns the dialog's silent mode on or off

Save Results and Create LeadSave Results and Create Lead

Method	Description
imopenlines.session.head.vote	Saves the supervisor's evaluation for the completed session
imopenlines.crm.lead.create	Creates a CRM lead from the open channel dialog