Agents APIs

Agents are users who are assigned a user role. Agents are managed (added, updated, deleted) as users and have the same configurations as users, but they also have some additional configurations. Use this API to manage the additional configurations associated with agents.

Agents can belong to one or more group: queues and tickets can be assigned to a group, and then any agent in that group can deal with queue or ticket, as required. See Groups API.

Agents can also be assigned to a team. Teams have a manager. Teams are used for informational and reporting purposes only. For example, you might manage a large number of agents, each of whom speaks one or more languages. Your team then can include several groups, each of which is assigned to the queue relevant for that language. Agents who speak multiple languages can be assigned to multiple groups.

Note that there is no requirement that all agents in a group must belong to the same team.

Search Agents by Criteria

POST https://<tenant_subdomain>.wixanswers.com/api/v1/agents/search

Get a list of agents that fulfill the search/filtering criteria.
  • Authorization: Requires agent authorization level
  • Content type: application/json; charset=utf-8
  • Accept: application/json
  • Response: Structure including list of Agent Objects
Payload Params
Description
Type
text
Filter by search string on user name, email address, GUID, and phone numbers.
String
emails
Filter by agent's email addresses
List of strings
emailStatus
Filter by agent Email Status
Integer
location
Filter by location of the agent
String
userIds
Filter by list of agent IDs 
List of GUIDs
groupsIds
Filter by list of group IDs to include
List of GUIDs
excludedGroupIds
Filter by list of group IDs to exclude
List of GUIDs
callCenterId
Filter by associated call center ID (the Twilio ID of the agent)
String
isCallCenterAgent
Filter by whether the agent is associated with a call center
Boolean
phoneNumber
Filter by phone number
roleIds
Filter by whether the agent belongs to one or more user roles
List of GUIDs
page
The requested page. If not a positive integer, the first page is returned by default.
Integer
pageSize
The requested page size. If not a positive integer, the default is 10 agents per request.
Integer, 1 to 250
agentSortType
Sort type. Possible values:
* User creation date, ascending (10)
* User creation date, descending (20)
* User last updated date, ascending (30): This refers to the user data; see 120
* User last updated date, descending (40): This refers to the user data; see 130
* User first name, ascending (50)
* User first name, descending (60)
* Email address, ascending (70)
* Email address, descending (80)
* Date user became agent, ascending (100)
* Date user became agent, descending (110)
* Agent last updated date, ascending (120): This refers to the agent data; see 20
* Agent last updated date, descending (130): This refers to the agent data; see 30
* Location, ascending (140)
* Location, descending (150)
* Permission level, ascending (160)
* Permission level, descending (170)
* Status, ascending (200)
* Status, descending (210)
* Time since last status change, ascending (220)
* Time since last status change, descending (230)
* Average time on call, ascending (240)
* Average time on call, descending (250)
* Number of calls, ascending (260)
* Number of calls, descending (270)
* Last chat assigned, ascending (300)
* Last chat assigned, descending (310)
* Number of active chats, ascending (320)
* Number of active chats, descending (330)
* Job title, ascending (340)
* Job title, descending (350)
* Utilization rate, ascending (360)
* Utilization rate, descending (370)
* Channel, ascending (380)
* Channel, descending (390)

If not defined, the default is 130.
Integer
fromCreationDate
Filter by users created on or after this date
yyyy-MM-dd
toCreationDate
Filter by users created on or before this date
yyyy-MM-dd
fromLastUpdateDate
Filter by users updated on or after this date
yyyy-MM-dd
toLastUpdateDate
Filter by users updated on or before this date
yyyy-MM-dd
timeZone
Enter when searching by one of the above date fields.
Long time zone name string, for example America/Denver
customFieldFilters
Filter using a map of user custom field values; a structure of one or more fields and values, each one as follows:
* <API field name> (string): The API name of the field (auto-generated; see Finding a Custom Field Name)
* <Custom Field values / range> (format depends on the field):
  * fromDate (yyyy-MM-dd)
  * toDate (yyyy-MM-dd)
  * from (long)
  * to (long)
  * values (list)
  * text (string)
  * searchType (integer):
    * Exact (1)
    * Contains (2)
    * No contains (3)
  * bool (Boolean)

Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/agents/search

{
 "text":"example",
 "emails":["example1@gmail.com", "example2@gmail.com"],
 "permissionLevels":[20],
 "page":1,
 "pageSize":10,
 "agentSortType":170
}
Response Example:
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{
  "items": [ List of @Agent objects ],
  "itemsCount": 108,
  "page": 2,
  "numPages": 22,
  "previousPage": 1,
  "nextPage": 3,
  "pageSize": 5
}

Invite a User to Become an Agent

POST https://<tenant_subdomain>.wixanswers.com/api/v1/agents/invite

Invite a user to become an agent. Wix Answers sends the user an email message. The user can click a link in the email message to complete the process of becoming an agent.
Limitation
Your tenant agreement limits the number of agents you can add. For more information, contact Wix Answers customer support.
Payload Params
Description
Type
Required
roleId
email
User's email address
String
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/agents/invite

{
 "email":"example@wix.com",
 "permissionLevel":20,
}

Revoke an Agent Invitation

POST https://<tenant_subdomain>.wixanswers.com/api/v1/agents/{agent GUID}/revoke-invitation

Revoke an invitation to a user to become an agent. After you revoke an invitation, if the user clicks the link in the invitation, Wix Answers informs the user that the invitation was revoked.

No payload is required or expected.
  • Authorization: Requires admin authorization level
  • Content type: application/json; charset=utf-8
  • Accept: application/json
  • Response: None
Request Example:
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POST https://<account_subdomain>.wixanswers.com/api/v1/agents/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/revoke-invitation

Make Users into Agents in Bulk

GET https://<tenant_subdomain>.wixanswers.com/api/v1/agents/role
Make up to 1000 users into agents.
  • Authorization: Requires agent authorization level
  • Content type: application/json; charset=utf-8
  • Accept: application/json
  • Response: None
Payload Params
Description
Type
Required
agentIds
List of users to make into agents
List of user GUIDs

Max 1000.

At least one user ID is required
roleId
User role to assign to agents
Request Example:
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POST https://<account_subdomain>.wixanswers.com/api/v1/agents/role

{
    "agentIds": ["bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa","e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a
"],
    "roleId": "d367738e-368e-41fe-9289-1a5cbbc3c239"
}

Get List of Agents

GET https://<tenant_subdomain>.wixanswers.com/api/v1/agents?userType={userType}

Get the list of agents / administrators, optionally filtered by user type.
Path Variables
Description
Type
Required
userType
Integer

Request Example:
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GET https://<account_subdomain>.wixanswers.com/api/v1/agents

Get Agent Information

POST https://<tenant_subdomain>.wixanswers.com/api/v1/agents/{agent GUID}

Get information about an agent.
Request Example:
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POST https://<account_subdomain>.wixanswers.com/api/v1/agents/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa

Get My Agent Information

POST https://<tenant_subdomain>.wixanswers.com/api/v1/agents/me

Get agent information for the user making the request.
Request Example:
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POST https://<account_subdomain>.wixanswers.com/api/v1/agents/me

Update Agent Role

PUT https://<tenant_subdomain>.wixanswers.com/api/v1/agents/{agent GUID}/permissions
Change an agent's user role.
Payload Params
Description
Type
Required
roleId
Payload Example:
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https://<tenant_subdomain>.wixanswers.com/api/v1/agents/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/permissions

{
 "roleId":"bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa",
}

Remove Agent by ID

DELETE https://<tenant_subdomain>.wixanswers.com/api/v1/agents/{agent GUID}/permissions

Change an agent to be a regular user, given the agent's GUID.
  • Authorization: Requires admin authorization level
  • Content type: application/json; charset=utf-8
  • Accept: application/json
  • Response: None
Request Example:
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DELETE https://<account_subdomain>.wixanswers.com/api/v1/agents/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/permissions

Remove Agent by Email Address

POST https://<tenant_subdomain>.wixanswers.com/api/v1/agents/removeByEmail

Change an agent to be a regular user, given the agent's email address.
  • Authorization: Requires admin authorization level
  • Content type: application/json; charset=utf-8
  • Accept: application/json
  • Response: None
Payload Params
Description
Type
Required
email
The agent's email address
String
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/agents/removeByEmail

{
 "email":"example@wix.com",
}

Get an Agent's Groups

GET https://<tenant_subdomain>.wixanswers.com/api/v1/agents/{agent GUID}/groups

Get an agent's list of groups.
Request Example:
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GET https://<account_subdomain>.wixanswers.com/api/v1/agents/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/groups

Update Agent Data

PUT https://<tenant_subdomain>.wixanswers.com/api/v1/agents/{agent GUID}/{endpoint}

Update agent data, depending on the endpoint. See the table, below, for details.

Some of the data is currently for future use in the UI. See the table, below, for details.
Each endpoint takes a single, mandatory parameters, as follows:
Endpoint
Payload Param
Description
Type
Required
/jobTitle
jobTitle
The agent's job title

For future use in UI.
String
/managerId
managerId
The agent's manager

For future use in UI.
User GUID
/locationId
locationId
The agent's location
Location GUID
/teamId
teamId
The agent's team
Team GUID
/locales
locales
The languages with which the agent is familiar

For future use in UI.
List of two-letter country code strings
/active
active
Whether the agent is active or not

For future use in UI.
Boolean
/supportUtilizationRate
supportUtilizationRate
The agent's availability percentage
Integer, between 0 and 100
Payload Example:
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POST https://<tenant_subdomain>.wixanswers.com/api/v1/agents/e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a/supportUtilizationRate

{
 "supportUtilizationRate": 100,
}

Delete Agent Data

DELETE https://<tenant_subdomain>.wixanswers.com/api/v1/agents/{agent GUID}/{endpoint}

Delete agent data, depending on the endpoint (see endpoint options in the table in Update Agent Data).

Some of the data is currently for future use in the UI.
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DELETE https://<account_subdomain>.wixanswers.com/api/v1/agents/bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa/supportUtilizationRate

Update an Agent's Custom Fields

User Custom Fields
An agent may have additional custom fields associated with the agent's user record. For more information, see Update a User's Custom Fields.
PUT https://<tenant_subdomain>.wixanswers.com/api/v1/agents/{agent GUID}/fields

Update custom field values for an agent record. For information about configuring the available custom fields for an agent, see Custom Fields API.

Merge
Unlike most update scenarios in Wix Answers (see Important Information about Updating Structures Using the API), when updating agent custom fields you can specify whether all existing custom field values are first removed, or whether the new values sent with this API call are added to the existing values.
Payload Params
Description 
Format
Required
customFields
A map of new field values, each mapping containing:
* <generated field name>: The field name generated by Wix Answers
* <new value>: The new value in the relevant format
Structure
merge
Whether to add the new values but leave any existing values that are not being replaced (true), or to first remove all existing custom field values and then add the new values (false).
Boolean

The default is false.

Payload Example:
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PUT https://<tenant_subdomain>.wixanswers.com/api/v1/agents/77bc8694-5ccf-436c-ab2b-543563a5f425/fields

{
    "merge": false,
    "customFields": {
      "digitField":5,
      "stringField":"new value"
    }
}

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