API Object Structures
This page lists common objects returned by Wix Answers APIs. Not all fields are present every time the object is returned; the presence of a field depends on:The method's object structure response level: The response level of an object structure can be one of the following:Public: Returns all public level parameters.Restricted: Returns all public level parameters, as well as restricted parameters, which are relevant to the logged-in user who called the method.Extended: Returns all parameters, including public, restricted, and extended level parameters. Wix Answers returns extended objects to agents and administrators.A defined value: A parameter is not returned if it holds no value.Site configuration: Some parameters, such as custom fields, are returned only if they are defined for your site.NoteSee Common Elements in API Payloads / Objects, including the note about undocumented parameters. For information about the main connections between objects, see Wix Answers Data Overview.Article ObjectRepresents an article.Object field nameDescription FormatResponse LevelidArticle IDGUIDPubliccategoryIdCategory associated with the articleGUIDPublictypeArticle TypeIntegerPubliclocaleLanguage of the articleTwo-letter country code stringPublicprimaryLocalePrimary locale of the Wix Answers accountTwo-letter country code stringPublicstatusArticle StatusIntegerPublicauthorArticle creatorUser objectPublicrelatedTicketsCountNumber of tickets that the article has marked as relatedIntegerPublicpositionDefault sort orderUsed in the Help Center when viewing a category.IntegerPublicresolutionArticle ResolutionIncluded only when relevantIntegerPublictitleArticle titleStringPubliccontentArticle HTML contentStringPublicdraftTitleDraft article titleThe same as title if there are no unpublished changesStringExtendeddraftContentDraft article HTML contentThe same as content if there are no unpublished changesStringExtendedcontentLastUpdateDateLast time article content was updatedUnix time stringExtendedlastOpenTaskThe last task opened for this articleContentTask objectExtendedopenTasksCountNumber of tasks opened for the articleIntegerExtendedphrasesList of phrases associated with the articleUsed when searching in the Help Center or using the APINote: Currently, phrases do not appear, and cannot be managed, in the Help Center or the Wix Answers App. However, if phrases are attached to articles, they are .You can manage an article's phrases using the API; see Update Article Phrases.List of stringsRestrictedlastUpdatedByMost recent article editorUser objectExtendedhandledByUserIdsList of all users that created or edited the articleList of GUIDsExtendedmultilingualWhether there are translationsBooleanPublicfirstPublishDateTime article was first publishedUnix time stringPubliclastPublishDateTime article was last publishedUnix time stringPubliccreationDateTime this record was createdUnix time stringPubliclastMessageIdLast chat message associated with thilabelsList of labels attached to the articleList of Label objectsPublicuriRelative path to articleStringExtendedurlFull path to articleStringExtendedtranslationsList of article translations, each one a structure containing:* title (string)* locale (two-letter country code string)* url (string): URL of article translation* status (integer): See status, aboveList of structuresPublicimportIdImport batch processSee Import ID.GUIDPublic{
"id":"e932c0a3-ee6a-6e9b-43cf-b3a990f6ee6a",
"categoryId":"bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa",
"type":100,
"locale":"en",
"status":10,
"author":{ @User object },
"relatedTicketsCount":1,
"position":1,
"resolution":120,
"title":"How to Play Go",
"content":"HTML content",
"draftTitle":"How to Play Go",
"draftContent":"Draft HTML content",
"contentLastUpdateDate":1568193387000,
"openTasksCount":0,
"lastUpdatedBy":{ @User object },
"handledByUserIds":["123"],
"multilingual":false,
"firstPublishDate":1568181779000,
"lastPublishDate":1568193387000,
"creationDate":1568180889000,
"lastUpdateDate":1568273014000,
"labels":[{ @Label object }],
"translations":[{
"title":"How to Play Go",
"locale":"en",
"url":"https://domain/en/article/how-to-play-go",
"status":10
}]
}Counter ObjectA counter object contains a counter associated with another object, such as an article or category. The counter can be, for example, the number of category followers, or the number of people who found an article helpful.Object field nameDescriptionFormatitemIdThe object to which the counter is attachedGUIDitemTypeThe attached object type (the object to which this counter is attached)See Item Type.IntegercounterTypeCounter TypeIntegerlocaleLanguage of itemTwo-letter country code stringvalueValue for this counterFor example, the number of likes or followers.Integer{
"itemId":"e932c0a3-6e9b-43cf-b3a9-ee6a90f6ee6a",
"itemType":10,
"counterType":10,
"locale":"en",
"value":3
}Label ObjectUsed for articles and tickets. Agents can assign one or more labels to an article, and then filter articles using the labels.Object field nameDescriptionFormatidLabel IDGUIDnameLabel nameStringsortOrderDefault sort order of this label when viewing the item to which labels are attachedUsed in the Help Center when viewing the item.Integer{
"id":"e932c0a3-6e9b-43cf-b3a9-ee6a90f6ee6a",
"name":"Label Name",
"sortOrder":0,
}Article Version ObjectRepresents a specific version of an article.Object field nameDescriptionFormatResponse LevelidVersion IDGUIDPublicitemIdThe article IDGUIDPublictypeAlways 300 (Article)300PubliccreatedByUserUser who created the versionUser objectPubliclocaleArticle languageTwo-letter country code stringPubliccontentThe version's HTML contentStringPublicpublicationStatusArticle Version Publication StatusIntegerPubliccommentInternal comment associated with the versionStringPubliccreationDateThe version creation dateUnix time stringPubliclastUpdateDateThe version last updated dateUnix time stringPublic{
"id":"e932c0a3-ee6a-6e9b-43cf-b3a990f6ee6a",
"itemId":"77bc8694-5ccf-436c-ab2b-543563a5f425",
"type":300,
"createdByUser": { @User object },
"locale":"en",
"content":"This is the version content.",
"publicationStatus":1,
"creationDate":1568180889000,
"lastUpdateDate":1568180889000
}Category ObjectRepresents a category. Categories are used to group or filter articles.Object field nameDescription FormatResponse LevelidCategory IDGUIDPublicparentIdCategory's parent categoryGUID (00000000-0000-0000-0000-000000000000 for top level category)PubliccreationDateTime this record was createdUnix time stringPubliclastUpdateDateLast time this record was updatedUnix time stringPublicpositionDefault sort orderUsed in the Help Center when viewing the list of categories or subcategories.IntegerPubliclocaleCategory language Two-letter country code stringPublicnameCategory nameStringPublictranslatedWhether the category is translated to the requested languageBooleanPublicvisibleWhether the category is visibleBooleanPublicdataStructure of:* iconKey (string): ID of Wix Answers stock image used to represent category.* iconSrc (string): URL of custom category imageStructurePublicchildrenList of subcategoriesList of Category objectsPublictranslationsList of category translations, each one a structure containing:* title (String)* locale (Two-letter country code string)* url (String)List of structuresPublicpublishedArticleCountNumber of published articles associated with this categoryIntegerPublicdraftArticleCountNumber of draft articles associated with this categoryIntegerPublicuriRelative path to categoryStringExtendedurlFull path to categoryStringExtended{
"id":"e932c0a3-6e9b-43cf-b3a9-ee6aee6a5b07",
"parentId":"00000000-0000-0000-0000-000000000000",
"creationDate":1511857328000,
"lastUpdateDate":1533642617000,
"position":0,
"locale":"en",
"name":"Getting Started",
"visible":true,
"data":{
"iconKey":"phone_paused"
},
"children":[],
"publishedArticleCount":8,
"draftArticleCount":7
}Ticket ObjectRepresents a ticket. Tickets are opened as a result of several possible channels, as defined by the customer: by an email, by an agent, or as a result of a chat or phone call.Object field nameDescription FormatidTicket IDGUIDlocaleTicket languageTwo-letter country code string subjectTicket subjectStringcontentTicket contentStringuserUser that created the ticket, or on behalf of whom the ticket was createdUser objectcompanyCompany associated with the ticketCompany objectuserInfoStructure of user system information sent by the user's browser:* ip (string)* userAgent (string)* operatingSystemFamily (string)* operatingSystemName (string)* operatingSystemVersion (string)* browserFamily (string)* browserName (string)* browserVersion (string)* countryCode (two-letter country code string)StructurestatusTicket StatusIntegerpriorityTicket PriorityIntegerrepliesCountNumber of ticket replies (user and agent replies, not including internal notes)IntegerlastReplyLast reply (user or agent, not internal note)Reply objectchannelThe channel by which the ticket was createdSee Channel.IntegerchannelDataOther data related to the channel, depending on the channel. See Channel.StructurelabelsList of labels attached to the ticketList of Label objectsrelatedArticleIdsList of articles that are marked as related to the ticketList of GUIDsticketNumberTicket reference numberIntegercreationDateTime this record was createdUnix time stringlastUpdateDateLast time this record was updatedUnix time stringassignedByAgent who assigned the ticketUser objectcreatedByAgentAgent who created the ticketRelevant only for tickets created on behalf of a user.User objectassignedUserAgent assigned to the ticketAgent objectassignedGroupAgent group assigned to the ticketGroup objectlastAgentReplyDateThe time of the last agent replyUnix time stringlastSolvedDateThe time the ticket was last solved.Unix time stringlastOpenedDateThe last time the ticket was openedUnix time stringlastStatusChangeDateThe last time the ticket status changedUnix time stringhandledByUserIdsList of user/agent IDs that have previously handled the ticketList of GUIDshandlingUsersList of user/agent IDs that are currently handling the ticketList of User objectsrepliedByUserIdsList of user/agent IDs that have replied to the ticketList of GUIDspositiveRatedUserIdsList of users that rated the ticket positivelyList of GUIDsnegativeRatedUserIdsList of users that rated the ticket negativelyList of GUIDscustomFieldsList of ticket custom field values, each one a structure of:* <API field name> (string): The API name of the field (auto-generated)* <Custom Field value> (format depends on the field)StructurehasAgentReplyWhether the ticket has a reply from an agentBooleanspamWhether the ticket was marked as spamBooleanunauthenticatedWhether the user is unauthenticated (not registered in Wix Answers)BooleancreatedOnBehalfWhether an agent created the ticket on behalf of the userBooleaninitialUserEmailEmail address of user who created the ticketThis is useful if the user's email has since changed.StringallCcUsersAll (current or previous) CC users associated with the ticketList of User objectsallCcUserIdsAll (current or previous) CC users associated with the ticketSet of GUIDsccUserIdsCC users associated with the most recent replySet of GUIDsSLASLA policy associated with the ticket, a structure of:* policyID (GUID): SLA policy* policyMetadata (structure): SLA information* respondSLA (structure): SLA data object* resolveSLA (structure): SLA data objectStructurepreviousLocalesList of previous localesSet of two-letter country code stringsimportIdImport batch process See Import ID.GUID{
"content":"Ticket HTML",
"user":{ @User object },
"channel":130,
"creationDate":1528883681793,
"lastUpdateDate":1529515777757,
"userInfo":{},
"id":"77bc8694-5ccf-436c-ab2b-543563a5f425",
"locale":"en",
"ticketNumber":1234,
"status":120,
"priority":20,
"assignedUser":{ @Agent object },
"lastAgentReplyDate":1529245296000,
"lastOpenedDate":1528910191000,
"lastStatusChangeDate":1528910191000,
"repliesCount":2,
"subject":"Ticket Subject",
"relatedArticleIds:["e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07"],
"assignedBy":{ @Agent object },
"handledByUserIds":["e932c0a3-6e9b-43cf-b3a9-80f6ee6a5b08"],
"repliedByUserIds":["e932c0a3-6e9b-43cf-b3a9-60f6ee6a5b09"],
"hasAgentReply":true,
"spam":false,
"unauthenticated":false,
"createdOnBehalf":false,
"channelData":{
"mailboxId":"12345",
"mailboxEmail":"info@wixanswers.com"
},
}Reply ObjectA reply is a response by a user or agent to a ticket. Private agent replies are called internal notes. Also see Saved Reply object.Object field nameDescription FormatidReply IDGUIDticketIdThe ticket to which this reply is attachedGUIDcontentReply content HTMLStringtypeReply TypeIntegerattachmentsList of reply attachmentsList of Attachment objectsccRecipientsCurrent CC email addresses associated with the reply, each one a structure of:* email (string)* name (string)List of structuresslaStateSLA policy associated with the reply, a structure of:* policyID (GUID): SLA policy* policyMetadata (structure): SLA Policy Metadata object* response (structure): Response SLA state object* resolve (structure): Target SLA state objectStructurenewTicketStatusNew Ticket StatusRelevant when the ticket status is changed when the reply is attached.IntegeruserThe user or agent that wrote the replyUser objectuserInfoStructure of user system information sent by the user's browser:* ip (string)* userAgent (string)* operatingSystemFamily (string)* operatingSystemName (string)* operatingSystemVersion (string)* browserFamily (string)* browserName (string)* browserVersion (string)* countryCode (two-letter country code string) StructurechannelHow the reply was createdSee Channel.IntegerwebChannelDataAdditional data is channel is web See Channel.StructurechatChannelDataAdditional data if channel is chat See Channel.StructurewidgetChannelDataAdditional data is channel is widget See Channel.StructureemailChannelDataAdditional data if channel is email See Channel.StructurefacebookChannelDataAdditional data if channel is emailSee Channel.StructuretimelineItemTypeFor a reply, this is always 99deletedWhether this reply was deletedBooleancreationDateTime this record was createdUnix time stringlastUpdateDateLast time this record was updatedUnix time stringimportIdImport batch process See Import ID.GUID {
"content": "<div>Test 3</div>",
"user": { @User object },
"channel": 100,
"creationDate": 1569315593065,
"lastUpdateDate": 1569315593065,
"userInfo": {
"ip": "91.199.119.252",
"userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:69.0) Gecko/20100101 Firefox/69.0",
"operatingSystemFamily": "Windows",
"operatingSystemName": "Windows",
"operatingSystemVersion": "10.0",
"browserFamily": "Firefox",
"browserName": "Firefox",
"browserVersion": "69",
"countryCode": "IL"
},
"id": "180b18c4-843a-4374-a022-bb63bcb97a79",
"ticketId": "b896981d-8434-439f-9631-66f94b4f29bb",
"type": 110
}Saved Reply ObjectA saved reply is not a reply. It is present contents that can be applied to the reply form in the UI. The user can then submit the contents to create a reply.Object field nameDescriptionFormatidSaved reply IDGUIDsharedWhether the saved reply is shared (can be used by other agents)The default is false.BooleantitleReply titleStringcontentReply HTML contentStringlocaleSaved reply languageTwo-letter country code stringshortcutHashtag shortcut for the replyString, up to 25 charactersstatusReply StatusIntegerauthorReply author userUser objectcreationDateTime this record was createdUnix time stringlastUpdateDateLast time this record was updatedUnix time stringlastOpenTaskThe last task opened for this articleContentTask object{
"id":"e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"shared":true,
"title":"Reply Title",
"content":"HTML content",
"locale":"en",
"primaryLocale":"en",
"shortcut":"#shortcut",
"status":1,
"author":{ @User object },
"creationDate":1568014811000,
"lastUpdateDate":1568061353000
}Saved Filter ObjectA saved filter creates a custom view in the UI. A saved filter is composed of one or more ticket filters, each of which filters tickets by a specific criteria, such as whether the ticket has a label or was assigned by a particular agent (in the UI, these are divided into ticket filters, agent filters, call filters, and custom field filters, but in the API these are all ticket filters).Object field nameDescriptionFormatidThe saved filter IDGUIDnameSaved filter nameString, max 50 characterstypeSaved Filter TypeThe value System (0) is not used for saved filters.IntegercontextSaved Filter ContextIntegerlocaleLanguage of the saved filterTwo-letter country code stringfiltersTicket filters structure:The following are relevant for tickets, only:* channelFilters (list of structures): * channel (integer): See Channel. * ids (list of GUIDs)* statuses (list of integers): Ticket Statuses* priorities (list of integers): Ticket Priorities* assigned (Boolean)* assignedByUserIds (list of GUIDs)* assignedByMe (Boolean)* assignedGroupIds (list of GUIDs)* assignedUserIds (list of GUIDs)* assigndToMe (Boolean)* assignedToMyGroups (Boolean)* repliedByUserIds (list of GUIDs)* repliedByMe (Boolean)* myTickets (Boolean)* hasRatings (Boolean)* ratings (list of Ratings)* ratedUserIds (list of GUIDs)* hasAllOfLabelIds (list of GUIDs)* hasAnyOfLabelIds (list of GUIDs)* notHasAnyOfLabelIds (list of GUIDs)* categoryId (GUID)* hasAgentReply (Boolean)* spam (Boolean)* createdOnBehalf (Boolean)* relatedArticleIds (list of GUIDs)* countries (list of strings)* mailboxIds (list of GUIDs)* companyIds (list of GUIDs)* userIds (list of GUIDs)* customFieldFilters (map of ticket custom field values): Each field is: * <API field name> (string): The API name of the field (auto-generated) * <Custom Field value> (format depends on the field)* slaFilters (list of SLA filters)* fromHoursAgo (integer between 1 and 8,760 (365 days))* fromCreationDate (yyyy-MM-dd)* toCreationDate (yyyy-MM-dd)* fromLastUpdateDate (yyyy-MM-dd)* toLastUpdateDate (yyyy-MM-dd)* fromLastOpenedDate (yyyy-MM-dd)* toLastOpenedDate (yyyy-MM-dd)* timezone (Long time zone name string, for example America/Denver)* handledByUserIds (list of GUIDs)* handlingUserIds (list of GUIDs)The following are relevant for chats, only:* myChats (Boolean)* chatStatuses (list of integers): Chat Statuses* activeChatParticipantIds (list of GUIDs)* chatParticipantIds (list of GUIDs)The following are relevant for tickets related to phone calls, only:* callLineIds (list of GUIDs)* callQueueIds (list of GUIDs)* fromCallDurationSeconds (integer from 0 to 14,400 (4 hours))* toCallDurationSeconds (integer from 0 to 14,400 (4 hours))* fromCallWaitDurationSeconds (integer from 0 to 43,200 (12 hours))* toCallWaitDurationSeconds (integer from 0 to 43,200 (12 hours))* callStatuses (list of integers): Call Statuses* callHandlingUserIds (list of GUIDs)* callHandledByMe (Boolean)* callHandled (Boolean)StructureownerIdUser who created this recordGUIDcreationDateTime this record was createdUnix time stringlastUpdateDateLast time this record was updatedUnix time string{
"id": "e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"name": "Spam",
"type": 10,
"context": 0,
"locale": "en",
"filters": { "spam": true },
"ownerId": "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa",
"creationDate":1524230600000,
"lastUpdateDate":1561065255000
}ContentTask ObjectA task that is created for an article, asking an agent to review or translate the article.Object field nameDescriptionFormatidTask IDGUIDitemIdThe item to which the task is attachedGUIDitemTypeThe attached item type (the object to which this task is attached)Currently, tasks can be crated only for articles. See Item Type.IntegerlocaleLanguage of the item to which the task is attachedTwo-letter country code string typeContent Task TypeIntegerstatusContent Task StatusIntegerpriorityContent Task PriorityIntegercreatedByUserAgent who created the taskUser ObjectassignedUserAgent to whom the task is assigned. Either this or assignedGroup is set.User ObjectassignedGroupGroup to whom the task is assigned. Either this or assignedUser is set.Group objectcompletedByUserAgent who completed the task, if anyUser ObjectcreationDateTime this record was createdUnix time stringlastUpdateDateTime this record was last updatedUnix time stringcompletionDateTime the task was completedUnix time stringdescriptionTask descriptionStringnotesTask notesList of Note objects{
"id":"e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"itemId": "1234-5678",
"itemType": 10,
"locale": "en",
"type": 20,
"status": 10,
"priority": 20,
"createdByUser": { @User object },
"assignedUser": { @User object },
"creationDate": 1562843993000,
"lastUpdateDate": 1562843993000,
"description": "Please review!"
}ContentTaskInfo ObjectThis object is a subset of the ContentTask object.Object field nameDescriptionFormatidContent Task IDGUIDtypeContent Task TypeIntegerstatusContent Task StatusIntegerpriorityContent Task PriorityIntegercreatedByUserIdAgent who created the taskGUIDassignedUserAgent to whom the task is assigned. Either this or assignedGroup is set.User ObjectassignedGroupAgent group to whom the task is assigned. Either this or assignedUser is set.Group objectcompletedByUserIdAgent who completed the task, if anyGUIDcreationDateTime this record was createdUnix time stringlastUpdateDateTime this record was last updatedUnix time stringcompletionDateTime the task was completedUnix time string{
"id":"e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"type": "10",
"status": 10,
"priority": 20,
"createdByUserId": "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa",
"assignedUser": { @User object },
"creationDate": 1562843993000,
"lastUpdateDate": 1562843993000
}User ObjectRepresents any user (including unauthenticated users). An agent object is a superset of a user object (contains the user object fields plus additional fields).The email address must be unique; a user object is identified by its email address.Object field name Description FormatResponse LevelidUser IDGUIDPublicfirstNameUser first nameStringPubliclastNameUser last nameStringRestricteduserTypeUser TypeIntegerRestrictedemailUser email address, up to 200 charactersMust be unique to this user obect.StringRestrictedemailStatusEmail StatusIntegerPubliclastUpdateDateTime this record was last updatedUnix time stringPublicprofileImageURL of user’s profile imageStringPublicsignatureURL of signatureRelevant only for agents.StringRestrictedphoneNumbersList of phone numbersList of PhoneNumber objectsRestrictedcompanyAssociated companyCompany objectPublicexternalIdRelevant only for tenants supporting SSO - the external ID in the tenant’s SSO auth systemStringPubliccreationDateTime this record was createdUnix time stringPubliccustomFieldsList of user custom field values, each one a structure of:* <API field name> (string): The API name of the field (auto-generated)* <Custom Field value> (format depends on the field)StructureExtendedbannedWhether the user is bannedBooleanExtendedimportIdImport batch process See Import ID.GUIDPublic{
"id":"e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"email":"user@wix.com",
"emailStatus":0,
"creationDate":1562843993000,
"lastUpdateDate":1562843993000,
"userType":2,
"firstName":"Wix",
"lastName":"User",
"profileImage":"Image URL",
"banned":false
}User Role ObjectA user with a role is an agent. Roles contain a collection of permissions. Standard roles include Viewer, Agent, and Admin.Object field nameDescriptionFormatidThe role IDGUIDnameThe role nameStringdescriptionThe role descriptionStringpermissionsDataList of permissions for this role:- permissions (list of permissions)StructurecreationDateTime this record was createdUnix time stringlastUpdateDateTime this record was last modifiedUnix time stringUser Ban ObjectRepresents a user ban created by an agent.Object field nameDescriptionFormatuserIdThe user IDGUIDagentIdThe agent that enabled the banGUIDreasonThe reason for the banStringcreationDateTime this record was createdUnix time string{
"userId": "e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"agentId": "e932c0a3-6e9b-43cbc-a3a4-90f6ee6a5b06",
"reason": "Abusive",
"creationDate": 1568892518000
}Company ObjectRepresents a company, which can be used to classify users. For more information, see Companies API.Object field nameDescriptionFormatidCompany IDGUIDnameCompany nameStringsettingsStructure of:* defaultSlaPolicyId (GUID)* +followers (structure)* +emailDomainSettings (structure)* +accountManagerSettings (structure)Structure+followersList of agents that are notified when users associated with this company add ticketsList of GUIDs+emailDomainSettingsEmail domain settings. Structure of:* emailDomain (string): Domain to associate with this company* autoAssociateUsers (Boolean): Whether to automatically associate users who have this domain with this companyStructure+accountManagerSettingsAccount manager settings: Structure of:* accountManagerID (GUID): Agent primarily responsible for tickets opened by the users associated with this company* autoAssignTickets (Boolean): Whether to automatically assign tickets opened by/for users associated with this company to the account managerStructureaccountManagerAgent primarily responsible for tickets opened by the users associated with this company Agent objectnumberOfUsersNumber of users associated with the companyIntegercreationDateTime this record was createdUnix time stringlastUpdateDateLast time this record was updatedUnix time stringdescriptionCompany descriptionStringlogoURL to company logoStringexternalIdRelevant only for tenants supporting SSO - the external ID in the tenant’s SSO auth systemStringcustomFieldsList of company custom field values, each one a structure of:* <API field name> (string): The API name of the field (auto-generated)* <Custom Field value> (format depends on the field)StructureimportIdImport batch process See Import ID.GUID{
"id":"e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b01",
"name":"Company1",
"settings":{
"followers":["e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b02"],
"emailDomainSettings":{
"emailDomain":"company1.com",
"autoAssociateUsers":true
},
"accountManagerSettings":{
"accountManagerId":"e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b03",
"autoAssignTickets":true
}
},
"accountManager":{ ... @Agent object ... },
"creationDate":1568892518000,
"lastUpdateDate":1568892518000,
"description":"Company One",
"logo":"https://a.com/company1.jpg"
}Agent ObjectAn agent object has all of the fields that a User object has, plus the following:Agent Custom FieldsWhen you get an agent object (using an agent API), any returned custom fields are those specifically configured for the agent (if any). When you get a user object of an agent, any returned custom fields are those specifically configured for the user object (if any); agent custom fields are not returned.Object field nameDescriptionFormatroleIdUser roleGUIDstatusStartDateTime status last changedUnix time stringagentCreationDateTime this user was made an agentUnix time stringagentLastUpdateDateLast time the record of this agent was updatedUnix time stringmanagerThe agent's managerAgent objectisManagerWhether this agent is a manager of one or more other agentsBooleanlocationIdThe agent's locationLocation GUIDteamIdThe agent's teamTeam GUIDjobTitleThe agent's job titleStringlocalesThe languages with which the agent is familiarList of two-letter country code stringsactiveWhether the agent is active or notBooleansupportUtilizationRateThe agent's availability percentageIntegergroupIdsThe groups of which this agent is a memberList of GUIDsqualifiedChannelsList of Agent Channels methods that the agent uses to communicate with usersList of integerschannelAgent Channel to which the agent is currently assignedIntegercustomStatusIdA custom busy statusGUIDagentStatusAgent StatusIntegerlastChatAssignedDateTime agent last assigned to a chatUnix time stringassignedQueuesList of queues to which the agent is assigned. Each item in the list a structure of:* queueId: Queue GUIDList of structuresstatisticsStructure of:* avgCallDurationSec (integer): Average call duration, in seconds* callsCount (integer): Number of calls* totalTimeBusySec (integer): Total number of seconds agent's phone was busy* timeBusy (integer): Number of times agent's phone was busyStructurecustomFieldsList of agent custom field values, each one a structure of:* <API field name> (string): The API name of the field (auto-generated)* <Custom Field value> (format depends on the field)Structure{
"id":"e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"email":"agent@wix.com",
"emailStatus":1,
"creationDate":1567711713000,
"lastUpdateDate":1567711713000,
"channel":0,
"agentStatus":10,
"userType":4,
"firstName":"Wix",
"lastName":"Agent",
"profileImage":"Image URL",
"banned":false,
"groupIds":["123"],
"agentCreationDate":1567711714000,
"agentLastUpdateDate":1567711714000,
"assignedQueues":[ {"queueId": "d367738e-368e-41fe-9289-1a5cbbc3c239"} ],
"activity":{
"status":100,
"statusStartDate":1567711713738
},
"statistics":{
"avgCallDurationSec":0,
"callsCount":0,
"totalTimeBusySec":0,
"timesBusy":0
},
}Group ObjectAgents can be assigned to groups.Object field nameDescriptionFormatidThe group IDGUIDnameThe group nameString, between 1 and 100 characterssettingsStructure of:* avatarPath (string): Path to group imageStructurecreationDateTime this record was createdUnix time stringlatUpdateDateLast time this record was updatedUnix time stringmembersCountNumber of agents in the groupIntegermembersList of agents in the groupList of Agent objects{
"id": "e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"name": "Group 1",
"settings": {"avatarPath":"/path/to/group/image"},
"creationDate": 1567711714000,
"lastUpdateDate": 1567711714000,
"membersCount": 2,
"members": [ @Agent objects ],
}Team ObjectAgents can be assigned to teams.Object field nameDescriptionFormatidThe team IDGUIDnameThe team nameStringcreationDateTime this record was createdUnix time stringlatUpdateDateLast time this record was updatedUnix time string{
"id": "e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"name": "Team 1",
"creationDate": 1567711714000,
"lastUpdateDate": 1567711714000,
}Location ObjectAgents can be assigned to locations.Object field nameDescriptionFormatidThe location IDGUIDnameThe location nameStringcreationDateTime this record was createdUnix time stringlatUpdateDateLast time this record was updatedUnix time string{
"id": "e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"name": "Location 1",
"creationDate": 1567711714000,
"lastUpdateDate": 1567711714000,
}Line ObjectRepresents a phone line that can handle inbound calls, outbound calls, or both.Inbound calls come into a phone line and pass through an IVR. Depending on how the customer has defined the service, the IVR provides numerical options, directs the call to a phone queue, routes to voicemail, or routes to an external CRM.Outbound calls can be initiated by a callback request or directly by an agent.Object field nameDescription FormatidThe line IDGUIDphoneNumberThe phone number associated with this lineStringnameA name representing the lineStringdescriptionA short description for the lineStringstatusThe line statusInteger1 if inbound or outbound (or both) calls are enabled, 0 if both are disabledcreationDateTime this record was createdUnix time stringlastUpdateDateLast time this record was updatedUnix time stringinactiveLineVoiceMessageVoice message when line is inactiveVoice Message objectcallBackVoiceMessageVoice message to send to user when Wix Answers initiates a call on this line using a callback.Voice Message objectcallBackTextMessageText message to send to user when Wix Answers initiates a call on this line using a callback. Structure of:* text (string): Text message in response to calls* enabled (Boolean): Whether text message is enabledStructureschedulePhone line schedule information. Structure of:* +openingHours (structure, see below): Normal business hours
* offHoursMessage (Voice Message object): Voice message outside of normal business hours* +downTimes (list of down times): Temporary down time during normal business hours, a list of structures as follows: * name (string): Reason for downtime as it appears in the UI * start (Unix time string): Start of downtime * end (Unix time string): End of downtime * message (Voice Message object): Message to play during this downtimeStructure+openingHoursStructure of:* openTwentyFourSeven (Boolean): Whether line is always open (when true, ignore other settings)* openingHours (structure, see below): Normal business hoursStructure+openingHoursStructure of:* +MONDAY ... +SUNDAY (structures, see below)+MONDAY+TUESDAY+WEDNESDAY+THURSDAY+FRIDAY+SATURDAY+SUNDAYBusiness hours for each day of the week. Structure of:
* enabled (Boolean): Whether to enable or disable this day. When false, ignore other settings for this day and note the day as closed.* dailyActivities (list of structures): List of opening times, a list of structures as follows: * start (List of start hour (integer), start minute (integer), start second (integer), start ms (integer)) * end (List of end hour (integer), end minute (integer), end second (integer), end ms (integer)) * enabled (Boolean): Whether to enable or disable this start/end time periodStructureinboundEnabledWhether the line is open for inbound callsBooleanoutboundEnabledWhether the line is open for outbound callsBooleandefaultWhether this line is the default line for inbound / outbound callsBooleanivrIdIVR flow used for each call received on this lineRequired when inboundEnabled is true.GUID{
"id": "a63a96fc-6914-48b3-96c9-e068cb8fdeb9",
"phoneNumber": "+1234567890",
"name": "IVR Authentication line",
"description": "this is new line that should work 24/h",
"inactiveLineVoiceMessage": { @Voice Message Object },
"callBackVoiceMessage": { @Voice Message Object },
"callBackTextMessage": {
"text": "Get immediate help by visiting our Help Center. If you don't find what you need, you can request a call with an agent right from there.",
"enabled": false
},
"schedule": {
"offHoursMessage": { @Voice Message Object },
"openingHours": {
"openingHours": {
"SUNDAY": {
"dailyActivities": [
{
"start": [
0,
0,
0,
0
],
"end": [
23,
59,
59,
0
],
"enabled": true
}
],
"enabled": true
},
"MONDAY": {
// same as Sunday
}
...
} // close second openingHours
} // close first openingHours
"downTimes": [
{
"name": "testing",
"start": 1580882400000,
"end": 1580932800000,
"message": { @Voice Message Object }
}
]
}, // close schedule
"inboundEnabled": true,
"outboundEnabled": true,
"ivrId": "24865db8-d430-4845-a5cb-ff8360b3704c",
"creationDate": 1540389928000,
"lastUpdateDate": 1576417441000,
"status": 1,
"default": false
}Voice Message ObjectRepresents a voice message that plays automatically when the relevant criteria are met.Object field nameDescriptionFormattextToSpeechStructure of:* text (string): Text to convert to speech for voice message* locale (two-letter country code string): For which language this message is applicableStructureaudioFileStructure of:* url (string): URL of audio file* name (string): Name of audio fileStructuremodeMode for this this message is applicable. Possible values are:* tts* audioString{
"textToSpeech": {
"text": "Text to convert",
"locale": "en"
},
"audioFile": {
"url": "/path/to/audiofile",
"name": "audiofile.wav"
},
"mode": "audio"
}Call ObjectRepresents a phone call.Inbound calls come into a phone line and pass through an IVR. Depending on how the customer has defined the service, the IVR provides numerical options, directs the call to a phone queue, routes to voicemail, or routes to an external CRM. One agent (of the ones assigned to the queue) answers the phone call; this agent may invite other agents to join the call.Outbound calls can be initiated by a callback request or directly by an agent.A phone call creates a new ticket, or is associated with an existing ticket.Object field nameDescription FormatidThe call IDGUIDlineIdThe line from which the call originatedGUIDqueueIdThe queue into which the call was sent/handledGUIDtypeCall TypeIntegeruserUser who initiated the callUser objectuserPhoneNumberUser's phone numberPhone Number objectticketIdAssociated ticketThe ticket contains details about the phone call.GUIDstatusCall StatusIntegerclosingAgentIdAgent who closed the callGUIDparticipantsSet of participants in the call, structure of:* status (integer): Call Participant Status* statusLastUpdateDate (Unix time string): Time the status was last updated* all other User object fieldsStructure of extended User object, as describedcallTransferInfoStructure of:* transferredFromCallId (GUID)* transferredToCallId (GUID)* transferredToNumber (Phone Number object)* additionalQueues (list of Queue objects)* externalTransferStartDate (Unix time string)* externalTransferEndDate (Unix time string)StructurepriorityCall PriorityIntegerivrJourneyList of IVR history structuresList of structurescreationDateTime this record was createdUnix time stringlastUpdateDateLast time this record was updatedUnix time stringstartDateTime call startedUnix time stringendDateTime call endedUnix time stringivrStartDateTime IVR startedUnix time stringivrEndDateTime IVR endedUnix time stringqueueStartDateTime queue startedUnix time stringqueueEndDateTime queue endedUnix time stringwrapUpStartDateTime wrap up startedUnix time stringwrapUpEndDateTime wrap up endedUnix time stringQueue ObjectRepresents a phone queue.Inbound calls come into a phone line and pass through an IVR. Depending on how the customer has defined the service, the IVR provides numerical options, directs the call to a phone queue, routes to voicemail, or routes to an external CRM.Callback requests also enter a queue. Agents are assigned to the queue to handle incoming phone calls and callback requests.Object field nameDescription FormatidThe queue IDGUIDnameQueue nameStringdescriptionQueue descriptionStringlocaleLanguage expected of the users on the phone calls in this queueTwo-letter country code string totalAssigneesNumber of agents assigned to the queueIntegeruseCallOptionsFromTenantSettingsWhether to use the Call Center call options, or the call options configured for this queue (see below)BooleancallOptionsStructure of:* +waitAudio (structure): audio to play while user is waiting for agent to answer* +holdAudio (structure): audio to play while user is on hold* voiceMailMessageLengthMinutes (integer): Max length of user's voice mail message, in minutes, between 1 and 10String+waitAudio+holdAudioAudio to play while waiting or on hold. Structure of:* url (string): URL to wait/hold audio file* name (string): Name of wait/hold audio fileStructurequeueWaitOfferSettingsWhether to offer options to users waiting in the queue, and, if so, what options and how frequently. Structure of:* enabled (Boolean): Whether wait offers are enabled* +queueWaitOfferThresholds (structure) * waitOfferMessage (Voice Message object): Message to play before all wait offers* waitOfferOptions (List of Offer objects): The offers linked to the keys pressed by the userStructure+queueWaitOfferThresholdsThresholds related to wait offers. Structure of:* enableOfferPerAudioIterations (Boolean): Enable offers after maxAudioIterationsThreshold number of times playing waitAudio.* enableOfferPerCalls (Boolean): Enable offers if maxWaitingCallsThreshold number of other users are waiting.* maxAudioIterationsThreshold (integer):See enableOfferPerAudioIterations.* maxWaitingCallsThreshold (integer): See enableOfferPerCallsStructurequeueOpeningHourSettingsOpening hours for the queue. A structure as follows:* schedule (structure): See schedule in Line object* offHoursAction (structure): Call actions; see action in Offer objectStructurequeueNonAvailableAgentsSettingsWhat to do when all agents assigned to the queue are offline. A structure as follows:* nonAvailableAgentsMessage (Voice Message object): Message to send to user* nonAvailableAgentsAction (structure): Call actions; see action in Offer objectStructureblockManualCallTransferWhether a call can be manually transferred to this queueBooleancreationDateTime this record was createdUnix time stringlastUpdateDateLast time this record was updatedUnix time stringisDefaultWhether this is the default queueBoolean{
"id":"e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"name":"Billing",
"description":"Queue Description",
"locale":"en",
"totalAssignees":0,
"useCallOptionsFromTenantSettings":true,
"callOptions":{
"waitAudio":{
"url":"Wait Audio URL",
"name":"Wait Audio file name"
},
"holdAudio":{
"url":"Hold Audio URL",
"name":"Hold Audio file name"
},
"voiceMailMessageLengthMinutes":2
},
"queueWaitOfferSettings": {
"enabled": true,
"queueWaitOfferThresholds": {
"enableOfferPerAudioIterations": true,
"enableOfferPerCalls": true,
"maxAudioIterationsThreshold": 1,
"maxWaitingCallsThreshold": 1
},
"waitOfferMessage": { @Voice Message object },
"waitOfferOptions": [ List of @Offer objects ],
},
"queueOpeningHoursSettings": {
"schedule": {
"offHoursMessage": { @Voice Message object },
"openingHours": {
"openingHours": {
"SUNDAY": {
"dailyActivities": [
{
"start": [
9,
0,
0,
0
],
"end": [
18,
0,
0,
0
],
"enabled": false
}
],
"enabled": false
},
"MONDAY": {
...
},
...,
},
"openTwentyFourSeven": true
},
},
"offHoursAction": {
"assignTicketEnabled": false,
"prioritizeTicketEnabled": false,
"addTicketLabelsEnabled": false,
"transcribeVoiceMailMessageEnabled": false,
"type": 6
}
}
"queueNonAvailableAgentsSettings": {
"nonAvailableAgentsMessage":{ @Voice Message object },
"nonAvailableAgentsAction": {
"assignTicketEnabled": false,
"prioritizeTicketEnabled": false,
"addTicketLabelsEnabled": false,
"transcribeVoiceMailMessageEnabled": false,
"type": 6
}
}
"creationDate":1546427400000,
"lastUpdateDate":1546427400000,
"isDefault":false
}Offer ObjectRepresents an offer, which includes a voice message that plays automatically when the relevant criteria are met.Object field nameDescriptionFormatqueueWaitOfferTypeThe type of offer:* Callback (0)* Transfer Queue (1)* Voicemail Message (2)IntegeruserInputOptionStructure of:* +input (structure)* messages (List of Voice Message objects): Messages to play for the options* +action (structure): Call actionsStructure+inputThe user input and how it was received. Structure of (one of the following):* keyPressed (string): The key pressed by the user* say (string): Text of user voice inputStructure+actionWhat to do with the ticket after receiving user input. Structure of some or all of the following:* queueId (GUID)* type (integer): Action type* assignTicketEnabled (Boolean)* prioritizeTicketEnabled (Boolean)* addTicketLabelsEnabled (Boolean)* transcribeVoiceMailMessageEnabled (Boolean)StructurePhone Number ObjectRepresents a phone number.Object field nameDescription FormatcountryCodeThe country code (See country codes here )StringnumberThe numberString{
"countryCode":"1",
"number":"2125551212"
}Custom Field ObjectUsed for tickets, users, agents, and companies.Object field nameDescriptionFormatResponse LevelidThe custom field IDGUIDPublicnameCustom field API nameThe API name of the field (auto-generated). This name is returned in the relevant object custom field map.StringPublictypeCustom Field TypeIntegerPublicitemTypeThe attached object type (the object to which this custom field is attached)See Item Type. Relevant values are:* Ticket (8)* User (60)* Company (230)* Agent (300)IntegerPublicdisplayNameName displayed in the UIStringPublicdataFor tickets only (for users, agents, or companies, see below):Structure of:* multilingualData: Map of <locales> to <custom field data>, as follows: * <locale> (e.g. "en") * <custom field data>: Structure of: * title (string): The display name, as configured for the field * placeHolder (string): Default text, relevant for text or multi-line field * description (string): Text to appear near the field in the UI * values (List of integers): Field options, relevant for an options field * disabled (Boolean): Whether field is disabled in the current locale. Disabled custom fields are not returned at Public level.* deletedValues (Extended): Map of <locale> to list of strings, as follows: * <locale> (e.g. "en") * <list of values> (list of strings): deleted values for this locale.StructurePublic, except as noted in the descriptionFor users, agents, or companies:Structure of:* data: Structure of: * title (string): The display name, as configured for the field * placeHolder (string): Default text, relevant for text or multi-line field * description (string): Text to appear near the field in the UI * values (List of integers): Field options, relevant for an options field * disabled (Boolean): Whether field is disabled in the current locale. Disabled custom fields are not returned at Public level.* deletedValues (list of strings, Extended): deleted values. StructurePublic, except as noted in the descriptioncreationDateTime this record was createdUnix time stringPubliclastUpdateDateLast time this record was updatedUnix time stringPublicTicket custom object:{
"id":"e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"name":"wix-answers-disclaimer",
"itemType":8,
"displayName":"Wix Answers Disclaimer",
"data": {
"multilingualData": {
"pt": {
"title": "",
"placeHolder": "",
"description": "",
"values": [
"Option Placeholder",
"Option 2"
],
"disabled": false
},
"en": {
"title": "What is you favourite food?",
"placeHolder": "Select Food",
"description": "Food is cool",
"values": [
"Pizza",
"Burgers"
],
"disabled": false
}
}
}
"creationDate":1524230600000,
"lastUpdateDate":1561065255000,
"type":3
}User custom object (similar for agent and company):{
"id":"e932c0a3-6e9b-43cf-b3a9-90f6ee6a5b07",
"name":"wix-answers-bird",
"itemType":60,
"displayName":"Bird Choice",
"data":{
"data":{
"title":"Bird Choice",
"placeHolder":"A custom field",
"description":"",
"values":["goose","gander"],
"disabled":false
},
"deletedValues": [
"duck"
]
},
"creationDate":1524230600000,
"lastUpdateDate":1561065255000,
"type":3
}Note ObjectNotes are attached to articles, tasks, or tickets.Object field nameDescription FormatidThe note IDGUIDitemIdThe item to which the note is attachedGUIDitemTypeThe attached item type (the object to which this note is attached)See Item Type.IntegercreatedByUserThe agent that created the note User objectcontentNote HTML contentStringlocaleLanguage of the item to which the note is attachedTwo-letter country code stringcreationDateTime this record was createdUnix time stringlastUpdateDateLast time this record was updatedUnix time string{
"id":"d367738e-368e-41fe-9289-1a5cbbc3c239",
"itemId":"d7f4c80c-7560-4dc2-8bca-37c589727e5c",
"itemType":60,
"createdByUser":{ @User object },
"content":"A note here",
"creationDate":1569166518225,
"lastUpdateDate":1569166518225
}Attachment ObjectRepresents an attachment, such as a file or image, uploaded in a chat message or ticket reply.Object field nameDescription FormatnameThe attachment nameStringurlURL of the attachmentStringsizeBytesThe size of the attachment, in bytesIntegercontentTypeThe content type of the attachmentStringstatusThe attachment status:* Failed (1)* Invalid extension (2)* Max file size exceeded (3)* OK (200)Integer{
"name": "Attachment 1",
"url": "/path/to/attachment",
"sizeBytes": 1000,
"status": 200
}Chat ObjectRepresents an entire chat conversation.Object field nameDescription FormatidThe chat IDGUIDticketIdThe associated ticketThe ticket contains details about the chat.GUIDwidgetIdThe associated widgetGUIDchatParticipantsInfoA map of participants to participant information:* participants, a map of: *<user GUID> * A structure of: * isAgent (Boolean): Whether the chat participant is an agent. * Chat Participant Status * statusLastUpdateDate (Unix time string)StructurechatStatusChat StatusIntegerunansweredCountThe number of unanswered messages in the chatIntegercreationDateTime this record was createdUnix time stringlastUpdateDateLast time this record was updatedUnix time stringlastReopenedDateLast time this record was reopenedUnix time stringlastMessageIdMost recent chat messageGUID{
"id": "d367738e-368e-41fe-9289-1a5cbbc3c239",
"ticketId": "e932c0a3-6e9b-43cf-b3a9-0ae790f6ee6a",
"chatParticipantsInfo": {
{ "bd948e62-a3fd-4cf0-87f3-ee6a0ae7f3fa",
{
"isAgent": false,
"chatParticipantStatus": 10,
"statusLastpdate": 1569166518225
}
},
{ "e932c0a3-6e9b-a3a4-b3a9-0ae790f6ee6b",
{
"isAgent": true,
"chatParticipantStatus": 10,
"statusLastpdate": 1569166518345
}
}
},
"chatStatus": 1,
"unansweredCount": 0,
"creationDate":1569166518225,
"lastUpdateDate":1569166518225
}Chat Info ObjectThis object is a subset of the Chat object.Object field nameDescription FormatidThe chat message IDGUIDticketIdThe associated ticketGUIDuserIdThe user who started the chatGUIDchatStatusChat StatusIntegerlastAgentReplierThe last agent to reply in the chat, a structure:* firstName (string)* profileImage (string): URL of profile imageStructurelastMessageContentThe last message from lastAgentReplierStringLastMessageByAgentWhether the last message in the chat from the an agent (lastAgentReplier)BooleanlastMessageCreationDateDate of last message from lastAgentReplierUnix time stringChat Message ObjectRepresents a specific chat message within a chat.Object field nameDescription FormatidThe chat IDGUIDexternalIdCurrently, this is the ID from WhatsappStringticketIdThe associated ticketGUIDticketOwnerThe user who started the chatGUIDtextThe chat message contentStringchatMessageTypeWhether the author is a user or an agent; Chat Message TypeIntegerchatMessageDataThe chat message's attachments, a structure of:* attachments: List of Attachment objectsStructurestatusChat Message StatusIntegercreationDateTime this record was createdUnix time stringdeliveredDateTime this record was deliveredUnix time stringreadDateTime this record was readUnix time stringlastUpdateDateLast time this record was updatedUnix time stringchatIdThe associated chatGUIDdeletedWhether the message is deletedBoolean. The default is false.userThe message authorUser object
