Tickets

About

Tickets is a Rocket.Chat app to enable the integration between RapidPro ticketing service and the Rocket.Chat Omnichannel (Livechat) feature.

Installation

Prerequisites

• Git
• Node
• RC-Apps

To install manually on your Rocket.Chat instance you first need to enable the installation of apps in development mode at Administration > General > Apps > Enable development mode.

1. Clone the repository and change directory:

    git clone https://github.com/Ilhasoft/Rocket.Chat.App-Tickets
    cd Rocket.Chat.App-Tickets

2. Install the required packages:

    npm install

3. Deploy the App:

    rc-apps deploy

• Then the CLI will prompt you to insert:
  • Server's URL: Is your Rocket.Chat instance URL (if running Rocket.Chat locally, insert localhost:<PORT>)
  • username: Is the username of the Rocket.Chat admin
  • password: Is the password of the Rocket.Chat admin

Refer to this guide if you need more info.

App Setup

1. With the app installed, and with the secret provided on the Rocket.Chat ticket service integration on RapidPro, go to Administration > Apps > this app, and paste the secret on the App's Secret field, then click Save Changes.

2. Return to RapidPro, and proceed with the integration setup after setting the App's Secret field. This will automatically validate the integration between the app and RapidPro.

API Reference

The following headers are required in for all incoming requests to ensure the requests being made from the intended rapidpro integration.

Content-Type:  application/json
Authorization: Token LHHKXX8ZMJTVUFAHSW2J5P6FSF4SCQRK

Error responses are returned in this pattern:

{
    "error": "error details message"
}

GET /secret.check

• Description:
  • Match the given secret from Authorization header with the App's App Secret field.
• Result:
  • Status: 200 OK

PUT /settings

• Description:
  • Sets the given settings on app.
• Payload:

  {
      "webhook": {
          "url": "https://<host>/mr/tickets/types/rocketchat/event_callback/<UUID>"
      }
  }

• Result:
  • Status: 204 No Content

GET /room

• Description:
  • Creates a livechat room to the given visitor
• Payload:

  {
      "ticketID": "11137eb1-c831-4ddc-ba26-0bb77837f15e",
      "sessionStart": "2020-07-17T10:28-03:00",
      "visitor": {
          "token": "1234",
          "contactUUID": "88ff1e41-c1f8-4637-af8e-d56acbde9171",
          "deparment": "IT Support",
          "name": "John Doe",
          "email": "[email protected]",
          "phone": "+15417543010",
          "customFields": {
              "foo": "bar",
              "bar": "foo",
          }
      }
  }

• Result:
  • Status: 200 OK
  • Body:

  {
      "id": "onrMgdKbpX9Qqtvoi"
  }

GET /room.close

• Description:
  • Closes the livechat room from the given visitor.
• Payload:

  {
      "visitor": {
          "token": "1234",
      }
  }

• Result:
  • Status: 204 No Content

POST /visitor-message

• Description:
  • Receives the visitor message and forwards to its assigned agent.
• Payload:

  {
      "visitor": {
          "token": "1234",
      },
      "text": "Can you help me?"
  }

• Result:
  • Status: 201 Created
  • Body:

  {
      "id": "iNKE8a6k6cjbqWhWd"
  }

Webhooks

There are currently 2 configured webhooks on the app.

The following headers are required in for all webhooks to ensure the requests are being made from the intended RapidPro integration.

Content-Type:  application/json
Authorization: Token LHHKXX8ZMJTVUFAHSW2J5P6FSF4SCQRK

POST <callback_url>

• Agent Message:
  • Description:
    • Triggered when the agent sends a message to the visitor.
  • Payload:

    {
        "type": "agent-message",
        "ticketID": "11137eb1-c831-4ddc-ba26-0bb77837f15e",
        "visitor": {
            "token": "1234"
        },
        "data": {
            "text": "",
        }
    }

• Room Closing:
  • Description:
    • Triggered when a livechat room is closed.
  • Payload:

    {
        "type": "close-room",
        "ticketID": "11137eb1-c831-4ddc-ba26-0bb77837f15e",
        "visitor": {
            "token": "1234",
        }
    }