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OpenAPI Specification

openapi: 3.2.0
info:
  title: Freshworks Agents API
  version: '2.0'
  termsOfService: https://www.freshworks.com/terms/
  description: 'Operations tagged Agents across 3 of this provider''s published API definitions: freshworks-freshchat-api-openapi.yml, freshworks-freshdesk-api-openapi.yml, freshworks-freshservice-api-openapi.yml. Each path carries the servers of the definition it was published in.'
servers:
- url: https://{domain}.freshchat.com/v2
  description: Freshchat Production Server (Standalone)
  variables:
    domain:
      default: yourdomain
      description: Your Freshchat account name
- url: https://{domain}.myfreshworks.com/v2
  description: Freshchat Production Server (Freshsales Suite)
  variables:
    domain:
      default: yourdomain
      description: Your Freshworks bundle alias
- url: https://{domain}.freshdesk.com/api/v2
  description: Freshdesk Production Server
  variables:
    domain:
      default: yourdomain
      description: Your Freshdesk subdomain
- url: https://{domain}.freshservice.com/api/v2
  description: Freshservice Production Server
  variables:
    domain:
      default: yourdomain
      description: Your Freshservice subdomain
tags:
- name: Agents
  description: Manage chat agents and their availability.
paths:
  /agents:
    get:
      operationId: listAgents
      summary: List all agents
      description: Retrieves a list of all agents configured for the Freshchat account, including their availability status.
      tags:
      - Agents
      parameters:
      - $ref: '#/components/parameters/PageParam'
      - $ref: '#/components/parameters/ItemsPerPageParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: object
                properties:
                  agents:
                    type: array
                    items:
                      $ref: '#/components/schemas/Agent'
                  links:
                    $ref: '#/components/schemas/PaginationLinks'
        '401':
          $ref: '#/components/responses/Unauthorized'
      security:
      - bearerAuth: []
    servers:
    - url: https://{domain}.freshchat.com/v2
      description: Freshchat Production Server (Standalone)
      variables:
        domain:
          default: yourdomain
          description: Your Freshchat account name
    - url: https://{domain}.myfreshworks.com/v2
      description: Freshchat Production Server (Freshsales Suite)
      variables:
        domain:
          default: yourdomain
          description: Your Freshworks bundle alias
  /agents/{agent_id}:
    get:
      operationId: getAgent
      summary: View an agent
      description: Retrieves the metadata and availability status of a specific agent.
      tags:
      - Agents
      parameters:
      - $ref: '#/components/parameters/AgentIdParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Agent'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
      security:
      - bearerAuth: []
    put:
      operationId: updateAgent
      summary: Update an agent
      description: Updates the properties of an existing agent.
      tags:
      - Agents
      parameters:
      - $ref: '#/components/parameters/AgentIdParam_2'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/AgentUpdate'
      responses:
        '200':
          description: Agent updated successfully
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Agent_2'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
      security:
      - bearerAuth: []
    servers:
    - url: https://{domain}.freshchat.com/v2
      description: Freshchat Production Server (Standalone)
      variables:
        domain:
          default: yourdomain
          description: Your Freshchat account name
    - url: https://{domain}.myfreshworks.com/v2
      description: Freshchat Production Server (Freshsales Suite)
      variables:
        domain:
          default: yourdomain
          description: Your Freshworks bundle alias
components:
  schemas:
    Error:
      type: object
      properties:
        code:
          type: string
          description: Error code.
        message:
          type: string
          description: Human-readable error message.
    Agent:
      type: object
      properties:
        id:
          type: string
          description: Unique ID of the agent.
        email:
          type: string
          format: email
          description: Email address.
        first_name:
          type: string
          description: First name.
        last_name:
          type: string
          description: Last name.
        avatar:
          type: object
          description: Avatar image details.
          properties:
            url:
              type: string
              format: uri
              description: URL of the avatar image.
        biography:
          type: string
          description: Agent biography.
        is_deactivated:
          type: boolean
          description: Whether the agent is deactivated.
        groups:
          type: array
          description: Groups the agent belongs to.
          items:
            type: string
        availability:
          type: string
          description: Current availability status.
          enum:
          - online
          - offline
        created_time:
          type: string
          format: date-time
          description: Timestamp when the agent was created.
    PaginationLinks:
      type: object
      properties:
        next_page:
          type: string
          format: uri
          description: URL for the next page of results.
        prev_page:
          type: string
          format: uri
          description: URL for the previous page of results.
    Error_2:
      type: object
      properties:
        description:
          type: string
          description: Human-readable error message.
        errors:
          type: array
          description: List of specific validation errors.
          items:
            type: object
            properties:
              field:
                type: string
                description: Field that caused the error.
              message:
                type: string
                description: Error message for the field.
              code:
                type: string
                description: Error code.
    Agent_2:
      type: object
      properties:
        id:
          type: integer
          description: Unique ID of the agent.
        contact:
          type: object
          description: Contact information for the agent.
          properties:
            name:
              type: string
              description: Name of the agent.
            email:
              type: string
              format: email
              description: Email address of the agent.
            phone:
              type: string
              description: Phone number of the agent.
            mobile:
              type: string
              description: Mobile number of the agent.
            job_title:
              type: string
              description: Job title of the agent.
        type:
          type: string
          description: Type of agent (support_agent, field_agent, collaborator).
        occasional:
          type: boolean
          description: Whether the agent is an occasional agent.
        available:
          type: boolean
          description: Whether the agent is currently available.
        group_ids:
          type: array
          items:
            type: integer
          description: IDs of groups the agent belongs to.
        role_ids:
          type: array
          items:
            type: integer
          description: IDs of roles assigned to the agent.
        ticket_scope:
          type: integer
          description: Scope of tickets the agent can access.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the agent was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the agent was last updated.
    AgentUpdate:
      type: object
      properties:
        occasional:
          type: boolean
          description: Whether the agent is occasional.
        group_ids:
          type: array
          items:
            type: integer
          description: IDs of groups to assign.
        role_ids:
          type: array
          items:
            type: integer
          description: IDs of roles to assign.
        ticket_scope:
          type: integer
          description: Scope of tickets the agent can access.
    Error_3:
      type: object
      properties:
        description:
          type: string
          description: Human-readable error message.
        errors:
          type: array
          description: List of specific validation errors.
          items:
            type: object
            properties:
              field:
                type: string
                description: Field that caused the error.
              message:
                type: string
                description: Error message.
              code:
                type: string
                description: Error code.
    Agent_3:
      type: object
      properties:
        id:
          type: integer
          description: Unique ID of the agent.
        first_name:
          type: string
          description: First name.
        last_name:
          type: string
          description: Last name.
        email:
          type: string
          format: email
          description: Email address.
        occasional:
          type: boolean
          description: Whether the agent is occasional.
        active:
          type: boolean
          description: Whether the agent is active.
        role_ids:
          type: array
          items:
            type: integer
          description: IDs of assigned roles.
        group_ids:
          type: array
          items:
            type: integer
          description: IDs of assigned groups.
        department_ids:
          type: array
          items:
            type: integer
          description: IDs of associated departments.
        created_at:
          type: string
          format: date-time
          description: Timestamp when created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when last updated.
  parameters:
    PageParam:
      name: page
      in: query
      description: Page number for pagination.
      schema:
        type: integer
        minimum: 1
        default: 1
    AgentIdParam:
      name: agent_id
      in: path
      required: true
      description: The ID of the agent.
      schema:
        type: string
    ItemsPerPageParam:
      name: items_per_page
      in: query
      description: Number of items per page.
      schema:
        type: integer
        minimum: 1
        maximum: 50
        default: 20
    AgentIdParam_2:
      name: agent_id
      in: path
      required: true
      description: The ID of the agent.
      schema:
        type: integer
    PerPageParam:
      name: per_page
      in: query
      description: Number of results per page (max 100).
      schema:
        type: integer
        minimum: 1
        maximum: 100
        default: 30
    AgentIdParam_3:
      name: agent_id
      in: path
      required: true
      description: The ID of the agent.
      schema:
        type: integer
  responses:
    NotFound:
      description: The requested resource was not found.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    Unauthorized:
      description: Authentication credentials are missing or invalid.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    BadRequest:
      description: The request body or parameters are invalid.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error_2'
  securitySchemes:
    bearerAuth:
      type: http
      scheme: bearer
      description: Bearer token authentication. Obtain the API token from the Freshchat admin settings panel.
    basicAuth:
      type: http
      scheme: basic
      description: Use your API key as the username and X as the password. The API key can be found in your Freshdesk profile settings.
x-refined-from:
- freshworks-freshchat-api-openapi.yml
- freshworks-freshdesk-api-openapi.yml
- freshworks-freshservice-api-openapi.yml