API Command: create_virtual_customer

The create_virtual_customer request creates a virtual customer in Remote Support and places that customer in a new session. This operation is necessary so that Remote Support can accurately display and log chat messages forwarded by the chat bot on behalf of the end user. Before calling this API, integrations must use the generate_session_key operation to get a 7 digit short key to start a session.

The command API is an authenticated API. For instructions on using authenticated APIs using OAuth, see Authenticate to the Remote Support API. The API account must have read-only or full access to the command API.

Required Parameters for create_virtual_customer

short_key The short_key returned from the generate_session_key operation.
name The public display name of the customer.
ip_address The public IP address of the customer.
operating_system The operating system of the customer.
computer_name The computer name to be shown with the customer.

Optional Parameter for create_virtual_customer


The locale code of the language to be used for this chat bot. The language must be installed on your B Series Appliance. To see which languages are installed, go to /login > Localization > Languages.

Available language packages can include English (en-us), German (de), Latin American Spanish (es), EU Spanish (es-sp), Finnish (fi), EU French (fr), Italian (it), Dutch (nl), Brazilian Portuguese (pt-br), EU Portuguese (pt-pt), Swedish (sv-se), Turkish (tr), Japanese (ja), Simplified Chinese (zh-hans), Traditional Chinese (zh), and Russian (ru).

XML Response for create_virtual_customer Query

download_url The URL from which the native customer client can be downloaded to elevate from a virtual chat-only customer to a non-virtual full remote support session.
chat_url If this parameter is set to 1, then the download_url returned redirects to a click-to-chat (c2c) session. If it is omitted or given any other value, then download_url returns a URL to download the full client (this is the current behavior).

Query Examples: create_virtual_customer


https://support.example.com/api/command?action=: create_virtual_customer


If you experience a high volume of support requests, repeatedly calling a command such as get_logged_in_reps or get_support_teams might bottleneck your system. Therefore, a best practice is to not request a list of representatives or teams with each support request. Instead, if making the same API call in succession, consider caching the results for a period of time and reusing them. New sessions requests should reference the cached list instead of calling for the list each time.