Chats with customers

Yandex Market API allows you to communicate with your customers in chat rooms.

What are the types of chats:

• ORDER — by orders. Chats about orders and refunds
• RETURN — on refunds (FBY, FBS and Express). Chats about orders and refunds
• DIRECT — A chat that the customer starts if they have questions about the product. The seller cannot create it. Learn more about such chats

How to check if there are new chats or messages

Via API notifications:

Yandex.Market will send you a request. POST notification when a new chat or message appears:

• On CHAT_CREATED: Create a chat in your system and save chatId. Get the chat context once using the method GET v2/businesses/{businessId}/chat and save the chat information.

• On CHAT_MESSAGE_SENT: Receive only the message using the method GET v2/businesses/{businessId}/chats/message. If the chat has not been saved yet, get it once using the method GET v2/businesses/{businessId}/chat and save it.

Through the main API:

• Check if there is a chat with the buyer. — POST v2/businesses/{businessId}/chats. In the request, specify the chat type and the ID of the order or refund to which it relates.

• To receive one specific chat — GET v2/businesses/{businessId}/chat

To receive messages, use the following methods:

• POST v2/businesses/{businessId}/chats/history — for the history of chat messages;
• GET v2/businesses/{businessId}/chats/message — for the message.

How to reply to a message

1. Find the chats where your answer is needed. To do this, make a request POST v2/businesses/{businessId}/chats. In the request, send the status "Store response needed" ("statuses": ["WAITING_FOR_PARTNER"]).

2. To get the chat message history, use a request POST v2/businesses/{businessId}/chats/history, where pass the chat ID.

3. Send a message using a request POST v2/businesses/{businessId}/chats/message. If you need to send a file to the buyer — for example, an additional product photo — use a request POST v2/businesses/{businessId}/chats/file/send.

How to start a chat

1. You can start a new chat and get its ID using a request. POST v2/businesses/{businessId}/chats/new. If the chat with the transmitted context already exists, the ID of this chat will be returned.

   How to start a test chat

   In the debugging interface, create a test order, and then click Create a test chat or make a request POST v2/businesses/{businessId}/chats/new.

   Learn more about working with test orders

   Please note:

   • such a chat can only be created for an order, not a refund;

   • There are no customer responses in the test chats.

2. Send a message with a request POST v2/businesses/{businessId}/chats/message. If you need to send a file to the buyer — for example, an additional product photo — use a request POST v2/businesses/{businessId}/chats/file/send.

3. Check new messages from the buyer. — POST v2/businesses/{businessId}/chats/history. Use a filter based on the ID of the last message in the request to receive only new messages and not re-upload those that you already have.