Team
A teammate is a special user who represents a Tiledesk user invited to a project with a specific role. When you work with teammates you will often use the teammate id in the project (called project_user in the Tiledesk API) rather than the underlying Tiledesk user_id. For example, to get a project_user in a specific project, call this API: https://developer.tiledesk.com/apis/rest-api/team#get-a-teammate-by-id
The Team Model
Key (field) — Type — Description
id — String — The unique identifier for the teammate which is given by Tiledesk.
role — String — The teammate role. Values: owner, agent, admin, user, guest
user_available — Boolean — Determine if the teammate is available or unavailable to accept requests
id_user — Object — The user object referenced by the teammate
max_served_chat — Number — Number of chats that agent is allowed to take at one time (Only Enterprise)
number_assigned_requests — Number — Number of active requests for the teammate (Only Enterprise)
status — String — The status of a teammate. Can be "active" or "disabled"
isBusy — Boolean — Determine if the teammate is busy (Only Enterprise)
profileStatus — String — Alias associated to the teammate availability (e.g., inactive, to the toilet, on the phone)
attributes — Object — The custom attributes which are set for the teammate
tags — Array — A list of tag objects associated with the teammate
settings — Object — The setting configurations of the teammate
presence — Object — The presence info of the teammate
isAuthenticated — Boolean — Returns true if strongly authenticated (custom-auth or email/password), false otherwise (anonymous)
isBusy — Boolean — Returns true if the teammate is busy, false otherwise. See Tiledesk Smart Assignment for more info
createdAt — String — The time (ISO-8601 date string) when the teammate was created
updatedAt — String — The time (ISO-8601 date string) when the teammate was updated
createdBy — String — The unique identifier of the row creator
id_project — String — The unique identifier of the project
trashed — Boolean — True if the teammate has been removed from the project
The Presence model
Presence lets you track the online/offline status of teammates in real-time (if you use Tiledesk Websocket or Webhook) and store the state. Possible values: online, offline.
Note: an agent passes from online to offline only when they close all Tiledesk messaging apps (e.g., Agent web chat in all tabs and mobile apps).
Agent availability
The field user_available determines if the teammate is available or unavailable to accept requests.
Note: Agent availability changes only when the agent explicitly toggles it in the UI. If an agent is available and logs out, they remain available because they may decide to serve chats from another channel (e.g., Tiledesk mobile app).
Get the team
GET https://api.tiledesk.com/v3/:project_id/project_users
Return the team members and availability.
Path parameters
project_id (string) — The Project Id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization (string) — Authorization token. Basic Auth or JWT. Minimum role: agent
Response (200)
Get a teammate by id
GET https://api.tiledesk.com/v3/:project_id/project_users/:project_user_id
Path parameters
project_id (string) — The Project Id assigned to your project when created in Tiledesk.
project_user_id (string) — The teammate identifier.
Headers
Authorization (string) — Authorization token. Basic Auth or JWT. Minimum role: agent
Response (200)
Get a teammate by user id
GET https://api.tiledesk.com/v3/:project_id/project_users/users/:user_id
Path parameters
project_id (string) — The Project Id assigned to your project when created in Tiledesk.
user_id (string) — The user identifier.
Headers
Authorization (string) — Authorization token. Basic Auth or JWT. Minimum role: agent
Response (200)
Invite an agent
POST https://api.tiledesk.com/v3/:project_id/project_users/invite
Invite an agent to a project.
Path parameters
project_id (string) — The project_id is a unique code assigned to your project when you create it in Tiledesk.
Headers
Authorization (string) — Authorization token. Basic Auth or JWT. Minimum role: admin
Content-Type (string) — use "application/json"
Request body fields
email (string) — the agent email address
role (string) — the agent role. Accepted values: agent, admin
firstname (string) — the firstname of the agent
lastname (string) — the lastname of the agent
user_available (boolean) — the initial agent status. Available (true) or unavailable (false).
Response (200)
Update the current logged teammate
PUT https://api.tiledesk.com/v3/:project_id/project_users/
Path parameters
project_id (string) — The project_id assigned to your project.
Headers
Authorization (string) — Authorization token. Basic Auth or JWT. Minimum role: agent
Content-Type (string) — use "application/json"
Request body fields
role (string) — The teammate role. Permitted values: admin, agent.
user_available (boolean) — The teammate availability. True for available, false for unavailable. Default is true.
max_served_chat (number) — The number of concurrent chats the teammate can take at once.
attributes (object) — The teammate custom attributes.
settings (object) — The teammate settings object.
Response (200)
Update a teammate by id
PUT https://api.tiledesk.com/v3/:project_id/project_users/:project_user_id
Requires admin role.
Path parameters
project_id (string) — The project_id assigned to your project.
project_user_id (string) — The teammate identifier.
Headers
Authorization (string) — Authorization token. Basic Auth or JWT. Minimum role: admin
Content-Type (string) — use "application/json"
Request body fields
role (string) — The teammate role. Permitted values: admin, agent.
user_available (boolean) — The teammate availability. True for available, false for unavailable. Default is true.
max_served_chat (number) — The number of concurrent chats the teammate can take at once.
attributes (object) — The teammate custom attributes.
settings (object) — The teammate settings object.
Response (200)
Leave a project
DELETE https://api.tiledesk.com/v3/:project_id/project_users/:project_user_id
Remove (leave) an agent from a project.
Path parameters
project_id (string) — The project_id assigned to your project.
project_user_id (string) — The teammate identifier.
Headers
Authorization (string) — Authorization token. Basic Auth or JWT. Minimum role: admin
Response (200)
Links
Previous: https://developer.tiledesk.com/apis/rest-api/projects
Next: https://developer.tiledesk.com/apis/rest-api/user
Last updated: 5 months ago