React Actions Chat

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Support API Reference ​

Reference for the public exports from react-actions-chat-support.

The package exports two flow factories, one in-memory adapter factory, and the types needed to replace or customize every support operation.

Main Flow Creators ​

createSupportUserFlow(config) ​

Creates the customer-facing support flow. It can open tickets, list the customer's tickets, show ticket activity, append details, start live chat, refresh live chat, and end live chat.

Required config:

  • customer

Returned API:

  • initialMessages
  • primaryButtons
  • start(): void

Important config fields:

  • adapter
  • callbacks
  • customer
  • brandName
  • initialMessage
  • validation
  • labels
  • requestInputs
  • formatters
  • filterOptions
  • behavior
  • customizeButtons
  • liveChatPersistentButtons

If neither adapter nor the matching callbacks provide an operation, the flow hides buttons for that capability. For example, Start ticket requires ticket creation, and View tickets requires customer ticket listing.

createSupportAdminFlow(config) ​

Creates the agent/admin support flow. It can list ticket queues, review a ticket by reference, list assigned work, assign tickets, reply to customers, set priority, reopen or resolve tickets, list live-chat queues, join live chats, reply in live chat, leave live chat, and end live chat.

Required config:

  • agent

Returned API:

  • initialMessages
  • primaryButtons
  • start(): void

Important config fields:

  • adapter
  • callbacks
  • agent
  • brandName
  • initialMessage
  • validation
  • labels
  • requestInputs
  • confirmations
  • formatters
  • filterOptions
  • behavior
  • customizeButtons
  • liveChatPersistentButtons

Admin primary buttons are capability-aware. Queue buttons require queue-listing methods, review-by-reference requires ticket lookup, and live-chat actions require the corresponding live-chat adapter or callback operations.

Runtime Shape ​

Both flow factories return SupportFlowBase:

  • initialMessages: messages to pass to <Chat initialMessages={...} />.
  • primaryButtons: default top-level actions for the flow.
  • start(): imperatively appends the opening support message to the current chat store.

Use initialMessages for the normal mount path. Use start() when the chat is already mounted and you want to start the flow from another button or event.

Adapter Helper ​

createInMemorySupportFlowAdapter(options?) ​

Creates a self-contained SupportFlowAdapter for demos, tests, and local development.

Important options:

  • tickets
  • liveChats
  • nextTicketNumber
  • nextTicketMessageNumber
  • nextLiveChatNumber
  • nextLiveChatMessageNumber
  • now
  • createTicketReference
  • createTicketSubject
  • createTicketMessageId
  • createLiveChatId
  • createLiveChatMessageId
  • defaultTicketStatus
  • defaultTicketPriority
  • defaultQueueStatuses
  • defaultLiveChatQueueStatuses
  • getLiveChatQueuePosition
  • getEstimatedWaitMinutes
  • matchCustomer
  • sortTickets
  • sortLiveChats

Default ticket references are generated as SUP-1000, SUP-1001, and so on. Default live-chat IDs are generated as chat-0001, chat-0002, and so on. Customer matching uses id, then email, then name when those values are available.

Adapter Contract ​

SupportFlowAdapter ​

Shared backend contract used by both support flows. Every method can return a value directly or a promise.

  • createTicket(input): creates a ticket from customer, summary, optional subject, optional priority, and optional tags.
  • getTicketByReference(reference): returns one ticket or null.
  • listCustomerTickets(customer, request?): returns tickets owned by a customer.
  • listQueue(filter?, request?): returns tickets for admin queues.
  • listLiveChatQueue(filter?): returns live-chat sessions for admin queues.
  • getLiveChatById(sessionId): returns one live-chat session or null.
  • listCustomerLiveChats(customer): returns live chats associated with a customer.
  • updateTicket(input): patches ticket status, priority, assignee, or live-chat-offered state.
  • appendTicketMessage(input): adds a customer, agent, or system message to a ticket.
  • startLiveChat(input): opens or returns a live-chat session.
  • updateLiveChat(input): patches live-chat status, queue position, wait estimate, or assigned agent.
  • appendLiveChatMessage(input): appends a customer, agent, or system message to a live-chat transcript.

Queue Filters ​

SupportQueueFilter includes:

  • statuses?
  • assignedTo?
  • custom pass-through fields

SupportLiveChatQueueFilter includes:

  • statuses?
  • requestedBy?
  • custom pass-through fields

Use custom fields when your backend supports richer filters than the package needs directly.

Paged Ticket Results ​

Customer and admin ticket-listing methods can return either a complete SupportTicket[] or SupportTicketListResult.

SupportTicketListRequest includes:

  • pageIndex
  • pageSize?
  • offset
  • limit?

SupportTicketListResult includes:

  • tickets
  • totalTickets?
  • hasMore?
  • nextOffset?

Return the paged result shape when the backing database can only read part of a larger ticket set. The support flow passes offset and limit into the next call, and uses totalTickets, hasMore, or nextOffset to decide whether to show Next tickets. Return nextOffset when the backend needs a custom offset for the next page.

Callback Contracts ​

Callbacks override adapter operations one method at a time. Use them when a specific flow should call a special endpoint or when you do not want to provide a complete adapter.

SupportUserFlowCallbacks ​

  • createTicket(input)
  • getTicket(reference)
  • listTickets(customer, request?)
  • appendTicketMessage(input)
  • startLiveChat(input)
  • getOpenLiveChat(customer)
  • getLiveChat(sessionId)
  • updateLiveChat(input)
  • appendLiveChatMessage(input)

SupportAdminFlowCallbacks ​

  • listTicketQueue(filter?, request?)
  • listLiveChatQueue(filter?)
  • getTicket(reference)
  • updateTicket(input)
  • appendTicketMessage(input)
  • getLiveChat(sessionId)
  • updateLiveChat(input)
  • appendLiveChatMessage(input)

Customization Reference ​

Labels ​

labels accepts partial label overrides for a flow.

Customer labels include ticket entry, live-chat entry, ticket paging, ticket detail, support-options navigation, live-chat refresh, live-chat end, live-chat message placeholders, and waiting-state copy.

Admin labels include ticket queue, live-chat queue, assigned work, ticket review, queue paging, navigation, live-chat join/leave/end/refresh, assignment, priority selection, full activity, reply, reopen, resolve, and live-chat reply copy.

Request Inputs ​

Customer requestInputs slots:

  • createTicket
  • addTicketDetail
  • startLiveChat

Admin requestInputs slots:

  • reviewTicket
  • assignTicket
  • replyToCustomer
  • setPriority

Every request-input override uses SupportRequestInputButtonOverrides<TContext>:

  • initialLabel
  • inputPromptMessage
  • placeholder
  • inputDescription
  • inputType
  • inputOptions
  • allowFileUpload
  • fileValidator
  • validator
  • minMessageLength
  • minMessageLengthMessage
  • abortLabel
  • showAbort
  • shouldWaitForTurn
  • cooldownMs
  • cooldownMessage
  • inputTimeoutMs
  • inputTimeoutMessage
  • suppressValidationFailureMessage
  • variant
  • className
  • style
  • rateLimit

Validation ​

SupportInputValidationSettings fields:

  • minMessageLength
  • minMessageLengthMessage
  • maxMessageLength
  • maxMessageLengthMessage
  • validator

Customer validation slots:

  • ticketSummary
  • ticketDetail
  • liveChatInitialMessage
  • liveChatMessage

Admin validation slots:

  • ticketAssignment
  • ticketReply
  • liveChatMessage

Confirmations ​

Admin confirmations.resolveTicket uses SupportConfirmationButtonOverrides<TContext>:

  • initialLabel
  • confirmationMessage
  • confirmLabel
  • rejectLabel
  • variant
  • className
  • style

Formatters ​

Customer formatter names:

  • openingMessage
  • ticketSummary
  • ticketFullActivity
  • ticketList
  • ticketCreated
  • ticketDetailAdded
  • liveChatDetails
  • liveChatEnded

Admin formatter names:

  • openingMessage
  • ticketDetails
  • ticketFullActivity
  • ticketQueue
  • liveChatQueue
  • liveChatDetails
  • liveChatEnded
  • liveChatJoined
  • liveChatLeft
  • ticketAssigned
  • ticketPriorityChanged
  • ticketReplySent
  • ticketReopened
  • ticketResolved

Formatter context includes the flow identity, brand name, configured limits, and the record being rendered. List and queue formatters also receive pagination data, total counts, hasMoreTickets, isTotalTicketsExact, active filter IDs, active filter labels, and the available filter options.

Filter Options ​

SupportListFilterOption fields:

  • id
  • label
  • isDefault
  • variant
  • activeVariant
  • className
  • style

Customer filter groups:

  • filterOptions.tickets

Admin filter groups:

  • filterOptions.ticketQueue
  • filterOptions.assignedWork
  • filterOptions.liveChatQueue

Customer ticket filters use local predicates. Admin ticket filters may provide a backend filter, a local predicate, or both. When a backend-paged ticket response is locally filtered with predicate, the flow reads through the backend pages so matches beyond the first page remain reachable. The admin context includes the agent, agent label, queue slot, and base filter. Admin live-chat filters work the same way with live-chat queue filters.

Behavior ​

Customer behavior fields:

  • recentActivityLimit
  • ticketListLimit
  • isOpenLiveChat(session)
  • canSendLiveChatMessage(session)

Admin behavior fields:

  • queueLimit
  • liveChatQueueLimit
  • assignedWorkLimit
  • recentActivityLimit
  • transcriptLimit
  • priorityOrder
  • statusTransitions
  • isTicketResolved(ticket)
  • getTicketQueueButtonVariant(ticket)
  • getLiveChatQueueButtonVariant(session)
  • getAssignedWorkFilter(context)
  • getRequeuedLiveChatPosition(context)
  • getRequeuedLiveChatEstimatedWaitMinutes(context)

SupportAdminStatusTransitions fields:

  • assignedTicketStatus
  • repliedTicketStatus
  • reopenedTicketStatus
  • resolvedTicketStatus

Button Customizers ​

customizeButtons(context) receives the slot, default buttons, flow identity, and any current ticket, ticket list, live-chat session, queue list, pagination, or filter metadata.

Customer button slots:

  • primary
  • ticket
  • ticket-list
  • live-chat-active
  • live-chat-waiting
  • live-chat-ended
  • live-chat-persistent

Admin button slots:

  • primary
  • ticket
  • ticket-queue
  • assigned-work
  • live-chat
  • live-chat-queue
  • live-chat-persistent

Return context.defaultButtons unchanged to keep a slot as-is.

Persistent Live-Chat Buttons ​

liveChatPersistentButtons(context) returns buttons that remain available while the current live-chat session is open.

Customer context includes:

  • session
  • customer
  • endLiveChat
  • refresh

Admin context includes:

  • session
  • agent
  • endLiveChat
  • refresh

Core Types ​

Status And Priority Values ​

SupportTicketStatus:

  • new
  • open
  • pending-customer
  • pending-internal
  • resolved
  • closed

SupportTicketPriority:

  • low
  • normal
  • high
  • urgent

SupportLiveChatStatus:

  • queued
  • active
  • ended

SupportLiveChatMessageAuthor:

  • customer
  • agent
  • system

SupportUserIdentity ​

Customer identity used for ticket ownership and live-chat matching:

  • id?
  • name?
  • email?
  • company?

SupportAgentIdentity ​

Agent identity used for assignment, admin actions, and live-chat ownership:

  • id?
  • name?
  • email?
  • team?

SupportTicket ​

Ticket record shared between customer, admin, and adapter flows:

  • reference
  • subject
  • summary
  • customer
  • status
  • priority
  • assignedTo?
  • liveChatOffered
  • createdAt
  • updatedAt
  • messages
  • tags?

SupportTicketMessage ​

Ticket activity entry:

  • id
  • author
  • authorLabel?
  • body
  • createdAt

SupportLiveChatSession ​

Live-chat record shared by customer and admin flows:

  • id
  • summary
  • ticketReference?
  • requestedBy
  • queuePosition
  • estimatedWaitMinutes
  • status
  • createdAt
  • updatedAt?
  • customer?
  • agent?
  • messages?

SupportLiveChatMessage ​

Live-chat transcript entry:

  • id
  • author
  • authorLabel?
  • body
  • createdAt

Input Types ​

Ticket inputs:

  • CreateSupportTicketInput
  • UpdateSupportTicketInput
  • AppendSupportTicketMessageInput

Live-chat inputs:

  • StartSupportLiveChatInput
  • UpdateSupportLiveChatInput
  • AppendSupportLiveChatMessageInput

Utility types:

  • MaybePromise
  • SupportTextResolver
  • SupportButtonCustomizer
  • SupportButtonCustomizationContext
  • SupportRequestInputButtonOverrides
  • SupportConfirmationButtonOverrides
  • SupportTicketListRequest
  • SupportTicketListResult
  • SupportTicketListResponse

In-Memory Factory Context Types ​

Use these when customizing the in-memory adapter's generated references, subjects, IDs, queue positions, wait estimates, matching, or sorting:

  • InMemorySupportTicketReferenceContext
  • InMemorySupportTicketSubjectContext
  • InMemorySupportTicketMessageIdContext
  • InMemorySupportLiveChatIdContext
  • InMemorySupportLiveChatMessageIdContext
  • InMemorySupportLiveChatQueueContext
  • InMemorySupportLiveChatWaitContext
  • InMemorySupportFlowAdapterOptions