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API Reference

Build powerful integrations with Cention's RESTful APIs.

API Overview

Cention provides a comprehensive set of APIs to integrate with your applications. All APIs use REST conventions with JSON payloads.

Base URL apid.cention.com/s/{workspace}
Authentication JWT Token / HMAC-SHA256
Format JSON
Version 1.0.0

Quick Start

cURL 
curl -X POST "apid.cention.com/s/{workspace}/capi/json/c3_new_errands" \
  -H "Authorization: Bearer YOUR_JWT_TOKEN" \
  -H "Content-Type: application/json"

Available APIs

Choose the API that fits your integration needs

Errand API

Create, read, update, and close errands (tickets). Manage customer conversations programmatically.

POST /capi/json/c3_new_errands POST /capi/json/c3_end_errands POST /capi/json/c3_answer_errands GET /c3_errand_reports
View Documentation →

Agent API

Manage agents in your contact center. Create, modify, and delete agent accounts.

POST /v1/agent GET /v1/agent PUT /v1/agent/{id} DELETE /v1/agent/{id}
View Documentation →

Chat API

Build custom chat clients. Real-time messaging between customers and agents.

GET /socket/external.api/canchat GET /socket/external.api/status POST /socket/external.api/createerrand POST /socket/external.api/chatrating
View Documentation →

Bot API

Integrate chatbots with Cention. Register bots, send messages, and handle conversations.

POST /bot/register POST /bot/message POST /bot/transfer POST /bot/close
View Documentation →

Library API

Access the knowledge base. Retrieve libraries, categories, and FAQ content.

GET /c3_libraries GET /c3_library_categories GET /c3_library_questions GET /c3_library_attachments/{id}
View Documentation →

Export API

Trigger and manage data exports. Download errand data, reports, and analytics.

POST /c3_trigger_exports
View Documentation →

Bot API Documentation

Integrate your chatbot with Cention Contact Center

Base URL: apid.cention.com/s/{workspace}
Full Documentation: ccaas.cention.com/doc

Bot API Endpoints

The Bot API allows you to integrate chatbots with Cention Contact Center. Available endpoints:

POST /bot.api/{command} POST /api/bot/register POST /api/bot/deregister POST /api/bot/message POST /api/bot/close POST /api/bot/comment POST /api/bot/watemplate

Register Bot

POST /api/bot/register

Register a new bot with the Cention platform to start handling conversations.

Authentication

Uses JWT authentication. Create tokens in Cention server → Administration → API → Access Tokens.

Deregister Bot

POST /api/bot/deregister

Remove a bot registration from the Cention platform.

Send Message

POST /api/bot/message

Send a message from the bot to a customer in an active conversation.

Message Types

Supports text messages, buttons, cards, and rich media attachments.

Close Chat

POST /api/bot/close

Close an active chat conversation handled by the bot.

Add Comment

POST /api/bot/comment

Add an internal comment to a conversation for agent reference.

Send WhatsApp Template

POST /api/bot/watemplate

Send a WhatsApp template message through the bot.

Note

WhatsApp templates must be pre-approved by WhatsApp Business API.

Authentication

The Bot API uses JWT (JSON Web Token) authentication.

Creating JWT Tokens

  1. Go to Cention server → Administration tab
  2. Navigate to API → Access Tokens
  3. Select the channel and account/area
  4. Fill in the Key field
  5. Save to generate token

Using the Token

Authorization: Bearer YOUR_JWT_TOKEN

Errand API Documentation

Manage customer conversations and tickets

Base URL: apid.cention.com/s/{workspace}
Authentication: JWT Token (see Cention API Authentication section)

Create New Errand

POST /capi/json/c3_new_errands

Create a new errand (ticket) in the system. Errands represent customer conversations across all channels.

Use Cases

  • Create tickets from external systems
  • Import historical conversations
  • Integrate with third-party platforms

Close Errand

POST /capi/json/c3_end_errands

Close an active errand when the customer issue has been resolved.

Send Reply to Errand

POST /capi/json/c3_answer_errands

Send a reply message to an existing errand. This adds a new message to the conversation thread.

Find Errand by Phone

POST /capi/json/c3_find_errand_by_phone_and_agent

Search for errands associated with a specific phone number and agent.

Errand Reports

GET /c3_errand_reports/{id}
GET /c3_errand_reports

Retrieve errand reports and track changes to errands over time.

GET /c3_errand_reports/{id} - Get specific errand report PUT /c3_errand_reports/{id} - Mark errand as changed GET /c3_errand_reports - Get changed errand reports GET /c3_dirty_errand_list - Get dirty errand list POST /c3_dirty_errand_list - Mark errands as changed GET /c3_errand_lookup - Lookup errand by phone, agent, and time

Agent API Documentation

Manage agents, groups, and statuses

Base URL: apid.cention.com/s/{workspace}
Authentication: HMAC-SHA256 (see Agent API Authentication section)

Agent Management

Create, update, and manage agent accounts in your contact center.

POST /v1/agent - Create an agent GET /v1/agent - List all agents PUT /v1/agent/{id} - Update an agent DELETE /v1/agent/{id} - Delete an agent

Agent Access Keys

Manage API access keys for agents to authenticate API requests.

POST /v1/agent/{id}/access-key - Create access key DELETE /v1/agent/{id}/access-key/{access_key_id} - Revoke access key

Agent Groups

Organize agents into groups for routing and management purposes.

POST /v1/agent-group - Create agent group PUT /v1/agent-group/{id} - Update agent group DELETE /v1/agent-group/{id} - Delete agent group POST /v1/agent-group/{id}/add-agent - Add agent to group POST /v1/agent-group/{id}/remove-agent - Remove agent from group

Agent Status

Monitor and update agent availability statuses (Available, Busy, Away, etc.).

GET /v1/agent-status - List all agent statuses PUT /v1/agent-status/{id} - Update agent status POST /v1/agent-status/{id}/set-status - Set agent status

HMAC-SHA256 Authentication

The Agent API uses HMAC-SHA256 for secure authentication.

Authorization Header

Authorization: CENTION1-HMAC-SHA256 <access-key-id>,<signature>

Signature Calculation

Use HMAC SHA256 with the following format:

HMAC-SHA256(<access-key-secret>, <access-key-id>:<space>:<api-path>:<field-value-1>:<field-value-2>...)

Example

hexString(hmacSHA256("secret", "xyz:space:/v1/agent/1:admin:myusername"))

Note: Field values are ordered by field key ascending alphanumerically. Array data uses comma separator: 1,2,3

Chat API Documentation

Build custom chat clients and integrations

Version: 5.1.0
Library: CentionChatAPI.js
Compatibility: Cention Contact Center 4.4+

Chat API Overview

The Cention Chat API allows you to build custom chat clients for Cention Contact Center. The API is provided through the CentionChatAPI.js library which handles all communication with the Cention chat server.

Dependencies

  • socket.js
  • sockwrap.js

Setup Requirements

  1. Set FOR_THIRD_PARTY_USE to true in CentionChatAPI.js
  2. Serve the required JS files from your web server
  3. Register your domain with Cention support (support@cention.com)

Chat API Endpoints

Available endpoints for chat functionality:

GET /socket/external.api/savehistory - Save chat history GET /socket/external.api/printhistory - Print chat history GET /socket/external.api/canchat - Check chat availability GET /socket/external.api/status - Get chat status GET /socket/external.api/agentlist - Get agent list GET /socket/external.api/isChatOpen - Check if chat is open GET /socket/external.api/chattemplate - Get chat template POST /socket/external.api/createerrand - Create errand from chat POST /socket/external.api/chatrating - Submit chat rating POST /socket/external.api/agentchatrating - Submit agent chat rating POST /socket/external.api/activeagent - Get active agent count GET /socket/external.api/canresume - Check if chat can resume

Chat Widget

Version 5.2.0

Embed a chat interface directly into your web pages. Users can chat with agents while browsing your website, with conversations persisting across page navigation.

Requirements

  • jQuery library
  • CORS whitelist configuration in Cention Contact Center
  • Basic HTML/JavaScript knowledge

Basic Implementation

<script src="{baseUrl}/cention/chat/js/jquery.min.js"></script>
<script>var CentionBaseURL = "{baseUrl}";</script>
<script src="{baseUrl}/cention/chat/js/widget.js"></script>
<div id="cention-chat-container"></div>
<script>
  if(typeof CentionChat !== "undefined") {
    CentionChat("cention-chat-container", { areaId: 1 });
  }
</script>

Replace {baseUrl} with your Cention Contact Center URL (e.g., https://cloud.cention.com/s/demo)

Widget Endpoints

GET /cention/chat/js/widget.js - Get chat widget script GET /cention/chat/js/jquery.min.js - Get jQuery library

WebSocket Chat API

GET /docs/websocket-chat

Real-time WebSocket API for bidirectional chat communication. Provides instant message delivery and presence updates.

Library API Documentation

Access knowledge base content and FAQs

Base URL: apid.cention.com/s/{workspace}
Authentication: JWT Token

Libraries

Access and manage knowledge base libraries containing organized content for customer support.

GET /c3_libraries - Get all libraries GET /c3_libraries/{id} - Get single library GET /c3_external_libraries - Get all external libraries GET /c3_external_libraries/{id} - Get single external library

Categories

Organize library content into categories for easier navigation and management.

GET /c3_library_categories - Get all categories GET /c3_library_categories/{id} - Get single category

Questions & Answers

Retrieve FAQ questions and answers from the knowledge base.

GET /c3_library_questions - Get all questions GET /c3_library_questions/{id} - Get single question

Attachments

Access files and documents attached to library content.

GET /c3_library_attachments/{id} - Get single attachment

FAQ Widget

Version 2.0.0

Embed knowledge base content directly in your web pages with the FAQ Widget.

GET /faq/widget/config - Get FAQ widget configuration GET /cention/chat/faqWidgetConfig - Get FAQ widget config by area GET /cention/chat/faqWidgetConfigWidgetId - Get FAQ widget config by widget ID

Export API Documentation

Generate and download data exports

Base URL: apid.cention.com/s/{workspace}
Authentication: JWT Token

Trigger Export Generation

POST /c3_trigger_exports

Trigger the generation of data exports for errands, reports, and analytics. The export process runs asynchronously and generates downloadable files.

Export Types

  • Errand data exports
  • Report exports
  • Analytics data
  • Custom filtered exports

Workflow

  1. Submit export request with filters and parameters
  2. Receive export job ID
  3. Poll for export completion status
  4. Download generated export file

Supported Export Formats

Exports can be generated in multiple formats to suit your integration needs:

  • CSV - Comma-separated values for spreadsheet applications
  • JSON - Structured data for programmatic processing
  • Excel - Microsoft Excel format with formatting
  • PDF - Formatted reports for sharing and archiving

Additional API Resources

More specialized APIs for advanced integrations

Area API

Manage areas (workspaces) in your contact center. Create, update, and delete areas for organizing teams and channels.

POST /v1/area GET /v1/area PUT /v1/area/{id} DELETE /v1/area/{id}

Organization API

Manage organizations and organizational hierarchies within your contact center platform.

POST /v1/org PUT /v1/org/{id} DELETE /v1/org/{id}

Routing API

Configure routing rules including keywords, auto-tags, and SIP routing for intelligent errand distribution.

POST /v1/routing/keywords POST /v1/routing/autotags POST /v1/routing/sip

Tag API

Create and manage tags for categorizing and organizing errands, contacts, and other resources.

POST /v1/tag GET /v1/tag PUT /v1/tag/{id} DELETE /v1/tag/{id}

Contact Cards API

Manage customer contact information and custom fields for enhanced customer profiling.

POST /capi/json/c3_contact_cards

Logio API

Track agent login and logout activity for attendance monitoring and reporting.

GET /capi/custom/logio GET /custom/logio
View Complete API Documentation

Cention API Authentication

The main Cention API uses JWT (JSON Web Token) authentication. Include your token in the Authorization header.

Creating JWT Tokens

  1. Go to Cention server → Administration tab
  2. Navigate to API → Access Tokens
  3. Select the channel and account/area
  4. Fill in the Key field
  5. Save to generate token
⚠️ Security: Never expose your JWT token in client-side code. Always make API calls from your server.
Authentication Header 
Authorization: Bearer YOUR_JWT_TOKEN
Example Request 
fetch('apid.cention.com/s/{workspace}/capi/json/c3_new_errands', {
  method: 'POST',
  headers: {
    'Authorization': 'Bearer YOUR_JWT_TOKEN',
    'Content-Type': 'application/json'
  },
  body: JSON.stringify({
    // errand data
  })
});

Webhooks & Callbacks

Receive real-time notifications when events occur

errand.created

Fired when a new errand is created

errand.updated

Fired when an errand is modified

errand.closed

Fired when an errand is closed

chat.started

Fired when a new chat begins

chat.message

Fired when a message is sent

chat.ended

Fired when a chat session ends

Ready to Build?

Get your JWT token and start integrating Cention with your applications.

View Full API Docs Contact Developer Support