119 lines
4.3 KiB
Protocol Buffer
119 lines
4.3 KiB
Protocol Buffer
syntax = "proto3";
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option go_package = ".;main";
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import "google/protobuf/timestamp.proto";
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// Support provides an interactive chat service, for customers to interact with
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// the bank's support agents. A single stream, for either of the two methods, is
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// a stateful connection to a single "chat session". Streams are initially disconnected
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// (not part of any session). A stream must be disconnected from a session (via customer
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// hang up or via agent leaving a session) before it can be connected to a new one.
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service Support {
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// ChatCustomer is used by a customer-facing app to send the customer's messages
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// to a chat session. The customer is how initiates and terminates (via "hangup")
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// a chat session. Only customers may invoke this method (e.g. requests must
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// include customer auth credentials).
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rpc ChatCustomer(stream ChatCustomerRequest) returns (stream ChatCustomerResponse);
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// ChatAgent is used by an agent-facing app to allow an agent to reply to a
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// customer's messages in a chat session. The agent may accept a chat session,
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// which defaults to the session awaiting an agent for the longest period of time
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// (FIFO queue).
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rpc ChatAgent(stream ChatAgentRequest) returns (stream ChatAgentResponse);
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}
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enum Void {
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VOID = 0;
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}
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message ChatCustomerRequest {
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oneof req {
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// init is used when a chat stream is not part of a
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// chat session. This is a stream's initial state, as well as
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// the state after a "hang_up" request is sent. This creates
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// a new state session or resumes an existing one.
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InitiateChat init = 1;
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// msg is used to send the customer's messages to support
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// agents.
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string msg = 2;
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// hang_up is used to terminate a chat session. If a stream
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// is broken, but the session was not terminated, the client
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// may initiate a new stream and use init to resume that
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// session. Sessions are not terminated unless done so
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// explicitly via sending this kind of request on the stream.
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Void hang_up = 3;
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}
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}
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message InitiateChat {
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string resume_session_id = 1;
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}
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message AgentMessage {
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string agent_name = 1;
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string msg = 2;
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}
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message ChatCustomerResponse {
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oneof resp {
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// session is sent from the server when the stream is connected
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// to a chat session. This happens after an init request is sent
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// and the stream is connected to either a new or resumed session.
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Session session = 1;
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// msg is sent from the server to convey agents' messages to the
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// customer.
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AgentMessage msg = 2;
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}
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}
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message ChatAgentRequest {
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oneof req {
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// accept is used when an agent wants to join a customer chat
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// session. It can be used to connect to a specific session (by
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// ID), or to just accept the session for which the customer has
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// been waiting the longest (e.g. poll a FIFO queue of sessions
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// awaiting a support agent). It is possible for multiple agents
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// to be connected to the same chat session.
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AcceptChat accept = 1;
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// msg is used to send a message to the customer. It will also be
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// delivered to any other connected support agents.
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string msg = 2;
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// leave_session allows an agent to exit a chat session. They can
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// always re-enter later by sending an accept message for that
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// session ID.
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Void leave_session = 3;
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}
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}
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message AcceptChat {
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string session_id = 1;
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}
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message ChatEntry {
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google.protobuf.Timestamp date = 1;
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oneof entry {
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string customer_msg = 2;
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AgentMessage agent_msg = 3;
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}
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}
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message ChatAgentResponse {
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oneof resp {
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// accepted_session provides the detail of a chat session. The server
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// sends this message after the agent has accepted a chat session.
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Session accepted_session = 1;
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// msg is sent by the server when the customer, or another support
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// agent, sends a message in stream's current session.
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ChatEntry msg = 2;
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// session_ended notifies the support agent that their currently
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// connected chat session has been terminated by the customer.
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Void session_ended = 3;
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}
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}
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message Session {
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string session_id = 1;
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string customer_name = 2;
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repeated ChatEntry history = 3;
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}
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