Reference

Event
Description
A new conversation pops in the operator's desk or the desk is refreshed with a previously opened conversation.
The conversation gets the focus because:
- It’s the only one on the iAdvize desk
- The operator clicks on it
- Another conversation is removed from the desk and this conversation is "elected" to receive the focus
The operator clicks on another conversation or the operator closes, snoozes or transfers the conversation.
Triggered each time the operator clicks on a state box (=“conversation tab” on the left)
The conversation disappears from the desk because the conversation is closed, snoozed, or transferred.
Triggered each time iAdvize discovers new information about the visitor:
- When the conversation is added to the iAdvize desk
- When the visitor authenticates (even during a conversation)
- When the operator edits the visitor's information from the console
- etc.
Triggered each time the agent’s status is updated for all channels available.
The different availability status are:
AVAILABLE: the agent is connected and available on this channel
UNAVAILABLE: the agent is unavailable on this channel (either disconnected or the channel is disabled by an admin)
UNAVAILABLE_FORCED: the agent is available but can’t take new conversations on this channel. This status is possible only for the call and video channels. This way, the agent can avoid taking conversations on those two channels when the agent already has a conversation in progress on the chat channel (non-parallelizable channels).

CONVERSATION_ADDED

{
"event": "com.iadvize.desk.CONVERSATION_ADDED",
"conversationId": "c1750366-9483-4372-a57d-844da14071c6",
"projectId": 1234
}

CONVERSATION_FOCUSED

{
"event": "com.iadvize.desk.CONVERSATION_FOCUSED",
"conversationId": "c1750366-9483-4372-a57d-844da14071c6"
}

CONVERSATION_FOCUS_LOST

{
"event": "com.iadvize.desk.CONVERSATION_FOCUS_LOST",
"conversationId": "c1750366-9483-4372-a57d-844da14071c6"
}

CONVERSATION_STATE_BOX_CLICKED

{
"event": "com.iadvize.desk.CONVERSATION_STATE_BOX_CLICKED",
"conversationId": "93d86726-aaf7-4962-877e-104c577d86ae"
}

CONVERSATION_VISITOR_UPDATED

{
"event": "com.iadvize.desk.CONVERSATION_VISITOR_UPDATED",
"conversationId": "c1750366-9483-4372-a57d-844da14071c6",
"visitor": {
...allKnownIAdvizeFields
}
}
The allKnownIAdvizeFields refers to the visitor fields available in an iAdvize visitor profile.

CONVERSATION_REMOVED

{
"event": "com.iadvize.desk.CONVERSATION_REMOVED",
"conversationId": "c1750366-9483-4372-a57d-844da14071c6"
}

AVAILABILITY_UPDATED

{
"event": "com.iadvize.desk.AVAILABILITY_UPDATED",
"availabilities": [
{
"channel": "CHAT",
"status": "AVAILABLE"
},
{
"channel": "CALL",
"status": "UNAVAILABLE"
},
{
"channel": "VIDEO",
"status": "UNAVAILABLE_FORCED"
},
{
"channel": "THIRD_PARTY",
"status": "UNAVAILABLE_FORCED"
}
]
}