Reference

Name	Description
v2.conversation.pushed	Emitted on a beginning of a conversation or a receiving of a conversation transferred by another operator.
v2.conversation.closed	Emitted on an end of a conversation. Conversations on offsite channels are automatically closed after 7 days of inactivity.
user.created	Emitted on user creation in administration or API Rest.
user.updated	Emitted on user update in administration or API Rest.
user.connected	Emitted when user is connecting to administration or desk.
user.disconnected	Emitted when user is disconnecting of administration or desk.
visitor.updated	Emitted when a visitor information is updated from desk or admin view.
satisfaction.answered	Emitted when visitor has answered a customer satisfaction, net promoter score, satisfaction comment or custom question. Will be emitted at every click on answer by visitor.
transaction.attributed	Emitted when a transaction is attributed to a conversation.

Name

Description

v2.conversation.pushed

Emitted on a beginning of a conversation or a receiving of a conversation transferred by another operator.

v2.conversation.closed

Emitted on an end of a conversation. Conversations on offsite channels are automatically closed after 7 days of inactivity.

user.created

Emitted on user creation in administration or API Rest.

user.updated

Emitted on user update in administration or API Rest.

user.connected

Emitted when user is connecting to administration or desk.

user.disconnected

Emitted when user is disconnecting of administration or desk.

visitor.updated

Emitted when a visitor information is updated from desk or admin view.

satisfaction.answered

Emitted when visitor has answered a customer satisfaction, net promoter score, satisfaction comment or custom question. Will be emitted at every click on answer by visitor.

transaction.attributed

Emitted when a transaction is attributed to a conversation.

`v2.conversation.pushed`

Emitted on a beginning of a conversation or a receiving of a conversation transferred by another operator.

{
  "eventId": "0f0bb3af-5035-4ba3-b3fb-ff4879a3a74d",
  "eventType": "v2.conversation.pushed",
  "platform": "ha",
  "projectId": 1,
  "clientId": 335,
  "conversationId": "4c8c7408-f73c-42cd-89e9-afbbee7d9024",
  "operatorId": 1,
  "visitorExternalId": "63429889", // deprecated. Only available for ONSITE conversations. Use `visitorId` field instead.
  "channel": "CHAT",
  "visitorId": "b05f1b45-c891-4a9c-b47e-91ee6c8ffb44",
  "createdAt": "2019-04-12T07:58:35.171Z",
  "sentAt": "2019-04-12T07:58:35.496Z"
}

Please note :

Attribute Description

Attribute	Description
channel	For onsite source : -`CHAT` -`CALL` -`VIDEO` For offsite: -`FACEBOOK` -`FACEBOOK_BUSINESS_ON_MESSENGER` -`TWITTER` -`MOBILE_APP` -`SMS`

channel

For onsite source : -CHAT -CALL -VIDEO For offsite: -FACEBOOK -FACEBOOK_BUSINESS_ON_MESSENGER -TWITTER -MOBILE_APP -SMS

`v2.conversation.closed`

Emitted on an end of a conversation. Conversations on offsite channels are automatically closed after 7 days of inactivity.

{
  "eventId": "0f0bb3af-5035-4ba3-b3fb-ff4879a3a74d",
  "eventType": "v2.conversation.closed",
  "platform": "ha",
  "projectId": 1,
  "clientId": 1,
  "conversationId": "4c8c7408-f73c-42cd-89e9-afbbee7d9024",
  "operatorIds": [
    1,
    2
   ],
  "visitorExternalId": "63429889", // deprecated. Only available for ONSITE conversations. Use `visitorId` field instead.
  "channel": "CHAT",
  "visitorId": "b05f1b45-c891-4a9c-b47e-91ee6c8ffb44",
  "createdAt": "2019-04-12T07:58:35.171Z",
  "sentAt": "2019-04-12T07:58:35.496Z"
}

Please note :

Attribute Description

Attribute	Description
channel	For onsite source : -`CHAT` -`CALL` -`VIDEO` For offsite: -`FACEBOOK` -`FACEBOOK_BUSINESS_ON_MESSENGER` -`TWITTER` -`MOBILE_APP` -`SMS`

channel

For onsite source : -CHAT -CALL -VIDEO For offsite: -FACEBOOK -FACEBOOK_BUSINESS_ON_MESSENGER -TWITTER -MOBILE_APP -SMS

`user.created`

Emitted on user creation in administration or API Rest.

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "user.created",
    "platform": "sd",
    "clientId": 1,
    "userId": 1,
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00"
}

`user.updated`

Emitted on user update in administration or API Rest.

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "user.updated",
    "platform": "sd",
    "clientId": 1,
    "userId": 1,
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00"
}

`user.connected`

Emitted when user is connecting to administration or desk.

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "user.connected",
    "platform": "sd",
    "clientId": 1,
    "userId": 1,
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00"
}

`user.disconnected`

Emitted when user is disconnecting to administration or desk.

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "user.disconnected",
    "platform": "sd",
    "clientId": 1,
    "userId": 1,
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00"
}

`visitor.updated`

Emitted when a visitor information is updated from desk or admin view.

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "visitor.updated",
    "platform": "sd",
    "clientId": 1,
    "operatorId": 1,
    "visitorId": "593de0891b628a50b09835dc6c0e92565329c74baa90e",
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00"
}

`satisfaction.answered`

Emitted when visitor has answered a customer satisfaction, net promoter score, satisfaction comment or custom question. Will be emitted at every click on an answer by the visitor.

Example with customerSatisfaction filled

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "satisfaction.answered",
    "platform": "sd",
    "projectId": 1,
    "clientId": 1,
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00",
    "conversationId": "2d90a8a2-16df-45f5-897e-31adf9aa165d",
    "customerSatisfaction" : 3
}

Example with netPromoterScore filled

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "satisfaction.answered",
    "platform": "sd",
    "projectId": 1,
    "clientId": 1,
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00",
    "conversationId": "2d90a8a2-16df-45f5-897e-31adf9aa165d",
    "netPromoterScore" : 3
}

Example with satisfactionComment filled

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "satisfaction.answered",
    "platform": "sd",
    "projectId": 1,
    "clientId": 1,
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00",
    "conversationId": "2d90a8a2-16df-45f5-897e-31adf9aa165d",
    "satisfactionComment" : "It was very helpful"
}

Example with customQuestion filled

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "satisfaction.answered",
    "platform": "sd",
    "projectId": 1,
    "clientId": 1,
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00",
    "conversationId": "2d90a8a2-16df-45f5-897e-31adf9aa165d",
    "customQuestion" : true
}

`transaction.attributed`

Emit when a transaction is attributed to a conversation.

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "transaction.attributed",
    "platform": "sd",
    "projectId": 1,
    "clientId": 1,
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00",
    "transactionId": "1d94c3e8-8cbe-4e46-933d-0433ec339f79",
    "receivedAt": "2017-04-22T11:01:00+02:00",
    "externalId": "transaction-1",
    "amount": 300.20,
    "conversationId": "2d90a8a2-16df-45f5-897e-31adf9aa165d",
    "source": "Onsite",
    "operatorId": 1
}

Attribute Description

Attribute	Description
source	`Onsite` for channels : - CHAT - CALL - VIDEO `Offsite` for channels: - FACEBOOK - FACEBOOK_BUSINESS_ON_MESSENGER - TWITTER - MOBILE_APP - SMS

source

Onsite for channels : - CHAT - CALL - VIDEO Offsite for channels: - FACEBOOK - FACEBOOK_BUSINESS_ON_MESSENGER - TWITTER - MOBILE_APP - SMS

Deprecated events (legacy)

The following events should not be used anymore, they still appear in this documentation for historical purposes only!

`conversation.started`

PLEASE DO NOT USE (refer to the warning above).

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "conversation.started",
    "platform": "sd",
    "websiteId": 1,
    "clientId": 1,
    "conversationId": 1,
    "operatorId": 1,
    "channel": "chat",
    "visitorId": "593de0891b628a50b09835dc6c0e92565329c74baa90e",
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00"
}

`conversation.transferred`

PLEASE DO NOT USE (refer to the warning above).

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "conversation.transferred",
    "platform": "sd",
    "websiteId": 1,
    "clientId": 1,
    "conversationId": 2,
    "transferredConversationId": 1,
    "operatorId": 1,
    "channel": "chat",
    "visitorId": "593de0891b628a50b09835dc6c0e92565329c74baa90e",
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00"
}

`conversation.closed`

PLEASE DO NOT USE (refer to the warning above).

{
    "eventId": "d36cd3c4-2d16-4a77-97c2-620bde859b29",
    "eventType": "conversation.closed",
    "platform": "sd",
    "websiteId": 1,
    "clientId": 1,
    "conversationId": 1,
    "operatorId": 1,
    "channel": "chat",
    "visitorId": "593de0891b628a50b09835dc6c0e92565329c74baa90e",
    "createdAt": "2017-04-22T11:01:00+02:00",
    "sentAt": "2017-04-22T11:01:00+02:00"
}

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