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.

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

channel

For onsite source : -CHAT -CALL -VIDEO For offsite: -FACEBOOK -FACEBOOK_BUSINESS_ON_MESSENGER -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

channel

For onsite source : -CHAT -CALL -VIDEO For offsite: -FACEBOOK -FACEBOOK_BUSINESS_ON_MESSENGER -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

source

Onsite for channels : - CHAT - CALL - VIDEO Offsite for channels: - FACEBOOK - FACEBOOK_BUSINESS_ON_MESSENGER - 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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