Elasticsearch business logs

For enterprise clients we can provide bussiness logs in elasticsearch. List of available events below.

Agent Login

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
     "event": {
       "agentId": "agentId",
       "orgId": "orgId",
       "firstName": "John",
       "lastName": "Doe",
       "email": "[email protected]",
       "externalId": "some-id"
     },
     "description": {
       "kind": "event",
       "category": [
         "agent"
       ],
       "type": [
         "business_event"
       ],
       "action": "login",
       "outcome": "success"
     },
     "timestamp": 1635418772366
   }
}

Agent Logout

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "agentId": "agentId",
        "orgId": "orgId",
        "firstName": "Johin",
        "lastName": "Doe",
        "email": "[email protected]",
        "externalId": "some-id"
      },
      "description": {
        "kind": "event",
        "category": [
          "agent"
        ],
        "type": [
          "business_event"
        ],
        "action": "logout",
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
 }

Agent Status Changed

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "agentId": "0000-0000...",
        "orgId": "0000-0000...",
        "status": "", // "AWAY", "AVAILABLE" and "UNAVAILABLE"
        "unavailableReason": "" // custom values
      },
      "description": {
        "kind": "event",
        "category": [
          "agent"
        ],
        "type": [
          "business_event"
        ],
        "action": "status_change",
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
}

Conversation created

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "guestId": "0000-0000..."
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "created",
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
}

Conversation backoffice data updated

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "guestId": "0000-0000...",
        "backofficeData": [
          {
            "key": "key",
            "value": "value"
          }
        ]
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "backoffice_data_change",
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
  }

Conversation tag

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "tags": [
          "our-tag",
          "my-tag",
          "your-tag"
        ]
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "tag_change",
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
}

Conversation assigned

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "agentId": "",
        "requesterId": "0000-0000..."
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "assignee_change",
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
}

Conversation status change

{
    "@timestamp": "2022-05-02T11:15:44.281+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "customerId": "0000-0000...",
        "status": "solved" // "unsolved" | "inProgress" | "waiting" ,
        "requesterId": "0000-0000..."
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "conversation_status_change",
        "outcome": "success"
      },
      "timestamp": 1651490143839
    }
  }

Conversation tags change

{
    "@timestamp": "2022-05-02T11:35:15.113+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "customerId": "0000-0000...",
        "tags": [
          "the_tag"
        ],
        "tagGroupId": "0000-0000...",
        "requesterId": "0000-0000..."
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "tags_change",
        "outcome": "success"
      },
      "timestamp": 1651491314503
    }
  }

Thread first assignee message

{
    "@timestamp": "2022-04-28T15:09:24.299+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "threadId": "0000-0000...",
        "agentId": "0000-0000..."
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "thread_assignee_first_message",
        "outcome": "success"
      },
      "timestamp": 1651158563620
    }
}

Lead location change

{
    "@timestamp": "2022-04-29T09:53:37.346+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "customerId": "0000-0000...",
        "ipAddress": "/78.10.119.146",
        "userAgent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/100.0.4896.127 Safari/537.36",
        "timezone": "Europe/Warsaw",
        "browserLanguage": "en-GB"
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "lead_location_change",
        "outcome": "success"
      },
      "timestamp": 1651226017173
    }
  }

Conversation unassigned

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "agentId": "0000-0000...",
        "orgId": "0000-0000...",
        "status": "unavailable",
        "unavailableReason": ""
      },
      "description": {
        "kind": "event",
        "category": [
          "agent"
        ],
        "type": [
          "business_event"
        ],
        "action": "status_change",
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
}

Message sent

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "authorId": "0000-0000...",
        "body": "Hey!",
        "messageId": "0000-0000..."
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
          ],
          "action": "message_sent",
          "outcome": "success"
      },
      "timestamp": 1635418772366
   }
}

Custom message sent

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "subtag": "LEAD_TAGS_UPDATE", // may be custom (FORM, FORM_SUBMIT)
        "authorId": "0000-0000...",
        "payload": {
          "oldTags": [
            "tag1",
            "tag2"
          ],
          "oldTagGroupId": "0000-0000...",
          "tags": [
            "tag1",
            "tag2"
          ],
          "tagGroupId": "0000-0000..."
        },
        "messageId": "0000-0000..."
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "custom_message_sent",
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
}

Conversation closed

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "roomId": "0000-0000..",
        "orgId": "0000-0000..",
        "status": "true",
        "sub_status": "solved"
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "closed",
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
}

Conversation reopened

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "customerId": "0000-0000..."
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "reopened"
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
}

Conversation snoozed / unsnoozed

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "customerId": "0000-0000...",
        "agentId": "0000-0000..."
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": ""snoozed" // "unsnoozed"
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
}

Conversation thread created

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "threadId": "0000-0000...",
        "roomId": "0000-0000...",
        "orgId": "0000-0000..."
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "thread_created",
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
}

Lead OAuth sign in

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "timestamp": 1635418772366,
        "customerId": "0000-0000...",
        "phone": {
          "region": "PL",
          "number": "48123456789"
        },
        "firstName": "John",
        "lastName": "Doe",
        "backofficeData": [
          {
            "key": "key",
            "value": "value"
          }
        ],
        "searchableField": "Johndoe0000-0000..."
      },
      "description": {
        "kind": "event",
        "category": [
          "conversation"
        ],
        "type": [
          "business_event"
        ],
        "action": "lead_sign_in",
        "outcome": "success"
      },
      "timestamp": 1635418772366
    }
}