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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
}
}