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Business events structure (JSON) - Draft
For clients we provide bussiness events in json webhooks. List of available events below.
Agent Login
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"agentId": "agentId",
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"orgId": "orgId",
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"firstName": "John",
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"lastName": "Doe",
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"email": "[email protected]"
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},
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"description": {
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"kind": "event",
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"category": [
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"agent"
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],
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"type": [
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"business_event"
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],
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"action": "login",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Agent Logout
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"agentId": "agentId",
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"orgId": "orgId",
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"firstName": "Johin",
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"lastName": "Doe",
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"email": "[email protected]"
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},
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"description": {
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"kind": "event",
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"category": [
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"agent"
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],
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"type": [
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"business_event"
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],
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"action": "logout",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Agent Status Changed
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"agentId": "0000-0000...",
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"orgId": "0000-0000...",
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"status": "", // "AWAY", "AVAILABLE" and "UNAVAILABLE"
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"unavailableReason": "" // custom values
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},
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"description": {
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"kind": "event",
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"category": [
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"agent"
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],
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"type": [
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"business_event"
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],
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"action": "status_change",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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Conversation created
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"roomId": "0000-0000...",
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"orgId": "0000-0000...",
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"guestId": "0000-0000..."
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},
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"description": {
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"kind": "event",
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"category": [
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"conversation"
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],
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"type": [
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"business_event"
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],
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"action": "created",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Conversation backoffice data updated
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"roomId": "0000-0000...",
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"orgId": "0000-0000...",
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"guestId": "0000-0000...",
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"backofficeData": [
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{
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"key": "key",
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"value": "value"
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}
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]
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},
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"description": {
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"kind": "event",
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"category": [
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"conversation"
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],
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"type": [
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"business_event"
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],
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"action": "backoffice_data_change",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Conversation tag
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"roomId": "0000-0000...",
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"orgId": "0000-0000...",
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"tags": [
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"our-tag",
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"my-tag",
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"your-tag"
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]
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},
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"description": {
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"kind": "event",
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"category": [
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"conversation"
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],
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"type": [
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"business_event"
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],
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"action": "tag_change",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Conversation assignee change
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"roomId": "0000-0000...",
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"orgId": "0000-0000...",
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"agentId": ""
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},
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"description": {
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"kind": "event",
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"category": [
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"conversation"
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],
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"type": [
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"business_event"
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],
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"action": "assignee_change",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Conversation unassigned
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"agentId": "0000-0000...",
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"orgId": "0000-0000...",
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"status": "unavailable",
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"unavailableReason": ""
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},
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"description": {
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"kind": "event",
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"category": [
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"agent"
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],
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"type": [
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"business_event"
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],
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"action": "status_change",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Message sent
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"roomId": "0000-0000...",
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"orgId": "0000-0000...",
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"authorId": "0000-0000...",
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"body": "Hey!",
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"messageId": "0000-0000..."
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},
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"description": {
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"kind": "event",
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"category": [
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"conversation"
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],
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"type": [
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"business_event"
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],
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"action": "message_sent",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Custom message sent
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"roomId": "0000-0000...",
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"orgId": "0000-0000...",
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"subtag": "LEAD_TAGS_UPDATE", // may be custom (FORM, FORM_SUBMIT)
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"authorId": "0000-0000...",
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"payload": {
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"oldTags": [
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"tag1",
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"tag2"
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],
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"oldTagGroupId": "0000-0000...",
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"tags": [
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"tag1",
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"tag2"
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],
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"tagGroupId": "0000-0000..."
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},
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"messageId": "0000-0000..."
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},
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"description": {
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"kind": "event",
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"category": [
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"conversation"
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],
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"type": [
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"business_event"
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],
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"action": "custom_message_sent",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Custom message send (FORM metadata)
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"roomId": "0000-0000...",
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"orgId": "0000-0000...",
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"subtag": "MESSAGE_WITH_FORM",
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"authorId": "0000-0000...", // message (form submit) author id
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"payload": {
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"formId": "0000-0000..."
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"inputs": [
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{
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"name": "client-age",
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"value": "33"
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},
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{
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"name": "client-comment",
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"value": "The agent was very helpful!"
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},
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{
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"name": "external-form-id",
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"value": "0000-0000..."
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}
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],
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},
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"messageId": "0000-0000..."
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},
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"description": {
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"kind": "event",
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"category": [
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"conversation"
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],
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"type": [
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"business_event"
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],
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"action": "custom_message_sent",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Conversation closed
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"roomId": "0000-0000..",
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"orgId": "0000-0000..",
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"status": "true",
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"sub_status": "solved"
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},
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"description": {
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"kind": "event",
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"category": [
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"conversation"
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],
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"type": [
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"business_event"
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],
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"action": "closed",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Conversation reopened / snoozed / unsnoozed
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"roomId": "0000-0000...",
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"orgId": "0000-0000...",
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"customerId": "0000-0000..."
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},
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"description": {
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"kind": "event",
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"category": [
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"conversation"
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],
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"type": [
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"business_event"
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],
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"action": "" // "reopened", "snoozed", "unsnoozed"
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Conversation thread created
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{
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"@timestamp": "2021-10-28T08:52:59.726+0000",
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"message": {
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"event": {
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"threadId": "0000-0000...",
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"roomId": "0000-0000...",
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"orgId": "0000-0000..."
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},
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"description": {
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"kind": "event",
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"category": [
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"conversation"
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],
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"type": [
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"business_event"
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],
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"action": "thread_created",
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"outcome": "success"
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},
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"timestamp": 1635418772366
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}
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}
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Last modified 1mo ago
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