Business events structure (JSON) - Draft

For clients we provide bussiness events in json webhooks. 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]"
     },
     "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]"
      },
      "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 assignee change

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

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
    }
}

Custom message send (FORM metadata)

{
    "@timestamp": "2021-10-28T08:52:59.726+0000",
    "message": {
      "event": {
        "roomId": "0000-0000...",
        "orgId": "0000-0000...",
        "subtag": "MESSAGE_WITH_FORM",
        "authorId": "0000-0000...", // message (form submit) author id
        "payload": {
          "formId": "0000-0000..."
          "inputs": [
				{
					"name": "client-age",
					"value": "33"
				},
				{
					"name": "client-comment",
					"value": "The agent was very helpful!"
				},
				{
					"name": "external-form-id",
					"value": "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 / snoozed / unsnoozed

{
    "@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", "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
    }
}