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": "john.doe@example.com"
},
"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": "john.doe@example.com"
},
"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
}
}Last updated