In the technical detail below you will find the different responses that we will report to the webhook that you indicate when you execute the different query endpoints available in API Live.
⇒ Keep in mind that the webhook is essential, because it will be the space that will allow you to receive the responses or events, which will be those of attention, transfer, client message and closing of the conversation.
1. Attention event: this event will be sent when any agent receives the conversation that has been queued, either due to a queue event caused by you or a transfer event caused by another agent. The event has the following format:
{ "name": "attended", "roomId": "d5211892-e170-4d4a-b2dd-de705b595674", "timestamp": 1706293970842633079, "botId": 1000, "eventTime": 1706293970, "data": { "agent": { "name": "Tomas", "nickname": "Tomas NICKK", "groupId": 2179 } } } |
2. Transfer event: it will be sent once a transfer event has been executed, meaning that the conversation will have a different destination than the one to which it was queued. For example, the conversation was passed to the Customer Service group and then it was referred to the Sales group to close the deal with the client in question. The event has the following format:
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Key data
- The origin group field refers to the id of the group from which the conversation is being transferred.
- The target field refers to the group id that the conversation seeks to reach. That is, destiny.
3. Message to client event: this event will report all messages that are written on the agent/live side and are directed to the client/user. The event has the following format:
{ "name": "messageToClient", "roomId": "7f185acb-214f-4d59-8612-357796a146b7", "timestamp": 1706293179331454146, "botId": 1000, "eventTime": 1706293179, "data": { "action": "text", "value": "¿Puedo ayudarlo en algo más?1", "source": "trigger", "hash": "b9e8f46b56efbace7a64cdab3_71146a36682af3c0915577", "agent": {} } } |
Key data
- The source field can be either agent or trigger.
- Action field can be either text, image or file.
- Value field can be the text that the agent typed or the file/image directory.
4. Conversation Closing Event: will be posted every time the conversation is closed. In the reason field, within its structure, you will see extra information about the closing reason. For example, closing the agent, closing due to inactivity trigger, closing due to waiting queue, etc. The event has the following format:
{ "name": "close", "roomId": "21f4e58c-c1c3-452c-b7d3-b0c93aca0986", "timestamp": 1706293127429583428, "botId": 1000, "eventTime": 1706293127, "data": { "hash": "b9e8f46b56efbace7a64cdab3_7114636682af3c0915577", "reason": "queue clean process", "agent": {} } } { "name": "close", "roomId": "27101a99-d4f2-4c0c-98ad-8fe65366362d", "timestamp": 1706289577835959833, "botId": 1000, "eventTime": 1706289577, "data": { "hash": "b9e8f46b56efbace764cdab3_7114636682f3c0915577", "reason": "agent", "agent": {} } } |