Chat - Events

This collection of events can inform you of activity around chats held using the Chat API.

Channel Updated

Indicates that a chat has switched the channel it was running on, e.g. from web chat to email.

Example

{
  "eventId": "4ee8d656-00d2-4a29-9f9f-f5d492220580",
  "accountId": 12345,
  "apiSpaceId": "fed1780d-8440-480a-b268-20b1eb50a4ab",
  "name": "chat.channelUpdated",
  "payload": {
    "id": "6dc52289-ce98-4dd7-95dd-239249c70d2c",
    "channelId": "email"
  },
  "revision": 13,
  "etag": "\"2c-ILZDf8Y07AcHgq9W85M+tZD5egA\"",
  "timestamp": "2017-11-27T14:55:07.872Z"
}

Closed

Indicates a chat has been closed as it is complete.

Example

{
  "eventId": "5e8a9828-dc99-4318-ad0f-368254c3463f",
  "accountId": 32753,
  "apiSpaceId": "61d1780d-8440-480a-b268-20b1eb50a4ff",
  "name": "chat.closed",
  "payload": {
    "bypassMessage": true,
    "teamId": "Customer_Services",
    "closeTimeSecs": 71720,
    "id": "6d4ed2f5-7214-400a-8608-79671ebdbe54"
  },
  "revision": 4,
  "etag": "\"2b-dmuQHyNqJ03i2ASOZmKt0ScKjdU\"",
  "timestamp": "2017-11-22T12:32:49.090Z"
}

Create

Indicates a new chat has been created.

Examples

{
  "eventId": "6ba5c170-e795-46a8-b977-2d5b85383928",
  "accountId": 32753,
  "apiSpaceId": "61d1780d-8440-480a-b268-20b1eb50a4ff",
  "name": "chat.create",
  "payload": {
    "name": "Chat with anon_1aa642bf-eeb2-4e86-a70f-bccc1b33fd69",
    "teamId": "Customer_Services",
    "channelId": "appMessaging",
    "participants": [
      {
        "profileId": "anon_1aa642bf-eeb2-4e86-a70f-bccc1b33fd69",
        "role": "participant"
      }
    ],
    "context": {
      "conversationId": "Customer_Services_anon_1aa642bf-eeb2-4e86-a70f-bccc1b33fd69"
    },
    "id": "8b4e7f49-7e16-4440-acf8-7aeab1ee1e91"
  },
  "revision": 0,
  "etag": "\"2b-FGp4Y+BATQJbI7ds53XpCEclhAM\"",
  "timestamp": "2017-11-23T14:09:17.361Z"
}

Delete

Indicates that a chat has been deleted.

Examples

{
  "eventId": "4ee8d656-00d2-4a29-9f9f-f5d492220580",
  "accountId": 12345,
  "apiSpaceId": "fed1780d-8440-480a-b268-20b1eb50a4ab",
  "name": "chat.delete",
  "payload": {
    "date": "2017-11-27T14:55:07.868Z",
    "by": "access:5e8b5a73-2d70-4b86-ba48-20facf8e7e70",
    "id": "6dc52289-ce98-4dd7-95dd-239249c70d2c"
  },
  "revision": 13,
  "etag": "\"2c-ILZDf8Y07AcHgq9W85M+tZD5egA\"",
  "timestamp": "2017-11-27T14:55:07.872Z"
}

Participant Added

Indicates a new participant has been added to a chat. This typically occurs as a chat is transferred between agents.

Examples

{
  "eventId": "66c1f0ab-7390-49b2-bbff-d6a48388d289",
  "accountId": 32753,
  "apiSpaceId": "61d1780d-8440-480a-b268-20b1eb50a4ff",
  "name": "chat.participantAdded",
  "payload": {
    "profileId": "anon_1aa642bf-eeb2-4e86-a70f-bccc1b33fd69",
    "role": "participant",
    "id": "8b4e7f49-7e16-4440-acf8-7aeab1ee1e91"
  },
  "timestamp": "2017-11-23T14:09:17.361Z"
}

Participant Removed

Indicates a participant has been removed from a chat. This typically occurs as a chat is transferred between agents.

Examples

{
  "eventId": "7d86db7d-86b0-467c-ac37-aac93188503a",
  "accountId": 32753,
  "apiSpaceId": "61d1780d-8440-480a-b268-20b1eb50a4ff",
  "name": "chat.participantRemoved",
  "payload": {
    "profileId": "PLATFORMUSER\\LanceOC1!",
    "role": "agent",
    "id": "6dc52289-ce98-4dd7-95dd-239249c70d2c"
  },
  "timestamp": "2017-11-23T15:50:16.081Z"
}

Status

Indicates the status of a chat has changed, these statuses are used to indicate whether a chat needs attention.

Examples

{
  "eventId": "80953fc5-6662-422e-82b9-293c2daffbcc",
  "accountId": 32753,
  "apiSpaceId": "61d1780d-8440-480a-b268-20b1eb50a4ff",
  "name": "chat.status",
  "payload": {
    "status": "replied",
    "id": "6d4ed2f5-7214-400a-8608-79671ebdbe54"
  },
  "revision": 2,
  "etag": "\"2b-s6EXU/CUgRv0dskwcTJGO5gBbgA\"",
  "timestamp": "2017-11-21T16:41:34.534Z"
}

Team Changed

Indicates that a chat has been transferred between teams.

Examples

{
    "eventId": "11c259e9-8cb0-4b1a-81eb-7526c71248ab",
    "accountId": 1234,
    "apiSpaceId": "4ba42f12-6e0c-49ab-a41f-f8d7a782a2df",
    "name": "chat.teamChanged",
    "payload": {
        "teamId": "2nd_Line_Support",
        "id": "2b1003b2-7fe6-4b6e-be62-1678c82d0e6e"
    },
    "revision": 11,
    "etag": "\"2c-B6UnmHIGKYfwi1/yUk8vZV26tfk\"",
    "timestamp": "2019-12-10T11:32:19.855Z"
}

Update

Indicates that the properties of a chat have been updated, such as name or description.

Examples

{
  "eventId": "b810a9d3-a9d0-492c-bf68-062a5d760ec7",
  "accountId": 12345,
  "apiSpaceId": "fed1780d-8440-480a-b268-20b1eb50a4ab",
  "name": "chat.update",
  "payload": {
    "name": "A chat with C and J",
    "description": "Customer services help",
    "id": "6dc52289-ce98-4dd7-95dd-239249c70d2c"
  },
  "revision": 12,
  "etag": "\"2c-/x6e/S+QgRbrL24HZBS3bbTLK/8\"",
  "timestamp": "2017-11-27T14:51:57.242Z"
}