The Event Categories
Sessions
The diagram below describes all the events in the life cycle of a session from inception to termination. Session redirection to another operator may not occur and is shown for completeness only.
SessionCreated
A new session has been created in the tenant and the event is logged before the operator or chatbot joins the session.
JSON Example
Copy {
"eventType" : "SessionCreated" ,
"data" : {
"id" : 7371450 ,
"tenantId" : 62 ,
"channel" : "Phone" ,
"source" : "OutgoingCall"
}
}
SessionStarted
The session has started (e.g. a client has entered the queue and an operator is being searched for). This applies to all channels in mluvii. A chatbot can also communicate with the client in a session.
JSON Example
Copy {
"eventType" : "SessionStarted" ,
"data" : {
"id" : 7371450 ,
"tenantId" : 62 ,
"channel" : "Phone" ,
"source" : "OutgoingCall" ,
"started" : "2024-05-02T16:05:24.454661+02:00"
}
}
SessionOperatorJoined
It happens at the moment the operator joins the session. For example, right at the beginning (after SessionCreated ). It is valid that for each operator in the session, a custom event is logged.
JSON Example
Copy {
"eventType" : "SessionOperatorJoined" ,
"data" : {
"id" : 7371450 ,
"tenantId" : 62 ,
"userId" : 4 ,
"channel" : "Phone" ,
"source" : "OutgoingCall" ,
"time" : "2024-05-02T16:05:24.454661+02:00"
}
}
SessionForwarded
The session was redirected. In this case, there are no details available as in the case of SessionActivitySessionForwarded .
The response may include "userId", "operatorGroupId", or "chatbotId", depending on the target the operator is forwarding to.
JSON Example
Copy {
"eventType" : "SessionForwarded" ,
"data" : {
"id" : 7373420 ,
"tenantId" : 62 ,
"channel" : "Chat" ,
"source" : "Default" ,
"time" : "2024-05-03T09:41:31.257306+02:00" ,
"userId" : null ,
"operatorGroupId" : 7299 ,
"chatbotId" : null
}
}
SessionEnded
Triggered when a session has ended (the operator or the client has finished the session).
JSON Example
Copy {
"eventType" : "SessionEnded" ,
"data" : {
"id" : 7363963 ,
"tenantId" : 62 ,
"channel" : "Chat" ,
"source" : "Default" ,
"started" : "2024-04-30T13:32:31.105138+02:00" ,
"ended" : "2024-05-02T15:34:12.871976+02:00"
}
}
SessionOperatorLeft
Once the operator ends the session (clicks the "End" button). It then enters the ACW state.
If multiple operators are active in the session, only one of them is logged into SessionOperatorLeft. For the others, the SessionOperatorConcluded event is logged.
JSON Example
Copy {
"eventType" : "SessionOperatorLeft" ,
"data" : {
"id" : 7371193 ,
"tenantId" : 62 ,
"userId" : 4301 ,
"channel" : "AV" ,
"source" : "Invitation" ,
"time" : "2024-05-02T15:32:52.539588+02:00"
}
}
SessionOperatorConcluded
It happens when ACW is automatically/manually terminated. Then also when the session is redirected from the operator to the next destination (operator/group/chatbot/external phone number).
JSON Example
Copy {
"eventType" : "SessionOperatorConcluded" ,
"data" : {
"id" : 7429963 ,
"tenantId" : 62 ,
"userId" : 2710 ,
"channel" : "Chat" ,
"source" : "Default" ,
"time" : "2024-05-20T14:46:29.969234+02:00"
}
}
Session Activities
SessionActivityAutoActivity
The event is logged with each automatic message in the session. For example, it could be an automated message sent due to client inactivity or an operator being busy handling multiple interactions at once.
JSON Example
Copy {
"eventType" : "SessionActivityAutoActivity" ,
"data" : {
"sessionId" : 7380342 ,
"activityId" : 50878507 ,
"time" : "2024-05-06T08:31:13.722852+02:00" ,
"type" : "AutoActivity" ,
"heroCard" : null ,
"heroCardParams" : null ,
"callScript" : null ,
"client" : null ,
"text" : "<p>zpráva</p>" ,
"previewUrl" : null ,
"file" : null ,
"associatedSharedFileUrl" : null ,
"toOperatorUserId" : null ,
"toOperatorFullName" : null ,
"toGroupId" : null ,
"toGroupName" : null ,
"toPhoneNumber" : null ,
"note" : null ,
"chatbotMessageContent" : null ,
"submissionIdentification" : null ,
"userId" : null ,
"chatbotId" : null ,
"chatbotHeroCardSubmissionKey" : null ,
"chatbotHeroCardSubmissionValue" : null ,
"formFieldSetUUID" : null ,
"terminationReason" : null
}
}
SessionActivityAvRequest
The event captures the moment when the operator upgrades the webchat to an Audio/Video call. The operator clicks on the "Call" tab in the interface, enters the A/V room, and invites the client.
JSON Example
Copy {
"eventType" : "SessionActivityAvRequest" ,
"data" : {
"sessionId" : 7375793 ,
"operatorId" : 2710 ,
"time" : "2024-05-03T13:54:49.450758+02:00"
}
}
SessionActivityAvTerminated
This happens when the operator terminates the A/V call and continues text-only communication. The operator clicks the "Disconnect Client" button or the cross button in the corner of the A/V blade.
JSON Example
Copy {
"eventType" : "SessionActivityAvTerminated" ,
"data" : {
"sessionId" : 7375793 ,
"operatorId" : 2710 ,
"time" : "2024-05-03T13:57:03.140972+02:00"
}
}
SessionActivityCallScript
It happens every time each contact is called within the campaign where CallScript is set up. The CallScript does not need to be acknowledged by the operator.
Form Structure[
{"inputType": "RichText",
"label": "<p>byt</p>", "ordinal": 1
},
{"inputType": "Text",
"label": "dispozice",
"key": "Dispozice",
"required": true,
"ordinal": 2
},
{"InputType": "Radio",
"label": "centrum", "key": "somethingelse",
"required": true, "ordinal": 3,
"choiceOptions":[
{"value": "ano",
"label": "ano"},
{"value": "ne",
"label": "ne"}]
}
JSON Example
Copy {
"eventType" : "SessionActivityCallScript" ,
"data" : {
"sessionId" : 7383104 ,
"activityId" : 50894607 ,
"time" : "2024-05-06T13:46:07.605708+02:00" ,
"type" : "CallScript" ,
"heroCard" : null ,
"heroCardParams" : null ,
"callScript" : [
{
"inputType" : "RichText" ,
"label" : "<p>Dobrý den, pane XXX</p>" ,
"ordinal" : 1
} ,
{
"inputType" : "Text" ,
"label" : "Dispozice" ,
"key" : "dispozice" ,
"required" : true ,
"ordinal" : 2
} ,
{
"inputType" : "Radio" ,
"label" : "zvíře" ,
"key" : "somethingelse" ,
"required" : true ,
"ordinal" : 3 ,
"choiceOptions" : [
{
"value" : "kočka" ,
"label" : "kočka"
}
]
} ,
{
"inputType" : "Radio" ,
"label" : "dfdfdfdfsdf" ,
"key" : "ujasnění" ,
"required" : true ,
"ordinal" : 4 ,
"choiceOptions" : [
{
"value" : "ano" ,
"label" : "ano"
}
]
}
] ,
"client" : null ,
"text" : null ,
"previewUrl" : null ,
"file" : null ,
"associatedSharedFileUrl" : null ,
"toOperatorUserId" : null ,
"toOperatorFullName" : null ,
"toGroupId" : null ,
"toGroupName" : null ,
"toPhoneNumber" : null ,
"note" : null ,
"chatbotMessageContent" : null ,
"submissionIdentification" : null ,
"userId" : null ,
"chatbotId" : null ,
"chatbotHeroCardSubmissionKey" : null ,
"chatbotHeroCardSubmissionValue" : null ,
"formFieldSetUUID" : "afebe607-a007-489d-ba03-dd9deaa17f8d" ,
"terminationReason" : null
}
}
SessionActivityCallScriptSubmission
In the session, the CallScript is confirmed by the operator. CallScript is used only for telephone campaigns.
The webhook is delivered as soon as the ACW session is over.
JSON Example
Copy {
"eventType" : "SessionActivityCallScriptSubmission" ,
"data" : {
"sessionId" : 7383014 ,
"activityId" : 50894089 ,
"time" : "2024-05-06T13:37:57.649363+02:00" ,
"type" : "CallScriptSubmission" ,
"heroCard" : null ,
"heroCardParams" : null ,
"callScript" : null ,
"client" : "Guest" ,
"text" : null ,
"previewUrl" : null ,
"file" : null ,
"associatedSharedFileUrl" : null ,
"toOperatorUserId" : null ,
"toOperatorFullName" : null ,
"toGroupId" : null ,
"toGroupName" : null ,
"toPhoneNumber" : null ,
"note" : null ,
"chatbotMessageContent" : null ,
"submissionIdentification" : null ,
"userId" : null ,
"chatbotId" : null ,
"chatbotHeroCardSubmissionKey" : null ,
"chatbotHeroCardSubmissionValue" : null ,
"formFieldSetUUID" : null ,
"terminationReason" : null
}
}
SessionActivityCobrowsingStarted
In the session, cobrowsing was initiated and the client agreed to the request from the operator.
JSON Example
Copy {
"eventType" : "SessionActivityCobrowsingStarted" ,
"data" : {
"sessionId" : 7383263 ,
"activityId" : 50895810 ,
"time" : "2024-05-06T14:10:19.928721+02:00" ,
"type" : "CobrowsingStarted" ,
"heroCard" : null ,
"heroCardParams" : null ,
"callScript" : null ,
"client" : "Guest" ,
"text" : null ,
"previewUrl" : null ,
"file" : null ,
"associatedSharedFileUrl" : null ,
"toOperatorUserId" : null ,
"toOperatorFullName" : null ,
"toGroupId" : null ,
"toGroupName" : null ,
"toPhoneNumber" : null ,
"note" : null ,
"chatbotMessageContent" : null ,
"submissionIdentification" : null ,
"userId" : null ,
"chatbotId" : null ,
"chatbotHeroCardSubmissionKey" : null ,
"chatbotHeroCardSubmissionValue" : null ,
"formFieldSetUUID" : null ,
"terminationReason" : null
}
}
SessionActivityExternalMessage
This can be an introductory message set at the Facebook page level (outside the app), or messages sent to the client outside the mluvii app (via Facebook Messenger).
JSON Example
Copy {
"eventType" : "SessionActivityExternalMessage" ,
"data" : {
"sessionId" : 7369378 ,
"activityId" : 50896981 ,
"time" : "2024-05-06T14:33:06.262+02:00" ,
"type" : "ExternalMessage" ,
"heroCard" : null ,
"heroCardParams" : null ,
"callScript" : null ,
"client" : null ,
"text" : "Dobrý den" ,
"previewUrl" : null ,
"file" : null ,
"associatedSharedFileUrl" : null ,
"toOperatorUserId" : null ,
"toOperatorFullName" : null ,
"toGroupId" : null ,
"toGroupName" : null ,
"toPhoneNumber" : null ,
"note" : null ,
"chatbotMessageContent" : null ,
"submissionIdentification" : null ,
"userId" : null ,
"chatbotId" : null ,
"chatbotHeroCardSubmissionKey" : null ,
"chatbotHeroCardSubmissionValue" : null ,
"formFieldSetUUID" : null ,
"terminationReason" : null
}
}
SessionActivityHeroCard
A HeroCard was sent during the session.
HeroCard Structure[
{"inputType": "RichText",
"label": "<p>byt</p>", "ordinal": 1
},
{"inputType": "Text",
"label": "dispozice",
"key": "Dispozice",
"required": true,
"ordinal": 2
},
{"InputType": "Radio",
"label": "centrum", "key": "somethingelse",
"required": true, "ordinal": 3,
"choiceOptions":[
{"value": "ano",
"label": "ano"},
{"value": "ne",
"label": "ne"}]
}
The "client" parameter can take values (User, Chatbot). Depending on this, the value of the "userId" or "chatbotId" parameter is also filled in.
JSON Example
Copy {
"eventType" : "SessionActivityHeroCard" ,
"data" : {
"sessionId" : 7383497 ,
"activityId" : 50897242 ,
"time" : "2024-05-06T14:37:20.236594+02:00" ,
"type" : "HeroCard" ,
"heroCard" : [
{
"inputType" : "RichText" ,
"label" : "<p>Prosím, zadejte své kontaktní údaje.</p>" ,
"ordinal" : 1
} ,
{
"inputType" : "Text" ,
"label" : "Jméno" ,
"key" : "oo1_guest_ident" ,
"required" : true ,
"ordinal" : 2
} ,
{
"inputType" : "Text" ,
"label" : "E-mail" ,
"key" : "oo1_guest_email" ,
"required" : true ,
"ordinal" : 3
} ,
{
"inputType" : "Text" ,
"label" : "Telefon" ,
"key" : "oo1_guest_phone" ,
"required" : false ,
"ordinal" : 4
} ,
{
"inputType" : "Confirmation" ,
"label" : "Confirm label" ,
"ordinal" : 5
}
] ,
"heroCardParams" : null ,
"callScript" : null ,
"client" : "Chatbot" ,
"text" : null ,
"previewUrl" : null ,
"file" : null ,
"associatedSharedFileUrl" : null ,
"toOperatorUserId" : null ,
"toOperatorFullName" : null ,
"toGroupId" : null ,
"toGroupName" : null ,
"toPhoneNumber" : null ,
"note" : null ,
"chatbotMessageContent" : null ,
"submissionIdentification" : null ,
"userId" : null ,
"chatbotId" : 329 ,
"chatbotHeroCardSubmissionKey" : null ,
"chatbotHeroCardSubmissionValue" : null ,
"formFieldSetUUID" : "e5e7d280-9d29-4668-ae92-2dd27a8902cf" ,
"terminationReason" : null
}
}
SessionActivityHeroCardSubmission
It is logged when the HeroCard is confirmed/canceled (submitted/canceled).
The OriginalFormID parameter is the existing HeroCard ID in mluvii.
The parameters used in the given HeroCard are stored in params together with the entered values (e.g. "oo1_guest_email", "oo1_guest_ident", "oo1_guest_phone").
There are also cases where the HeroCard is confirmed by the operator instead of the client. In this case, the value false is stored in the "submittedByClient" parameter.
JSON Example
Copy {
"eventType" : "SessionActivityHeroCardSubmission" ,
"data" : {
"sessionId" : 7383497 ,
"result" : "Submitted" ,
"originalFormID" : 2273 ,
"submittedByClient" : false ,
"params" : {
"barva" : "Červená" ,
"model" : "Focus" ,
"palivo" : "Benzín" ,
"oo1_guest_ident" : "Zbyněk Hostaš" ,
"značka" : "Volkswagen" ,
"číslo ŘP" : "147852369"
} ,
"time" : "2024-05-06T14:44:07.799984+02:00"
}
}
SessionActivityChatToMail
It occurs when the client enters an e-mail in the Feedback Form and sends a transcript, or the operator sends it.
The value Guest is stored in the "client" parameter if the client sends the session transcript itself. Or the value User and the parameter "userID" is used, which is filled only if the initiator of the action is an operator.
JSON Example
Copy {
"eventType" : "SessionActivityChatToMail" ,
"data" : {
"sessionId" : 7383497 ,
"activityId" : 50897938 ,
"time" : "2024-05-06T14:49:23.808642+02:00" ,
"type" : "ChatToMail" ,
"heroCard" : null ,
"heroCardParams" : null ,
"callScript" : null ,