Webhooks

The Event Categories

• Sessions

• Session Activities

• E-mails

• Others

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.

Event	Time
SessionCreated	"2024-05-02T08:58:58:888364+02:00"
SessionStarted	"2024-05-02T08:58:58:888364+02:00"
SessionOperatorJoined	"2024-05-02T08:59:18:467643+02:00"
SessionForwarded (optional)	"2024-05-02T09:02:26:568252+02:00"
SessionEnded	"2024-05-02T09:13:07:965191+02:00"
SessionOperatorLeft	"2024-05-02T09:13:07:965191+02:00"
SessionOperatorConcluded	"2024-05-02T09:15:50:838056+02:00"

SessionCreated

A new session has been created in the tenant and the event is logged before the operator or chatbot joins the session.

Parameter	Value	Example
id	number	7293902
tenantId	number	62
channel	string	session channel
source	string	session source

JSON Example

{
  "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.

Parameter	Value	Example
id	number	7293902
tenantId	number	62
channel	string	session channel
source	string	session source
started	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ

JSON Example

{
  "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.

Parameter	Value	Example
id	number	7293902
tenantId	number	62
userId	number	2710
channel	string	session channel
source	string	session source
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ

JSON Example

{
  "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.

Parameter	Value	Example
id	number	7293902
tenantId	number	62
channel	string	session channel
source	string	session source
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
userId	number	2710
operatorGroupId	number	7299
chatbotId	number	7352

The response may include "userId", "operatorGroupId", or "chatbotId", depending on the target the operator is forwarding to.

JSON Example

{
  "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).

Parameter	Value	Example
id	number	7293902
tenantId	number	62
channel	string	Session channel
source	string	Session source
started	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
ended	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ

JSON Example

{
  "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.

Parameter	Value	Example
id	number	7293902
tenantId	number	62
userId	number	2710
channel	string	Session channel
source	string	Session source
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ

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

{
  "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).

Parameter	Value	Example
id	number	7293902
tenantId	number	62
userId	number	2710
channel	string	Session channel
source	string	Session source
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ

JSON Example

{
  "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.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50878507
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	AutoActivity
text	string	"Jsme stále ve spojení?"

JSON Example

{
  "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.

Parameter	Value	Example
sessionId	number	7293902
userId	number	4555
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ

JSON Example

{
  "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.

Parameter	Value	Example
sessionId	number	7293902
userId	number	4555
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ

JSON Example

{
  "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.

Parameter	Value	Example
sessionId	number	7293902
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	CallScript
callscript	array	Form Structure (bellow)

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

{
  "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.

Parameter	Value	Example
sessionId	number	7293902
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	CallScriptSubmission
client	string	Guest

The webhook is delivered as soon as the ACW session is over.

JSON Example

{
  "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.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	49717950
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	SessionActivityCobrowsingStarted
client	string	Guest

JSON Example

{
  "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).

Parameter	Value	Example
sessionId	number	7293902
activityId	number	49717950
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	ExteernalMessage
text	string	Message sent from the Facebook

JSON Example

{
  "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.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	49717950
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	HeroCard
heroCard	array	HeroCard structure
client	string	User

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

{
  "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).

Parameter	Value	Example
sessionId	number	7293902
originalFormID	number	3371
result	HeroCardSubmissionResult	submitted
submittedByClient	bool	true
params	string	see the example below
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ

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

{
  "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.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	ChatToMail
client	string	Guest

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

{
  "eventType": "SessionActivityChatToMail",
  "data": {
    "sessionId": 7383497,
    "activityId": 50897938,
    "time": "2024-05-06T14:49:23.808642+02:00",
    "type": "ChatToMail",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": "User",
    "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": 2710,
    "chatbotId": null,
    "chatbotHeroCardSubmissionKey": null,
    "chatbotHeroCardSubmissionValue": null,
    "formFieldSetUUID": null,
    "terminationReason": null
  }
}

SessionActivityLastFarewellMessage

It is logged if the session is automatically terminated after 24 hours of queuing. This is particularly relevant for WhatsApp. You can also track this event for Facebook Messenger sessions.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	LastFarewellMessage
text	string	We apologize, but your request...

JSON Example

{
  "eventType": "SessionActivityLastFarewellMessage",
  "data": {
    "sessionId": 7404414,
    "activityId": 51135367,
    "time": "2024-05-15T15:32:58.045333+02:00",
    "type": "LastFarewellMessage",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": null,
    "text": "We’re sorry, but your request was automatically closed due to exceeding the 24-hour response time set by WhatsApp and Facebook. If your question is still up to date, please contact us again. Thank you.",
    "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
  }
}

SessionActivityPreviewUrl

A message containing a URL link appears in the session.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	PreviewUrl
client	string	User
previewUrl	-	-
.../title	string	Google
.../imageUrl	string	https://www.seznam.cz/media/...
.../contantType	number	1
.../originalUrl	string	https://www.seznam.cz/
.../originalActivityId	number	114253
userId	number	2070

Depending on which party sent the link, the value "guest", "user" or "chatbot" is stored in the "Client" parameter, which is rendered (in both cases only the "Client" (guest, user) parameters change). If the URL is sent by an operator, the userId is also filled in.

JSON Example

{
  "eventType": "SessionActivityPreviewUrl",
  "data": {
    "sessionId": 7383741,
    "activityId": 50899088,
    "time": "2024-05-06T15:10:16.12969+02:00",
    "type": "PreviewUrl",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": "Guest",
    "text": null,
    "previewUrl": {
      "title": "Seznam – najdu tam, co neznám",
      "imageUrl": "http://www.seznam.cz/media/img/logo-share-square_v2.png",
      "contentType": 1,
      "originalUrl": "http://www.seznam.cz/",
      "originalActivityId": 50899086
    },
    "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
  }
}

SessionActivityOnHold

During a call, the operator puts the call on hold (the "Hold call" button).

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	OnHold
client	string	User
userId	number	2710

JSON Example

{
  "eventType": "SessionActivityOnHold",
  "data": {
    "sessionId": 7383730,
    "activityId": 50898864,
    "time": "2024-05-06T15:05:29.719899+02:00",
    "type": "OnHold",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": "User",
    "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": 2710,
    "chatbotId": null,
    "chatbotHeroCardSubmissionKey": null,
    "chatbotHeroCardSubmissionValue": null,
    "formFieldSetUUID": null,
    "terminationReason": null
  }
}

SessionActivityOperatorInviteCanceled

The operator invited another operator to the session and canceled the invitation before the operator joined.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	OperatorInviteCanceled
client	string	User
userId	number	2710

UserId indicates the operator who canceled the invitation.

JSON Example

{
  "eventType": "SessionActivityOperatorInviteCanceled",
  "data": {
    "sessionId": 7383741,
    "activityId": 50899127,
    "time": "2024-05-06T15:11:36.541724+02:00",
    "type": "OperatorInviteCanceled",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": "User",
    "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": 2710,
    "chatbotId": null,
    "chatbotHeroCardSubmissionKey": null,
    "chatbotHeroCardSubmissionValue": null,
    "formFieldSetUUID": null,
    "terminationReason": null
  }
}

SessionActivityOperatorInvited

The operator invited another operator into the session. UserId indicates the operator who sent the invitation.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	OperatorInvited
client	string	User
toOperatorUserId	number	4301
toOperatorFullName	string	Jan Novák
note	string	Please join us.
userId	number	2710

JSON Example

{
  "eventType": "SessionActivityOperatorInvited",
  "data": {
    "sessionId": 7383741,
    "activityId": 50899168,
    "time": "2024-05-06T15:12:44.604+02:00",
    "type": "OperatorInvited",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": "User",
    "text": null,
    "previewUrl": null,
    "file": null,
    "associatedSharedFileUrl": null,
    "toOperatorUserId": 4254,
    "toOperatorFullName": "Štěpán Bazala",
    "toGroupId": null,
    "toGroupName": null,
    "toPhoneNumber": null,
    "note": "",
    "chatbotMessageContent": null,
    "submissionIdentification": null,
    "userId": 2710,
    "chatbotId": null,
    "chatbotHeroCardSubmissionKey": null,
    "chatbotHeroCardSubmissionValue": null,
    "formFieldSetUUID": null,
    "terminationReason": null
  }
}

SessionActivityOperatorInviteRejected

The operator invited another operator to the session and he declined the invitation. UserId indicates the operator who declined the invitation.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	OperatorInviteRejected
client	string	User
userId	number	2710

JSON Example

{
  "eventType": "SessionActivityOperatorInviteRejected",
  "data": {
    "sessionId": 7383936,
    "activityId": 50900431,
    "time": "2024-05-06T15:45:46.295607+02:00",
    "type": "OperatorInviteRejected",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": "User",
    "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": 4254,
    "chatbotId": null,
    "chatbotHeroCardSubmissionKey": null,
    "chatbotHeroCardSubmissionValue": null,
    "formFieldSetUUID": null,
    "terminationReason": null
  }
}

SessionActivityResumeGuest

The event is closely related to another event (SessionActivityOnHold) that precedes this one. This time the operator clicks on the "Continue call" button.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	ResumeGuest
client	string	User
userId	number	2710

JSON Example

{
  "eventType": "SessionActivityResumeGuest",
  "data": {
    "sessionId": 7383786,
    "activityId": 50899230,
    "time": "2024-05-06T15:14:50.080729+02:00",
    "type": "ResumeGuest",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": "User",
    "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": 2710,
    "chatbotId": null,
    "chatbotHeroCardSubmissionKey": null,
    "chatbotHeroCardSubmissionValue": null,
    "formFieldSetUUID": null,
    "terminationReason": null
  }
}

SessionActivitySessionEnded

It's sent whenever a session ends no matter how it happened or who did it.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	SessionEnded
client	string	Guest
userId	number	2710
terminationReason	string	Termination Reason

JSON Example

{
  "eventType": "SessionActivitySessionEnded",
  "data": {
    "sessionId": 7383798,
    "activityId": 50899289,
    "time": "2024-05-06T15:16:43.605072+02:00",
    "type": "SessionEnded",
    "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": "GuestLeft"
  }
}

SessionActivitySessionForwarded

It happens when forwarding sessions from the operator (userId) or chatbot (chatbotId) side. If the operator (chatbot) is switching to an operator, the "toOperatorUserId" or "toOperatorFullName" parameter is used.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	SessionForwarded
client	string	User
toGroupId	number	7229
toOperatorId	number	2710

If the session is switched to an operator group, the "toGroupId" or "toGroupName" parameter is used. Interestingly, the same parameters are also used when forwarding to a chatbot.

JSON Example

{
  "eventType": "SessionActivitySessionForwarded",
  "data": {
    "sessionId": 7383798,
    "activityId": 50899288,
    "time": "2024-05-06T15:16:41.556226+02:00",
    "type": "SessionForwarded",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": "User",
    "text": null,
    "previewUrl": null,
    "file": null,
    "associatedSharedFileUrl": null,
    "toOperatorUserId": 4,
    "toOperatorFullName": "Ondřej Fogatoš",
    "toGroupId": null,
    "toGroupName": null,
    "toPhoneNumber": null,
    "note": null,
    "chatbotMessageContent": null,
    "submissionIdentification": null,
    "userId": 2710,
    "chatbotId": null,
    "chatbotHeroCardSubmissionKey": null,
    "chatbotHeroCardSubmissionValue": null,
    "formFieldSetUUID": null,
    "terminationReason": null
  }
}

SessionActivitySharedFile

Within a session, a file is shared (by the operator or client).

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	SharedFile
client	string	User
userId	number	2710
file	-	-
.../id	number	2635914
.../operatorOwner	number	2710
.../departmentOwner	number	62
.../name	string	image

An operator can share its own or shared files. You can tell by the "operatorOwner" and "departmentOwner" parameters. If the operator shares a file from a file from his drive, both of these parameters will be empty.

A client can also share a file if prompted to do so by the operator. In this case, the value "Guest" will appear in the "client" parameter.

JSON Example

{
  "eventType": "SessionActivitySharedFile",
  "data": {
    "sessionId": 7418778,
    "activityId": 51164839,
    "time": "2024-05-16T14:21:41.771847+02:00",
    "type": "SharedFile",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": "User",
    "text": null,
    "previewUrl": null,
    "file": {
      "id": 2572911,
      "operatorOwner": 2710,
      "departmentOwner": null,
      "name": "png-clipart-alarm-clock-nightstand-graphy-clock-digital-clock-time.png",
      "downloadUrl": null,
      "isUploading": false,
      "isDeleted": false
    },
    "associatedSharedFileUrl": null,
    "toOperatorUserId": null,
    "toOperatorFullName": null,
    "toGroupId": null,
    "toGroupName": null,
    "toPhoneNumber": null,
    "note": null,
    "chatbotMessageContent": null,
    "submissionIdentification": null,
    "userId": 2710,
    "chatbotId": null,
    "chatbotHeroCardSubmissionKey": null,
    "chatbotHeroCardSubmissionValue": null,
    "formFieldSetUUID": null,
    "terminationReason": null
  }
}

SessionActivitySharedScreen

This is screen sharing either by the client or by the operator.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	SharedScreen
client	string	User
userId	number	2710

The "client" parameter takes the values Guest or User. If an operator shares the screen, its id is also stored in the userId parameter.

JSON Example

{
  "eventType": "SessionActivitySharedScreen",
  "data": {
    "sessionId": 7383872,
    "activityId": 50900005,
    "time": "2024-05-06T15:35:02.284622+02:00",
    "type": "SharedScreen",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": "User",
    "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": 2710,
    "chatbotId": null,
    "chatbotHeroCardSubmissionKey": null,
    "chatbotHeroCardSubmissionValue": null,
    "formFieldSetUUID": null,
    "terminationReason": null
  }
}

SessionActivityWelcomeMessage

The Welcome message appeared during the session.

Parameter	Value	Example
sessionId	number	7293902
activityId	number	50108494
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type	string	WelcomeMessage
text	string	Good Morning, welcome to our chat...
userId	number	2710

JSON Example

{
  "eventType": "SessionActivityWelcomeMessage",
  "data": {
    "sessionId": 7383872,
    "activityId": 50899893,
    "time": "2024-05-06T15:31:14.63027+02:00",
    "type": "WelcomeMessage",
    "heroCard": null,
    "heroCardParams": null,
    "callScript": null,
    "client": null,
    "text": "Dobrý den, jsme rádi, že využíváte chat firmy mluvii. 
             Co vás k nám přivádí? ",
    "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
  }
}

SessionCallParamsUpdated

It is logged every time a session parameter is changed and it does not matter who makes the change (operator, chatbot, or supervisor after the session is over).

Parameter	Value	Example
sessionId	number	7293902
tenantId	number	62

JSON Example

{
  "eventType": "SessionCallParamsUpdated",
  "data": {
    "id": 7383872,
    "tenantId": 62
  }
}

E-mails

EmailThreadCreated

It happens when a new email thread is created. Either the client or the operator can start it.

Parameter	Value	Example
id	number	742633
created	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
tenantId	number	62

Tato událost se zaloguje i v případě forwardu e-mailu (přeposlání na jinou e-mailovou adresu) ze strany operátora.

JSON Example

{
  "eventType": "EmailThreadCreated",
  "data": {
    "id": 749422,
    "tenantId": 62,
    "created": "2024-05-09T14:40:38+02:00"
  }
}

EmailThreadOperatorJoined

The webhook is delivered when the operator accepts an email message from the group queue.

Parameter	Value	Example
id	number	742633
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
userId	number	2710
tenantId	number	62

JSON Example

{
  "eventType": "EmailThreadOperatorJoined",
  "data": {
    "id": 749425,
    "tenantId": 62,
    "userId": 2710,
    "time": "2024-05-13T12:03:15.57364+02:00"
  }
}

EmailThreadOperatorLeft

The webhook is delivered when the operator disconnects from the e-mail thread (the operator replies to the e-mail, returns it to the queue for processing, or ignores it).

Parameter	Value	Example
id	number	742633
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
userId	number	2710
tenantId	number	62

JSON Example

{
  "eventType": "EmailThreadOperatorLeft",
  "data": {
    "id": 749425,
    "tenantId": 62,
    "userId": 2710,
    "time": "2024-05-13T12:04:36.435817+02:00"
  }
}

EmailThreadForwarded

The webhook is delivered when the email thread is forwarded.

Parameter	Value	Example
id	number	742633
time	datetime	yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
userId	number	2710
operatorGroupId	number	388
tenantId	number	62

Along with this event, EmailThreadOperatorLeft is also logged (the operator has disconnected at the same time).

JSON Example

{
  "eventType": "EmailThreadForwarded",
  "data": {
    "id": 749422,
    "tenantId": 62,
    "time": "2024-05-13T12:23:20.866743+02:00",
    "userId": 4254,
    "operatorGroupId": null
  }
}

EmailThreadParamsUpdated

The webhook is delivered when a parameter is added to the email thread by the operator or by the Public API.

Parameter	Value	Example
id	number	742633
tenantId	number	62

JSON Example

{
  "eventType": "EmailThreadParamsUpdated",
  "data": {
    "id": 749422,
    "tenantId": 62
  }
}

Others

ApplicationSettingChanged

The webhook is delivered when any change is made to the tenant settings.

Parameter	Value	Example
name	string	General settings
companyId	number	1
tenantId	number	62

For each change made to the tenant settings, the Public API returns 18 responses.

JSON Example

{
  "eventType": "ApplicationSettingChanged",
  "data": {
    "name": "phoneCallNumberBlockMinutes",
    "companyId": 1,
    "departmentId": 62,
    "operatorGroupId": null,
    "userId": null,
    "routingRuleSetId": null
  }
}

GuestIdentityUpdated

The webhook is delivered as soon as the client information changes.

Parameter	Value	Example
id	number	345229
tenantId	number	62

The id above indicates the id of the Contact Directory entry.

JSON Example

{
  "eventType": "GuestIdentityUpdated",
  "data": {
    "id": 3539865,
    "tenantId": 62
  }
}

SessionRecordingPostProcessingCompleted

The processing of the Audio/Video recording after the session was completed.

Parameter	Value	Example
id	number	345229
tenantId	number	62

JSON Example

{
  "eventType": "SessionRecordingPostProcessingCompleted",
  "data": {
    "id": 7404608,
    "tenantId": 62
  }
}

UserStatusChanged

The webhook is delivered when the operator state changes.

Parameter	Value	Example
userId	number	2710
status	Operator status	ONLINE
availabilityStatus	Operator awailability status	DEFAULT
availabilityStatusReason	string	null

JSON Example

{
  "eventType": "UserStatusChanged",
  "data": {
    "userId": 2710,
    "status": "AWAY",
    "availabilityStatus": "AWAY",
    "availabilityStatusReason": null
  }
}

Enums

GetMediaResult

Value	Description
Success	Successful transfer
NoCameraOnlyMic	Only microfon
NoDevices	No audio/video devices
UserDenied	User denied audio/video devices

SessionAVRequestState

Value	Description
Requested	Requested
Accepted	Accepted
RejectedUser	Rejected by user
RejectedNoMic	Guest does not have microfon

Session source

Value	Description
Default	WebChat
Callback	Callback
Invitation	Invitation
IncomingCall	Incoming call
OutgoingCall	Outgoing call
Campaign	Campaign
API	Public API
Facebook	Facebook
WhatsApp	WhatsApp
VK	VKontakte
Apple	Apple Messages for Business

Session channel

Value	Description
AV	Audio video transfer
Chat	Text channel
Phone	Phone call

Operator status

Value	Description
OFFLINE	Offline
ONLINE	Online
AWAY	Away

Operator availability status

Value	Description
DEFAULT	Online
AWAY	Away
ON_CALL	AV or phone call

Termination reason

Value	Description
GuestLeft	Client has disconnected
OperatorLeft	Operator has disconnected
ChatbotLeft	Chatbot has disconnected

General settings

Value	Description
guestPreview	Waiting client preview
phoneNumberBlockMinutes	Same number block length for CMB widget
widgetStateWhenAway	Widget state when Away
emailTranscriptFrom	Recipient of reply to session transcript
allowOfflinePhoneCalls	Allow offline Callback
deleteSessionFiles	Delete files after session ends
guestInfinityChat	Client chat history
operatorCanBan	Banning clients by operator
recordSession	A/V session recording
autoAnonymizeSessions	Automatically anonymize old sessions
guestUploadFiles	Client upload files
guestDisconnectedTime	Client disconnected duration
operatorCanChooseCallerId	Selecting an outbound phone number by an operator
showRoutedOperators	Show routed operators
emailRoutingRequestsThrottlingPrecedence	Sorting and routing of e-mails