Supported activities and events

Specific activities for some channels:

Not all of these activities work on all channels. For example, Facebook only supports some activities. Whatsapp only supports basic text.

Activity	Mluvii chat	Facebook	WhatsApp	Apple	VKontakte
Adaptive Cards	✔	✔	✘	✘	✘
Buttons	✔	✔	✘	✘	✘
Typing	✔	✘	✘	✔	✘
DisableGuestInput	✔	✘	✘	✘	✘
EnableGuestInput	✔	✘	✘	✘	✘
GetHeroCards	✔	✘	✘	✔	✘
SendHeroCard	✔	✘	✘	✔	✘
ChatbotOpenFileUploadPrompt	✔	✘	✘	✘	✘
EnableGuestUpload	✔	✘	✘	✘	✘
DisableGuestUpload	✔	✘	✘	✘	✘
ShareFile (name)	✔	✔	✔	✔	✔
ShareFile (url)	✔	✘	✘	✔	✔

Activities

The way how to send an activity varies depending on the type of chatbot:

Microsoft Bot Framework sends activies by using ChannelData
API chatbot sends activities to the API endpoint /api/v1/Chatbot/{chatbotId}/activity see Send activities.

GetAvailableOperators

This gets a list of operators that are logged in and available. If the groupId parameter is set, a list of available operators from the selected group is returned. Otherwise (groupId isn't set), the routing conditions are re-evaluated and only a list of available operators from the groups that meet the conditions is returned. It is therefore possible to change the session parameters and get a list of available operators according to the current parameters.

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "GetAvailableOperators",
  "groupId: <Group id is optional>
}

Response:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "GetAvailableOperatorsResponse",
  "availableOperators": [
    {
        "displayName":"Katka",
        "userId":1
    },
    {
        "displayName":"Tomáš",
        "userId":2
    }
  ]
}

GetAvailableGroups

This gets a list of operator groups and their current status. If the groupIds field is defined, a list of groups according to this field is returned. Otherwise, the routing conditions are re-evaluated and a list of groups that meet the conditions is returned. It is therefore possible to change the session parameters and get a list of available operators according to the current parameters.

Group status can have these values:

ONLINE - a group has available operators
BUSY - all operators are busy but the group queue is not full
OFFLINE - group queue is full

In addition when group is offline, the groupOfflineReasons array is populated with following values:

BUSINESS_HOURS - group is outside configured business hours
NO_OPERATORS - there are logged in operators in the group
QUEUE_FULL - group has reached maximum configured queue size
DELETED - group was deleted by an administrator
CHANNEL_BLOCKED - all operators have blocked the given channel

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "GetAvailableGroups",
  "groupIds: <optional field>
}

Response:

groupWorkload

maxSlots: Sum of all slots of logged operators in group
usedSlotsWaiting: Sum of all waiting slots of logged operators in group
usedSlotsAccepted: Sum of all accepted slots of logged operators in group
freeSlots: Sum of free slots of logged operators in group

queueWorkload

freeQueueSlotsCountTotal: Free queue slots of group
inQueueCountTotal: Used queue slots of group
isQueueFull: freeQueueSlotsCountTotal == 0

{
  "sesionId": <mandatory for API chatbot only>,
  "activity": "GetAvailableGroupsResponse",
  "availableGroups": [
    {
        "displayName":"Group one",
        "groupId": int,
        "groupState": one of: ONLINE, OFFLINE, BUSY,
        "groupOfflineReasons": [zero or more of: BUSINESS_HOURS, NO_OPERATORS, QUEUE_FULL, DELETED, CHANNEL_BLOCKED],
        "groupWorkload": {
          "maxSlots": int,
          "usedSlotsWaiting": int,
          "usedSlotsAccepted": int,
          "freeSlots": int
        },
        "queueWorkload": {
          "freeQueueSlotsCountTotal": int,
          "inQueueCountTotal": int,
          "isQueueFull": boolean,
        }
    }
  ]
}

GetCallParams

Acquires CallParams associated with an active session.

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "GetCallParams"
}

Response:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "GetCallParamsResponse",
  "callParams": <dictionary>
}

SetCallParams

Set CallParams to active session.

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "SetCallParams",
  "callParams": <dictionary>
}

Response:

{
  "sessinId": <mandatory for API chatbot only>,
  "activity": "SetCallParamsResponse",
  "success": <boolean>,
  "errorMessage": <string>
}

SendGuestOfflineEmail

Sends an email to an address for messages from an offline form. The offline form has to be set on a widget level.

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "SendGuestOfflineEmail",
  "subject": <string>,
  "message": <string>,
  "location": <string> (message source for distinction, e.g.: "Chatbot Mluviik")
}

GetGuestIdentity

Gets properties from customer identity.

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "GetGuestIdentity"
}

Response:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "GetGuestIdentityResponse",
  "trackedGuestGuid": <Guid>, (unique identifier from cookie)
  "phoneCallerId": <string>, (phone number)
  "facebookPSID": <string>, (facebook identifier)
  "facebookPageId": <string>, (facebook page identifier)
  "whatsAppContactId": <string>, (whatsapp identifier)
  "vkContactId": <string>, (vk identifier)
  "AppleContactId": <string>, (apple identifier)
}

Forward

Redirects interaction for a live operator. Either operatorGroupId or userId must be set.

Forwarded sessions ignore configured capacity rules (group queue limit/operator slots. If this is not desirable either handle the capacity manualy using GetAvailableOperators / GetAvailableGroups or use HandOff activity instead.

Routing parameters are not re-evaluated. If you want to route the session again (for example after changing the session parameters), you can use the HandOff activity.

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "Forward",
  "operatorGroupId": <integer:optional if userId is set>,
  "userId": <integer:optional if operatorGroupId is set>
}

HandOff

This returns the interaction back to routing and re-evaluates the session parameters. After calling this activity, the chatbot is disconnected from the session. Therefore, we recommend that you first determine the availability of target operators/groups using the GetAvailableOperators / GetAvailableGroups activities.

The result of the Handoff operation depends on the state of the group:

ONLINE - a session is asigned to operator
BUSY - a session goes to the group queue
OFFLINE - an offline form is displayd to a client

Important: It is necessary to set the routing conditions in order to avoid routing back to the chatbot.

Example of correct use:

Sequence	Target	Condition
1	Group "Sales"	HandoffReason = Sales
2	Group "Complaint"	HandoffReason = Complaint
3	Chatbot	no condition
4	Fallback - turned off	-

Firstly, the chatbot is selected on the first routing because the HandoffReason is not set yet. Chatbot should set this parameter usingthe SetCallParams activity before returning the session to routing. This ensures that the session is not routed back to the chatbot.

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "HandOff"
}

EndConversation

It ends a session.

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "EndConversation",
}

Typing

It displays/hides an "unfinished" message from a chatbot.

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "typing",
  "show": true
}

DisableGuestInput

It forbids typing into the chat for a client.

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "DisableGuestInput",
}

Response:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "GuestInputChangeResponse",
  "success": <bool>,
  "language": <string>,
  "source": <string>
}

EnableGuestInput

It allows typing into a chat for a client.

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "EnableGuestInput",
}

Response:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "GuestInputChangeResponse",
  "success": <bool>,
  "language": <string>,
  "source": <string>
}

GetHeroCards

Returns available Hero cards.

Request JSON:

{
  "activity": "GetHeroCards"
}

Response:

{
  "activity": "GetHeroCardsResponse",
  "heroCards": [
    {
        "displayName":"Hero card one",
        "heroCardId":1
    },
    {
        "displayName":"Hero card two",
        "heroCardId":2
    }
  ]
}

SendHeroCard

Send selected hero card to client chat. To set predefined values in hero card you can use object initialParams. Examples: 1) If you want to send a hero card with text field which sets values in call parameter "call_param_fullname", initialParams should looks like the following:

initialParams: {
  "call_param_fullname": "predefined value"
}

2) If you wish to send a hero card with time picker ranging from 6th of December 2021 2:00pm to 2:30pm and from 7th of December 2021 8:00am to 9:00am and store selected value to call parameter "call_param_time_picker", initialParams should looks like the following (using military time):

initialParams: {
  "call_param_time_picker": "[
    { \"startTime\": \"2021-12-06T14:00\", \"endTime\": \"2021-12-06T14:30\"}, 
    { \"startTime\": \"2021-12-07T08:00\", \"endTime\": \"2021-12-07T09:00\"}
  ]"
}

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "SendHeroCard",
  "heroCardId": <integer:required>,
  "initialParams": <dictionary<string, string>: optional>
}

Response:

{
  "activity": "SendHeroCardResponse",
  "success": <boolean>,
  "errorMessage": <string>
}

ChatbotOpenFileUploadPrompt

Opens a dialog box to allow the user to upload the file.

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "ChatbotOpenFileUploadPrompt"
}

Response:

{
  "activity": "ChatbotOpenFileUploadPromptResponse",
  "fileUrl": <string | null>, (file URL uploaded by guest),
  "canceledByGuest": <boolean> (true, if guest canceled file upload prompt)
}

EnableGuestUpload

Enable functions that allow user file upload.

Request JSON:

{
  "activity": "EnableGuestUpload"
}

Response:

{
  "activity": "EnableGuestUploadResponse",
  "success": <boolean>,
  "errorMessage": <string>
}

DisableGuestUpload

Disable functions that allow user file upload.

Request JSON:

{
  "activity": "DisableGuestUpload"
}

Response:

{
  "activity": "DisableGuestUploadResponse",
  "success": <boolean>,
  "errorMessage": <string>
}

GetMediaObjects

Gets list of files stored in mluvii and available for given session.

Request JSON:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "GetMediaObjects"
}

Response:

{
  "activity": "GetMediaObjectsResponse",
  "fileStoreItems": [
    {
      "id": <integer>,
      "name": <string>
    }
  ],
  "sessionId": <integer>,
  "language": <string>,
  "source": <string>
}

ShareFile

Sends file to chat.

It can be done in two ways.

a) Combination of GetMediaObjects, which is used to get a list of all files stored in Files /name + id). In the second step, you use the name of the specific file within the ShareFile activity.

Example: Request JSON using name parameter:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "ShareFile",
  "name": <string obtained via GetMediaObjects>
}

b) Using ShareFile activity with URL of the particular files hosted externally.

Request JSON using url parameter:

{
  "sessionId": <mandatory for API chatbot only>,
  "activity": "ShareFile",
  "url": <string>
}

Response:

{
  "activity": "ShareFileResponse",
  "isSuccess": <boolean>,
  "errorMessage": <string>,
  "fileSource": "<string>",
  "sessionId": <integer>,
  "language": <string>,
  "source": <string>

Note: If you want to send a YouTube video URL to the chat, use the "message" type and put the URL in "text".

There are two ways of sending file - either with GetMediaObjects using name or you can use url link to the specified file.

Allowed file types

You can whitelist file types on company level - this overview specifies which files are working in which channel. For example send and play mp3 file is working for WhatsApp but not for Facebook session.

File type	WebChat	Facebook	WhatsApp	Apple	VKontakte
WAV	✔	✘	✘	✔	✔
MP3	✔	✘	✔	✔	✔
MP4	✔	✘	✔	✔	✔
JPG	✔	✔	✔	✔	✔
PNG	✔	✔	✔	✔	✔
GIF	✔	✔	✔	✔	✔
PDF	✔	✔	✔	✔	✔
TXT	✔	✔	✔	✔	✔

Adaptive cards

Our API supports https://adaptivecards.io standard for message formating.

Example of carousel adaptive card:

{
  "sessionId": <mandatory for API chatbot only>,
  "type": "message",
  "timestamp": "2020-06-12T12:13:39.7593384+02:00",
  "attachmentLayout": "carousel",
  "attachments": [
    {
      "contentType": "application/vnd.microsoft.card.hero",
      "content": {
        "title": "Street #1",
        "subtitle": "1. Street Foo 254 Czechia",
        "images": [
          {
            "url": "https://dev.virtualearth.net/REST/V1/Imagery/Map/Road?form=BTCTRL&mapArea=49.7463607788086,13.1083498001099,49.7932815551758,13.1951398849487&mapSize=500,280&pp=49.7616882324219,13.1491804122925;1;1&dpi=1&logo=always&key=ApBn8xoItlENbFx-rr1kzt_JakWdFTH24taCasYxQCgit15NtDeYrztO4chDtrg5"
          }
        ],
        "buttons": [
          {
            "type": "imBack",
            "title": "Street Foo 254",
            "value": 1
          }
        ]
      }
    },
    {
      "contentType": "application/vnd.microsoft.card.hero",
      "content": {
        "title": "Street #2",
        "subtitle": "1. Ulice, Plzeň, Czechia",
        "images": [
          {
            "url": "https://dev.virtualearth.net/REST/V1/Imagery/Map/Road?form=BTCTRL&mapArea=49.7463607788086,13.1083498001099,49.7932815551758,13.1951398849487&mapSize=500,280&pp=49.7616882324219,13.1491804122925;1;1&dpi=1&logo=always&key=ApBn8xoItlENbFx-rr1kzt_JakWdFTH24taCasYxQCgit15NtDeYrztO4chDtrg5"
          }
        ],
        "buttons": [
          {
            "type": "imBack",
            "title": "Ulice, Plzeň, Czechia",
            "value": 1
          }
        ]
      }
    },
    {
      "contentType": "application/vnd.microsoft.card.hero",
      "content": {
        "title": "Street #2 again",
        "subtitle": "1. Ulice, Plzeň, Czechia",
        "images": [
          {
            "url": "https://dev.virtualearth.net/REST/V1/Imagery/Map/Road?form=BTCTRL&mapArea=49.7463607788086,13.1083498001099,49.7932815551758,13.1951398849487&mapSize=500,280&pp=49.7616882324219,13.1491804122925;1;1&dpi=1&logo=always&key=ApBn8xoItlENbFx-rr1kzt_JakWdFTH24taCasYxQCgit15NtDeYrztO4chDtrg5"
          }
        ],
        "buttons": [
          {
            "type": "imBack",
            "title": "Ulice, Plzeň, Czechia",
            "value": 1
          }
        ]
      }
    }
  ]
}
`

Buttons

Buttons can be sent using adaptive cards.

Request JSON:

{
  "type": "message",
  "timestamp": "2020-09-09T10:03:53.4976861+02:00",
  "attachments": [
    {
      "contentType": "application/vnd.microsoft.card.hero",
      "content": {
        "title": "Test buttons",
        "buttons": [
          {
            "type": "imBack",
            "title": "Title of the first button",
            "value": "Value of the first button"
          },
          {
            "type": "imBack",
            "title": "Title of the second button",
            "value": "Value of the second button"
          }
        ]
      }
    }
  ]
}

The response to the selected button (Button 2) is then a Text activity in the following format:

{
  "activity": "Text",
  "timestamp": "2020-12-04T16:12:57.172",
  "text": "Button 2",
  "sessionId": 13,
  "language": "cs",
  "source": "Facebook"
}

Events

Incoming Message

When a guest sends a text message to a chat, the following activity comes at the callback url:

{
  "sessionId": 1,
  "activity": "Text",
  "text": "Hello world"
}

Incoming File

If a guest uploads the file using a paper clip in the chat input, the following Activity comes to a bot in the following format.

{
  "activity": "GuestFileUpload",
  "fileUrl": <string>, (file URL loaded by a guest)
}

Supported activities and events

Supported activities and events

Common activities across channels:

Specific activities for some channels:

Activities

GetAvailableOperators

GetAvailableGroups

GetCallParams

SetCallParams

SendGuestOfflineEmail

GetGuestIdentity

Forward

HandOff

EndConversation

Typing

DisableGuestInput

EnableGuestInput

GetHeroCards

SendHeroCard

ChatbotOpenFileUploadPrompt

EnableGuestUpload

DisableGuestUpload

GetMediaObjects

ShareFile

Allowed file types

Adaptive cards

Buttons

Events

Incoming Message

Incoming File

results matching ""

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File type	WebChat	Facebook	WhatsApp	Apple	VKontakte
WAV	✔	✘	✘	✔	✔
MP3	✔	✘	✔	✔	✔
MP4	✔	✘	✔	✔	✔
JPG	✔	✔	✔	✔	✔
PNG	✔	✔	✔	✔	✔
GIF	✔	✔	✔	✔	✔
PDF	✔	✔	✔	✔	✔
TXT	✔	✔	✔	✔	✔

File type	WebChat	Facebook	WhatsApp	Apple	VKontakte
WAV	✔	✘	✘	✔	✔
MP3	✔	✘	✔	✔	✔
MP4	✔	✘	✔	✔	✔
JPG	✔	✔	✔	✔	✔
PNG	✔	✔	✔	✔	✔
GIF	✔	✔	✔	✔	✔
PDF	✔	✔	✔	✔	✔
TXT	✔	✔	✔	✔	✔

File type	WebChat	Facebook	WhatsApp	Apple	VKontakte
WAV	✔	✘	✘	✔	✔
MP3	✔	✘	✔	✔	✔
MP4	✔	✘	✔	✔	✔
JPG	✔	✔	✔	✔	✔
PNG	✔	✔	✔	✔	✔
GIF	✔	✔	✔	✔	✔
PDF	✔	✔	✔	✔	✔
TXT	✔	✔	✔	✔	✔