Webhooks
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
"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.
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.
id
number
7293902
tenantId
number
62
started
datetime
yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
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.
id
number
7293902
tenantId
number
62
userId
number
2710
time
datetime
yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
SessionForwarded
The session was redirected. In this case, there are no details available as in the case of SessionActivitySessionForwarded.
id
number
7293902
tenantId
number
62
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.
SessionEnded
Triggered when a session has ended (the operator or the client has finished the session).
id
number
7293902
tenantId
number
62
started
datetime
yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
ended
datetime
yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
SessionOperatorLeft
Once the operator ends the session (clicks the "End" button). It then enters the ACW state.
id
number
7293902
tenantId
number
62
userId
number
2710
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.
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).
id
number
7293902
tenantId
number
62
userId
number
2710
time
datetime
yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
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.
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?"
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.
sessionId
number
7293902
userId
number
4555
time
datetime
yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
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.
sessionId
number
7293902
userId
number
4555
time
datetime
yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
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.
sessionId
number
7293902
time
datetime
yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type
string
CallScript
callscript
array
Form Structure (bellow)
SessionActivityCallScriptSubmission
In the session, the CallScript is confirmed by the operator. CallScript is used only for telephone campaigns.
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.
SessionActivityCobrowsingStarted
In the session, cobrowsing was initiated and the client agreed to the request from the operator.
sessionId
number
7293902
activityId
number
49717950
time
datetime
yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
type
string
SessionActivityCobrowsingStarted
client
string
Guest
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).
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
SessionActivityHeroCard
A HeroCard was sent during the session.
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
The "client" parameter can take values (User, Chatbot). Depending on this, the value of the "userId" or "chatbotId" parameter is also filled in.
SessionActivityHeroCardSubmission
It is logged when the HeroCard is confirmed/canceled (submitted/canceled).
sessionId
number
7293902
originalFormID
number
3371
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.
SessionActivityChatToMail
It occurs when the client enters an e-mail in the Feedback Form and sends a transcript, or the operator sends it.
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.
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.
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...
SessionActivityPreviewUrl
A message containing a URL link appears in the session.
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
.../imageUrl
string
https://www.seznam.cz/media/...
.../contantType
number
1
.../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.
SessionActivityOnHold
During a call, the operator puts the call on hold (the "Hold call" button).
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
SessionActivityOperatorInviteCanceled
The operator invited another operator to the session and canceled the invitation before the operator joined.
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.
SessionActivityOperatorInvited
The operator invited another operator into the session. UserId indicates the operator who sent the invitation.
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
SessionActivityOperatorInviteRejected
The operator invited another operator to the session and he declined the invitation. UserId indicates the operator who declined the invitation.
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
SessionActivityResumeGuest
The event is closely related to another event (SessionActivityOnHold) that precedes this one. This time the operator clicks on the "Continue call" button.
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
SessionActivitySessionEnded
It's sent whenever a session ends no matter how it happened or who did it.
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
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.
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.
SessionActivitySharedFile
Within a session, a file is shared (by the operator or client).
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.
SessionActivitySharedScreen
This is screen sharing either by the client or by the operator.
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.
SessionActivityWelcomeMessage
The Welcome message appeared during the session.
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
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).
sessionId
number
7293902
tenantId
number
62
E-mails
EmailThreadCreated
It happens when a new email thread is created. Either the client or the operator can start it.
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.
EmailThreadOperatorJoined
The webhook is delivered when the operator accepts an email message from the group queue.
id
number
742633
time
datetime
yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
userId
number
2710
tenantId
number
62
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).
id
number
742633
time
datetime
yyyy-MM-dd'T'HH:mm:ss,SSSZZZZ
userId
number
2710
tenantId
number
62
EmailThreadForwarded
The webhook is delivered when the email thread is forwarded.
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).
EmailThreadParamsUpdated
The webhook is delivered when a parameter is added to the email thread by the operator or by the Public API.
id
number
742633
tenantId
number
62
Others
ApplicationSettingChanged
The webhook is delivered when any change is made to the tenant settings.
For each change made to the tenant settings, the Public API returns 18 responses.
GuestIdentityUpdated
The webhook is delivered as soon as the client information changes.
id
number
345229
tenantId
number
62
The id above indicates the id of the Contact Directory entry.
SessionRecordingPostProcessingCompleted
The processing of the Audio/Video recording after the session was completed.
id
number
345229
tenantId
number
62
UserStatusChanged
The webhook is delivered when the operator state changes.
userId
number
2710
availabilityStatusReason
string
null
Enums
GetMediaResult
Success
Successful transfer
NoCameraOnlyMic
Only microfon
NoDevices
No audio/video devices
UserDenied
User denied audio/video devices
SessionAVRequestState
Requested
Requested
Accepted
Accepted
RejectedUser
Rejected by user
RejectedNoMic
Guest does not have microfon
Session source
Default
WebChat
Callback
Callback
Invitation
Invitation
IncomingCall
Incoming call
OutgoingCall
Outgoing call
Campaign
Campaign
API
Public API
VK
VKontakte
Apple
Apple Messages for Business
Session channel
AV
Audio video transfer
Chat
Text channel
Phone
Phone call
Operator status
OFFLINE
Offline
ONLINE
Online
AWAY
Away
Operator availability status
DEFAULT
Online
AWAY
Away
ON_CALL
AV or phone call
Termination reason
GuestLeft
Client has disconnected
OperatorLeft
Operator has disconnected
ChatbotLeft
Chatbot has disconnected
General settings
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
Last updated