chat.assigned
This event occurs when a chat is assigned to a Virtual Agent. Chats can be assigned to a VA in any of the following ways:
- Intelligent Routing Rules
- REST APIs (POST /chats and PATCH /chats/ and PATCH /internal/chats/)
- Auto Assign to Agents Toggle
{
"event_type": "chat.assigned",
"channel": "LiveChat",
"chat_id": "CSRCJ17FWP50IOZ9",
"asset": "im15102452",
"destination_id": "d3a7c304-da43-4ab2-bf7c-0ea4733ab16c",
"thread_id": "ece941a6-3103-4232-947b-d3b5b31fe866",
"browserfingerprint": "d3a7c304-da43-4ab2-bf7c-0ea4733ab16c",
"subject": "",
"posted_on": "2020-07-06T07:11:33.2599382Z",
"payload": {
"skill": "",
"messages": [
{
"transid": "89149b44-ed51-4760-a1a4-729376fb0602",
"type": "text",
"text": "This is a sample message content",
"attachments": [],
"timestamp": "2020-07-02T05:04:27.93Z",
"interactive_response": null,
"wab_interactive_response": {
"identifier": "<uuid>",
"title": "Button 1"
}
}
]
},
"transaction_id": "030f2ce37c2e4d199246abe89271b94f"
}
Payload Description
| Name | Type | Description |
|---|---|---|
| event_type | string | Contains a pre-fixed name of the event |
| channel | enum | Channel on which chat has been created: - sms- facebook- twitter- livechat- email- abc- whatsapp- api |
| chat_id | string | Unique identifier of a chat |
| destination_id | string | The destination ID of the end customer being addressed based on the channel - SMS - Mobile No- Facebook - PS ID- Twitter - Twitter ID- Email - Email ID- API - User ID- Livechat - Livechat ID- Apple Business Chat - ABC Opaque User ID- WhatsApp Business - WhatsApp Mobile Number |
| thread_id | string | Unique identifier of a chat on the Livechat widget Applicable to Livechat channel alone |
| browserfingerprint | string | Unique identifier of a customer's device on the Livechat widget. Stored in a cookie within the customer's browser (to fetch previous chat history if at all widget chat history is enabled by the Client Admin) Applicable to Livechat channel alone |
| subject | string | Subject of the Email chat Applicable to Email channel alone |
| posted_on | datetime | Timestamp of when the event request was initiated from Webex Engage |
| payload | object | Contains an JSON object specific to the event_type |
chat.assigned - Payload OBJECT
| Name | Type | Description |
|---|---|---|
| skill | string | Name of the skill that is mapped to a chat. Contains null if no skill has been mapped |
| messages | array | Contains the last message (OBJECT) received/sent from/to the customer on the chat. This block is channel specific. Kindly refer to the message OBJECT definition in POST /chats (listed in the API v3.0 section) for further details |
| transid | string | Unique trace of the request streamed onto the BOT's webhook |
Note
Replies to WhatsApp's interactive templates are received under the object
wab_interactive_response
Best Practice
We recommend BOT developers to store the chat ID and transid received as part of any events received. These details will help our support teams debug better should any issues arise as part of the integration