chat.closed

This event occurs when a chat that is currently assigned to a Virtual Agent is closed by system/supervisor intervention.

{
	"event_type": "chat.closed",
	"channel": "sms",
	"chat_id": "CSR12389172839128",
	"asset": "447292736212",
	"destination_id": "447926251422",
	"thread_id": "1j2h3kj12-1kj23hk12j-12j3h1k2j-12jk3h2",
	"browserfingerprint": "aksjhdak-3kj12h3-k3j1h23-kj54hj",
	"subject": "Test Mail",
	"posted_on": "2019-05-12T20:00:00.200Z",
	"payload": {
		"timestamp": "2019-05-12T20:00:00.200Z",
		"chat_outcome": "Resolved"
	}
}

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.closed - Payload OBJECT

Name	Type	Description
timestamp	datetime	Timestamp when the chat was closed on Webex Engage
chat_outcome	string	Outcome that was selected by the Live Agent/Supervisor/System to close the chat