Contact Object

Name	Type	Description

Name	Type	Description
_id	STRING	Internal object identifier
id	STRING	Chat unique identifier
servid	STRING	Service unique identifier
widgetid	STRING	Widget unique identifier
serv_name	STRING	Service name
beginTime	number	Chat start time
endTime	number	Chat end time
title	STRING	Chat title
lang	STRING	Chat language
userID	STRING	Unique identifier of the user who started the chat
agentID	STRING	Unique identifier of the agent who managed the chat
users	object	Hash of the partecipants to the chat. See User Object for more details
dataCollections	object	Hash containing Data Collection Object
callData	object	Hash containing call data variables and values
contact_events	array	Array containing contact events. See Contact Event Object for more details
ctlive_type	string	Chat type according to the initiator. Can be one of the following values: “chat” “cbn” “cbl” “cbfs” “call”

User Object

Name	Type	Description

Name	Type	Description
id	STRING	User unique identifier
nickname	STRING	agent/customer nickname
beginTime	STRING / NUMBER	Chat start time
endTime	STRING / NUMBER	Chat end time
isOnline	BOOLEAN	Identifies if a chat is currently active
userAgent	STRING	Browser user agent
firstUri	STRING	Web page url from which the chat started
uriHistory	array	Array containing all the web page urls navigated during the chat
firstTitle	STRING	Web page title
channel	STRING	Identifies chat channel. Can assume one of the following values: “web” “whatsapp” “messenger” “instagram”
firstIP	STRING	Agent/customer IP

Contact Event Object

Name	Type	Description

Name

Type

Description

event

string

Event name. Event can be one of the following:

"newContactAccepted"
"joinContact"
"endByAgent"
"endByCustomer"
"endedByExternalWs"
"endedByKeepaliveKeyExpired"
"cb_success"
"cb_error"
"serverError"

“clientError”

ts

number

timestamp of the event

origin

string

User id who performed the action

Example

{
    "_id" : "CHAT_DEFAULT_8857106a-55b8-4c47-a5af-a3aae7530e5a",
    "contact_events" : [ 
        {
            "event" : "newContactAccepted",
            "ts" : 1642604343456.0,
            "origin" : "4747235938674011"
        }, 
        {
            "event" : "joinContact",
            "ts" : 1642604351430.0,
            "origin" : "USER_gverde1@acd.enghouse.com"
        }, 
        {
            "event" : "endByAgent",
            "ts" : 1642604409653.0,
            "origin" : "USER_gverde1@acd.enghouse.com"
        }
    ],
    "id" : "CHAT_DEFAULT_8857106a-55b8-4c47-a5af-a3aae7530e5a",
    "servid" : "ctlivesocial_instagram",
    "ctlive_type" : "chat",
    "widgetid" : "",
    "serv_name" : "ctlivesocial_instagram",
    "beginTime" : 1642604342648.0,
    "endTime" : 1642604409492.0,
    "title" : "",
    "lang" : "",
    "userID" : "4747235938674011",
    "users" : {
        "4747235938674011" : {
            "id" : "4747235938674011",
            "nickname" : "Malcom Sgatti",
            "isAgent" : false,
            "beginTime" : 1642604342648.0,
            "endTime" : 1642604409492.0,
            "isOnline" : false,
            "userAgent" : "",
            "firstUri" : "",
            "uriHistory" : [],
            "firstTitle" : "",
            "channel" : "instagram",
            "firstIP" : "::ffff:127.0.0.1"
        },
        "USER_gverde1@acd#_#enghouse#_#com" : {
            "id" : "USER_gverde1@acd.enghouse.com",
            "nickname" : "Gabriele Verde",
            "isAgent" : true,
            "beginTime" : 1642604351284.0,
            "endTime" : 1642604409492.0,
            "isOnline" : false,
            "userAgent" : "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/97.0.4692.71 Safari/537.36",
            "firstUri" : "http://localhost:3003/AD/AD.html",
            "uriHistory" : ["http://localhost:3003/AD/AD.html"],
            "firstTitle" : "AgentDesktop - Enghouse Interactive",
            "channel" : "web",
            "firstIP" : "::ffff:127.0.0.1"
        }
    },
    "dataCollections" : {
        "c2ae3430-a76c-44e4-a885-10fc9fb06c33" : {
            "datacollection" : [ 
                {
                    "dc_type" : "nickname",
                    "label" : "nickname",
                    "isMandatory" : false,
                    "isVisibleAgent" : true,
                    "isVisibleCustomer" : false,
                    "isEditable" : false,
                    "custom_regexp" : "",
                    "customMandatoryErrorMessage" : "",
                    "customValidationErrorMessage" : "",
                    "value" : "Malcom Sgatti",
                    "name" : "nickname",
                    "mode" : "auto"
                }
            ],
            "id" : "e1c8cd7e-b0c3-4791-ab4b-3f3ee761dafb",
            "title" : "",
            "dc_mode" : "chat",
            "next" : ""
        },
        "ea1f8791-df7c-4c43-b09d-2fd043756c4c" : {
            "datacollection" : [ 
                {
                    "dc_type" : "text",
                    "label" : "last agent ID",
                    "isMandatory" : false,
                    "isVisibleAgent" : true,
                    "isVisibleCustomer" : false,
                    "isEditable" : false,
                    "custom_regexp" : "",
                    "customMandatoryErrorMessage" : "",
                    "customValidationErrorMessage" : "",
                    "value" : "",
                    "name" : "LastAgentID",
                    "mode" : "auto"
                }
            ],
            "id" : "e4e82b29-9287-4cb1-a2eb-4effeb374f9d",
            "title" : "",
            "dc_mode" : "chat",
            "next" : ""
        }
    },
    "callData" : {
        "_NICK_" : "Malcom Sgatti",
        "_CTHISTORY_1_Q_" : "QUEUE42@acd.enghouse.com",
        "LastAgentID" : "",
        "REC_CALLCENTER" : "CC_DEFAULT",
        "ECID" : "felixct7|1|5039|15"
    },
    "__v" : 0
}