Name | Type | Description |
|---|---|---|
room | STRING | Chat unique identifier |
data | OBJECT | Object containing message info. See message data object for more details. |
Message Data Object
Name | Type | Description |
|---|---|---|
id | STRING | message unique identifier |
messageType | STRING | Type of the message. Can assume one of the following values: “TEXT” “IMAGE” “DOCUMENT” “LINK” “AUDIO” “VIDEO” “MENU” “MENU_RESPONSE” “QUICK_REPLY” “QUICK_REPLY_RESPONSE” “FORM” “FORM_RESPONSE” “REACTION” “CONTACTS” “LOCATION” “videoRequestedByAgent” “videoRequestedByCustomer” “videoAccepted” “videoRejected” “videoStarted” “videoEnded” “screenSharingStarted” “screenSharingEnded” “endChat” “leave” |
ts | NUMBER | Timestamp of when message was sent |
deliverySuccess | BOOLEAN | Indicates if the message has been succesfully delivered |
deliveryErrorReason | STRING | In case of delivery failed, describes the error occurred |
replyTo | STRING | Message ID you are replying to |
content | OBJECT | Message content. See message content object for more details. |
Message Content Object
The structure of the message content depends on the messageType property
Text message
Name | Type | Description |
|---|---|---|
text | STRING | Only in “TEXT” message, contains the message sent |
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
Example
{
"data" : {
"replyTo" : "",
"id" : "e857df30-76a4-4c6c-b4a5-4faed2ed6f45",
"messageType" : "TEXT",
"content" : {
"text" : "Buongiorno, sono l'operatore Gabriele Verde, come posso esserle utile?",
"user" : {
"id" : "USER_gverde1@acd.enghouse.com",
"isAgent" : true
}
},
"ts" : 1643191581119.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"_id" : ObjectId("61f11d7cd42454470cb22da4"),
"room" : "CHAT_DEFAULT_a098a0bc-b34c-452c-829c-1b03aa7a67ee"
}
Image message
Name | Type | Description |
|---|---|---|
caption | STRING | Message caption |
fileName | STRING | Contains name of the document/image message |
documentType | STRING | Document format |
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
Example
{
"data" : {
"replyTo" : "",
"id" : "03250778-0425-47c1-92c1-85d1840bef7c",
"messageType" : "IMAGE",
"content" : {
"caption" : "",
"fileName" : "45971097-illustrazione-di-happy-emoticon-dà-pollice-in-su-isolato-su-sfondo-bianco.jpg",
"documentType" : "jpg",
"user" : {
"id" : "USER_DEFAULT_9a0a411c-f9c7-4af7-9754-024bf157a3ef",
"isAgent" : false
}
},
"ts" : 1643191627987.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"_id" : ObjectId("61f11d7cd42454470cb22da5"),
"room" : "CHAT_DEFAULT_a098a0bc-b34c-452c-829c-1b03aa7a67ee"
}
Document message:
Name | Type | Description |
|---|---|---|
caption | STRING | Message caption |
fileName | STRING | Contains name of the document/image message |
documentType | STRING | Document format |
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
Example
{
"data" : {
"replyTo" : "",
"id" : "16daf4d4-a77f-406f-ab75-0475f510bc95",
"messageType" : "DOCUMENT",
"content" : {
"caption" : "",
"fileName" : "WHATSAPP-TEMPLATE-AD-v09.xlsx",
"documentType" : "xlsx",
"user" : {
"id" : "USER_gverde1@acd.enghouse.com",
"isAgent" : true
}
},
"ts" : 1643191652417.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"_id" : ObjectId("61f11d7cd42454470cb22da6"),
"room" : "CHAT_DEFAULT_a098a0bc-b34c-452c-829c-1b03aa7a67ee"
}
Video message:
Name | Type | Description |
|---|---|---|
caption | STRING | Message caption |
fileName | STRING | Contains name of the document/image message |
documentType | STRING | Document format |
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
Example
{
"data" : {
"replyTo" : "",
"id" : "m_dXya7ckVUHyYxQHcQrrdgT2MVSImQFjQ7aCDxA_Mxf7AeR9GMI0vDs2dy2PKgTjE24tQrJImLWYnR5hgtpt7Uw",
"messageType" : "VIDEO",
"content" : {
"caption" : "",
"fileName" : "video.mp4",
"documentType" : "mp4",
"user" : {
"id" : "4149729381806003",
"isAgent" : false
}
},
"ts" : 1643207226322.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"_id" : ObjectId("61f15a4c932c660c83d5e229"),
"room" : "CHAT_DEFAULT_06b6ace1-a923-4657-876b-c6432729610d"
}
Audio message:
caption | STRING | Message caption |
fileName | STRING | Contains name of the document/image message |
documentType | STRING | Document format |
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
Example
{
"data" : {
"replyTo" : "",
"id" : "m_JLR7O2EHIE6d3fiskFBiqz2MVSImQFjQ7aCDxA_Mxf6hm6TYUaJKXiEqfYgCX8WKxriZux06OzPB8XLZa8yNKA",
"messageType" : "AUDIO",
"content" : {
"caption" : "",
"fileName" : "audioclip-1643206881000-5760.mp4",
"documentType" : "mp4",
"user" : {
"id" : "4149729381806003",
"isAgent" : false
}
},
"ts" : 1643206886118.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"_id" : ObjectId("61f158ee932c660c83d5e1fa"),
"room" : "CHAT_DEFAULT_24ec70f1-b92d-44c4-94ad-49bcd15986ea"
}
Link message:
Name | Type | Description |
|---|---|---|
url | STRING | Contains the url of the link message |
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
Example
{
"data" : {
"replyTo" : "",
"id" : "17909c52-1f26-402c-90cb-3106ba80bb3b",
"messageType" : "LINK",
"content" : {
"url" : "https://www.google.it",
"user" : {
"id" : "USER_gverde1@acd.enghouse.com",
"isAgent" : true
}
},
"ts" : 1643191666618.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"_id" : ObjectId("61f11d7cd42454470cb22da7"),
"room" : "CHAT_DEFAULT_a098a0bc-b34c-452c-829c-1b03aa7a67ee"
}
Menu message (bot):
Name | Type | Description |
|---|---|---|
text | STRING | Menu title |
options | ARRAY | Array of objects for the various possibilities of choice. See the next section for more details. |
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
option object:
Name | Type | Description |
|---|---|---|
id | NUMBER | Unique option id |
command | STRING | Menu action. Can assume one of the following values:
|
text | STRING | label shown in the option |
targetUrl | STRING | text to send as a next query to the bot |
params | ARRAY | array of two objects that specify how to open the external url. The first object has two properties:
The second object has two properties:
|
Example
{
"data" : {
"replyTo" : "",
"id" : "d77210fa-4aa2-4876-8fcc-8eaf43122987",
"messageType" : "MENU",
"content" : {
"text" : "Scegli un'opzione:",
"options" : [
{
"id" : 0,
"command" : "load-item",
"text" : "prenotazione volo",
"targetUrl" : "vorrei prenotare un volo"
},
{
"id" : 1,
"command" : "open-url",
"params" : [
{
"name" : "method",
"text" : "GET"
},
{
"name" : "where",
"text" : "_blank"
}
],
"text" : "google",
"targetUrl" : "https://www.google.it"
},
{
"id" : 2,
"command" : "open-url",
"params" : [
{
"name" : "method",
"text" : "GET"
},
{
"name" : "where",
"text" : "_blank"
}
],
"text" : "enghouse",
"targetUrl" : "https://enghouseinteractive.it/"
}
],
"user" : {
"id" : "BOT_BOT1",
"isAgent" : true
}
},
"ts" : 1655210172935.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"_id" : ObjectId("62a880c20ece623848eb290a"),
"room" : "CHAT_DEFAULT_84afbdd3-a4be-4057-ae49-32edc6802658"
}
Menu response message (bot):
Name | Type | Description |
|---|---|---|
menuId | STRING | Id of the “MENU” message which was replied to |
option | OBJECT | Response that was chosen by the user. See the next section for more details |
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
option object:
Name | Type | Description |
|---|---|---|
id | STRING | Id of the response chosen |
targetUrl | STRING | query sent to the bot |
Example
{
"data" : {
"replyTo" : "",
"id" : "fdaa821a-4355-4f3a-9507-1184c3285701",
"messageType" : "MENU_RESPONSE",
"content" : {
"menuId" : "d77210fa-4aa2-4876-8fcc-8eaf43122987",
"option" : {
"id" : 0,
"targetUrl" : "vorrei prenotare un volo"
},
"user" : {
"id" : "USER_DEFAULT_9a0a411c-f9c7-4af7-9754-024bf157a3ef",
"isAgent" : false
}
},
"ts" : 1655210175559.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"_id" : ObjectId("62a880c20ece623848eb290b"),
"room" : "CHAT_DEFAULT_84afbdd3-a4be-4057-ae49-32edc6802658"
}
Quick reply message (bot):
Name | Type | Description |
|---|---|---|
text | STRING | Title of the quick reply |
header | STRING | header of the quick reply |
footer | STRING | footer of the quick reply |
quickReplies | ARRAY | array of strings containing the options (max 3 allowed) |
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
Example
{
"data" : {
"replyTo" : "",
"id" : "5bd5fcd0-ee5e-48c9-b825-c3e42b85cc45",
"messageType" : "QUICK_REPLY",
"content" : {
"text" : "Do you want to continue?",
"quickReplies" : [
"No",
"Yes",
"Help"
],
"header" : "Cool Title!",
"footer" : "Cool Footer!",
"user" : {
"id" : "BOT_BOT1",
"isAgent" : true
}
},
"ts" : 1679325011759.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"room" : "CHAT_DEFAULT_e7473a4a-88c7-415d-957b-01aac31673c0"
}
Quick reply response message (bot):
Name | Type | Description |
|---|---|---|
quickReplyId | STRING | id of the quick reply message whose response is referring to |
reply | STRING | quick reply chosen |
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
Example
{
"data" : {
"replyTo" : "",
"id" : "wamid.HBgMMzkzNDAzNjA5MTY5FQIAEhggMUM2MjFFNDYxMjIwRTYyQkNGRUVEMEVGMDE5RUVEQTcA",
"messageType" : "QUICK_REPLY_RESPONSE",
"content" : {
"quickReplyId" : "5bd5fcd0-ee5e-48c9-b825-c3e42b85cc45",
"reply" : "Yes",
"user" : {
"id" : "393403602702",
"isAgent" : false
}
},
"ts" : 1679325017885.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"room" : "CHAT_DEFAULT_e7473a4a-88c7-415d-957b-01aac31673c0"
}
Form message (bot):
Name | Type | Description |
|---|---|---|
title | STRING | title fo the form |
response_to_bot | STRING | query sent back to the bot after the form is submitted |
formData | ARRAY | array of objects that defines the form fields. The object has the same properties of the data collection object Data Collection Object |
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
Example
{
"data" : {
"replyTo" : "",
"id" : "f3f3352c-7f50-43c6-9dd8-7db3fa44ce8c",
"messageType" : "FORM",
"content" : {
"title" : "Titolo Form",
"response_to_bot" : "ciao",
"formData" : [
{
"value" : "",
"label" : "Società",
"customMandatoryErrorMessage" : "Campo obbligatorio",
"isMandatory" : true,
"custom_regexp" : "",
"customValidationErrorMessage" : "",
"mode" : "manual",
"isEditable" : true,
"isVisibleCustomer" : true,
"isVisibleAgent" : true,
"name" : "company",
"dc_type" : "text"
},
{
"label" : "Indirizzo",
"custom_regexp" : "",
"name" : "address",
"isEditable" : true,
"customMandatoryErrorMessage" : "Indirizzo obbligatorio",
"isVisibleCustomer" : true,
"isVisibleAgent" : true,
"mode" : "manual",
"value" : "",
"dc_type" : "text",
"isMandatory" : true,
"customValidationErrorMessage" : ""
},
{
"value" : "",
"dc_type" : "email",
"isVisibleCustomer" : true,
"mode" : "manual",
"isMandatory" : true,
"isVisibleAgent" : true,
"customMandatoryErrorMessage" : "Email obbligatoria",
"custom_regexp" : ".*@.*",
"customValidationErrorMessage" : "Email non valida",
"label" : "Email",
"name" : "email2",
"isEditable" : true
},
{
"options" : {
"mattina" : "Mattina",
"pomeriggio" : "Pomeriggio"
},
"name" : "fascia",
"isMandatory" : true,
"dc_type" : "select",
"value" : "",
"isVisibleCustomer" : true,
"customValidationErrorMessage" : "",
"isEditable" : true,
"mode" : "manual",
"customMandatoryErrorMessage" : "Fascia richiamo obbligatoria",
"isVisibleAgent" : true,
"custom_regexp" : "",
"label" : "Quando vuoi essere richiamato?"
}
],
"user" : {
"id" : "BOT_BOT1",
"isAgent" : true
}
},
"ts" : 1679325464928.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"room" : "CHAT_DEFAULT_df3b98ab-4a53-4d1f-8138-c3b45a58c9a0"
}
Form response message (bot):
The form response message has the same structure of the form message, with the addition that the field “value” is filled with the customer response.
Example
{
"data" : {
"replyTo" : "",
"id" : "1601da67-ccf3-495e-b86b-3c51bae8789d",
"messageType" : "FORM_RESPONSE",
"content" : {
"title" : "Titolo Form",
"response_to_bot" : "ciao",
"formData" : [
{
"value" : "Enghouse",
"label" : "Società",
"customMandatoryErrorMessage" : "Campo obbligatorio",
"isMandatory" : true,
"custom_regexp" : "",
"customValidationErrorMessage" : "",
"mode" : "manual",
"isEditable" : true,
"isVisibleCustomer" : true,
"isVisibleAgent" : true,
"name" : "company",
"dc_type" : "text"
},
{
"label" : "Indirizzo",
"custom_regexp" : "",
"name" : "address",
"isEditable" : true,
"customMandatoryErrorMessage" : "Indirizzo obbligatorio",
"isVisibleCustomer" : true,
"isVisibleAgent" : true,
"mode" : "manual",
"value" : "Viale Sarca 336, edificio 12",
"dc_type" : "text",
"isMandatory" : true,
"customValidationErrorMessage" : ""
},
{
"value" : "legal.operations@enghouse.com",
"dc_type" : "email",
"isVisibleCustomer" : true,
"mode" : "manual",
"isMandatory" : true,
"isVisibleAgent" : true,
"customMandatoryErrorMessage" : "Email obbligatoria",
"custom_regexp" : ".*@.*",
"customValidationErrorMessage" : "Email non valida",
"label" : "Email",
"name" : "email2",
"isEditable" : true
},
{
"options" : {
"mattina" : "Mattina",
"pomeriggio" : "Pomeriggio"
},
"name" : "fascia",
"isMandatory" : true,
"dc_type" : "select",
"value" : "mattina",
"isVisibleCustomer" : true,
"customValidationErrorMessage" : "",
"isEditable" : true,
"mode" : "manual",
"customMandatoryErrorMessage" : "Fascia richiamo obbligatoria",
"isVisibleAgent" : true,
"custom_regexp" : "",
"label" : "Quando vuoi essere richiamato?"
}
],
"user" : {
"id" : "USER_DEFAULT_9a0a411c-f9c7-4af7-9754-024bf157a3ef",
"isAgent" : false
}
},
"ts" : 1679325479470.0,
"deliverySuccess" : true,
"deliveryErrorReason" : ""
},
"_id" : ObjectId("64187943bb85a6727df80efc"),
"room" : "CHAT_DEFAULT_df3b98ab-4a53-4d1f-8138-c3b45a58c9a0"
}
Video chat events messages:
All video chat events messages have the audio and video boolean properties to indicate the channel used.
Name | Type | Description |
|---|---|---|
audio | BOOLEAN | if true the audio chennel is engaged |
video | BOOLEAN | if true the video chennel is engaged |
Examples
videoRequestedByCustomer message
{
"data" : {
"id" : "c6d3e132-4432-4208-943d-cc2b34ba3107",
"messageType" : "videoRequestedByCustomer",
"ts" : 1617786830148.0,
"deliverySuccess" : true,
"deliveryErrorReason" : "",
"content" : {
"user" : {
"isAgent" : false,
"id" : "USER_DEFAULT_9a0a411c-f9c7-4af7-9754-024bf157a3ef"
},
"audio" : true,
"video" : true
}
},
"_id" : ObjectId("606d7810d6e88353f88732a1"),
"room" : "CHAT_DEFAULT_d06723cf-518e-4767-99b6-6d21d5998081"
}
videoAccepted message:
{
"data" : {
"id" : "715a2213-3123-4718-8266-a489bebc493b",
"messageType" : "videoAccepted",
"ts" : 1617786834240.0,
"deliverySuccess" : true,
"deliveryErrorReason" : "",
"content" : {
"user" : {
"isAgent" : true,
"id" : "USER_gverde1@acd.enghouse.com"
},
"audio" : true,
"video" : true
}
},
"_id" : ObjectId("606d7810d6e88353f88732a0"),
"room" : "CHAT_DEFAULT_d06723cf-518e-4767-99b6-6d21d5998081"
}
videoStarted message:
{
"data" : {
"id" : "cfa53427-1ee7-4e8f-9848-e8e87523aec4",
"messageType" : "videoStarted",
"deliverySuccess" : true,
"deliveryErrorReason" : "",
"ts" : 1617786839849.0,
"content" : {
"user" : {
"isAgent" : true,
"id" : "USER_gverde1@acd.enghouse.com"
},
"audio" : true,
"video" : true
}
},
"_id" : ObjectId("606d7810d6e88353f887329f"),
"room" : "CHAT_DEFAULT_d06723cf-518e-4767-99b6-6d21d5998081"
}
screenSharingStarted message:
{
"data" : {
"id" : "227130be-f490-4ef2-9923-9bb69ad6756c",
"messageType" : "screenSharingStarted",
"deliverySuccess" : true,
"deliveryErrorReason" : "",
"ts" : 1617786873764.0,
"content" : {
"user" : {
"isAgent" : true,
"id" : "USER_gverde1@acd.enghouse.com"
},
"audio" : true,
"video" : true
}
},
"_id" : ObjectId("606d7810d6e88353f887329c"),
"room" : "CHAT_DEFAULT_d06723cf-518e-4767-99b6-6d21d5998081"
}
videoEnded message:
{
"data" : {
"id" : "a8ffdf71-ad3e-4495-ba91-057442df88c0",
"messageType" : "videoEnded",
"deliverySuccess" : true,
"deliveryErrorReason" : "",
"ts" : 1617786886374.0,
"content" : {
"user" : {
"isAgent" : true,
"id" : "USER_gverde1@acd.enghouse.com"
},
"audio" : true,
"video" : true
}
},
"_id" : ObjectId("606d7810d6e88353f887329a"),
"room" : "CHAT_DEFAULT_d06723cf-518e-4767-99b6-6d21d5998081"
}
endChat message:
Name | Type | Description |
|---|---|---|
user | OBJECT | Semplified user object containing only user id and isAgent properties of the user who sent the message. |
Example
{
"data" : {
"id" : "b88d3de0-23b8-41d1-95c3-1209dd4c8cff",
"messageType" : "endChat",
"ts" : 1617786896642.0,
"deliverySuccess" : true,
"deliveryErrorReason" : "",
"content" : {
"user" : {
"isAgent" : false,
"id" : "USER_DEFAULT_9a0a411c-f9c7-4af7-9754-024bf157a3ef"
}
}
},
"_id" : ObjectId("606d7810d6e88353f8873297"),
"room" : "CHAT_DEFAULT_d06723cf-518e-4767-99b6-6d21d5998081"
}