Live Chat Events

Capture Live Chat activity and custom events via RTDS.

The Live Chat activity data is currently flowing into Airship as Custom Events. Integrate with Real-Time Data StreamingA service that delivers engagement events in real time via the Data Streaming API or an Airship partner integration. in order to capture Live Chat activity and custom events.

Conversation Custom Event

The Conversation Custom Event contains the following:

  • name — This will always be live_chat_convo.
  • interaction_type — The possible values are convo_open or convo_close.
  • transaction — The shared identifier between all events belonging to the same conversation, for both conversation and message events.
  • member_name — The name of the member which will always contain a value, but may be set to Unknown by default.
  • member_number — The MSISDN in the case of an SMS conversation, or {Device_ChannelId} in the case of In-App Chat.
  • shortcode — The Sender in the case of an SMS conversation, or {App Key} in the case of In-App Chat.
  • started_timestamp — The time when the conversation first began (Unix epoch timestamp in milliseconds).
  • last_active_timestamp — The time when the conversation last had activity (Unix epoch timestamp in milliseconds). If the last_active_timestamp is null, it means the conversation has been closed.
  • agent_name — The name of the agent this conversation is assigned to.

Example Conversation Custom Event
{
	"occurred": "2019-08-13 19:15:00.000000",
	"user": {
		"channel": "57b6a6b9-8c2e-4029-baac-89bb3df8de22"
	},
	"body": {
		"name": "live_chat_convo",
		"interaction_type": "convo_open",
		"transaction": "017af0ac-636e-4a1d-8da0-275055c86b16_1627535468595",
		"properties": {
			"convo": {
				"member_business_id": "017af0ac-636e-4a1d-8da0-275055c86b16",
				"member_name": "Jane Smith",
				"member_number": "Android_57b6a6b9-8c2e-4029-baac-89bb3df8de22",
				"shortcode": "IAbc_TTJRuarzs9-o_Abcd",
				"business_id": "01771d60-42f8-4288-9a28-b2b56587c4d6",
				"started_timestamp": "1627535468595",
				"last_message": "Hello",
				"last_message_direction": "IN",
				"message_count_since_last_accessed": "1",
				"last_active_timestamp": "1627535468595",
				"agent_id": "01796c4f-57b4-4db7-8ccb-4605630c6ed5",
				"agent_name": "Adrien Mitchell"
			}
		}
	}
}

Message Custom Event

The Message Custom Event contains the following:

  • name — This will always be live_chat_message.
  • interaction_type — The possible values are sms_in or sms_out (for Live SMS Chat) and app_in or app_out (for Live In-App Chat).
  • transaction — The shared identifier between all events belonging to the same conversation, for both conversation and message events.
  • timestamp — The time when the message was sent or recevied (Unix epoch timestamp in milliseconds).
  • agent_name — The name of the agent this conversation is assigned to. It is possible for this value to be null.
  • number — The MSISDN in the case of an SMS conversation, or {Device_ChannelId} in the case of In-App Chat.
  • shortcode — The Sender in the case of an SMS conversation, or {App Key} in the case of In-App Chat.

Example Message Custom Event
{
	"occurred": "2019-08-13 19:15:00.000000",
	"user": {
		"channel": "57b6a6b9-8c2e-4029-baac-89bb3df8de22"
	},
	"body": {
		"name": "live_chat_message",
		"interaction_type": "sms_in",
		"transaction": "017af0ac-636e-4a1d-8da0-275055c86b16_1627535468595",
		"properties": {
			"message": {
				"id": "Android_57b6a6b9-8c2e-4029-baac-89bb3df8de22_ISex_TTJRuarzs9-o_Gkhg",
				"timestamp": "1627535468595",
				"business_id": "01771d60-42f8-4288-9a28-b2b56587c4d6",
				"agent_id": "01796c4f-57b4-4db7-8ccb-4605630c6ed5",
				"agent_name": "Adrien Mitchell",
				"direction": "IN",
				"member_business_id": "017af0ac-636e-4a1d-8da0-275055c86b16",
				"number": "Android_57b6a6b9-8c2e-4029-baac-89bb3df8de22",
				"shortcode": "IAbc_TTJRuarzs9-o_Abcd",
				"airship_app_key": "IAbc_TTJRuarzs9-o_Abcd",
				"airship_channel_id": "57b6a6b9-8c2e-4029-baac-89bb3df8de22",
				"message": "Hello",
				"mms": "",
				"status": "received"
			}
		}
	}
}