Google Business Messages

You can configure Outbound Webhooks to receive a copy of delivery status notifications for Google Business Messages channel and for a copy of incoming messages/events by navigating to 'Assets -> Integrations -> Outbound Webhooks' sections in the platform.

Outbound Webhook configuration for tracking Google Business Messages delivery status

If you want to track email message delivery status, select the Webex Connect Service you are sending the Google Business Messages from under 'Entity' dropdown.

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Please note Google Business Messages doesn't offer deliver receipts for message delivery, read, or click events. Hence, the DRs are limited to confirmed successful submission of message from Webex Connect to Google Business Messages platform.

{
2    "deliveryInfoNotification": {
3        "deliveryInfo": {
4            "timeStamp": "2023-02-03T11:13:28.455+01:00",
5            "Description": "Submitted",
6            "code": "7501",
7            "deliveryChannel": "gbm",
8            "additionalInfo": "",
9            "destination": "77de1414-89c0-4ea8-88a7-5f83bd381f8f",
10            "destinationType": "conversationid",
11            "deliveryStatus": "Submitted"
12        },
13        "subtid": "",
14        "transid": "e38ad160-305e-4c15-90b6-87c4d255b337",
15        "callbackData": "customerID123|1234|new_sale",
16        "correlationid": "de36bb32-3f5d-46c9-b132-15e010a80ccc"
17    }
18}
{
2    "deliveryInfoNotification": {
3        "deliveryInfo": {
4            "timeStamp": "2023-02-03T11:13:28.455+01:00",
5            "Description": "Delivered",
6            "code": "7500",
7            "deliveryChannel": "gbm",
8            "additionalInfo": "",
9            "destination": "77de1414-89c0-4ea8-88a7-5f83bd381f8f",
10            "destinationType": "conversationid",
11            "deliveryStatus": "Delivered"
12        },
13        "subtid": "",
14        "transid": "e38ad160-305e-4c15-90b6-87c4d255b337",
15        "callbackData": "customerID123|1234|new_sale",
16        "correlationid": "de36bb32-3f5d-46c9-b132-15e010a80ccc"
17    }
18}
{
2    "deliveryInfoNotification": {
3        "deliveryInfo": {
4            "timeStamp": "2023-02-03T11:13:28.455+01:00",
5            "Description": "Read",
6            "code": "7502",
7            "deliveryChannel": "gbm",
8            "additionalInfo": "",
9            "destination": "77de1414-89c0-4ea8-88a7-5f83bd381f8f",
10            "destinationType": "conversationid",
11            "deliveryStatus": "Read"
12        },
13        "subtid": "",
14        "transid": "e38ad160-305e-4c15-90b6-87c4d255b337",
15        "callbackData": "customerID123|1234|new_sale",
16        "correlationid": "de36bb32-3f5d-46c9-b132-15e010a80ccc"
17    }
18}
{
2    "deliveryInfoNotification": {
3        "deliveryInfo": {
4            "timeStamp": "2023-02-03T11:13:28.455+01:00",
5            "Description": "Client specified an invalid argument. Check error message and error details  for more information",
6            "code": "7906",
7            "deliveryChannel": "gbm",
8            "additionalInfo": "Unable to find BusinessMessages conversation info data",
9            "destination": "123",
10            "destinationType": "conversationid",
11            "deliveryStatus": "Failed"
12        },
13        "subtid": "",
14        "transid": "e38ad160-305e-4c15-90b6-87c4d255b337",
15        "callbackData": "customerID123|1234|new_sale",
16        "correlationid": "de36bb32-3f5d-46c9-b132-15e010a80ccc"
17    }
18}
Field NameDescription
subtidA unique transaction id will be generated as subtid for the flow level transactions(or node tid)
deliveryChannelChannel used to send the message i.e., Google Business Messages in this case.
DescriptionDetailed description of the delivery status
destinationTypeThis is always conversationid for Google Business Messages.
timeStamp:Timestamp of the event. The timestamp mentioned in the outbound webhook is as per the timezone of the tenant and not UTC as a standard.
codeStatus code as mentioned in the documentation
deliveryStatusStatus of messages once sent.
destinationUnique user id for the recipient of the message on Google Business Messages.
correlationidThe CorrelationID is a unique identifier that you can attach to every request as a reference a particular transaction or event. This is configured as a part of the request.
callbackDataData that you have configured to receive on the notify Url. This is configured as a part of the request.
transidUnique transaction reference id of the request.

Outbound Webhook configuration for tracking incoming messages and events

If you want to track incoming emails, select the Google Business Messages app asset you are sending and receiving the emails from under 'Entity' dropdown.

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The samples below are split into multiple blocks in the interest of categories of events.

{
    "channel": "gbm",
    "conversationId": "b231e743-045d-4a2a-93e9-4582ddeba1ca",
    "displayName": "Guest",
    "message": "Hello testing Google ads entry point",
    "appId": "a_167343566255802900",
    "event": "MO",
    "ts": "2023-01-11T21:43:10.409+05:30",
    "tid": "1a8c5d39-dd5c-4721-8874-44db6c5ef329",
    "agentId": "9283bda1-00ec-46cf-91bb-e9d9240605bf",
    "messageId": "02EB1895-AFC8-4AAD-946D-17AD6094CA7D",
    "locale": "en-GB",
    "context": "{\"userInfo\":{\"userDeviceLocale\":\"en-GB\",\"displayName\":\"Guest\"},\"resolvedLocale\":\"en\",\"placeId\":\"\",\"entryPoint\":\"ADS\"}"
}
{
    "channel": "gbm",
    "conversationId": "c84ec714-2e45-453b-ae49-73a8d90157d1",
    "displayName": "Connect QA",
    "message": " https://s3.amazonaws.com/stagingappleattachment/3c269268-f733-4e72-bb39-902587fab32a.jpeg ",
    "appId": "a_167343566255802900",
    "event": "MO",
    "ts": "2023-01-11T21:39:06.919+05:30",
    "tid": "e64d71d5-7bb0-4f80-a3b8-fa4549d3e7b0",
    "agentId": "9283bda1-00ec-46cf-91bb-e9d9240605bf",
    "messageId": "d33965b9-4937-4638-8450-420abefa2041-1673453339725",
    "locale": "en-US",
    "context": "{\"userInfo\":{\"userDeviceLocale\":\"en-US\",\"displayName\":\"Connect QA\"},\"resolvedLocale\":\"en\",\"customContext\":\"automotivedemo\",\"placeId\":\"\",\"entryPoint\":\"URL\"}"
}

User Status

{
    "channel": "gbm",
    "conversationId": "b231e743-045d-4a2a-93e9-4582ddeba1ca",
    "displayName": "Guest",
    "userStatus": "{\"createTime\":\"2023-01-11T16:17:35.575805Z\",\"isTyping\":true}",
    "appId": "a_167343566255802900",
    "event": "UserStatus",
    "ts": "2023-01-11T21:47:36.712+05:30",
    "tid": "f4f4724a-9bf0-4b5d-ab73-0967d5214c6f",
    "agentId": "9283bda1-00ec-46cf-91bb-e9d9240605bf",
    "messageId": "04CD4139-ACCB-4ECD-ACEC-B33E2077078F",
    "context": "{\"userInfo\":{\"userDeviceLocale\":\"en-GB\",\"displayName\":\"Guest\"},\"resolvedLocale\":\"en\",\"placeId\":\"\",\"entryPoint\":\"ADS\"}"
}
{
    "channel": "gbm",
    "conversationId": "b231e743-045d-4a2a-93e9-4582ddeba1ca",
    "displayName": "Guest",
    "userStatus": "{\"createTime\":\"2023-01-11T16:13:12.456339Z\",\"isTyping\":false}",
    "appId": "a_167343566255802900",
    "event": "UserStatus",
    "ts": "2023-01-11T21:43:13.717+05:30",
    "tid": "a995b719-ca94-4050-963a-3d74cd56679d",
    "agentId": "9283bda1-00ec-46cf-91bb-e9d9240605bf",
    "messageId": "A48A0F54-7D9B-43EF-BBF9-5D8BC8CEE15C",
    "context": "{\"userInfo\":{\"userDeviceLocale\":\"en-GB\",\"displayName\":\"Guest\"},\"resolvedLocale\":\"en\",\"placeId\":\"\",\"entryPoint\":\"ADS\"}"
}

Suggestion Response - Postback

{
    "channel": "gbm",
    "conversationId": "23102746-f897-4922-8aa7-0b259d0f811b",
    "displayName": "Guest",
    "suggestionResponse": "{\"postbackData\":\"Reply\",\"createTime\":\"2023-01-11T16:23:29.282274Z\",\"text\":\"Flowtrigger\",\"message\":\"conversations/23102746-f897-4922-8aa7-0b259d0f811b/messages/ef18a904-82f3-4936-9f57-a81c90c36a10\",\"type\":\"REPLY\"}",
    "appId": "a_167343566255802900",
    "event": "SuggestionResponse",
    "ts": "2023-01-11T21:53:30.230+05:30",
    "tid": "3b09f091-ae04-4588-8b9a-f9bb71aebca3",
    "agentId": "9283bda1-00ec-46cf-91bb-e9d9240605bf",
    "messageId": "AB6C9261-E4D7-4EE7-BC3D-5AE29DD6A55C",
    "context": "{\"userInfo\":{\"userDeviceLocale\":\"en-GB\",\"displayName\":\"Guest\"},\"resolvedLocale\":\"en\",\"placeId\":\"\",\"entryPoint\":\"ADS\"}"
}
{
    "channel": "gbm",
    "conversationId": "66d8a4d2-8fc7-4447-8bd1-b1874d0db18b",
    "displayName": "GBM User",
    "suggestionResponse": "{\"postbackData\":\"Url Opened\",\"createTime\":\"2023-01-11T17:31:22.297793Z\",\"text\":\"Open URL\",\"message\":\"conversations/66d8a4d2-8fc7-4447-8bd1-b1874d0db18b/messages/e3cee3bc-8806-465a-8826-6fc411deef1b\",\"type\":\"ACTION\"}",
    "appId": "a_167344112755437860",
    "event": "SuggestionResponse",
    "ts": "2023-01-11T23:01:23.381+05:30",
    "tid": "d75efa05-9f2a-4f02-89a8-d091faa335fd",
    "agentId": "0982a814-0651-4d2c-8982-a6b8b5de38f3",
    "messageId": "80ee6c4b-7ecc-45ce-a52c-70783e75225f",
    "context": "{\"userInfo\":{\"userDeviceLocale\":\"en-US\",\"displayName\":\"GBM User\"},\"resolvedLocale\":\"en\",\"placeId\":\"ChIJn79NMNQEdkgRwFGArS-EXd4\",\"entryPoint\":\"MAPS\"}"
}
{
    "channel": "gbm",
    "conversationId": "66d8a4d2-8fc7-4447-8bd1-b1874d0db18b",
    "displayName": "GBM User",
    "suggestionResponse": "{\"postbackData\":\"call-support\",\"createTime\":\"2023-01-11T17:31:41.213689Z\",\"text\":\"Call support\",\"message\":\"conversations/66d8a4d2-8fc7-4447-8bd1-b1874d0db18b/messages/e3cee3bc-8806-465a-8826-6fc411deef1b\",\"type\":\"ACTION\"}",
    "appId": "a_167344112755437860",
    "event": "SuggestionResponse",
    "ts": "2023-01-11T23:01:42.119+05:30",
    "tid": "9d583c28-cee6-45f3-a0bc-96d31b9384a3",
    "agentId": "0982a814-0651-4d2c-8982-a6b8b5de38f3",
    "messageId": "d77c89b4-e185-49f8-a111-9785b55441f3",
    "context": "{\"userInfo\":{\"userDeviceLocale\":\"en-US\",\"displayName\":\"GBM User\"},\"resolvedLocale\":\"en\",\"placeId\":\"ChIJn79NMNQEdkgRwFGArS-EXd4\",\"entryPoint\":\"MAPS\"}"
}