Live Chat / In-App Messages

You can configure Outbound Webhooks to receive a copy of delivery status notifications for Live Chat/In-App Messaging 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 Live Chat/In-App message delivery status.

If you want to track message delivery status, select the Webex Connect Service you are sending the Live Chat/In-App Messages from under 'Entity' dropdown.

{
  "deliveryInfoNotification":{
    "deliveryInfo":{
      "timeStamp":"2019-07-15T11:40:24.913Z",
      "Description":"Submitted",
      "code":"7501",
      "deliveryChannel":"rt",
      "additionalInfo":"",
      "destination":"9727",
      "destinationType":"userid",
      "deliveryStatus":"Submitted"
    },
    "subtid":"",
    "transid":"6a92d666-2eb9-42e7-b357-6c72d07a8a93",
    "callbackData":"",
    "correlationid":""
  }
}
{
  "deliveryInfoNotification":{
    "deliveryInfo":{
      "timeStamp":"2019-07-15T11:40:28.906Z",
      "Description":"Delivered",
      "code":"7500",
      "deliveryChannel":"rt",
      "additionalInfo":"",
      "destination":"9727",
      "destinationType":"userid",
      "deliveryStatus":"Delivered"
      },
    "subtid":"",
    "transid":"6a92d666-2eb9-42e7-b357-6c72d07a8a93",
    "callbackData":"",
    "correlationid":""
  }
}
{
  "deliveryInfoNotification":{
  "deliveryInfo":{
    "timeStamp":"2019-07-15T11:40:28.906Z",
    "Description":"Read",
    "code":"7502",
    "deliveryChannel":"rt",
    "additionalInfo":"",
    "destination":"9727",
    "destinationType":"userid",
    "deliveryStatus":"Read"
  },
    "subtid":"",
    "transid":"6a92d666-2eb9-42e7-b357-6c72d07a8a93",
    "callbackData":"",
    "correlationid":""
  }
}
{
  "deliveryInfoNotification":{
    "deliveryInfo":{
      "timeStamp":"2019-07-17T11:24:40.947Z",
      "pushId":"",
      "Description":"Customer profile not found",
      "code":"7105",
      "deliveryChannel":"rt",
      "destination":"9727",
      "destinationType":"",
      "deviceid":"",
      "deliveryStatus":"Failed"
    },
  "subtid":"",
  "transid":"7046f24a-65bf-4530-a095-3ddbaf39e213",
  "callbackData":"",
  "correlationid":""
  }
}
{
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "timeStamp": "2022-07-11T17:18:54.117+05:30",
            "Description": "Clicked",
            "code": "7528",
            "subtid": "",
            "deliveryChannel": "rt",
            "transid": "cf7f6ec2-0ad5-494e-986a-51aef030cbb0",
            "callbackData": "",
            "destination": "9090",
            "interactiveData": {
                "identifier": "21221-323232-231224",
                "type": "webUrl",
                "title": "display",
                "url": "https://www.diawi.com/"
            },
            "destinationType": "userid",
            "correlationid": "",
            "deliveryStatus": "Clicked"
        }
    }
}
{
    
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "deliveryChannel": "appmessaging",
            "Description": "Read",
            "destinationType": "customerid",
            "timeStamp": "2016-07-22T11:22:50.065",
            "code": "7502",
            "deliveryStatus": "Read",
            "deviceid": "355004057394234",
            "destination": "9876",
            "interaction": {
               "Button_Pressed": "SUBSCRIBE",
               "MessageRef": "123252445"
            }
        },
        "correlationid": "0322-4874-96e8-560292c115cb-3f8e656c",
        "callbackData": "return callbackdata",
        "transid": "3f8e656c-0322-4874-96e8-560292c115cb"
    }
}

Field Name

Description

deliveryChannel

This is “rt” in case of Live Chat and In-App Messaging

Description

Detailed description of the delivery status

destinationType

Describes the destination type used for sending the message. E.g., userid.

timeStamp

Timestamp of the event

code

Delivery status code

deliveryStatus

Message delivery status

destination

This contains the destination value. E.g., value of the userid.

correlationid

The 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

callbackData

Data that you have configured to receive on the notify URL. This is configured as a part of the request

transid

Unique transaction reference id of the request

Outbound Webhook configuration for tracking incoming Live Chat/In-App Messages or Events

If you want to track incoming messages and events on Live Chat and In-App channels, select the app asset you are sending and receiving the Live Chat/In-App Messages from under 'Entity' dropdown.

{
  "userId": "8953",
  "channel": "Rtm",
  "appId": "SA28064527",
  "event": "MO",
  "message": "Simple text",
  "ts": "2015-04-12T13:00:19.456Z",
  "timeStamp" : "2015-04-12T13:00:19.456Z",
  "tid": "44003228-0498-4559-9342-c9e05c7fdfa6",
  "attachments": "",
  "replyTo": "28thJuly"
}
{
  "userId": "101010",
  "channel": "Rtm",
  "appId": "FI17071258",
  "event": "OnProfileCreate",
  "ts": "2021-09-09T11:24:05.063+01:00",
  "tid": "44e1fdcc-f7fa-4324-acc7-39a54fae887c"
}
{
  "userId": "09090",
  "channel": "Rtm",
  "appId": "FI17071258",
  "event": "OnProfileUpdate",
  "ts": "2021-09-13T07:19:17.483+01:00",
  "tid": "ed443edd-0ea1-46a8-99c3-7e7ed789ecc8"
}
{
    "relatedTid": "R6e615c89-8af2-4071-8ed1-3a78f3b67f02",
    "userId": "0000",
    "channel": "Rtm",
    "appId": "NE05064134",
    "event": "OnFormResponse",
    "message": "",
    "ts": "2021-09-09T15:06:42.201+05:30",
    "tid": "21d8dff3-a182-4d54-8e67-44a8c8a8aca5",
    "attachments": "[{\"templateType\":\"form\",\"payload\":{\"title\":\"Dear user,\\nPlease provide the following details and submit the application\",\"fields\":[{\"name\":\"FirstName\",\"description\":\"Enter first name\",\"label\":\"First Name\",\"type\":\"text\",\"value\":\"Nagarjun\",\"mandatory\":true},{\"name\":\"lastname\",\"description\":\"\",\"label\":\"Last Name\",\"type\":\"name\",\"value\":\"E\",\"mandatory\":true},{\"name\":\"Mail\",\"description\":\"\",\"label\":\"Email\",\"type\":\"email\",\"value\":\"[email protected]\",\"mandatory\":false},{\"name\":\"mobile\",\"description\":\"\",\"label\":\"mobile\",\"type\":\"integer\",\"value\":9740907478,\"mandatory\":true}]},\"templateId\":\"U23A4ZR4YR\",\"contentType\":\"template\"}]",
    "replyTo": ""
}
{
    "userId": "3256",
    "channel": "Rtm",
    "appId": "NE05064134",
    "event": "OnPostback",
    "message": "Yes",
    "ts": "2022-06-09T17:23:32.257+05:30",
    "tid": "feb2dedc-2d8a-4a51-bd8f-804805f03d68",
    "attachments": "",
    "replyTo": "",
    "interactiveData": "{\"reference\":\"T-shirtoptions\",\"identifier\":\"21221-323232-231212\",\"payload\":{},\"type\":\"quickReplyPostback\",\"title\":\"Yes\",\"url\":\"\"}",
    "pciInfo": "{\"droppedAttachmentCount\":0,\"isPCICompliance\":true,\"isPCIValidationDone\":true,\"isAttachmentEnabled\":true,\"nonPCIComplianceReason\":{}}"
}
{
"userId": "1234",
"channel": "Rtm",
"appId": "NE05064134",
"event": "OnPostback",
"message": "Buy Now",
"ts": "2022-06-09T17:19:53.833+05:30",
"tid": "147a4300-71ec-44d2-aadb-67a90ac32de5",
"attachments": "",
"replyTo": "",
"interactiveData": "{"reference":"Product catalogue","identifier":"345678909876543","payload":{"1":"2"},"type":"templatePostback","title":"Buy Now"}",
"pciInfo": "{"droppedAttachmentCount":0,"isPCICompliance":true,"isPCIValidationDone":true,"isAttachmentEnabled":true,"nonPCIComplianceReason":{}}"
}