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 NameDescription
deliveryChannelThis is “rt” in case of Live Chat and In-App Messaging
DescriptionDetailed description of the delivery status
destinationTypeDescribes the destination type used for sending the message. E.g., userid.
timeStampTimestamp of the event
codeDelivery status code
deliveryStatusMessage delivery status
destinationThis contains the destination value. E.g., value of the userid.
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 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":{}}"
}