Chat Session Payload

Andrew Lahikainen Updated by Andrew Lahikainen

This is the chat session payload interface you can expect from the New Chat Session or Chat Session Status Changedwebhooks (written in TypeScript):

Note that webhooks return arrays in general. So the chat session webhook payloads will be arrays of ChatSessions.

interface ChatSession {
  id: string
  name: string
  type: 'request' | 'push'
  status: ChatSessionStatus
  pastStatus: ChatSessionStatus[]
  report: {
    creatorWaited: number
    handledDateTime: string
    chatDuration: number
  }
  reference?: {
    type: 'ticket'
    id: string
  }
  creator: User
  callback?: {
    type: 'phone' | 'chat'
    phone?: string
    note?: string
    preferredTime?: Array<{
      start: string
      end: string
    }>
  }
  targetUsers?: User[]
  closeRecord?: {
    user: User
    note?: string
    lastModifiedDateTime: string
  }
  closedDateTime: string
  users: User[]
  participants: User[]
  lastMessageId?: string
  createdDateTime?: string
  lastModifiedDateTime: string
}

type ChatSessionStatus = 'created' | 'handled' | 'missed' | 'completed' | 'callback'

interface User {
  entityId: number
  name: string
  userId: string
  company: {
    entityId: number
    name: string
    identifier: string
  }
}
Contacts and Members in a chat session

Users (as described above) can be either contacts or members, they can appear in:

  • creator - the user who created the chat session (from portal or tech)
  • participants - the users who have participated in the chat session (either currently active or inactive)
  • users - the users who are active at the moment in the chat session
  • targetUsers - the invited users who haven't joined the chat session

Notes:

The userId contains: an internal instance ID, user type (c for contacts and m for members) and the user integer ID separated with ~ symbol. E.g. nzlancomdev~c~11220

Example payload
[
  {
    "id": "1530162945-9852",
    "name": "Chat Request from Liam Tait at DeskDirector",
    "type": "request",
    "status": "completed",
    "pastStatus": ["handled"],
    "report": {},
    "creator": {
      "entityId": 11220,
      "name": "Liam Tait",
      "userId": "nzlancomdev~c~11220",
      "company": {
        "entityId": 2952,
        "name": "DeskDirector",
        "identifier": "DeskDirectorLtd"
      }
    },
    "targetUsers": [],
    "closeRecord": {
      "user": {
        "entityId": 268,
        "name": "Andrew Lahikainen",
        "userId": "nzlancomdev~m~268"
      },
      "lastModifiedDateTime": "2018-06-28T05:18:26.9468948Z"
    },
    "closedDateTime": "2018-06-28T05:18:26.9478983Z",
    "users": [
      {
        "entityId": 200,
        "name": "Warwick Eade",
        "userId": "nzlancomdev~m~200"
      }
    ],
    "participants": [
      {
        "entityId": 11220,
        "name": "Liam Tait",
        "userId": "nzlancomdev~c~11220",
        "company": {
          "entityId": 2952,
          "name": "DeskDirector",
          "identifier": "DeskDirectorLtd"
        }
      },
      {
        "entityId": 268,
        "name": "Andrew Lahikainen",
        "userId": "nzlancomdev~m~268"
      },
      {
        "entityId": 200,
        "name": "Warwick Eade",
        "userId": "nzlancomdev~m~200"
      }
    ],
    "lastMessageId": "1530163058374-5E-nzlancomdev~c~11220",
    "createdDateTime": "2018-06-28T05:15:45.7824134Z",
    "lastModifiedDateTime": "2018-06-29T06:07:27.3929346Z"
  }
]

How did we do?

Webhook Example with Zapier

Legacy URL Linking in DeskDirector

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