Event Name
Description
Payload
Values
AGENT_LOGIN
When an agent successfully logs into the Agent Desk
AGENT_LOGIN
{
"eventName": "AGENT_LOGIN",
"agentData": {
"id": "97bd8910-c396-4bf9-9ee3-374d38d3a9c2",
"firstName": "Sharjeel",
"agentData": {
"id": "97bd8910-c396-4bf9-9ee3-374d38d3a9c2",
"firstName": "Sharjeel",
"lastName": "Akram",
"username": "sharjeel1",
"roles": [
"default-roles-expertflow",
"agent"
],
"realm": "expertflow",
"attributes": {
"agentExtension": [
"8001"
],
"supervisor": [
"sharjeel_sup1"
]
},
"userTeam": {
"teamId": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"teamName": "sharjeel_team"
},
"supervisedTeams": [],
"permittedResources": {
"Resources": [
{
"scopes": [
"POST",
"GET",
"PUT"
],
"rsid": "d6316efd-0e3d-4bd4-a1fc-d9c10b268d04",
"rsname": "cimCustomer-apis"
},
{
"scopes": [
"POST",
"GET"
],
"rsid": "f0aa0925-622f-420d-b32b-e0fab1e4821a",
"rsname": "ccm-apis"
},
{
"scopes": [
"GET"
],
"rsid": "4ce436e9-d315-40b2-a5f3-b565b7032b17",
"rsname": "conversationManager-apis"
},
{
"scopes": [
"POST",
"GET"
],
"rsid": "e445c336-3875-4740-9284-64cf61bcbf7a",
"rsname": "fileEngine-apis"
},
{
"scopes": [
"GET"
],
"rsid": "8fea081d-9802-4647-8305-c74d61bdd612",
"rsname": "unifiedAdmin-apis"
},
{
"scopes": [
"manage_state_change"
],
"rsid": "46d72ca9-1ffb-40e5-81fa-4a062c30d4ca",
"rsname": "state-change"
},
{
"scopes": [
"assign_label"
],
"rsid": "34a79423-6ae5-449e-a3ce-a74117cc1cf3",
"rsname": "customer-labels"
},
{
"scopes": [
"POST",
"GET"
],
"rsid": "c5b9bf91-ea57-4729-8235-17da219d0756",
"rsname": "agentManager-apis"
},
{
"scopes": [
"view_history",
"view_history_active_customer ",
"view_leave_chat",
"view_direct_transfer",
"view_wrap_up",
"view_initiate_chat",
"view_conference",
"view_consult"
],
"rsid": "ded36e61-24ed-4e46-9e15-bed31b023218",
"rsname": "agent-conversation-control"
},
{
"scopes": [
"GET"
],
"rsid": "f5cc3e42-63ad-4c2a-9988-67381b776fb8",
"rsname": "routingEngine-apis"
},
{
"scopes": [
"view"
],
"rsid": "3b91c66d-52ce-4864-b4d8-8a2f44855198",
"rsname": "recording-link"
},
{
"scopes": [
"GET"
],
"rsid": "a640177b-fc7b-413c-94fe-7b9fe55b63ac",
"rsname": "teamAnnouncement-apis"
},
{
"scopes": [
"view"
],
"rsid": "39d4e47f-f378-45ae-8b10-475854bff5ca",
"rsname": "agent-dashboard"
},
{
"scopes": [
"view"
],
"rsid": "6882478c-f490-43bf-ba81-145ea80c45a4",
"rsname": "subscribed-list"
},
{
"scopes": [
"masked_pii",
"view",
"view_in_conversation",
"manage_in_conversation"
],
"rsid": "f21f264e-8e74-4bb1-b8aa-114c8914285f",
"rsname": "customer"
},
{
"scopes": [
"view"
],
"rsid": "e1c5ce61-e060-4ae9-a6be-b3006287869c",
"rsname": "conversation-studio"
}
]
}
}
}
}
firstName = incomingData?.agentData?.agentData?.firstName;
lastName = incomingData?.agentData?.agentData?.lastName;
userName = incomingData?.agentData?.agentData?.username;
roles = incomingData?.agentData?.agentData?.roles;
agentExtension = incomingData.agentData.agentData.attributes.agentExtension[0];
AGENT_STATE_CHANGE
When an agent Logs out.
Logout
{
eventName: "AGENT_STATE_CHANGE",
agentData: {
id: "97bd8910-c396-4bf9-9ee3-374d38d3a9c2",
firstName: "Sharjeel",
agentData: {
agentStateChanged: true,
mrdStateChanges: [],
agentPresence: {
agent: {
participantType: "CCUser",
createdBy: null,
createdDate: null,
updatedBy: null,
updatedDate: null,
id: "97bd8910-c396-4bf9-9ee3-374d38d3a9c2",
keycloakUser: {
id: "97bd8910-c396-4bf9-9ee3-374d38d3a9c2",
firstName: "Sharjeel",
lastName: "Akram",
roles: [
"default-roles-expertflow",
"agent"
],
username: "sharjeel1",
permittedResources: {
Resources: [/* unchanged */]
},
realm: "expertflow",
attributes: {
agentExtension: ["8001"],
supervisor: ["sharjeel_sup1"]
},
userTeam: {
teamId: "261ba88a-e13f-432d-bd22-d21eb340c7e9",
teamName: "sharjeel_team"
},
supervisedTeams: []
}
},
// =========================
// MODIFIED STATE (LOGOUT)
// =========================
state: {
name: "LOGOUT",
reasonCode: null
},
stateChangeTime: 1776666472545,
agentMrdStates: [
{
mrd: {
id: "62f9e360ea5311eda05b0242",
name: "CX VOICE"
},
state: "NOT_READY"
},
{
mrd: {
id: "6305de07166ba1099d11d8e6",
name: "CHAT"
},
state: "NOT_READY"
},
{
mrd: {
id: "20316843be924c8ab4f57a7a",
name: "CISCO CC"
},
state: "NOT_READY"
},
{
mrd: {
id: "6305de07166ba1099d11a889",
name: "EMAIL"
},
state: "NOT_READY"
}
],
agentLoginTime: 1776666463904
},
action: "AGENT_STATE_CHANGED",
tenantId: "expertflow",
correlationId: "cd3e1c62-ced9-4c33-b3a6-f9f34146c4e6"
}
}
}
state = incomingData?.agentData?.agentData?.agentPresence?.state?.name == "LOGOUT"
Channels_Type
This event is used to identify the CX Voice channel ID for Click-to-Dial functionality.
Channels_Type
{
"eventName": "Channels_Type",
"agentData": [
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.274+00:00",
"updatedBy": null,
"updatedDate": "2026-02-17T06:09:32.274+00:00",
"id": "6994061c09894b15940521f0",
"name": "FACEBOOK",
"channelLogo": "_FACEBOOK.svg",
"mediaRoutingDomain": null,
"deleted": false,
"isInteractive": false
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.595+00:00",
"updatedBy": null,
"updatedDate": "2026-02-17T06:09:32.595+00:00",
"id": "6994061c09894b15940521f1",
"name": "VIBER",
"channelLogo": "_VIBER.svg",
"mediaRoutingDomain": null,
"deleted": false,
"isInteractive": false
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.649+00:00",
"updatedBy": null,
"updatedDate": "2026-02-17T06:09:32.649+00:00",
"id": "6994061c09894b15940521f2",
"name": "WHATSAPP",
"channelLogo": "_WHATSAPP.svg",
"mediaRoutingDomain": null,
"deleted": false,
"isInteractive": false
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.669+00:00",
"updatedBy": null,
"updatedDate": "2026-02-17T06:09:32.669+00:00",
"id": "6994061c09894b15940521f3",
"name": "SMS",
"channelLogo": "_SMS.svg",
"mediaRoutingDomain": null,
"deleted": false,
"isInteractive": false
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.683+00:00",
"updatedBy": "6406ec83-5ace-4419-8012-b4ba63e68c81",
"updatedDate": "2026-02-17T06:50:05.900+00:00",
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false,
"isInteractive": true
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.707+00:00",
"updatedBy": "6406ec83-5ace-4419-8012-b4ba63e68c81",
"updatedDate": "2026-02-17T06:51:20.309+00:00",
"id": "6994061c09894b15940521f5",
"name": "CX_VOICE",
"channelLogo": "_CX_VOICE.svg",
"mediaRoutingDomain": "62f9e360ea5311eda05b0242",
"deleted": false,
"isInteractive": true
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.720+00:00",
"updatedBy": null,
"updatedDate": "2026-02-17T06:09:32.720+00:00",
"id": "6994061c09894b15940521f6",
"name": "CISCO_CC",
"channelLogo": "_CISCO_CC.svg",
"mediaRoutingDomain": "20316843be924c8ab4f57a7a",
"deleted": false,
"isInteractive": true
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.732+00:00",
"updatedBy": null,
"updatedDate": "2026-02-17T06:09:32.732+00:00",
"id": "6994061c09894b15940521f7",
"name": "GENERIC",
"channelLogo": "_GENERIC.svg",
"mediaRoutingDomain": null,
"deleted": false,
"isInteractive": false
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.745+00:00",
"updatedBy": null,
"updatedDate": "2026-02-17T06:09:32.745+00:00",
"id": "6994061c09894b15940521f8",
"name": "TWITTER",
"channelLogo": "_TWITTER.svg",
"mediaRoutingDomain": null,
"deleted": false,
"isInteractive": false
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.758+00:00",
"updatedBy": null,
"updatedDate": "2026-02-17T06:09:32.758+00:00",
"id": "6994061c09894b15940521f9",
"name": "TELEGRAM",
"channelLogo": "_TELEGRAM.svg",
"mediaRoutingDomain": null,
"deleted": false,
"isInteractive": false
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.775+00:00",
"updatedBy": null,
"updatedDate": "2026-02-17T06:09:32.775+00:00",
"id": "6994061c09894b15940521fa",
"name": "INSTAGRAM",
"channelLogo": "_INSTAGRAM.svg",
"mediaRoutingDomain": null,
"deleted": false,
"isInteractive": false
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.788+00:00",
"updatedBy": "6406ec83-5ace-4419-8012-b4ba63e68c81",
"updatedDate": "2026-02-17T06:51:28.214+00:00",
"id": "6994061c09894b15940521fb",
"name": "EMAIL",
"channelLogo": "_EMAIL.svg",
"mediaRoutingDomain": "6305de07166ba1099d11a889",
"deleted": false,
"isInteractive": false
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.800+00:00",
"updatedBy": null,
"updatedDate": "2026-02-17T06:09:32.800+00:00",
"id": "6994061c09894b15940521fc",
"name": "WEB_RTC",
"channelLogo": "_WEB_RTC.svg",
"mediaRoutingDomain": "62f9e360ea5311eda05b0242",
"deleted": false,
"isInteractive": true
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.814+00:00",
"updatedBy": null,
"updatedDate": "2026-02-17T06:09:32.814+00:00",
"id": "6994061c09894b15940521fd",
"name": "YOUTUBE",
"channelLogo": "_YOUTUBE.svg",
"mediaRoutingDomain": null,
"deleted": false,
"isInteractive": false
},
{
"createdBy": null,
"createdDate": "2026-02-17T06:09:32.830+00:00",
"updatedBy": "f048f682-cee9-4c4f-98ba-99c396799231",
"updatedDate": "2026-02-19T11:22:10.849+00:00",
"id": "6994061c09894b15940521fe",
"name": "LINKEDIN",
"channelLogo": "_LINKEDIN.svg",
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false,
"isInteractive": false
}
]
}
voice_channel = incomingData?.agentData?.find((channel) => channel.name === "CX_VOICE");
cxVoiceID = voice_channel?.id;
apiURL = `${baseEFCXAgentDeskURL}/ccm/channels/defaultoutbound?channelTypeId=${cxVoiceID}`;
AGENT_STATE_CHANGE
When agent global state or MRD (channel) states change
Global and MRD States
{
"eventName": "AGENT_STATE_CHANGE",
"agentData": {
"id": "97bd8910-c396-4bf9-9ee3-374d38d3a9c2",
"firstName": "Sharjeel",
"agentData": {
"agentStateChanged": false,
"mrdStateChanges": [
"6305de07166ba1099d11d8e6"
],
"agentPresence": {
"agent": {
"participantType": "CCUser",
"createdBy": null,
"createdDate": null,
"updatedBy": null,
"updatedDate": null,
"id": "97bd8910-c396-4bf9-9ee3-374d38d3a9c2",
"keycloakUser": {
"id": "97bd8910-c396-4bf9-9ee3-374d38d3a9c2",
"firstName": "Sharjeel",
"lastName": "Akram",
"roles": [
"default-roles-expertflow",
"agent"
],
"username": "sharjeel1",
"permittedResources": {
"Resources": [
{
"rsid": "d6316efd-0e3d-4bd4-a1fc-d9c10b268d04",
"rsname": "cimCustomer-apis",
"scopes": [
"POST",
"GET",
"PUT"
]
},
{
"rsid": "f0aa0925-622f-420d-b32b-e0fab1e4821a",
"rsname": "ccm-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "4ce436e9-d315-40b2-a5f3-b565b7032b17",
"rsname": "conversationManager-apis",
"scopes": [
"GET"
]
},
{
"rsid": "e445c336-3875-4740-9284-64cf61bcbf7a",
"rsname": "fileEngine-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "8fea081d-9802-4647-8305-c74d61bdd612",
"rsname": "unifiedAdmin-apis",
"scopes": [
"GET"
]
},
{
"rsid": "46d72ca9-1ffb-40e5-81fa-4a062c30d4ca",
"rsname": "state-change",
"scopes": [
"manage_state_change"
]
},
{
"rsid": "34a79423-6ae5-449e-a3ce-a74117cc1cf3",
"rsname": "customer-labels",
"scopes": [
"assign_label"
]
},
{
"rsid": "c5b9bf91-ea57-4729-8235-17da219d0756",
"rsname": "agentManager-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "ded36e61-24ed-4e46-9e15-bed31b023218",
"rsname": "agent-conversation-control",
"scopes": [
"view_history",
"view_history_active_customer ",
"view_leave_chat",
"view_direct_transfer",
"view_wrap_up",
"view_initiate_chat",
"view_conference",
"view_consult"
]
},
{
"rsid": "f5cc3e42-63ad-4c2a-9988-67381b776fb8",
"rsname": "routingEngine-apis",
"scopes": [
"GET"
]
},
{
"rsid": "3b91c66d-52ce-4864-b4d8-8a2f44855198",
"rsname": "recording-link",
"scopes": [
"view"
]
},
{
"rsid": "a640177b-fc7b-413c-94fe-7b9fe55b63ac",
"rsname": "teamAnnouncement-apis",
"scopes": [
"GET"
]
},
{
"rsid": "39d4e47f-f378-45ae-8b10-475854bff5ca",
"rsname": "agent-dashboard",
"scopes": [
"view"
]
},
{
"rsid": "6882478c-f490-43bf-ba81-145ea80c45a4",
"rsname": "subscribed-list",
"scopes": [
"view"
]
},
{
"rsid": "f21f264e-8e74-4bb1-b8aa-114c8914285f",
"rsname": "customer",
"scopes": [
"masked_pii",
"view",
"view_in_conversation",
"manage_in_conversation"
]
},
{
"rsid": "e1c5ce61-e060-4ae9-a6be-b3006287869c",
"rsname": "conversation-studio",
"scopes": [
"view"
]
}
]
},
"realm": "expertflow",
"attributes": {
"agentExtension": [
"8001"
],
"supervisor": [
"sharjeel_sup1"
]
},
"userTeam": {
"teamId": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"teamName": "sharjeel_team"
},
"supervisedTeams": []
},
"associatedRoutingAttributes": [
{
"routingAttribute": {
"createdBy": null,
"createdDate": null,
"updatedBy": null,
"updatedDate": null,
"id": "69941211f749f6253c3166d2",
"name": "Chat",
"description": null,
"type": "BOOLEAN",
"defaultValue": 1,
"deleted": false
},
"value": 1
},
{
"routingAttribute": {
"createdBy": null,
"createdDate": null,
"updatedBy": null,
"updatedDate": null,
"id": "69941220f749f6253c3166d3",
"name": "Voice",
"description": null,
"type": "BOOLEAN",
"defaultValue": 1,
"deleted": false
},
"value": 1
},
{
"routingAttribute": {
"createdBy": null,
"createdDate": null,
"updatedBy": null,
"updatedDate": null,
"id": "69941228f749f6253c3166d4",
"name": "Email",
"description": null,
"type": "BOOLEAN",
"defaultValue": 1,
"deleted": false
},
"value": 1
}
],
"associatedMrds": [
{
"mrdId": "62f9e360ea5311eda05b0242",
"maxAgentTasks": 1
},
{
"mrdId": "6305de07166ba1099d11d8e6",
"maxAgentTasks": 5
},
{
"mrdId": "20316843be924c8ab4f57a7a",
"maxAgentTasks": 1
},
{
"mrdId": "6305de07166ba1099d11a889",
"maxAgentTasks": 5
}
],
"deleted": false
},
"state": {
"name": "READY",
"reasonCode": null
},
"stateChangeTime": 1776666472545,
"agentMrdStates": [
{
"mrd": {
"createdBy": null,
"createdDate": null,
"updatedBy": null,
"updatedDate": null,
"id": "62f9e360ea5311eda05b0242",
"type": "64f6ee2dd49f4e9d7eb5f591",
"name": "CX VOICE",
"description": "Standard voice MRD for CX Voice",
"maxRequests": 1,
"interruptible": false,
"deleted": false,
"isAutoSync": false
},
"state": "NOT_READY",
"previousState": "READY",
"stateChangeTime": 1776666463960,
"lastReadyStateChangeTime": 1772188312042,
"maxAgentTasks": 1
},
{
"mrd": {
"createdBy": null,
"createdDate": null,
"updatedBy": null,
"updatedDate": null,
"id": "6305de07166ba1099d11d8e6",
"type": "64f6edf8b89b71cc6cb60917",
"name": "CHAT",
"description": "Standard chat MRD",
"maxRequests": 5,
"interruptible": true,
"deleted": false,
"isAutoSync": false
},
"state": "READY",
"previousState": "NOT_READY",
"stateChangeTime": 1776667271954,
"lastReadyStateChangeTime": 1776667271954,
"maxAgentTasks": 5
},
{
"mrd": {
"createdBy": null,
"createdDate": null,
"updatedBy": null,
"updatedDate": null,
"id": "20316843be924c8ab4f57a7a",
"type": "64f6ee374776bb029f1174e1",
"name": "CISCO CC",
"description": "Standard voice MRD for CISCO CC",
"maxRequests": 1,
"interruptible": false,
"deleted": false,
"isAutoSync": false
},
"state": "NOT_READY",
"previousState": null,
"stateChangeTime": 1776666463961,
"lastReadyStateChangeTime": 639057660000,
"maxAgentTasks": 1
},
{
"mrd": {
"createdBy": null,
"createdDate": null,
"updatedBy": null,
"updatedDate": null,
"id": "6305de07166ba1099d11a889",
"type": "64f6edf8b89b71cc6cb68889",
"name": "EMAIL",
"description": "Standard email MRD",
"maxRequests": 5,
"interruptible": false,
"deleted": false,
"isAutoSync": false
},
"state": "NOT_READY",
"previousState": "NOT_READY",
"stateChangeTime": 1776666463961,
"lastReadyStateChangeTime": 1773733255967,
"maxAgentTasks": 5
}
],
"agentLoginTime": 1776666463904
},
"action": "AGENT_STATE_CHANGED",
"tenantId": "expertflow",
"correlationId": "0aa70639-ea7a-4559-994f-2ac36725996c"
}
}
}
mainState = incomingData?.agentPresence?.state?.name
incomingData?.agentPresence?.agentMrdStates?.forEach((mrdState) => {
mrdName = mrdState?.mrd?.name;
mrdState = mrdState?.state;
});
newInboundCall
When a new inbound call arrives at the agent Desk.
newInboundCall
{
"response": {
"loginId": "8001",
"dialog": {
"id": "rcsnrrm46v2s2e0ll4kf",
"ani": "1101",
"customerNumber": "1101",
"associatedDialogUri": null,
"callbackNumber": null,
"outboundClassification": null,
"scheduledCallbackInfo": null,
"isCallEnded": 0,
"eventType": "PUT",
"callType": "OTHER_IN",
"queueName": "Voice",
"queueType": "NAME",
"dialedNumber": "7878",
"dnis": "7878",
"serviceIdentifier": "7878",
"secondaryId": null,
"state": "ALERTING",
"isCallAlreadyActive": false,
"wrapUpReason": null,
"wrapUpItems": null,
"callEndReason": null,
"fromAddress": "1101",
"callVariables": {
"CallVariable": []
},
"participants": [
{
"actions": {
"action": [
"ANSWER"
]
},
"mediaAddress": "8001",
"mediaAddressType": "SIP.js/0.21.2-CTI/Expertflow",
"startTime": "2026-04-20T08:41:01.111Z",
"state": "ALERTING",
"stateCause": null,
"stateChangeTime": "2026-04-20T08:41:01.111Z",
"mute": false
}
],
"mediaType": "audio",
"channelType": "VOICE",
"primaryDN": null
}
},
"event": "newInboundCall"
}
dialogId = incomingData.response.dialog.id
direction = incomingData.response.dialog.callType
PhoneNumber = incomingData.response.dialog.customerNumber
outboundDialing
When an agent dials a number to make an outbound call
outboundDialing
{
"event": "outboundDialing",
"response": {
"loginId": "8001",
"dialog": {
"id": "gnaubb7cvfnbubgn1nur",
"ani": "1101",
"customerNumber": "1101",
"associatedDialogUri": null,
"callbackNumber": null,
"outboundClassification": null,
"scheduledCallbackInfo": null,
"isCallEnded": 0,
"eventType": "PUT",
"callType": "OUT",
"queueName": null,
"queueType": null,
"dialedNumber": "1101",
"dnis": "1101",
"serviceIdentifier": "7878",
"secondaryId": null,
"state": "INITIATING",
"isCallAlreadyActive": false,
"wrapUpReason": null,
"wrapUpItems": null,
"callEndReason": null,
"fromAddress": "8001",
"callVariables": {
"CallVariable": []
},
"participants": [
{
"actions": {
"action": [
"TRANSFER_SST",
"HOLD",
"SEND_DTMF",
"DROP"
]
},
"mediaAddress": "8001",
"mediaAddressType": "SIP.js/0.21.2-CTI/Expertflow",
"startTime": "2026-04-20T08:41:57.375Z",
"state": "INITIATING",
"stateCause": null,
"stateChangeTime": "2026-04-20T08:41:57.375Z",
"mute": false
}
],
"mediaType": "audio",
"channelType": "VOICE",
"primaryDN": null
}
}
}
dialogId = incomingData.response.dialog.id
direction = incomingData.response.dialog.callType
PhoneNumber = incomingData.response.dialog.dialedNumber
ConsultCall
When an agent consults a call with another Agent
ConsultCall
{
"response": {
"loginId": "8003",
"dialog": {
"id": "gnaubi8ejre779jq5p9d",
"ani": "8001",
"customerNumber": "1101",
"associatedDialogUri": null,
"callbackNumber": null,
"outboundClassification": null,
"scheduledCallbackInfo": null,
"isCallEnded": 0,
"eventType": "PUT",
"callType": "CONSULT",
"queueName": null,
"queueType": null,
"dialedNumber": "7878",
"dnis": "7878",
"serviceIdentifier": "7878",
"secondaryId": null,
"state": "ALERTING",
"isCallAlreadyActive": false,
"wrapUpReason": null,
"wrapUpItems": null,
"callEndReason": null,
"fromAddress": "8001",
"callVariables": {
"CallVariable": []
},
"participants": [
{
"actions": {
"action": [
"ANSWER"
]
},
"mediaAddress": "8003",
"mediaAddressType": "SIP.js/0.21.2-CTI/Expertflow",
"startTime": "2026-04-20T08:38:52.340Z",
"state": "ALERTING",
"stateCause": null,
"stateChangeTime": "2026-04-20T08:38:52.340Z",
"mute": false
}
],
"mediaType": "audio",
"channelType": "VOICE",
"primaryDN": null
}
},
"event": "ConsultCall"
}
dialogId = incomingData.response.dialog.id
direction = incomingData.response.dialog.callType
PhoneNumber = incomingData.response.dialog.customerNumber
CONSULT_TRANSFER
When an agent transfer the call after the consult to another agent
CONSULT_TRANSFER
{
"response": {
"loginId": "8003",
"dialog": {
"id": "rcsnrrpdpk7j6kqph47t",
"ani": "8001",
"customerNumber": "1101",
"associatedDialogUri": null,
"callbackNumber": null,
"outboundClassification": null,
"scheduledCallbackInfo": null,
"isCallEnded": 1,
"eventType": "PUT",
"callType": "CONSULT_TRANSFER",
"queueName": null,
"queueType": null,
"dialedNumber": "7878",
"dnis": "7878",
"serviceIdentifier": "7878",
"secondaryId": null,
"state": "ACTIVE",
"isCallAlreadyActive": true,
"wrapUpReason": null,
"wrapUpItems": null,
"callEndReason": null,
"fromAddress": "1101",
"callVariables": {
"CallVariable": []
},
"participants": [
{
"actions": {
"action": [
"ANSWER"
]
},
"mediaAddress": "8003",
"mediaAddressType": "SIP.js/0.21.2-CTI/Expertflow",
"startTime": "2026-04-20T08:43:56.085Z",
"state": "ACTIVE",
"stateCause": null,
"stateChangeTime": "2026-04-20T08:43:56.085Z",
"mute": false
}
],
"mediaType": "audio",
"channelType": "VOICE",
"primaryDN": null
}
},
"event": "dialogState"
}
dialogId = incomingData.response.dialog.id
direction = incomingData.response.dialog.callType
PhoneNumber = incomingData.response.dialog.customerNumber
SERVICE_UNAVAILABLE
When the service is unavailable
dialogState
{
"event": "dialogState",
"response": {
"loginId": "8001",
"dialog": {
"id": "gnaubnevl0etijq600cl",
"ani": "1101",
"customerNumber": "1101",
"associatedDialogUri": null,
"callbackNumber": null,
"outboundClassification": null,
"scheduledCallbackInfo": null,
"isCallEnded": 1,
"eventType": "PUT",
"callType": "OUT",
"queueName": null,
"queueType": null,
"dialedNumber": "1101",
"dnis": "1101",
"serviceIdentifier": "7878",
"secondaryId": null,
"state": "DROPPED",
"isCallAlreadyActive": false,
"wrapUpReason": null,
"wrapUpItems": null,
"callEndReason": "SERVICE_UNAVAILABLE",
"fromAddress": "8001",
"callVariables": {
"CallVariable": []
},
"participants": [
{
"actions": {
"action": [
"TRANSFER_SST",
"HOLD",
"SEND_DTMF",
"DROP"
]
},
"mediaAddress": "8001",
"mediaAddressType": "SIP.js/0.21.2-CTI/Expertflow",
"startTime": "2026-04-20T08:45:27.867Z",
"state": "DROPPED",
"stateCause": null,
"stateChangeTime": "2026-04-20T08:45:30.952Z",
"mute": false
}
],
"mediaType": "audio",
"channelType": "VOICE",
"primaryDN": null
}
}
}
end_callID = incomingData.response.dialog.id;
Outbound Dropped
When the agent ends the call before customer accepts the call.
dialogState
{
"event": "dialogState",
"response": {
"loginId": "8001",
"dialog": {
"id": "gnaubnevl0etijq600cl",
"ani": "1101",
"customerNumber": "1101",
"associatedDialogUri": null,
"callbackNumber": null,
"outboundClassification": null,
"scheduledCallbackInfo": null,
"isCallEnded": 1,
"eventType": "PUT",
"callType": "OUT",
"queueName": null,
"queueType": null,
"dialedNumber": "1101",
"dnis": "1101",
"serviceIdentifier": "7878",
"secondaryId": null,
"state": "DROPPED",
"isCallAlreadyActive": false,
"wrapUpReason": null,
"wrapUpItems": null,
"callEndReason": "Request Terminated",
"fromAddress": "8001",
"callVariables": {
"CallVariable": []
},
"participants": [
{
"actions": {
"action": [
"TRANSFER_SST",
"HOLD",
"SEND_DTMF",
"DROP"
]
},
"mediaAddress": "8001",
"mediaAddressType": "SIP.js/0.21.2-CTI/Expertflow",
"startTime": "2026-04-20T08:45:27.867Z",
"state": "DROPPED",
"stateCause": null,
"stateChangeTime": "2026-04-20T08:45:30.952Z",
"mute": false
}
],
"mediaType": "audio",
"channelType": "VOICE",
"primaryDN": null
}
}
}
end_callID = incomingData?.response?.dialog?.id;
dialogState (Silent Monitor)
When a supervisor silent monitors the dialog
dialogState and Monitoring
{
"event": "dialogState",
"response": {
"loginId": "8003",
"dialog": {
"id": "trm4lpq7mjhuedag4ulk",
"ani": "1101",
"customerNumber": "1101",
"associatedDialogUri": null,
"callbackNumber": null,
"outboundClassification": null,
"scheduledCallbackInfo": null,
"isCallEnded": 0,
"eventType": "PUT",
"callType": "MONITORING",
"queueName": null,
"queueType": null,
"dialedNumber": "1101",
"dnis": "1101",
"serviceIdentifier": "7878",
"secondaryId": null,
"state": "ACTIVE",
"isCallAlreadyActive": false,
"wrapUpReason": null,
"wrapUpItems": null,
"callEndReason": null,
"fromAddress": "8003",
"callVariables": {
"CallVariable": [
{
"name": "callVariable0",
"value": ""
}
]
},
"participants": [
{
"actions": {
"action": [
"TRANSFER_SST",
"HOLD",
"SEND_DTMF",
"DROP"
]
},
"mediaAddress": "8003",
"mediaAddressType": "SIP.js/0.21.2-CTI/Expertflow",
"startTime": "2026-04-20T08:47:11.485Z",
"state": "ACTIVE",
"stateCause": null,
"stateChangeTime": "2026-04-20T08:47:11.485Z",
"mute": false
}
],
"mediaType": "audio",
"channelType": "VOICE",
"primaryDN": null
}
}
}
dialogId = incomingData.response.dialog.id
PhoneNumber = incomingData.response.dialog.customerNumber
dialogState (BARGE_CONFERENCE)
When a supervisor barges in after the silent Monitor
BARGE_CONFERENCE
{
"response": {
"loginId": "8003",
"dialog": {
"id": "rcsnr8uqsk04p3egj6dg",
"ani": "1101",
"customerNumber": "1101",
"associatedDialogUri": null,
"callbackNumber": null,
"outboundClassification": null,
"scheduledCallbackInfo": null,
"isCallEnded": 0,
"eventType": "PUT",
"callType": "BARGE_CONFERENCE",
"queueName": null,
"queueType": null,
"dialedNumber": "1101",
"dnis": "1101",
"serviceIdentifier": "7878",
"secondaryId": null,
"state": "ACTIVE",
"isCallAlreadyActive": true,
"wrapUpReason": null,
"wrapUpItems": null,
"callEndReason": null,
"fromAddress": "1101",
"callVariables": {
"CallVariable": [
{
"name": "callVariable0",
"value": ""
}
]
},
"participants": [
{
"actions": {
"action": [
"TRANSFER_SST",
"HOLD",
"SEND_DTMF",
"DROP"
]
},
"mediaAddress": "8003",
"mediaAddressType": "SIP.js/0.21.2-CTI/Expertflow",
"startTime": "2026-04-20T08:48:06.461Z",
"state": "ACTIVE",
"stateCause": null,
"stateChangeTime": "2026-04-20T08:48:06.461Z",
"mute": false
},
{
"actions": {
"action": [
"TRANSFER_SST",
"HOLD",
"SEND_DTMF",
"DROP"
]
},
"mediaAddress": "8001",
"mediaAddressType": "SIP.js/0.21.2-CTI/Expertflow",
"startTime": "2026-04-20T08:48:06.456Z",
"state": "ACTIVE",
"stateCause": null,
"stateChangeTime": "2026-04-20T08:48:06.456Z",
"mute": false
},
{
"actions": {
"action": [
"TRANSFER_SST",
"HOLD",
"SEND_DTMF",
"DROP"
]
},
"mediaAddress": "1101",
"mediaAddressType": "SIP.js/0.21.2-CTI/Expertflow",
"startTime": "2026-04-20T08:48:06.456Z",
"state": "ACTIVE",
"stateCause": null,
"stateChangeTime": "2026-04-20T08:48:06.456Z",
"mute": false
}
],
"mediaType": "audio",
"channelType": "VOICE",
"primaryDN": null
}
},
"event": "dialogState"
}
ID = incomingData?.response?.dialog?.id
Dialog_Ended
When Voice Call ends,
Dialog_Ended
{
"eventName": "Dialog_Ended",
"agentData": {
"conversationId": "69e5e729975fda5df5c4b3c9",
"agentData": {
"id": "0fc94aa4-a132-4048-9b89-1bdabc64bea8",
"header": {
"channelData": {
"channelCustomerIdentifier": "1101",
"serviceIdentifier": "7878",
"additionalAttributes": [
{
"key": "conversationId",
"type": "String2000",
"value": "69e5e729975fda5df5c4b3c9"
}
]
},
"customer": {
"_id": "699484356b2ffaf6562428bd",
"firstName": "1101",
"phoneNumber": [],
"voice": [
"1101"
],
"isAnonymous": true,
"__v": 0
},
"language": {},
"timestamp": 1776674664000,
"securityInfo": {},
"stamps": [],
"intent": "CALL_LEG_ENDED",
"entities": {},
"sender": {
"id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"senderName": "sharjeel_sup1",
"type": "AGENT",
"additionalDetail": {}
},
"conversationId": "69e5e729975fda5df5c4b3c9"
},
"body": {
"type": "VOICE",
"markdownText": null,
"reasonCode": "DIALOG_ENDED",
"leg": "rcsnrrpdpk7j6kqph47t:8003:1101:1776674636000",
"callId": "rcsnrrpdpk7j6kqph47t",
"dialog": {
"id": "rcsnrrpdpk7j6kqph47t",
"ani": "8001",
"customerNumber": "1101",
"associatedDialogUri": null,
"callbackNumber": null,
"outboundClassification": null,
"scheduledCallbackInfo": null,
"isCallEnded": 1,
"eventType": "PUT",
"callType": "CONSULT_TRANSFER",
"queueName": null,
"queueType": null,
"dialedNumber": "7878",
"dnis": "7878",
"serviceIdentifier": "7878",
"secondaryId": null,
"state": "DROPPED",
"isCallAlreadyActive": false,
"wrapUpReason": null,
"wrapUpItems": null,
"callEndReason": null,
"fromAddress": "1101",
"callVariables": {
"CallVariable": []
},
"participants": [
{
"actions": {
"action": [
"ANSWER"
]
},
"mediaAddress": "8003",
"mediaAddressType": "SIP.js/0.21.2-CTI/Expertflow",
"startTime": "2026-04-20T08:43:56.085Z",
"state": "DROPPED",
"stateCause": null,
"stateChangeTime": "2026-04-20T08:44:24.770Z",
"mute": false
}
],
"mediaType": "audio",
"channelType": "VOICE",
"primaryDN": null
},
"endingReason": null
}
}
}
}
ended_ID = incomingData.agentData.agentData.body.dialog.id;
dialog_conversation_ID = incomingData.agentData.agentData.header.conversationId
AGENT_TASK_STATE
When an agent receives an inbound conversation whether it is consult or Transfer like chat, email, WhatsApp etc.
Inbound Chat, Email
{
"eventName": "AGENT_TASK_STATE",
"agentData": {
"conversationId": "69e5cd7c975fda5df5c42eff",
"channelSession": {
"participantType": "ChannelSession",
"id": "69e5cd7bc8097571dbf0821f",
"channel": {
"id": "699412b709894b1594052217",
"calendarId": "",
"name": "Web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "699412b709894b159405221d",
"name": null
},
"channelConfig": {
"id": "699412b709894b159405221e",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "69941158f749f6253c3166d1",
"agentRequestTtl": 120
},
"botId": "69940f10ea8bed7df94b6cd9"
},
"channelConnector": {
"id": "6994109209894b1594052206",
"name": "Web",
"channelProviderInterface": {
"id": "6994103809894b1594052204",
"name": "Web",
"supportedChannelTypes": [
{
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6994109209894b1594052208",
"name": null
}
},
"channelType": {
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
},
"customer": {
"_id": "69941e2d6b2ffaf656242679",
"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1062"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "1062",
"serviceIdentifier": "1122",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.42283231671833776,
"formId": "69940e3c90a8dcc183c8b2e3",
"filledBy": "web-widget",
"attributes": [
{
"value": "Sharjeel Akram",
"key": "name",
"type": "string"
},
{
"value": "sharjeel.akram@expertflow.com",
"key": "email",
"type": "string"
},
{
"value": "1062",
"key": "phone",
"type": "string"
}
],
"createdOn": "2026-04-20T06:53:46.542Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"taskId": "faaba05f-7652-45d4-95b5-26bff0ea63a7:2ae99359-50d2-40c4-b637-aad9568f25fc",
"taskState": {
"name": "RESERVED"
},
"taskDirection": "INBOUND",
"queue": {
"id": "69941158f749f6253c3166d1",
"name": "default-queue"
},
"note": null,
"requestedBy": null,
"tenantId": "expertflow",
"correlationId": "7965445a-1a75-4068-a774-a3e2be8a66fb"
}
}
mediaType = incomingData.agentData?.channelSession?.channel?.name;
conversationId = incomingData.agentData.conversationId
direction = incomingData.agentData.taskState.name
phoneNumber = incomingData.agentData.channelSession.channelData.channelCustomerIdentifier
taskStateName = incomingData.agentData.taskState.name;
taskStateName === "RESERVED" ? "INBOUND" : "OUTBOUND"
AGENT_TASK_STATE (include topicData)
When conversation is answered by the agent
After the chat is accepted
{
"eventName": "AGENT_TASK_STATE",
"agentData": {
"topicData": {
"id": "69e5cd7c975fda5df5c42eff",
"customer": {
"_id": "69941e2d6b2ffaf656242679",
"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1062"
]
},
"channelSession": {
"participantType": "ChannelSession",
"id": "69e5cd7bc8097571dbf0821f",
"channel": {
"id": "699412b709894b1594052217",
"calendarId": "",
"name": "Web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "699412b709894b159405221d",
"name": null
},
"channelConfig": {
"id": "699412b709894b159405221e",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "69941158f749f6253c3166d1",
"agentRequestTtl": 120
},
"botId": "69940f10ea8bed7df94b6cd9"
},
"channelConnector": {
"id": "6994109209894b1594052206",
"name": "Web",
"channelProviderInterface": {
"id": "6994103809894b1594052204",
"name": "Web",
"supportedChannelTypes": [
{
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6994109209894b1594052208",
"name": null
}
},
"channelType": {
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
},
"customer": {
"_id": "69941e2d6b2ffaf656242679",
"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1062"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "1062",
"serviceIdentifier": "1122",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
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{
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},
{
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},
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},
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"active": true
},
"data": {
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"header": {
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"type": "APP",
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},
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},
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"timestamp": 1776668031855,
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"stamps": [],
"intent": "WIDGET_FORM_ACTIVITY",
"entities": {},
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"conversationId": "69e5cd7c975fda5df5c42eff",
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},
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"channelSession": {
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"tenant": {
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},
"channelConfig": {
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},
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},
"routingPolicy": {
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},
"botId": "69940f10ea8bed7df94b6cd9"
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"channelConnector": {
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}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
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},
"channelProviderConfigs": [],
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},
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},
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},
"formData": {
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"filledBy": "web-widget",
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{
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},
{
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}
],
"createdOn": "2026-04-20T06:53:46.542Z"
}
}
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]
},
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},
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},
"state": {
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},
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"active": true
}
},
"body": {
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"markdownText": null,
"formId": "69940e3c90a8dcc183c8b2e3",
"additionalDetail": {
"actor": {
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"id": "69941e2d6b2ffaf656242679"
},
"submissionSource": "Pre-chat",
"review": null,
"reviewer": null,
"agentReviewed": null
},
"sentiment": {
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"color": null
},
"formWeightage": null,
"formScore": null,
"formTitle": "Web-Chat",
"sections": [
{
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"attributeType": "INPUT",
"skipType": null,
"attributeAttachment": "",
"answer": [
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]
},
{
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"attributeType": "INPUT",
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"answer": [
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},
{
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"attributeType": "INPUT",
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]
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},
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},
{
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"type": "NOTIFICATION",
"timestamp": "2026-04-20T06:53:53.149+00:00",
"conversationId": "69e5cd7c975fda5df5c42eff",
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},
"channelSession": {
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"id": "69e5cd7bc8097571dbf0821f",
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},
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},
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},
"botId": "69940f10ea8bed7df94b6cd9"
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"channelConnector": {
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}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
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},
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"tenant": {
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},
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},
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"__v": 0,
"web": [
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},
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"additionalAttributes": [
{
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},
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},
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],
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},
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},
"state": {
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"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": [
{
"key": "name",
"value": "Sharjeel Akram",
"type": "STRING"
},
{
"key": "email",
"value": "sharjeel.akram@expertflow.com",
"type": "STRING"
},
{
"key": "phone",
"value": "1062",
"type": "STRING"
}
],
"roomInfo": {
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}
}
],
"holdTimerDetails": {
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"startTime": null
},
"agentHandRaise": {
"handRaised": false,
"agentNames": []
},
"externalGadgets": [],
"wrapUps": [],
"topicParticipant": {
"id": "020770cc-4dd5-4627-b837-d6d02e2608ad",
"type": "AGENT",
"participant": {
"id": "97bd8910-c396-4bf9-9ee3-374d38d3a9c2",
"participantType": "CCUser",
"keycloakUser": {
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"firstName": "Sharjeel",
"lastName": "Akram",
"username": "sharjeel1",
"roles": [
"default-roles-expertflow",
"agent"
],
"realm": "expertflow",
"attributes": {
"agentExtension": [
"8001"
],
"supervisor": [
"sharjeel_sup1"
]
},
"userTeam": {
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"teamName": "sharjeel_team"
},
"supervisedTeams": [],
"permittedResources": {
"Resources": [
{
"scopes": [
"POST",
"GET",
"PUT"
],
"rsid": "d6316efd-0e3d-4bd4-a1fc-d9c10b268d04",
"rsname": "cimCustomer-apis"
},
{
"scopes": [
"POST",
"GET"
],
"rsid": "f0aa0925-622f-420d-b32b-e0fab1e4821a",
"rsname": "ccm-apis"
},
{
"scopes": [
"GET"
],
"rsid": "4ce436e9-d315-40b2-a5f3-b565b7032b17",
"rsname": "conversationManager-apis"
},
{
"scopes": [
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"GET"
],
"rsid": "e445c336-3875-4740-9284-64cf61bcbf7a",
"rsname": "fileEngine-apis"
},
{
"scopes": [
"GET"
],
"rsid": "8fea081d-9802-4647-8305-c74d61bdd612",
"rsname": "unifiedAdmin-apis"
},
{
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"manage_state_change"
],
"rsid": "46d72ca9-1ffb-40e5-81fa-4a062c30d4ca",
"rsname": "state-change"
},
{
"scopes": [
"assign_label"
],
"rsid": "34a79423-6ae5-449e-a3ce-a74117cc1cf3",
"rsname": "customer-labels"
},
{
"scopes": [
"POST",
"GET"
],
"rsid": "c5b9bf91-ea57-4729-8235-17da219d0756",
"rsname": "agentManager-apis"
},
{
"scopes": [
"view_history",
"view_history_active_customer ",
"view_leave_chat",
"view_direct_transfer",
"view_wrap_up",
"view_initiate_chat",
"view_conference",
"view_consult"
],
"rsid": "ded36e61-24ed-4e46-9e15-bed31b023218",
"rsname": "agent-conversation-control"
},
{
"scopes": [
"GET"
],
"rsid": "f5cc3e42-63ad-4c2a-9988-67381b776fb8",
"rsname": "routingEngine-apis"
},
{
"scopes": [
"view"
],
"rsid": "3b91c66d-52ce-4864-b4d8-8a2f44855198",
"rsname": "recording-link"
},
{
"scopes": [
"GET"
],
"rsid": "a640177b-fc7b-413c-94fe-7b9fe55b63ac",
"rsname": "teamAnnouncement-apis"
},
{
"scopes": [
"view"
],
"rsid": "39d4e47f-f378-45ae-8b10-475854bff5ca",
"rsname": "agent-dashboard"
},
{
"scopes": [
"view"
],
"rsid": "6882478c-f490-43bf-ba81-145ea80c45a4",
"rsname": "subscribed-list"
},
{
"scopes": [
"masked_pii",
"view",
"view_in_conversation",
"manage_in_conversation"
],
"rsid": "f21f264e-8e74-4bb1-b8aa-114c8914285f",
"rsname": "customer"
},
{
"scopes": [
"view"
],
"rsid": "e1c5ce61-e060-4ae9-a6be-b3006287869c",
"rsname": "conversation-studio"
}
]
}
},
"associatedRoutingAttributes": []
},
"token": null,
"conversationId": "69e5cd7c975fda5df5c42eff",
"role": "PRIMARY",
"userCredentials": null,
"state": "SUBSCRIBED"
}
},
"correlationId": "49f0692e-97f9-490d-976d-59354ae08e41",
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"taskId": "faaba05f-7652-45d4-95b5-26bff0ea63a7:2ae99359-50d2-40c4-b637-aad9568f25fc"
}
}
topicdata = incomingData.agentData.topicData
SILENT_MONITOR
When a supervisor silent monitors the ongoing conversation
Conversation Silent Monitor
{
"eventName": "SILENT_MONITOR",
"agentData": {
"topicData": {
"id": "69e5cd7c975fda5df5c42eff",
"customer": {
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"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
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]
},
"channelSession": {
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"id": "69e5cd7bc8097571dbf0821f",
"channel": {
"id": "699412b709894b1594052217",
"calendarId": "",
"name": "Web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "699412b709894b159405221d",
"name": null
},
"channelConfig": {
"id": "699412b709894b159405221e",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
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"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "69941158f749f6253c3166d1",
"agentRequestTtl": 120
},
"botId": "69940f10ea8bed7df94b6cd9"
},
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],
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]
},
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},
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}
mediaType = incomingData.topicData.agentData?.channelSession?.channel?.name;
conversationId = incomingData.agentData.conversationId
direction = "SILENT_MONITOR"
phoneNumber = incomingData.topicData.agentData.channelSession.channelData.channelCustomerIdentifier
PARTICIPANT_ROLE_CHANGED (role whisper)
When a supervisor whispers the ongoing conversation
Whispers the ongoing conversation
{
"eventName": "PARTICIPANT_ROLE_CHANGED",
"agentData": {
"id": "69e5d2a3975fda5df5c43ee0",
"name": "PARTICIPANT_ROLE_CHANGED",
"type": "NOTIFICATION",
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"name": "Web",
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"channelLogo": "_WEB.svg",
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],
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},
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}
},
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"isInteractive": true,
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}
},
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},
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},
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"formId": "69940e3c90a8dcc183c8b2e3",
"filledBy": "web-widget",
"attributes": [
{
"value": "Sharjeel Akram",
"key": "name",
"type": "string"
},
{
"value": "sharjeel.akram@expertflow.com",
"key": "email",
"type": "string"
},
{
"value": "1062",
"key": "phone",
"type": "string"
}
],
"createdOn": "2026-04-20T06:53:46.542Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
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},
"isActive": true,
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomInfo": {
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"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"conversationParticipant": {
"type": "AGENT",
"role": "WHISPER",
"participant": {
"participantType": "CCUser",
"createdBy": null,
"createdDate": null,
"updatedBy": null,
"updatedDate": null,
"id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"keycloakUser": {
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"firstName": "Sharjeel",
"lastName": "Supervisor 1",
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"quality-manager",
"supervisor"
],
"username": "sharjeel_sup1",
"permittedResources": {
"Resources": [
{
"rsid": "ca8c9649-e335-43c1-8323-7d0000696479",
"rsname": "agent-attributes",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "53407139-3c7b-4d1e-bdc5-a2600ce47fd4",
"rsname": "agent-desk-setting",
"scopes": [
"view"
]
},
{
"rsid": "d6316efd-0e3d-4bd4-a1fc-d9c10b268d04",
"rsname": "cimCustomer-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
]
},
{
"rsid": "f0aa0925-622f-420d-b32b-e0fab1e4821a",
"rsname": "ccm-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "4ce436e9-d315-40b2-a5f3-b565b7032b17",
"rsname": "conversationManager-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "871e9107-3f96-4a25-9351-b0f9cf4d270a",
"rsname": "mrd",
"scopes": [
"view"
]
},
{
"rsid": "e445c336-3875-4740-9284-64cf61bcbf7a",
"rsname": "fileEngine-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "0bc070a0-9e33-40d2-ab75-8b9887773038",
"rsname": "agent-mrd",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "4a9c8eae-f37a-422c-a04f-45620cf02bca",
"rsname": "botFramework-apis",
"scopes": [
"GET"
]
},
{
"rsid": "d41c5283-0e6c-4199-baa3-56ecc2929e4e",
"rsname": "quality-management",
"scopes": [
"view",
"conversation-list-manage",
"schedules-manage",
"configurations-view",
"manage",
"reviews-manage"
]
},
{
"rsid": "8fea081d-9802-4647-8305-c74d61bdd612",
"rsname": "unifiedAdmin-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
]
},
{
"rsid": "754ea0cd-850b-4a56-aa35-2707f9fcdc93",
"rsname": "customer-schema",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "f1f2bca9-b75b-4df7-92c4-126cd203b9dc",
"rsname": "qmBackend-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PATCH",
"PUT"
]
},
{
"rsid": "5f6b1b1b-6d7d-4dcc-b6e7-8956f91d58d3",
"rsname": "forms",
"scopes": [
"view"
]
},
{
"rsid": "51789ad1-2aec-4ab3-999c-177d34edaaee",
"rsname": "routing-attribute",
"scopes": [
"view"
]
},
{
"rsid": "cc50dacf-c8b6-4662-9368-d47d792e3fdc",
"rsname": "surveryBackend-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
]
},
{
"rsid": "46d72ca9-1ffb-40e5-81fa-4a062c30d4ca",
"rsname": "state-change",
"scopes": [
"manage_state_change"
]
},
{
"rsid": "e34b739c-087b-4214-8323-2b7dca8104e8",
"rsname": "business-calendar",
"scopes": [
"view"
]
},
{
"rsid": "50a4d943-24b4-46ec-a059-5bc5879f537a",
"rsname": "routing-engine",
"scopes": [
"view"
]
},
{
"rsid": "b11e3553-5687-4fde-9b16-5e58bc1ca6a3",
"rsname": "teams",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "34a79423-6ae5-449e-a3ce-a74117cc1cf3",
"rsname": "customer-labels",
"scopes": [
"assign_label",
"manage"
]
},
{
"rsid": "c5b9bf91-ea57-4729-8235-17da219d0756",
"rsname": "agentManager-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "ded36e61-24ed-4e46-9e15-bed31b023218",
"rsname": "agent-conversation-control",
"scopes": [
"view_history",
"view_history_active_customer ",
"view_leave_chat",
"view_direct_transfer",
"view_wrap_up",
"view_initiate_chat",
"view_conference",
"view_consult"
]
},
{
"rsid": "5c0ac0cf-622d-4e99-a6b8-0fd1b5374b7e",
"rsname": "general-settings",
"scopes": [
"view"
]
},
{
"rsid": "6abf864f-c34d-4c72-a312-1da13510370e",
"rsname": "supervisor",
"scopes": [
"view_all"
]
},
{
"rsid": "f5cc3e42-63ad-4c2a-9988-67381b776fb8",
"rsname": "routingEngine-apis",
"scopes": [
"GET",
"PUT"
]
},
{
"rsid": "3b91c66d-52ce-4864-b4d8-8a2f44855198",
"rsname": "recording-link",
"scopes": [
"view",
"view_all"
]
},
{
"rsid": "a640177b-fc7b-413c-94fe-7b9fe55b63ac",
"rsname": "teamAnnouncement-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
]
},
{
"rsid": "8183bf4e-561d-457a-ad11-3dc878519a4e",
"rsname": "reason-code",
"scopes": [
"view"
]
},
{
"rsid": "53f65843-645c-460a-ab97-0b362e6999d6",
"rsname": "pull-mode-list",
"scopes": [
"view"
]
},
{
"rsid": "4d1b5801-dfbd-4db1-a6b6-8f18d6c58114",
"rsname": "channel-manager",
"scopes": [
"view"
]
},
{
"rsid": "39d4e47f-f378-45ae-8b10-475854bff5ca",
"rsname": "agent-dashboard",
"scopes": [
"view"
]
},
{
"rsid": "24abe54e-4c26-461f-8e44-9f982ed7e3ea",
"rsname": "businessCalendar-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
]
},
{
"rsid": "d93b537a-cc8d-4acd-be3d-36874857d104",
"rsname": "bot-settings",
"scopes": [
"view"
]
},
{
"rsid": "6882478c-f490-43bf-ba81-145ea80c45a4",
"rsname": "subscribed-list",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "3ee384c6-a7bd-4662-954e-92be400f1767",
"rsname": "queue",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "77e104ef-a386-4453-a9be-7f88f5fb67d3",
"rsname": "licenseManager-apis",
"scopes": [
"GET"
]
},
{
"rsid": "f21f264e-8e74-4bb1-b8aa-114c8914285f",
"rsname": "customer",
"scopes": [
"masked_pii",
"view",
"view_in_conversation",
"view_pii",
"manage_in_conversation",
"manage"
]
},
{
"rsid": "48814ef9-9a96-4180-9bd6-1b944ce5e8fc",
"rsname": "web-widget",
"scopes": [
"view"
]
},
{
"rsid": "e1c5ce61-e060-4ae9-a6be-b3006287869c",
"rsname": "conversation-studio",
"scopes": [
"view"
]
}
]
},
"realm": "expertflow",
"attributes": {
"agentExtension": [
"8003"
]
},
"userTeam": {
"teamId": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"teamName": "sharjeel_team"
},
"supervisedTeams": [
{
"_id": "69941aa590a8dcc183c8b317",
"team_name": "sharjeel_team",
"team_Id": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"supervisor_Id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"source": "CX",
"isDeleted": false,
"createdBy": "f048f682-cee9-4c4f-98ba-99c396799231",
"updatedBy": "f048f682-cee9-4c4f-98ba-99c396799231",
"created_by": "admin",
"createdAt": "2026-02-17T07:37:09.880Z",
"updatedAt": "2026-04-20T06:13:32.136Z",
"__v": 0,
"teamId": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"teamName": "sharjeel_team",
"supervisor": {
"id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"username": "sharjeel_sup1",
"firstName": "Sharjeel",
"lastName": "Supervisor 1",
"roles": [
"agent",
"supervisor"
]
},
"secondarySupervisors": []
}
]
},
"associatedRoutingAttributes": [],
"associatedMrds": [],
"deleted": false
},
"id": "3a2698b9-80f8-4259-97af-63203b996031",
"joiningTime": 1776668866869,
"token": null,
"conversationId": "69e5cd7c975fda5df5c42eff",
"isActive": true,
"userCredentials": null,
"state": "SUBSCRIBED",
"stateChangedOn": null
},
"metadata": {
"reason": null
}
},
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"action": "participantRoleChanged"
}
}
We update the state of already maintained conversation.
role = incomingData?.agentData?.data?.conversationParticipant?.role //"WHISPER"
conversationId = incomingData.agentData.conversationId
We can extract relevant information from the below given object:
payload = incomingData.agentData.channelSession
PARTICIPANT_ROLE_CHANGED (role primary)
When a supervisor barges in after the silent monitor or whisper.
BargeIn or Conference the Chat
{
"eventName": "PARTICIPANT_ROLE_CHANGED",
"agentData": {
"id": "69e5d405975fda5df5c4443e",
"name": "PARTICIPANT_ROLE_CHANGED",
"type": "NOTIFICATION",
"timestamp": 1776669701995,
"conversationId": "69e5cd7c975fda5df5c42eff",
"eventEmitter": {
"id": "38327e73-4a21-4ad4-a958-a6385c8636aa",
"type": "BOT",
"senderName": "CONVERSATION_MANAGER",
"additionalDetail": null
},
"channelSession": {
"participantType": "ChannelSession",
"id": "69e5cd7bc8097571dbf0821f",
"channel": {
"id": "699412b709894b1594052217",
"calendarId": "",
"name": "Web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "699412b709894b159405221d",
"name": null
},
"channelConfig": {
"id": "699412b709894b159405221e",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "69941158f749f6253c3166d1",
"agentRequestTtl": 120
},
"botId": "69940f10ea8bed7df94b6cd9"
},
"channelConnector": {
"id": "6994109209894b1594052206",
"name": "Web",
"channelProviderInterface": {
"id": "6994103809894b1594052204",
"name": "Web",
"supportedChannelTypes": [
{
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6994109209894b1594052208",
"name": null
}
},
"channelType": {
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
},
"customer": {
"_id": "69941e2d6b2ffaf656242679",
"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1062"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "1062",
"serviceIdentifier": "1122",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.42283231671833776,
"formId": "69940e3c90a8dcc183c8b2e3",
"filledBy": "web-widget",
"attributes": [
{
"value": "Sharjeel Akram",
"key": "name",
"type": "string"
},
{
"value": "sharjeel.akram@expertflow.com",
"key": "email",
"type": "string"
},
{
"value": "1062",
"key": "phone",
"type": "string"
}
],
"createdOn": "2026-04-20T06:53:46.542Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"conversationParticipant": {
"type": "AGENT",
"role": "PRIMARY",
"participant": {
"participantType": "CCUser",
"createdBy": null,
"createdDate": null,
"updatedBy": null,
"updatedDate": null,
"id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"keycloakUser": {
"id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"firstName": "Sharjeel",
"lastName": "Supervisor 1",
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"quality-manager",
"supervisor"
],
"username": "sharjeel_sup1",
"permittedResources": {
"Resources": [
{
"rsid": "ca8c9649-e335-43c1-8323-7d0000696479",
"rsname": "agent-attributes",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "53407139-3c7b-4d1e-bdc5-a2600ce47fd4",
"rsname": "agent-desk-setting",
"scopes": [
"view"
]
},
{
"rsid": "d6316efd-0e3d-4bd4-a1fc-d9c10b268d04",
"rsname": "cimCustomer-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
]
},
{
"rsid": "f0aa0925-622f-420d-b32b-e0fab1e4821a",
"rsname": "ccm-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "4ce436e9-d315-40b2-a5f3-b565b7032b17",
"rsname": "conversationManager-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "871e9107-3f96-4a25-9351-b0f9cf4d270a",
"rsname": "mrd",
"scopes": [
"view"
]
},
{
"rsid": "e445c336-3875-4740-9284-64cf61bcbf7a",
"rsname": "fileEngine-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "0bc070a0-9e33-40d2-ab75-8b9887773038",
"rsname": "agent-mrd",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "4a9c8eae-f37a-422c-a04f-45620cf02bca",
"rsname": "botFramework-apis",
"scopes": [
"GET"
]
},
{
"rsid": "d41c5283-0e6c-4199-baa3-56ecc2929e4e",
"rsname": "quality-management",
"scopes": [
"view",
"conversation-list-manage",
"schedules-manage",
"configurations-view",
"manage",
"reviews-manage"
]
},
{
"rsid": "8fea081d-9802-4647-8305-c74d61bdd612",
"rsname": "unifiedAdmin-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
]
},
{
"rsid": "754ea0cd-850b-4a56-aa35-2707f9fcdc93",
"rsname": "customer-schema",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "f1f2bca9-b75b-4df7-92c4-126cd203b9dc",
"rsname": "qmBackend-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PATCH",
"PUT"
]
},
{
"rsid": "5f6b1b1b-6d7d-4dcc-b6e7-8956f91d58d3",
"rsname": "forms",
"scopes": [
"view"
]
},
{
"rsid": "51789ad1-2aec-4ab3-999c-177d34edaaee",
"rsname": "routing-attribute",
"scopes": [
"view"
]
},
{
"rsid": "cc50dacf-c8b6-4662-9368-d47d792e3fdc",
"rsname": "surveryBackend-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
]
},
{
"rsid": "46d72ca9-1ffb-40e5-81fa-4a062c30d4ca",
"rsname": "state-change",
"scopes": [
"manage_state_change"
]
},
{
"rsid": "e34b739c-087b-4214-8323-2b7dca8104e8",
"rsname": "business-calendar",
"scopes": [
"view"
]
},
{
"rsid": "50a4d943-24b4-46ec-a059-5bc5879f537a",
"rsname": "routing-engine",
"scopes": [
"view"
]
},
{
"rsid": "b11e3553-5687-4fde-9b16-5e58bc1ca6a3",
"rsname": "teams",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "34a79423-6ae5-449e-a3ce-a74117cc1cf3",
"rsname": "customer-labels",
"scopes": [
"assign_label",
"manage"
]
},
{
"rsid": "c5b9bf91-ea57-4729-8235-17da219d0756",
"rsname": "agentManager-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "ded36e61-24ed-4e46-9e15-bed31b023218",
"rsname": "agent-conversation-control",
"scopes": [
"view_history",
"view_history_active_customer ",
"view_leave_chat",
"view_direct_transfer",
"view_wrap_up",
"view_initiate_chat",
"view_conference",
"view_consult"
]
},
{
"rsid": "5c0ac0cf-622d-4e99-a6b8-0fd1b5374b7e",
"rsname": "general-settings",
"scopes": [
"view"
]
},
{
"rsid": "6abf864f-c34d-4c72-a312-1da13510370e",
"rsname": "supervisor",
"scopes": [
"view_all"
]
},
{
"rsid": "f5cc3e42-63ad-4c2a-9988-67381b776fb8",
"rsname": "routingEngine-apis",
"scopes": [
"GET",
"PUT"
]
},
{
"rsid": "3b91c66d-52ce-4864-b4d8-8a2f44855198",
"rsname": "recording-link",
"scopes": [
"view",
"view_all"
]
},
{
"rsid": "a640177b-fc7b-413c-94fe-7b9fe55b63ac",
"rsname": "teamAnnouncement-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
]
},
{
"rsid": "8183bf4e-561d-457a-ad11-3dc878519a4e",
"rsname": "reason-code",
"scopes": [
"view"
]
},
{
"rsid": "53f65843-645c-460a-ab97-0b362e6999d6",
"rsname": "pull-mode-list",
"scopes": [
"view"
]
},
{
"rsid": "4d1b5801-dfbd-4db1-a6b6-8f18d6c58114",
"rsname": "channel-manager",
"scopes": [
"view"
]
},
{
"rsid": "39d4e47f-f378-45ae-8b10-475854bff5ca",
"rsname": "agent-dashboard",
"scopes": [
"view"
]
},
{
"rsid": "24abe54e-4c26-461f-8e44-9f982ed7e3ea",
"rsname": "businessCalendar-apis",
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
]
},
{
"rsid": "d93b537a-cc8d-4acd-be3d-36874857d104",
"rsname": "bot-settings",
"scopes": [
"view"
]
},
{
"rsid": "6882478c-f490-43bf-ba81-145ea80c45a4",
"rsname": "subscribed-list",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "3ee384c6-a7bd-4662-954e-92be400f1767",
"rsname": "queue",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "77e104ef-a386-4453-a9be-7f88f5fb67d3",
"rsname": "licenseManager-apis",
"scopes": [
"GET"
]
},
{
"rsid": "f21f264e-8e74-4bb1-b8aa-114c8914285f",
"rsname": "customer",
"scopes": [
"masked_pii",
"view",
"view_in_conversation",
"view_pii",
"manage_in_conversation",
"manage"
]
},
{
"rsid": "48814ef9-9a96-4180-9bd6-1b944ce5e8fc",
"rsname": "web-widget",
"scopes": [
"view"
]
},
{
"rsid": "e1c5ce61-e060-4ae9-a6be-b3006287869c",
"rsname": "conversation-studio",
"scopes": [
"view"
]
}
]
},
"realm": "expertflow",
"attributes": {
"agentExtension": [
"8003"
]
},
"userTeam": {
"teamId": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"teamName": "sharjeel_team"
},
"supervisedTeams": [
{
"_id": "69941aa590a8dcc183c8b317",
"team_name": "sharjeel_team",
"team_Id": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"supervisor_Id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"source": "CX",
"isDeleted": false,
"createdBy": "f048f682-cee9-4c4f-98ba-99c396799231",
"updatedBy": "f048f682-cee9-4c4f-98ba-99c396799231",
"created_by": "admin",
"createdAt": "2026-02-17T07:37:09.880Z",
"updatedAt": "2026-04-20T06:13:32.136Z",
"__v": 0,
"teamId": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"teamName": "sharjeel_team",
"supervisor": {
"id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"username": "sharjeel_sup1",
"firstName": "Sharjeel",
"lastName": "Supervisor 1",
"roles": [
"agent",
"supervisor"
]
},
"secondarySupervisors": []
}
]
},
"associatedRoutingAttributes": [],
"associatedMrds": [],
"deleted": false
},
"id": "3a2698b9-80f8-4259-97af-63203b996031",
"joiningTime": 1776668866869,
"token": null,
"conversationId": "69e5cd7c975fda5df5c42eff",
"isActive": true,
"userCredentials": null,
"state": "SUBSCRIBED",
"stateChangedOn": null
},
"metadata": {
"reason": null
}
},
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"action": "participantRoleChanged"
}
}
We already update the saved Payload of ongoing conversation
role = incomingData?.agentData?.data?.conversationParticipant?.role // "PRIMARY"
ConversationID = incomingData?.agentData?.conversationId
direction = incomingData?.agentData?.channelSession?.channelSessionDirection
WHISPER
When an agent raises his hand so that supervisor can join the agent.
Raise Hand
{
"eventName": "WHISPER",
"agentData": {
"topicData": {
"id": "69e5cd7c975fda5df5c42eff",
"customer": {
"_id": "69941e2d6b2ffaf656242679",
"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1062"
]
},
"channelSession": {
"participantType": "ChannelSession",
"id": "69e5cd7bc8097571dbf0821f",
"channel": {
"id": "699412b709894b1594052217",
"calendarId": "",
"name": "Web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "699412b709894b159405221d",
"name": null
},
"channelConfig": {
"id": "699412b709894b159405221e",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "69941158f749f6253c3166d1",
"agentRequestTtl": 120
},
"botId": "69940f10ea8bed7df94b6cd9"
},
"channelConnector": {
"id": "6994109209894b1594052206",
"name": "Web",
"channelProviderInterface": {
"id": "6994103809894b1594052204",
"name": "Web",
"supportedChannelTypes": [
{
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6994109209894b1594052208",
"name": null
}
},
"channelType": {
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
},
"customer": {
"_id": "69941e2d6b2ffaf656242679",
"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1062"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "1062",
"serviceIdentifier": "1122",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.42283231671833776,
"formId": "69940e3c90a8dcc183c8b2e3",
"filledBy": "web-widget",
"attributes": [
{
"value": "Sharjeel Akram",
"key": "name",
"type": "string"
},
{
"value": "sharjeel.akram@expertflow.com",
"key": "email",
"type": "string"
},
{
"value": "1062",
"key": "phone",
"type": "string"
}
],
"createdOn": "2026-04-20T06:53:46.542Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"conversationData": [
{
"type": "STRING",
"key": "name",
"value": "Sharjeel Akram"
},
{
"type": "STRING",
"key": "email",
"value": "sharjeel.akram@expertflow.com"
},
{
"type": "STRING",
"key": "phone",
"value": "1062"
}
],
"state": "ACTIVE",
"participants": [
{
"type": "CUSTOMER",
"role": "CUSTOMER",
"participant": {
"participantType": "ChannelSession",
"id": "69e5cd7bc8097571dbf0821f",
"channel": {
"id": "699412b709894b1594052217",
"calendarId": "",
"name": "Web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "699412b709894b159405221d",
"name": null
},
"channelConfig": {
"id": "699412b709894b159405221e",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "69941158f749f6253c3166d1",
"agentRequestTtl": 120
},
"botId": "69940f10ea8bed7df94b6cd9"
},
"channelConnector": {
"id": "6994109209894b1594052206",
"name": "Web",
"channelProviderInterface": {
"id": "6994103809894b1594052204",
"name": "Web",
"supportedChannelTypes": [
{
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6994109209894b1594052208",
"name": null
}
},
"channelType": {
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
},
"customer": {
"_id": "69941e2d6b2ffaf656242679",
"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1062"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "1062",
"serviceIdentifier": "1122",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.42283231671833776,
"formId": "69940e3c90a8dcc183c8b2e3",
"filledBy": "web-widget",
"attributes": [
{
"value": "Sharjeel Akram",
"key": "name",
"type": "string"
},
{
"value": "sharjeel.akram@expertflow.com",
"key": "email",
"type": "string"
},
{
"value": "1062",
"key": "phone",
"type": "string"
}
],
"createdOn": "2026-04-20T06:53:46.542Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true,
"webChannelData": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.42283231671833776,
"formId": "69940e3c90a8dcc183c8b2e3",
"filledBy": "web-widget",
"attributes": [
{
"value": "Sharjeel Akram",
"key": "name",
"type": "string"
},
{
"value": "sharjeel.akram@expertflow.com",
"key": "email",
"type": "string"
},
{
"value": "1062",
"key": "phone",
"type": "string"
}
],
"createdOn": "2026-04-20T06:53:46.542Z"
}
},
"isDisabled": false,
"isChecked": true
},
"id": "69e5cd7f975fda5df5c42ff1",
"joiningTime": "2026-04-20T06:53:51.262+00:00",
"token": null,
"conversationId": "69e5cd7c975fda5df5c42eff",
"isActive": true,
"userCredentials": {},
"state": "SUBSCRIBED",
"stateChangedOn": null
},
{
"type": "AGENT",
"role": "PRIMARY",
"participant": {
"participantType": "CCUser",
"createdBy": null,
"createdDate": null,
"updatedBy": null,
"updatedDate": null,
"id": "97bd8910-c396-4bf9-9ee3-374d38d3a9c2",
"keycloakUser": {
"id": "97bd8910-c396-4bf9-9ee3-374d38d3a9c2",
"firstName": "Sharjeel",
"lastName": "Akram",
"roles": [
"default-roles-expertflow",
"agent"
],
"username": "sharjeel1",
"permittedResources": {
"Resources": [
{
"rsid": "d6316efd-0e3d-4bd4-a1fc-d9c10b268d04",
"rsname": "cimCustomer-apis",
"scopes": [
"POST",
"GET",
"PUT"
]
},
{
"rsid": "f0aa0925-622f-420d-b32b-e0fab1e4821a",
"rsname": "ccm-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "4ce436e9-d315-40b2-a5f3-b565b7032b17",
"rsname": "conversationManager-apis",
"scopes": [
"GET"
]
},
{
"rsid": "e445c336-3875-4740-9284-64cf61bcbf7a",
"rsname": "fileEngine-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "8fea081d-9802-4647-8305-c74d61bdd612",
"rsname": "unifiedAdmin-apis",
"scopes": [
"GET"
]
},
{
"rsid": "46d72ca9-1ffb-40e5-81fa-4a062c30d4ca",
"rsname": "state-change",
"scopes": [
"manage_state_change"
]
},
{
"rsid": "34a79423-6ae5-449e-a3ce-a74117cc1cf3",
"rsname": "customer-labels",
"scopes": [
"assign_label"
]
},
{
"rsid": "c5b9bf91-ea57-4729-8235-17da219d0756",
"rsname": "agentManager-apis",
"scopes": [
"POST",
"GET"
]
},
{
"rsid": "ded36e61-24ed-4e46-9e15-bed31b023218",
"rsname": "agent-conversation-control",
"scopes": [
"view_history",
"view_history_active_customer ",
"view_leave_chat",
"view_direct_transfer",
"view_wrap_up",
"view_initiate_chat",
"view_conference",
"view_consult"
]
},
{
"rsid": "f5cc3e42-63ad-4c2a-9988-67381b776fb8",
"rsname": "routingEngine-apis",
"scopes": [
"GET"
]
},
{
"rsid": "3b91c66d-52ce-4864-b4d8-8a2f44855198",
"rsname": "recording-link",
"scopes": [
"view"
]
},
{
"rsid": "a640177b-fc7b-413c-94fe-7b9fe55b63ac",
"rsname": "teamAnnouncement-apis",
"scopes": [
"GET"
]
},
{
"rsid": "39d4e47f-f378-45ae-8b10-475854bff5ca",
"rsname": "agent-dashboard",
"scopes": [
"view"
]
},
{
"rsid": "6882478c-f490-43bf-ba81-145ea80c45a4",
"rsname": "subscribed-list",
"scopes": [
"view"
]
},
{
"rsid": "f21f264e-8e74-4bb1-b8aa-114c8914285f",
"rsname": "customer",
"scopes": [
"masked_pii",
"view",
"view_in_conversation",
"manage_in_conversation"
]
},
{
"rsid": "e1c5ce61-e060-4ae9-a6be-b3006287869c",
"rsname": "conversation-studio",
"scopes": [
"view"
]
}
]
},
"realm": "expertflow",
"attributes": {
"agentExtension": [
"8001"
],
"supervisor": [
"sharjeel_sup1"
]
},
"userTeam": {
"teamId": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"teamName": "sharjeel_team"
},
"supervisedTeams": []
},
"associatedRoutingAttributes": [],
"associatedMrds": [],
"deleted": false
},
"id": "020770cc-4dd5-4627-b837-d6d02e2608ad",
"joiningTime": "2026-04-20T06:54:00.612+00:00",
"token": null,
"conversationId": "69e5cd7c975fda5df5c42eff",
"isActive": true,
"userCredentials": null,
"state": "SUBSCRIBED",
"stateChangedOn": null
}
],
"agentParticipants": [],
"agentSla": {
"totalDuration": 180,
"action": null,
"startTime": null
},
"durationInSeconds": null,
"customerSuggestions": [],
"topicEvents": [
{
"id": "69e5cd7ec8097571dbf08256",
"name": "CHANNEL_SESSION_STARTED",
"type": "NOTIFICATION",
"timestamp": "2026-04-20T06:53:50.913+00:00",
"conversationId": "69e5cd7c975fda5df5c42eff",
"eventEmitter": {
"id": "69941e2d6b2ffaf656242679",
"type": "CUSTOMER",
"senderName": "1062",
"additionalDetail": {
"web": [
"1062"
]
}
},
"channelSession": {
"participantType": "ChannelSession",
"id": "69e5cd7bc8097571dbf0821f",
"channel": {
"id": "699412b709894b1594052217",
"calendarId": "",
"name": "Web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "699412b709894b159405221d",
"name": null
},
"channelConfig": {
"id": "699412b709894b159405221e",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "69941158f749f6253c3166d1",
"agentRequestTtl": 120
},
"botId": "69940f10ea8bed7df94b6cd9"
},
"channelConnector": {
"id": "6994109209894b1594052206",
"name": "Web",
"channelProviderInterface": {
"id": "6994103809894b1594052204",
"name": "Web",
"supportedChannelTypes": [
{
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6994109209894b1594052208",
"name": null
}
},
"channelType": {
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
},
"customer": {
"_id": "69941e2d6b2ffaf656242679",
"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1062"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "1062",
"serviceIdentifier": "1122",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.42283231671833776,
"formId": "69940e3c90a8dcc183c8b2e3",
"filledBy": "web-widget",
"attributes": [
{
"value": "Sharjeel Akram",
"key": "name",
"type": "string"
},
{
"value": "sharjeel.akram@expertflow.com",
"key": "email",
"type": "string"
},
{
"value": "1062",
"key": "phone",
"type": "string"
}
],
"createdOn": "2026-04-20T06:53:46.542Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"id": "69e5cd7bc8097571dbf0821f",
"participantType": "ChannelSession",
"channel": {
"id": "699412b709894b1594052217",
"calendarId": "",
"name": "Web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "699412b709894b159405221d",
"name": null
},
"channelConfig": {
"id": "699412b709894b159405221e",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "69941158f749f6253c3166d1",
"agentRequestTtl": 120
},
"botId": "69940f10ea8bed7df94b6cd9"
},
"channelConnector": {
"id": "6994109209894b1594052206",
"name": "Web",
"channelProviderInterface": {
"id": "6994103809894b1594052204",
"name": "Web",
"supportedChannelTypes": [
{
"id": "6994061c09894b15940521f4",
"name": "WEB",
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"deleted": false
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6994109209894b1594052208",
"name": null
}
},
"channelType": {
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
},
"customer": {
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"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
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]
},
"customerSuggestions": [],
"channelData": {
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"serviceIdentifier": "1122",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
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"language": null,
"country": null
},
"formData": {
"id": 0.42283231671833776,
"formId": "69940e3c90a8dcc183c8b2e3",
"filledBy": "web-widget",
"attributes": [
{
"value": "Sharjeel Akram",
"key": "name",
"type": "string"
},
{
"value": "sharjeel.akram@expertflow.com",
"key": "email",
"type": "string"
},
{
"value": "1062",
"key": "phone",
"type": "string"
}
],
"createdOn": "2026-04-20T06:53:46.542Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
}
],
"enqueueTime": 1776670130403,
"answerTime": 1776670130403
}
]
},
"taskStateChanged": true,
"mediaStateChanges": [
"fe942e0d-cda0-42f1-a1c5-1bf25152e425"
]
},
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
}
}
],
"holdTimerDetails": {
"totalDuration": null,
"startTime": null
},
"agentHandRaise": {
"handRaised": true,
"agentNames": [
"sharjeel1"
]
},
"externalGadgets": [],
"wrapUps": [],
"topicParticipant": {
"id": "fc2b1660-5550-4170-ba06-d3395b95b6f8",
"type": "AGENT",
"participant": {
"id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"participantType": "CCUser",
"keycloakUser": {
"id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"firstName": "Sharjeel",
"lastName": "Supervisor 1",
"username": "sharjeel_sup1",
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"quality-manager",
"supervisor"
],
"realm": "expertflow",
"attributes": {
"agentExtension": [
"8003"
]
},
"userTeam": {
"teamId": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"teamName": "sharjeel_team"
},
"supervisedTeams": [
{
"_id": "69941aa590a8dcc183c8b317",
"team_name": "sharjeel_team",
"team_Id": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"supervisor_Id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"source": "CX",
"isDeleted": false,
"createdBy": "f048f682-cee9-4c4f-98ba-99c396799231",
"updatedBy": "f048f682-cee9-4c4f-98ba-99c396799231",
"created_by": "admin",
"createdAt": "2026-02-17T07:37:09.880Z",
"updatedAt": "2026-04-20T06:13:32.136Z",
"__v": 0,
"teamId": "261ba88a-e13f-432d-bd22-d21eb340c7e9",
"teamName": "sharjeel_team",
"supervisor": {
"id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"username": "sharjeel_sup1",
"firstName": "Sharjeel",
"lastName": "Supervisor 1",
"roles": [
"agent",
"supervisor"
]
},
"secondarySupervisors": []
}
],
"permittedResources": {
"Resources": [
{
"scopes": [
"view",
"manage"
],
"rsid": "ca8c9649-e335-43c1-8323-7d0000696479",
"rsname": "agent-attributes"
},
{
"scopes": [
"view"
],
"rsid": "53407139-3c7b-4d1e-bdc5-a2600ce47fd4",
"rsname": "agent-desk-setting"
},
{
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
],
"rsid": "d6316efd-0e3d-4bd4-a1fc-d9c10b268d04",
"rsname": "cimCustomer-apis"
},
{
"scopes": [
"POST",
"GET"
],
"rsid": "f0aa0925-622f-420d-b32b-e0fab1e4821a",
"rsname": "ccm-apis"
},
{
"scopes": [
"POST",
"GET"
],
"rsid": "4ce436e9-d315-40b2-a5f3-b565b7032b17",
"rsname": "conversationManager-apis"
},
{
"scopes": [
"view"
],
"rsid": "871e9107-3f96-4a25-9351-b0f9cf4d270a",
"rsname": "mrd"
},
{
"scopes": [
"POST",
"GET"
],
"rsid": "e445c336-3875-4740-9284-64cf61bcbf7a",
"rsname": "fileEngine-apis"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "0bc070a0-9e33-40d2-ab75-8b9887773038",
"rsname": "agent-mrd"
},
{
"scopes": [
"GET"
],
"rsid": "4a9c8eae-f37a-422c-a04f-45620cf02bca",
"rsname": "botFramework-apis"
},
{
"scopes": [
"view",
"conversation-list-manage",
"schedules-manage",
"configurations-view",
"manage",
"reviews-manage"
],
"rsid": "d41c5283-0e6c-4199-baa3-56ecc2929e4e",
"rsname": "quality-management"
},
{
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
],
"rsid": "8fea081d-9802-4647-8305-c74d61bdd612",
"rsname": "unifiedAdmin-apis"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "754ea0cd-850b-4a56-aa35-2707f9fcdc93",
"rsname": "customer-schema"
},
{
"scopes": [
"DELETE",
"POST",
"GET",
"PATCH",
"PUT"
],
"rsid": "f1f2bca9-b75b-4df7-92c4-126cd203b9dc",
"rsname": "qmBackend-apis"
},
{
"scopes": [
"view"
],
"rsid": "5f6b1b1b-6d7d-4dcc-b6e7-8956f91d58d3",
"rsname": "forms"
},
{
"scopes": [
"view"
],
"rsid": "51789ad1-2aec-4ab3-999c-177d34edaaee",
"rsname": "routing-attribute"
},
{
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
],
"rsid": "cc50dacf-c8b6-4662-9368-d47d792e3fdc",
"rsname": "surveryBackend-apis"
},
{
"scopes": [
"manage_state_change"
],
"rsid": "46d72ca9-1ffb-40e5-81fa-4a062c30d4ca",
"rsname": "state-change"
},
{
"scopes": [
"view"
],
"rsid": "e34b739c-087b-4214-8323-2b7dca8104e8",
"rsname": "business-calendar"
},
{
"scopes": [
"view"
],
"rsid": "50a4d943-24b4-46ec-a059-5bc5879f537a",
"rsname": "routing-engine"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b11e3553-5687-4fde-9b16-5e58bc1ca6a3",
"rsname": "teams"
},
{
"scopes": [
"assign_label",
"manage"
],
"rsid": "34a79423-6ae5-449e-a3ce-a74117cc1cf3",
"rsname": "customer-labels"
},
{
"scopes": [
"POST",
"GET"
],
"rsid": "c5b9bf91-ea57-4729-8235-17da219d0756",
"rsname": "agentManager-apis"
},
{
"scopes": [
"view_history",
"view_history_active_customer ",
"view_leave_chat",
"view_direct_transfer",
"view_wrap_up",
"view_initiate_chat",
"view_conference",
"view_consult"
],
"rsid": "ded36e61-24ed-4e46-9e15-bed31b023218",
"rsname": "agent-conversation-control"
},
{
"scopes": [
"view"
],
"rsid": "5c0ac0cf-622d-4e99-a6b8-0fd1b5374b7e",
"rsname": "general-settings"
},
{
"scopes": [
"view_all"
],
"rsid": "6abf864f-c34d-4c72-a312-1da13510370e",
"rsname": "supervisor"
},
{
"scopes": [
"GET",
"PUT"
],
"rsid": "f5cc3e42-63ad-4c2a-9988-67381b776fb8",
"rsname": "routingEngine-apis"
},
{
"scopes": [
"view",
"view_all"
],
"rsid": "3b91c66d-52ce-4864-b4d8-8a2f44855198",
"rsname": "recording-link"
},
{
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
],
"rsid": "a640177b-fc7b-413c-94fe-7b9fe55b63ac",
"rsname": "teamAnnouncement-apis"
},
{
"scopes": [
"view"
],
"rsid": "8183bf4e-561d-457a-ad11-3dc878519a4e",
"rsname": "reason-code"
},
{
"scopes": [
"view"
],
"rsid": "53f65843-645c-460a-ab97-0b362e6999d6",
"rsname": "pull-mode-list"
},
{
"scopes": [
"view"
],
"rsid": "4d1b5801-dfbd-4db1-a6b6-8f18d6c58114",
"rsname": "channel-manager"
},
{
"scopes": [
"view"
],
"rsid": "39d4e47f-f378-45ae-8b10-475854bff5ca",
"rsname": "agent-dashboard"
},
{
"scopes": [
"DELETE",
"POST",
"GET",
"PUT"
],
"rsid": "24abe54e-4c26-461f-8e44-9f982ed7e3ea",
"rsname": "businessCalendar-apis"
},
{
"scopes": [
"view"
],
"rsid": "d93b537a-cc8d-4acd-be3d-36874857d104",
"rsname": "bot-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "6882478c-f490-43bf-ba81-145ea80c45a4",
"rsname": "subscribed-list"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "3ee384c6-a7bd-4662-954e-92be400f1767",
"rsname": "queue"
},
{
"scopes": [
"GET"
],
"rsid": "77e104ef-a386-4453-a9be-7f88f5fb67d3",
"rsname": "licenseManager-apis"
},
{
"scopes": [
"masked_pii",
"view",
"view_in_conversation",
"view_pii",
"manage_in_conversation",
"manage"
],
"rsid": "f21f264e-8e74-4bb1-b8aa-114c8914285f",
"rsname": "customer"
},
{
"scopes": [
"view"
],
"rsid": "48814ef9-9a96-4180-9bd6-1b944ce5e8fc",
"rsname": "web-widget"
},
{
"scopes": [
"view"
],
"rsid": "e1c5ce61-e060-4ae9-a6be-b3006287869c",
"rsname": "conversation-studio"
}
]
}
},
"associatedRoutingAttributes": []
},
"token": null,
"conversationId": "69e5cd7c975fda5df5c42eff",
"role": "WHISPER",
"userCredentials": null,
"state": "SUBSCRIBED"
}
},
"correlationId": "e55b0096-eadc-47f5-a87b-c9b3224171eb",
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"taskId": "853dd573-6b72-4302-b10d-1608de6591ab"
}
}
mediaType = incomingData.agentData?.topicData?.channelSession?.channel?.name;
conversationId = incomingData.agentData.conversationId
direction = "WHISPER"
phoneNumber = incomingData.agentData.topicData.channelSession.channelData.channelCustomerIdentifier
REVOKE_TASK
When a customer ends the conversation before agent accepts the conversation
REVOKE_TASK
{
"eventName": "REVOKE_TASK",
"agentData": {
"action": "revokeTask",
"conversationId": "69e5cd7c975fda5df5c42eff"
}
}
conversationId = incomingData.agentData.conversationId
CHAT_SWITCHING
When the agent switches from one conversation tab to another
CHAT_SWITCHING
event: "CHAT_SWITCHING",
agentData: {
"currentCustomer": {
"conversationId": "65a926b22d53786eb1607e5e",
"customerConversation": {
"roomInfo": {
"id": "65a671f39487373651387afa",
"mode": "CONTACT_CENTER"
},
"conversationId": "65a926b22d53786eb1607e5e",
"taskId": "9a3c437a-b8d3-4383-9456-47901ac7a811:e80963d1-d149-4d3f-9e73-31417c6690b8",
"wrapUpDialog": {
"show": false,
"durationLeft": null,
"timeLeft": null,
"ref": null
},
"isTyping": null,
"messages": [
{
"id": "56630086-bcfc-4121-9b64-647cbc313431",
"header": {
"timestamp": "2024-01-18T13:25:06.113+00:00",
"sender": {
"type": "system"
},
"channelSession": {},
"channelData": {}
},
"body": {
"markdownText": "session started",
"type": "systemNotification",
"displayText": "WEB"
}
},
{
"id": "65a926b22d53786eb1607eec",
"header": {
"sender": {
"id": "38327e73-4a21-4ad4-a958-a6385c8636aa",
"type": "BOT",
"senderName": "CONVERSATION_MONITOR",
"additionalDetail": null
},
"channelData": {
"channelCustomerIdentifier": "12345",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "saboor ",
"customerLastName": "rizvi",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.14053985180188766,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "saboor ",
"key": "first_name",
"type": "string"
},
{
"value": "rizvi",
"key": "last_name",
"type": "string"
},
{
"value": "12345",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:25:05.819Z"
}
}
}
]
},
"language": null,
"timestamp": 1705584306152,
"securityInfo": null,
"stamps": null,
"intent": null,
"entities": null,
"channelSessionId": "65a926b2b78fb640edaf2f1d",
"conversationId": "65a926b22d53786eb1607e5e",
"customer": {
"_id": "65a671f3076e6b901a8e5ad5",
"firstName": "junaid",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"12345"
]
},
"originalMessageId": null,
"providerMessageId": null,
"roomId": null,
"schedulingMetaData": null,
"channelSession": {
"participantType": "ChannelSession",
"id": "65a926b2b78fb640edaf2f1d",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a671f3076e6b901a8e5ad5",
"firstName": "junaid",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"12345"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "12345",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "saboor ",
"customerLastName": "rizvi",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.14053985180188766,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "saboor ",
"key": "first_name",
"type": "string"
},
{
"value": "rizvi",
"key": "last_name",
"type": "string"
},
{
"value": "12345",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:25:05.819Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65a926b22d53786eb1607e5e",
"roomInfo": {
"id": "65a671f39487373651387afa",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"status": "seen"
},
"body": {
"type": "PLAIN",
"markdownText": "Hey! this is sparrow from ExpertFlow. How may i help you today?"
}
},
{
"id": "00e93800-b605-11ee-927d-85b1cd89bf0f",
"header": {
"sender": {
"id": "65a671f3076e6b901a8e5ad5",
"type": "CUSTOMER",
"senderName": "junaid",
"additionalDetail": null
},
"channelData": {
"channelCustomerIdentifier": "12345",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": []
},
"language": {},
"timestamp": 1705584310144,
"securityInfo": {},
"stamps": [],
"intent": null,
"entities": null,
"channelSessionId": "65a926b2b78fb640edaf2f1d",
"conversationId": "65a926b22d53786eb1607e5e",
"customer": {
"_id": "65a671f3076e6b901a8e5ad5",
"firstName": "junaid",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"12345"
]
},
"originalMessageId": null,
"providerMessageId": null,
"roomId": "65a671f39487373651387afa",
"schedulingMetaData": null,
"channelSession": {
"participantType": "ChannelSession",
"id": "65a926b2b78fb640edaf2f1d",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
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"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.37179597107502893,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:26:06.639Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65a926ee2d53786eb1608894",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true,
"webChannelData": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.37179597107502893,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:26:06.639Z"
}
},
"isDisabled": false,
"isChecked": true
}
],
"unReadCount": 0,
"index": 0,
"state": "ACTIVE",
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"topicParticipant": {
"id": "85225049-2110-4a5e-88d2-0e7858eb1231",
"type": "AGENT",
"participant": {
"id": "4c2659f2-04b8-4a3b-9e7c-c889681689d0",
"participantType": "CCUser",
"keycloakUser": {
"id": "4c2659f2-04b8-4a3b-9e7c-c889681689d0",
"firstName": "",
"lastName": "",
"username": "sana",
"permittedResources": {
"Resources": [
{
"scopes": [
"view",
"manage"
],
"rsid": "2158c6d6-cfdc-4ecb-aab4-8c521ee0d193",
"rsname": "subscribed-list"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "150d59e0-c2db-46b6-8a1a-b8ccb4dde6f7",
"rsname": "reason-code"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes"
},
{
"scopes": [
"manage_state_change"
],
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change"
},
{
"scopes": [
"assign_label",
"manage"
],
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms"
},
{
"scopes": [
"view_all"
],
"rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
"rsname": "supervisor"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
"rsname": "agent-mrd"
},
{
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference"
],
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
"rsname": "pull-mode-list"
},
{
"scopes": [
"masked_pii",
"view",
"view_pii",
"view_in_conversation",
"manage_in_conversation",
"manage"
],
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "c6c6163a-cda1-4885-8c06-51c90e16034a",
"rsname": "queue"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "0def7b51-f930-47eb-96c3-3ee31a2994c2",
"rsname": "business-calendar"
}
]
},
"roles": [
"default-roles-expertflow",
"agent",
"routing-manager",
"offline_access",
"admin",
"uma_authorization",
"supervisor"
],
"realm": "expertflow",
"attributes": {},
"userTeam": {
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
},
"supervisedTeams": [
{
"teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
"teamName": "Abraham TEam2"
}
]
},
"associatedRoutingAttributes": []
},
"token": null,
"conversationId": "65a926ee2d53786eb1608894",
"role": "PRIMARY",
"userCredentials": null,
"state": "SUBSCRIBED"
},
"firstChannelSession": {
"participantType": "ChannelSession",
"id": "65a926eeb78fb640edaf337a",
"channel": {
"id": "65a4d4127795cb19bb4aae7c",
"name": "sana_channel",
"serviceIdentifier": "1422",
"defaultOutbound": false,
"tenant": {
"id": "65a66b6c6a264c3b8edf3a65",
"name": null
},
"channelConfig": {
"id": "65a66b6c6a264c3b8edf3a66",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 2400,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "65a243fef86a6970764e63fb",
"agentRequestTtl": 2400
},
"botId": "65a244415487467a64a72c66"
},
"channelConnector": {
"id": "65a38e0926546f6a3f9df34a",
"name": "Web Connector",
"channelProviderInterface": {
"id": "65a38df926546f6a3f9df348",
"name": "Web",
"supportedChannelTypes": [
{
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "65a38e0926546f6a3f9df34c",
"name": null
}
},
"channelType": {
"id": "65a251204060261b68165b86",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "65a4d5ac075b87a95bd93267",
"firstName": "sana shoukat",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"03335521995"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03335521995",
"serviceIdentifier": "1422",
"requestPriority": 0,
"customerFirstName": "sana",
"customerLastName": "shoukat",
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.37179597107502893,
"formId": "65a3abfe2b05c80032c65682",
"filledBy": "web-widget",
"attributes": [
{
"value": "sana",
"key": "first_name",
"type": "string"
},
{
"value": "shoukat",
"key": "last_name",
"type": "string"
},
{
"value": "03335521995",
"key": "phone",
"type": "string"
}
],
"createdOn": "2024-01-18T13:26:06.639Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "65a926ee2d53786eb1608894",
"roomInfo": {
"id": "65a6027c0e01d858eb846b27",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"messageComposerState": true,
"SLACountdown": {
"inPopUpShow": false,
"inViewShow": false,
"ref": null,
"value": 0,
"color": "sla-normal"
},
"agentParticipants": []
}
}
}
Current_callId = incomingData?.agentData?.currentCustomer?.customer?.activeChannelSessions.find((s: any) => s.channel?.channelType?.name == "CX_VOICE")?.id;
Current_chatId = incomingData?.agentData?.currentCustomer?.conversationId;
WRAPUP
When an agent applies the wrap up during and after the conversation
WRAPUP
{
"eventName": "WRAPUP",
"agentData": {
"id": "e5707df8-c07c-484b-8a86-6aec388711dc",
"header": {
"timestamp": 1776670437421,
"sender": {
"id": "c890a919-a0fc-4645-a438-6c80b84a3809",
"senderName": "sharjeel_sup1",
"type": "AGENT",
"additionalDetail": {
"firstName": "Sharjeel",
"lastName": "Supervisor 1"
}
},
"channelData": {
"channelCustomerIdentifier": "1062",
"serviceIdentifier": "1122",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.42283231671833776,
"formId": "69940e3c90a8dcc183c8b2e3",
"filledBy": "web-widget",
"attributes": [
{
"value": "Sharjeel Akram",
"key": "name",
"type": "string"
},
{
"value": "sharjeel.akram@expertflow.com",
"key": "email",
"type": "string"
},
{
"value": "1062",
"key": "phone",
"type": "string"
}
],
"createdOn": "2026-04-20T06:53:46.542Z"
}
}
}
]
},
"intent": null,
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomId": "69e5cd7c975fda5df5c42efe",
"channelSessionId": "69e5cd7bc8097571dbf0821f",
"customer": {
"_id": "69941e2d6b2ffaf656242679",
"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1062"
]
},
"status": "sent",
"channelSession": {
"participantType": "ChannelSession",
"id": "69e5cd7bc8097571dbf0821f",
"channel": {
"id": "699412b709894b1594052217",
"calendarId": "",
"name": "Web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "699412b709894b159405221d",
"name": null
},
"channelConfig": {
"id": "699412b709894b159405221e",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "69941158f749f6253c3166d1",
"agentRequestTtl": 120
},
"botId": "69940f10ea8bed7df94b6cd9"
},
"channelConnector": {
"id": "6994109209894b1594052206",
"name": "Web",
"channelProviderInterface": {
"id": "6994103809894b1594052204",
"name": "Web",
"supportedChannelTypes": [
{
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6994109209894b1594052208",
"name": null
}
},
"channelType": {
"id": "6994061c09894b15940521f4",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
},
"customer": {
"_id": "69941e2d6b2ffaf656242679",
"firstName": "1062",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1062"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "1062",
"serviceIdentifier": "1122",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": [
{
"key": "WebChannelData",
"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.42283231671833776,
"formId": "69940e3c90a8dcc183c8b2e3",
"filledBy": "web-widget",
"attributes": [
{
"value": "Sharjeel Akram",
"key": "name",
"type": "string"
},
{
"value": "sharjeel.akram@expertflow.com",
"key": "email",
"type": "string"
},
{
"value": "1062",
"key": "phone",
"type": "string"
}
],
"createdOn": "2026-04-20T06:53:46.542Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
}
},
"body": {
"markdownText": "",
"type": "WRAPUP",
"wrapups": [
{
"categoryName": "Cat 2",
"value": "Opt 2"
},
{
"categoryName": "Cat 1",
"value": "Opt 2"
}
],
"note": "Hello There",
"isWhisper": false
}
}
}
note = incomingData?.agentData?.body?.note;
wrapups = incomingData?.agentData?.body?.wrapups;
END_CONVERSATION
When a conversation is ended.
End Conversation
{
"eventName": "END_CONVERSATION",
"agentData": {
"task": "topicUnsubscription",
"reason": "UNSUBSCRIBED",
"conversationId": "69e5cd7c975fda5df5c42eff",
"roomInfo": {
"id": "69e5cd7c975fda5df5c42efe",
"mode": "CONTACT_CENTER"
},
"statusCode": 200,
"tenantId": "expertflow",
"correlationId": "e409561f-2111-40ee-9edb-ffd06de85ad9"
}
}
conversationID = incomingData?.agentData?.conversationId
