Node | Description | Input Payload |
|---|
Agent MRD Interrupted | This node is invoked when an MRD is interrupted because of a request received on another MRD. Please refer to this document for more details. | Payload
CODE
msg = {
"_msgid": "12345",
"req": {},
"res": {},
"payload": {
"roomId": "12345",
"conversation": {},
"intent": "AGENT_MRD_INTERRUPTED",
"entities": {
"cimEvent": {
"id": "684ffbe58135cc53cd671f86",
"name": "AGENT_MRD_INTERRUPTED",
"type": "NOTIFICATION",
"timestamp": 1750072293640,
"conversationId": "684ffbde0eaa0f7ecef7bb81",
"eventEmitter": {
"id": "86e3d082-a904-11ed-afa1-0242ac120002",
"type": "SYSTEM",
"senderName": "ROUTING_ENGINE",
"additionalDetail": null
},
"channelSession": {
"participantType": "ChannelSession",
"id": "GQLAJRxeLTC7rVOhclj79Q..",
"channel": {
"id": "6837f9ed2822143c1c58ccd1",
"calendarId": "",
"name": "8334",
"serviceIdentifier": "8334",
"defaultOutbound": true,
"tenant": {
"id": "6837f9ed2822143c1c58ccd7",
"name": null
},
"channelConfig": {
"id": "6837f9ed2822143c1c58ccd8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 3600,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "6837f9c0fcc2a63a53a9af93",
"agentRequestTtl": 3600
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
"id": "6837f99b2822143c1c58cc46",
"name": "voice",
"channelProviderInterface": {
"id": "6837f9962822143c1c58cc43",
"name": "voice",
"supportedChannelTypes": [
{
"id": "67ee370b3ecdb01827669589",
"name": "CX_VOICE",
"channelLogo": "_CX_VOICE.svg",
"isInteractive": true,
"mediaRoutingDomain": "62f9e360ea5311eda05b0242"
}
],
"providerWebhook": "http://192.168.1.17:8334/ccm-msg/receive",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6837f99b2822143c1c58cc48",
"name": null
}
},
"channelType": {
"id": "67ee370b3ecdb01827669589",
"name": "CX_VOICE",
"channelLogo": "_CX_VOICE.svg",
"isInteractive": true,
"mediaRoutingDomain": "62f9e360ea5311eda05b0242"
}
},
"customer": {
"_id": "684fd19c0c31c0237bd5fc94",
"firstName": "1073",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"voice": [
"1073"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "1073",
"serviceIdentifier": "8334",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": []
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "684ffbde0eaa0f7ecef7bb81",
"roomInfo": {
"id": "684ffbde0eaa0f7ecef7bb80",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"mrdId": "6305de07166ba1099d11d8e6",
"agentId": "380d075c-5731-4c95-ad70-c968ddcce003",
"conversations": [
"684ffbc10eaa0f7ecef7a946"
]
},
"roomInfo": {
"id": "684ffbde0eaa0f7ecef7bb80",
"mode": "CONTACT_CENTER"
}
}
},
"metadata": {},
"messages": [],
"slots": {}
}
}
|
Agent SLA Expired | This node is invoked when the agent SLA expires. | Payload
CODE
{
"_msgid": "12345",
"req": {},
"res": {},
"payload": {
"roomId": "12345",
"conversation": {},
"intent": "AGENT_SLA_EXPIRED",
"entities": {
"cimEvent": {
"id": "684fff257b651e4d09f9e1cd",
"name": "AGENT_SLA_EXPIRED",
"type": "NOTIFICATION",
"timestamp": 1750073125012,
"conversationId": "684ffef60eaa0f7ecef7da95",
"eventEmitter": {
"id": "38327e73-4a21-4ad4-a958-a6385c8636aa",
"type": "BOT",
"senderName": "CONVERSATION_MONITOR",
"additionalDetail": null
},
"channelSession": {
"participantType": "ChannelSession",
"id": "684ffef6ac64457507a17804",
"channel": {
"id": "67ee5e7f3ecdb0182766959d",
"calendarId": "",
"name": "web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "6849023ef0225c3c22a79dc7",
"name": null
},
"channelConfig": {
"id": "6849023ef0225c3c22a79dc8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "67ee5e2e2f3cf82d78a0a4b0",
"agentRequestTtl": 120
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
"id": "67ee5d5f3ecdb01827669594",
"name": "web",
"channelProviderInterface": {
"id": "67ee5d533ecdb01827669592",
"name": "web",
"supportedChannelTypes": [
{
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "67ee5d5f3ecdb01827669596",
"name": null
}
},
"channelType": {
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "684ffb6f0c31c0237bd5fda2",
"firstName": "Zubair",
"phoneNumber": [
""
],
"isAnonymous": false,
"__v": 0,
"voice": [
""
],
"youtube": [
""
],
"newTestAttribute": "",
"test": "",
"facebook": [
""
],
"telegram": [
""
],
"instagram": [
""
],
"linkedin": [
""
],
"viber": [
""
],
"url": "",
"labels": [],
"password": "",
"twitter": [
""
],
"web": [
"03024876634"
],
"email": [
""
],
"pIIAtribute": ""
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03024876634",
"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": 0.041022892696972235,
"formId": "6839b2ccda55e3371d16221f",
"filledBy": "web-widget",
"attributes": [
{
"value": "03024876634",
"key": "phone",
"type": "string"
},
{
"value": "Zubair",
"key": "name",
"type": "string"
}
],
"createdOn": "2025-06-16T11:24:37.667Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "684ffef60eaa0f7ecef7da95",
"roomInfo": {
"id": "684ffef60eaa0f7ecef7da94",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"id": "684ffef60eaa0f7ecef7da95",
"customer": {
"_id": "684ffb6f0c31c0237bd5fda2",
"firstName": "Zubair",
"phoneNumber": [
""
],
"isAnonymous": false,
"__v": 0,
"voice": [
""
],
"youtube": [
""
],
"newTestAttribute": "",
"test": "",
"facebook": [
""
],
"telegram": [
""
],
"instagram": [
""
],
"linkedin": [
""
],
"viber": [
""
],
"url": "",
"labels": [],
"password": "",
"twitter": [
""
],
"web": [
"03024876634"
],
"email": [
""
],
"pIIAtribute": ""
},
"participants": [
{
"type": "BOT",
"role": "ASSISTANT",
"participant": {
"participantType": "Bot",
"id": "67ee5dae005d2a02cfeec866",
"type": "RASA",
"name": "rasa",
"uri": "http://192.168.2.48:30800"
},
"id": "684ffef60eaa0f7ecef7db19",
"joiningTime": 1750073078123,
"token": null,
"conversationId": null,
"isActive": true,
"userCredentials": {},
"state": null,
"stateChangedOn": null
},
{
"type": "CUSTOMER",
"role": "CUSTOMER",
"participant": {
"participantType": "ChannelSession",
"id": "684ffef6ac64457507a17804",
"channel": {
"id": "67ee5e7f3ecdb0182766959d",
"calendarId": "",
"name": "web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "6849023ef0225c3c22a79dc7",
"name": null
},
"channelConfig": {
"id": "6849023ef0225c3c22a79dc8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "67ee5e2e2f3cf82d78a0a4b0",
"agentRequestTtl": 120
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
"id": "67ee5d5f3ecdb01827669594",
"name": "web",
"channelProviderInterface": {
"id": "67ee5d533ecdb01827669592",
"name": "web",
"supportedChannelTypes": [
{
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "67ee5d5f3ecdb01827669596",
"name": null
}
},
"channelType": {
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "684ffb6f0c31c0237bd5fda2",
"firstName": "Zubair",
"phoneNumber": [
""
],
"isAnonymous": false,
"__v": 0,
"voice": [
""
],
"youtube": [
""
],
"newTestAttribute": "",
"test": "",
"facebook": [
""
],
"telegram": [
""
],
"instagram": [
""
],
"linkedin": [
""
],
"viber": [
""
],
"url": "",
"labels": [],
"password": "",
"twitter": [
""
],
"web": [
"03024876634"
],
"email": [
""
],
"pIIAtribute": ""
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03024876634",
"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": 0.041022892696972235,
"formId": "6839b2ccda55e3371d16221f",
"filledBy": "web-widget",
"attributes": [
{
"value": "03024876634",
"key": "phone",
"type": "string"
},
{
"value": "Zubair",
"key": "name",
"type": "string"
}
],
"createdOn": "2025-06-16T11:24:37.667Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "684ffef60eaa0f7ecef7da95",
"roomInfo": {
"id": "684ffef60eaa0f7ecef7da94",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"id": "684ffef60eaa0f7ecef7dbd8",
"joiningTime": 1750073078149,
"token": null,
"conversationId": "684ffef60eaa0f7ecef7da95",
"isActive": true,
"userCredentials": {},
"state": "SUBSCRIBED",
"stateChangedOn": null
},
{
"type": "AGENT",
"role": "PRIMARY",
"participant": {
"participantType": "CCUser",
"id": "380d075c-5731-4c95-ad70-c968ddcce003",
"keycloakUser": {
"id": "380d075c-5731-4c95-ad70-c968ddcce003",
"firstName": "",
"lastName": "",
"roles": [
"default-roles-expertflow",
"agent",
"offline_access",
"uma_authorization",
"supervisor"
],
"username": "voice1",
"permittedResources": {
"Resources": [
{
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd",
"scopes": [
"view"
]
},
{
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings",
"scopes": [
"view"
]
},
{
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels",
"scopes": [
"assign_label",
"manage"
]
},
{
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting",
"scopes": [
"view"
]
},
{
"rsid": "70d72777-ede1-41e7-9117-9613e1b7db9d",
"rsname": "teams",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute",
"scopes": [
"view"
]
},
{
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager",
"scopes": [
"view"
]
},
{
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings",
"scopes": [
"view"
]
},
{
"rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
"rsname": "supervisor",
"scopes": [
"view_all"
]
},
{
"rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
"rsname": "agent-mrd",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "1f4de32d-7beb-4d4b-9b1d-a486e97d0a0f",
"rsname": "agent-dashboard",
"scopes": [
"view"
]
},
{
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control",
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference",
"view_consult"
]
},
{
"rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
"rsname": "pull-mode-list",
"scopes": [
"view"
]
},
{
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer",
"scopes": [
"masked_pii",
"view",
"view_pii",
"view_in_conversation",
"manage_in_conversation",
"manage"
]
},
{
"rsid": "c6c6163a-cda1-4885-8c06-51c90e16034a",
"rsname": "queue",
"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"
]
},
{
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change",
"scopes": [
"manage_state_change"
]
},
{
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget",
"scopes": [
"view"
]
},
{
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "28310ed8-282f-4bda-8254-36cb81382c72",
"rsname": "recording-link",
"scopes": [
"view",
"view_all"
]
},
{
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine",
"scopes": [
"view"
]
},
{
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms",
"scopes": [
"view"
]
},
{
"rsid": "3f2e9f99-21f6-4035-a6ac-c8b900e32d30",
"rsname": "conversation-studio",
"scopes": [
"view"
]
}
]
},
"realm": "expertflow",
"attributes": {
"agentExtension": [
"1106"
]
},
"userTeam": {
"teamId": "49466f1f-00ed-4f8d-8e40-b9d93d1f5d09",
"teamName": "Agents"
},
"supervisedTeams": []
},
"associatedRoutingAttributes": [],
"associatedMrds": []
},
"id": "882e16e3-29cd-4aa5-8267-75a0d8ad40f8",
"joiningTime": 1750073083645,
"token": null,
"conversationId": "684ffef60eaa0f7ecef7da95",
"isActive": true,
"userCredentials": null,
"state": "SUBSCRIBED",
"stateChangedOn": null
}
],
"agentParticipants": [],
"state": "ACTIVE",
"conversationDirection": "INBOUND",
"durationInSeconds": null,
"channelSession": {
"participantType": "ChannelSession",
"id": "684ffef6ac64457507a17804",
"channel": {
"id": "67ee5e7f3ecdb0182766959d",
"calendarId": "",
"name": "web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "6849023ef0225c3c22a79dc7",
"name": null
},
"channelConfig": {
"id": "6849023ef0225c3c22a79dc8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "67ee5e2e2f3cf82d78a0a4b0",
"agentRequestTtl": 120
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
"id": "67ee5d5f3ecdb01827669594",
"name": "web",
"channelProviderInterface": {
"id": "67ee5d533ecdb01827669592",
"name": "web",
"supportedChannelTypes": [
{
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "67ee5d5f3ecdb01827669596",
"name": null
}
},
"channelType": {
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "684ffb6f0c31c0237bd5fda2",
"firstName": "Zubair",
"phoneNumber": [
""
],
"isAnonymous": false,
"__v": 0,
"voice": [
""
],
"youtube": [
""
],
"newTestAttribute": "",
"test": "",
"facebook": [
""
],
"telegram": [
""
],
"instagram": [
""
],
"linkedin": [
""
],
"viber": [
""
],
"url": "",
"labels": [],
"password": "",
"twitter": [
""
],
"web": [
"03024876634"
],
"email": [
""
],
"pIIAtribute": ""
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03024876634",
"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": 0.041022892696972235,
"formId": "6839b2ccda55e3371d16221f",
"filledBy": "web-widget",
"attributes": [
{
"value": "03024876634",
"key": "phone",
"type": "string"
},
{
"value": "Zubair",
"key": "name",
"type": "string"
}
],
"createdOn": "2025-06-16T11:24:37.667Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "684ffef60eaa0f7ecef7da95",
"roomInfo": {
"id": "684ffef60eaa0f7ecef7da94",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"creationTime": 1750073078061,
"endTime": null,
"conversationData": [
{
"type": "STRING",
"key": "phone",
"value": "03024876634"
},
{
"type": "STRING",
"key": "name",
"value": "Zubair"
}
],
"metadata": {
"botId": "67ee5dae005d2a02cfeec866",
"lastUsedChannelSession": {
"participantType": "ChannelSession",
"id": "684ffef6ac64457507a17804",
"channel": {
"id": "67ee5e7f3ecdb0182766959d",
"calendarId": "",
"name": "web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "6849023ef0225c3c22a79dc7",
"name": null
},
"channelConfig": {
"id": "6849023ef0225c3c22a79dc8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "67ee5e2e2f3cf82d78a0a4b0",
"agentRequestTtl": 120
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
"id": "67ee5d5f3ecdb01827669594",
"name": "web",
"channelProviderInterface": {
"id": "67ee5d533ecdb01827669592",
"name": "web",
"supportedChannelTypes": [
{
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "67ee5d5f3ecdb01827669596",
"name": null
}
},
"channelType": {
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "684ffb6f0c31c0237bd5fda2",
"firstName": "Zubair",
"phoneNumber": [
""
],
"isAnonymous": false,
"__v": 0,
"voice": [
""
],
"youtube": [
""
],
"newTestAttribute": "",
"test": "",
"facebook": [
""
],
"telegram": [
""
],
"instagram": [
""
],
"linkedin": [
""
],
"viber": [
""
],
"url": "",
"labels": [],
"password": "",
"twitter": [
""
],
"web": [
"03024876634"
],
"email": [
""
],
"pIIAtribute": ""
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03024876634",
"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": 0.041022892696972235,
"formId": "6839b2ccda55e3371d16221f",
"filledBy": "web-widget",
"attributes": [
{
"value": "03024876634",
"key": "phone",
"type": "string"
},
{
"value": "Zubair",
"key": "name",
"type": "string"
}
],
"createdOn": "2025-06-16T11:24:37.667Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "684ffef60eaa0f7ecef7da95",
"roomInfo": {
"id": "684ffef60eaa0f7ecef7da94",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
}
},
"roomInfo": {
"id": "684ffef60eaa0f7ecef7da94",
"mode": "CONTACT_CENTER"
},
"agentSla": {
"totalDuration": 40,
"action": null,
"startTime": null
},
"cachedAgentSlaDuration": 0,
"holdTimerDetails": {
"totalDuration": null,
"startTime": null
},
"agentHandRaise": {
"handRaised": false,
"agentNames": []
},
"externalGadgets": [],
"wrapUps": []
},
"roomInfo": {
"id": "684ffef60eaa0f7ecef7da94",
"mode": "CONTACT_CENTER"
}
}
},
"metadata": {},
"messages": [],
"slots": {}
}
}
|
Agent Subscribed | This node is invoked when an agent subscribes to a conversation and Conversation Manager published AGENT_SUBSCRIBED event. | Payload
CODE
{
"_msgid": "12345",
"req": {},
"res": {},
"payload": {
"roomId": "12345",
"conversation": {},
"intent": "AGENT_SUBSCRIBED",
"entities": {
"cimEvent": {
"id": "17155ec9-a4f0-40df-bc5d-5c56070e53d1",
"name": "AGENT_SUBSCRIBED",
"timestamp": 1750073472001,
"type": "NOTIFICATION",
"conversationId": "685000720eaa0f7ecef7fc59",
"roomInfo": {
"id": "685000720eaa0f7ecef7fc58",
"mode": "CONTACT_CENTER"
},
"eventEmitter": {
"id": "7a473cf0-aeeb-11ed-ad5f-b35af61a7d08",
"type": "SYSTEM",
"senderName": "AGENT_MANAGER"
},
"data": {
"agentParticipant": {
"id": "39f70a9d-99f9-4a7b-bb86-4c60f3ae0830",
"type": "AGENT",
"participant": {
"id": "380d075c-5731-4c95-ad70-c968ddcce003",
"participantType": "CCUser",
"keycloakUser": {
"id": "380d075c-5731-4c95-ad70-c968ddcce003",
"firstName": "",
"lastName": "",
"username": "voice1",
"roles": [
"default-roles-expertflow",
"agent",
"offline_access",
"uma_authorization",
"supervisor"
],
"realm": "expertflow",
"attributes": {
"agentExtension": [
"1106"
]
},
"userTeam": {
"teamId": "49466f1f-00ed-4f8d-8e40-b9d93d1f5d09",
"teamName": "Agents"
},
"supervisedTeams": [],
"permittedResources": {
"Resources": [
{
"scopes": [
"view"
],
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd"
},
{
"scopes": [
"view"
],
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes"
},
{
"scopes": [
"assign_label",
"manage"
],
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels"
},
{
"scopes": [
"view"
],
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "70d72777-ede1-41e7-9117-9613e1b7db9d",
"rsname": "teams"
},
{
"scopes": [
"view"
],
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute"
},
{
"scopes": [
"view"
],
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager"
},
{
"scopes": [
"view"
],
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings"
},
{
"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"
],
"rsid": "1f4de32d-7beb-4d4b-9b1d-a486e97d0a0f",
"rsname": "agent-dashboard"
},
{
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference",
"view_consult"
],
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control"
},
{
"scopes": [
"view"
],
"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": "2158c6d6-cfdc-4ecb-aab4-8c521ee0d193",
"rsname": "subscribed-list"
},
{
"scopes": [
"view"
],
"rsid": "150d59e0-c2db-46b6-8a1a-b8ccb4dde6f7",
"rsname": "reason-code"
},
{
"scopes": [
"manage_state_change"
],
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change"
},
{
"scopes": [
"view"
],
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema"
},
{
"scopes": [
"view",
"view_all"
],
"rsid": "28310ed8-282f-4bda-8254-36cb81382c72",
"rsname": "recording-link"
},
{
"scopes": [
"view"
],
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine"
},
{
"scopes": [
"view"
],
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms"
},
{
"scopes": [
"view"
],
"rsid": "3f2e9f99-21f6-4035-a6ac-c8b900e32d30",
"rsname": "conversation-studio"
}
]
}
},
"associatedRoutingAttributes": []
},
"token": null,
"conversationId": "685000720eaa0f7ecef7fc59",
"role": "PRIMARY",
"userCredentials": null,
"state": "SUBSCRIBED"
},
"reason": null
}
}
},
"metadata": {},
"messages": [],
"slots": {}
}
}
|
Agent Unsubscribed | This node is in when an agent leaves a conversation. | Payload
CODE
{
"_msgid": "12345",
"req": {},
"res": {},
"payload": {
"roomId": "12345",
"conversation": {},
"intent": "AGENT_UNSUBSCRIBED",
"entities": {
"cimEvent": {
"id": "113a8842-2f54-43b3-a848-d2bc5ff3cabc",
"name": "AGENT_UNSUBSCRIBED",
"timestamp": 1750073125191,
"type": "NOTIFICATION",
"conversationId": "684ffef60eaa0f7ecef7da95",
"roomInfo": {
"id": "684ffef60eaa0f7ecef7da94",
"mode": "CONTACT_CENTER"
},
"eventEmitter": {
"id": "7a473cf0-aeeb-11ed-ad5f-b35af61a7d08",
"type": "SYSTEM",
"senderName": "AGENT_MANAGER"
},
"data": {
"agentParticipant": {
"id": "882e16e3-29cd-4aa5-8267-75a0d8ad40f8",
"type": "AGENT",
"participant": {
"id": "380d075c-5731-4c95-ad70-c968ddcce003",
"participantType": "CCUser",
"keycloakUser": {
"id": "380d075c-5731-4c95-ad70-c968ddcce003",
"firstName": "",
"lastName": "",
"username": "voice1",
"roles": [
"default-roles-expertflow",
"agent",
"offline_access",
"uma_authorization",
"supervisor"
],
"realm": "expertflow",
"attributes": {
"agentExtension": [
"1106"
]
},
"userTeam": {
"teamId": "49466f1f-00ed-4f8d-8e40-b9d93d1f5d09",
"teamName": "Agents"
},
"supervisedTeams": [],
"permittedResources": {
"Resources": [
{
"scopes": [
"view"
],
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd"
},
{
"scopes": [
"view"
],
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes"
},
{
"scopes": [
"assign_label",
"manage"
],
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels"
},
{
"scopes": [
"view"
],
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "70d72777-ede1-41e7-9117-9613e1b7db9d",
"rsname": "teams"
},
{
"scopes": [
"view"
],
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute"
},
{
"scopes": [
"view"
],
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager"
},
{
"scopes": [
"view"
],
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings"
},
{
"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"
],
"rsid": "1f4de32d-7beb-4d4b-9b1d-a486e97d0a0f",
"rsname": "agent-dashboard"
},
{
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference",
"view_consult"
],
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control"
},
{
"scopes": [
"view"
],
"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": "2158c6d6-cfdc-4ecb-aab4-8c521ee0d193",
"rsname": "subscribed-list"
},
{
"scopes": [
"view"
],
"rsid": "150d59e0-c2db-46b6-8a1a-b8ccb4dde6f7",
"rsname": "reason-code"
},
{
"scopes": [
"manage_state_change"
],
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change"
},
{
"scopes": [
"view"
],
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget"
},
{
"scopes": [
"view",
"manage"
],
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema"
},
{
"scopes": [
"view",
"view_all"
],
"rsid": "28310ed8-282f-4bda-8254-36cb81382c72",
"rsname": "recording-link"
},
{
"scopes": [
"view"
],
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine"
},
{
"scopes": [
"view"
],
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms"
},
{
"scopes": [
"view"
],
"rsid": "3f2e9f99-21f6-4035-a6ac-c8b900e32d30",
"rsname": "conversation-studio"
}
]
}
},
"associatedRoutingAttributes": []
},
"token": null,
"conversationId": "684ffef60eaa0f7ecef7da95",
"role": "PRIMARY",
"userCredentials": null,
"state": "SUBSCRIBED"
},
"reason": "SLA_EXPIRED"
}
}
},
"metadata": {},
"messages": [],
"slots": {}
}
}
|
Channel Session Expired | This node is invoked when a channel session expires. | |
Channel Session Started | This node is invoked when CHANNEL_SESSION_STARTED event is processed by the Conversation Manager. | Payload
CODE
{
"_msgid": "12345",
"req": {},
"res": {},
"payload": {
"roomId": "12345",
"conversation": {},
"intent": "CHANNEL_SESSION_STARTED",
"entities": {
"cimEvent": {
"id": "68500072ac64457507a17d90",
"name": "CHANNEL_SESSION_STARTED",
"type": "NOTIFICATION",
"timestamp": 1750073458863,
"conversationId": "685000720eaa0f7ecef7fc59",
"eventEmitter": {
"id": "684ffb6f0c31c0237bd5fda2",
"type": "CUSTOMER",
"senderName": "Zubair",
"additionalDetail": {
"voice": [
""
],
"youtube": [
""
],
"newTestAttribute": "",
"test": "",
"facebook": [
""
],
"telegram": [
""
],
"instagram": [
""
],
"linkedin": [
""
],
"viber": [
""
],
"url": "",
"labels": [],
"password": "",
"twitter": [
""
],
"web": [
"03024876634"
],
"email": [
""
],
"pIIAtribute": ""
}
},
"channelSession": {
"participantType": "ChannelSession",
"id": "68500072ac64457507a17d59",
"channel": {
"id": "67ee5e7f3ecdb0182766959d",
"calendarId": "",
"name": "web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "6849023ef0225c3c22a79dc7",
"name": null
},
"channelConfig": {
"id": "6849023ef0225c3c22a79dc8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "67ee5e2e2f3cf82d78a0a4b0",
"agentRequestTtl": 120
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
"id": "67ee5d5f3ecdb01827669594",
"name": "web",
"channelProviderInterface": {
"id": "67ee5d533ecdb01827669592",
"name": "web",
"supportedChannelTypes": [
{
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "67ee5d5f3ecdb01827669596",
"name": null
}
},
"channelType": {
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "684ffb6f0c31c0237bd5fda2",
"firstName": "Zubair",
"phoneNumber": [
""
],
"isAnonymous": false,
"__v": 0,
"voice": [
""
],
"youtube": [
""
],
"newTestAttribute": "",
"test": "",
"facebook": [
""
],
"telegram": [
""
],
"instagram": [
""
],
"linkedin": [
""
],
"viber": [
""
],
"url": "",
"labels": [],
"password": "",
"twitter": [
""
],
"web": [
"03024876634"
],
"email": [
""
],
"pIIAtribute": ""
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03024876634",
"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": 0.10797227472338078,
"formId": "6839b2ccda55e3371d16221f",
"filledBy": "web-widget",
"attributes": [
{
"value": "03024876634",
"key": "phone",
"type": "string"
},
{
"value": "Zubair",
"key": "name",
"type": "string"
}
],
"createdOn": "2025-06-16T11:30:58.344Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
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},
"isActive": true,
"conversationId": "685000720eaa0f7ecef7fc59",
"roomInfo": {
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"mode": "CONTACT_CENTER"
},
"state": {
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"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"id": "68500072ac64457507a17d59",
"participantType": "ChannelSession",
"channel": {
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"calendarId": "",
"name": "web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
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"name": null
},
"channelConfig": {
"id": "6849023ef0225c3c22a79dc8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
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"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "67ee5e2e2f3cf82d78a0a4b0",
"agentRequestTtl": 120
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
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"name": "web",
"channelProviderInterface": {
"id": "67ee5d533ecdb01827669592",
"name": "web",
"supportedChannelTypes": [
{
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"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "67ee5d5f3ecdb01827669596",
"name": null
}
},
"channelType": {
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "684ffb6f0c31c0237bd5fda2",
"firstName": "Zubair",
"phoneNumber": [
""
],
"isAnonymous": false,
"__v": 0,
"voice": [
""
],
"youtube": [
""
],
"newTestAttribute": "",
"test": "",
"facebook": [
""
],
"telegram": [
""
],
"instagram": [
""
],
"linkedin": [
""
],
"viber": [
""
],
"url": "",
"labels": [],
"password": "",
"twitter": [
""
],
"web": [
"03024876634"
],
"email": [
""
],
"pIIAtribute": ""
},
"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": 0.10797227472338078,
"formId": "6839b2ccda55e3371d16221f",
"filledBy": "web-widget",
"attributes": [
{
"value": "03024876634",
"key": "phone",
"type": "string"
},
{
"value": "Zubair",
"key": "name",
"type": "string"
}
],
"createdOn": "2025-06-16T11:30:58.344Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "685000720eaa0f7ecef7fc59",
"roomInfo": {
"id": "685000720eaa0f7ecef7fc58",
"mode": "CONTACT_CENTER"
},
"state": {
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"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"roomInfo": {
"id": "685000720eaa0f7ecef7fc58",
"mode": "CONTACT_CENTER"
}
}
},
"metadata": {},
"messages": [],
"slots": {}
}
}
|
Conversation Paused | When a conversation is paused, an event of type CONVERSATION_PAUSED is published by Agent Manager. This node is invoked as a result of Conversation Manager processing this event. | |
Conversation Resumed | When a conversation is resumed, an event of type CONVERSATION_RESUMED is published. This node is invoked as a result of Conversation Manager processing this event. | |
Conversation Started | Whenever a new conversation starts, Conversation Manager calls the Conversation Studio with the intent CONVERSATION_STARTED. | Payload
CODE
{
"_msgid": "12345",
"req": {},
"res": {},
"payload": {
"roomId": "12345",
"conversation": {},
"intent": "CONVERSATION_STARTED",
"entities": {
"channelSession": {
"participantType": "ChannelSession",
"id": "68500072ac64457507a17d59",
"channel": {
"id": "67ee5e7f3ecdb0182766959d",
"calendarId": "",
"name": "web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "6849023ef0225c3c22a79dc7",
"name": null
},
"channelConfig": {
"id": "6849023ef0225c3c22a79dc8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
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"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "67ee5e2e2f3cf82d78a0a4b0",
"agentRequestTtl": 120
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
"id": "67ee5d5f3ecdb01827669594",
"name": "web",
"channelProviderInterface": {
"id": "67ee5d533ecdb01827669592",
"name": "web",
"supportedChannelTypes": [
{
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "67ee5d5f3ecdb01827669596",
"name": null
}
},
"channelType": {
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "684ffb6f0c31c0237bd5fda2",
"firstName": "Zubair",
"phoneNumber": [
""
],
"isAnonymous": false,
"__v": 0,
"voice": [
""
],
"youtube": [
""
],
"newTestAttribute": "",
"test": "",
"facebook": [
""
],
"telegram": [
""
],
"instagram": [
""
],
"linkedin": [
""
],
"viber": [
""
],
"url": "",
"labels": [],
"password": "",
"twitter": [
""
],
"web": [
"03024876634"
],
"email": [
""
],
"pIIAtribute": ""
},
"customerSuggestions": [],
"channelData": {
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"serviceIdentifier": "1122",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": [
{
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"type": "WebChannelData",
"value": {
"browserDeviceInfo": {
"browserId": null,
"browserIdExpiryTime": null,
"browserName": null,
"deviceType": null
},
"queue": "",
"locale": {
"timezone": null,
"language": null,
"country": null
},
"formData": {
"id": 0.10797227472338078,
"formId": "6839b2ccda55e3371d16221f",
"filledBy": "web-widget",
"attributes": [
{
"value": "03024876634",
"key": "phone",
"type": "string"
},
{
"value": "Zubair",
"key": "name",
"type": "string"
}
],
"createdOn": "2025-06-16T11:30:58.344Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "685000720eaa0f7ecef7fc59",
"roomInfo": {
"id": "685000720eaa0f7ecef7fc58",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
}
},
"metadata": {},
"messages": [],
"slots": {}
}
}
|
Customer SLA Expired | This intent is invoked when a customer sla gets expired. | Payload
CODE
{
"_msgid": "12345",
"req": {},
"res": {},
"payload": {
"roomId": "12345",
"conversation": {},
"intent": "CUSTOMER_SLA_EXPIRED",
"entities": {
"cimEvent": {
"id": "684fdfad7b651e4d09f9cfeb",
"name": "CUSTOMER_SLA_EXPIRED",
"type": "NOTIFICATION",
"timestamp": 1750065069652,
"conversationId": "684fd19c0eaa0f7ecef76742",
"eventEmitter": {
"id": "38327e73-4a21-4ad4-a958-a6385c8636aa",
"type": "BOT",
"senderName": "CONVERSATION_MONITOR",
"additionalDetail": null
},
"channelSession": {
"participantType": "ChannelSession",
"id": "E0xgWoT_DQtmyJucOln2SA..",
"channel": {
"id": "6837f9ed2822143c1c58ccd1",
"calendarId": "",
"name": "8334",
"serviceIdentifier": "8334",
"defaultOutbound": true,
"tenant": {
"id": "6837f9ed2822143c1c58ccd7",
"name": null
},
"channelConfig": {
"id": "6837f9ed2822143c1c58ccd8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 3600,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
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"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "6837f9c0fcc2a63a53a9af93",
"agentRequestTtl": 3600
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
"id": "6837f99b2822143c1c58cc46",
"name": "voice",
"channelProviderInterface": {
"id": "6837f9962822143c1c58cc43",
"name": "voice",
"supportedChannelTypes": [
{
"id": "67ee370b3ecdb01827669589",
"name": "CX_VOICE",
"channelLogo": "_CX_VOICE.svg",
"isInteractive": true,
"mediaRoutingDomain": "62f9e360ea5311eda05b0242"
}
],
"providerWebhook": "http://192.168.1.17:8334/ccm-msg/receive",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6837f99b2822143c1c58cc48",
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}
},
"channelType": {
"id": "67ee370b3ecdb01827669589",
"name": "CX_VOICE",
"channelLogo": "_CX_VOICE.svg",
"isInteractive": true,
"mediaRoutingDomain": "62f9e360ea5311eda05b0242"
}
},
"customer": {
"_id": "684fd19c0c31c0237bd5fc94",
"firstName": "1073",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"voice": [
"1073"
]
},
"customerSuggestions": [],
"channelData": {
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"serviceIdentifier": "8334",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": []
},
"latestIntent": null,
"customerPresence": {
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},
"isActive": true,
"conversationId": "684fd19c0eaa0f7ecef76742",
"roomInfo": {
"id": "684fd19c0eaa0f7ecef76741",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"id": "684fd19c0eaa0f7ecef76742",
"customer": {
"_id": "684fd19c0c31c0237bd5fc94",
"firstName": "1073",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"voice": [
"1073"
]
},
"participants": [
{
"type": "CUSTOMER",
"role": "CUSTOMER",
"participant": {
"participantType": "ChannelSession",
"id": "E0xgWoT_DQtmyJucOln2SA..",
"channel": {
"id": "6837f9ed2822143c1c58ccd1",
"calendarId": "",
"name": "8334",
"serviceIdentifier": "8334",
"defaultOutbound": true,
"tenant": {
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"name": null
},
"channelConfig": {
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"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 3600,
"customerSla": {
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"action": null,
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},
"customerIdentificationCriteria": {
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},
"routingPolicy": {
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"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "6837f9c0fcc2a63a53a9af93",
"agentRequestTtl": 3600
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
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"name": "voice",
"channelProviderInterface": {
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"name": "voice",
"supportedChannelTypes": [
{
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}
],
"providerWebhook": "http://192.168.1.17:8334/ccm-msg/receive",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
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}
},
"channelType": {
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"name": "CX_VOICE",
"channelLogo": "_CX_VOICE.svg",
"isInteractive": true,
"mediaRoutingDomain": "62f9e360ea5311eda05b0242"
}
},
"customer": {
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"__v": 0,
"voice": [
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]
},
"customerSuggestions": [],
"channelData": {
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"customerFirstName": null,
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},
"latestIntent": null,
"customerPresence": {
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},
"isActive": true,
"conversationId": "684fd19c0eaa0f7ecef76742",
"roomInfo": {
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"mode": "CONTACT_CENTER"
},
"state": {
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},
"channelSessionDirection": "INBOUND",
"active": true
},
"id": "684fd19d0eaa0f7ecef767c4",
"joiningTime": 1750061469285,
"token": null,
"conversationId": "684fd19c0eaa0f7ecef76742",
"isActive": true,
"userCredentials": {},
"state": "SUBSCRIBED",
"stateChangedOn": null
}
],
"agentParticipants": [],
"state": "INACTIVE",
"conversationDirection": "INBOUND",
"durationInSeconds": null,
"channelSession": {
"participantType": "ChannelSession",
"id": "E0xgWoT_DQtmyJucOln2SA..",
"channel": {
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"calendarId": "",
"name": "8334",
"serviceIdentifier": "8334",
"defaultOutbound": true,
"tenant": {
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},
"channelConfig": {
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"responseSla": 0,
"customerActivityTimeout": 3600,
"customerSla": {
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},
"customerIdentificationCriteria": {
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},
"routingPolicy": {
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},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
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"name": "voice",
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"supportedChannelTypes": [
{
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"channelLogo": "_CX_VOICE.svg",
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],
"providerWebhook": "http://192.168.1.17:8334/ccm-msg/receive",
"channelProviderConfigSchema": []
},
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"tenant": {
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}
},
"channelType": {
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}
},
"customer": {
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"__v": 0,
"voice": [
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]
},
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"channelData": {
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},
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"customerPresence": {
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},
"isActive": true,
"conversationId": "684fd19c0eaa0f7ecef76742",
"roomInfo": {
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"mode": "CONTACT_CENTER"
},
"state": {
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"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"creationTime": 1750061468986,
"endTime": null,
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|
Find Agent | Whenever the system want to find an agent for a conversation, it publishes the FIND_AGENT event which is then processed by Conversation Manager which as a result calls the Conversation Studio with FIND_AGENT intent. | Complete Payload
CODE
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"name": "FIND_AGENT",
"type": "NOTIFICATION",
"timestamp": 1754302153479,
"conversationId": "689086bc21e46414c0293b5b",
"eventEmitter": {
"id": "687e6f2d9a788f07a2b7b2d0",
"type": "BOT",
"senderName": "Rasa",
"additionalDetail": null
},
"channelSession": {
"participantType": "ChannelSession",
"id": "689086bb947714522d57f5ed",
"channel": {
"id": "687e73374feeab5276024a0c",
"calendarId": "",
"name": "Web_Channel",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "68831a294feeab52760250ec",
"name": null
},
"channelConfig": {
"id": "68831a294feeab52760250ed",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 300,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "687e701cdd78bc7ef5baac6e",
"agentRequestTtl": 300
},
"botId": "687e6f2d9a788f07a2b7b2d0"
},
"channelConnector": {
"id": "687e6ab14feeab5276024a04",
"name": "Web_Channel_Connector",
"channelProviderInterface": {
"id": "687e6a894feeab5276024a02",
"name": "Web_Channel_Provider",
"supportedChannelTypes": [
{
"id": "687e28c24feeab52760249f6",
"name": "WEB",
"channelLogo": "15410_sms.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "687e6ab14feeab5276024a06",
"name": null
}
},
"channelType": {
"id": "687e28c24feeab52760249f6",
"name": "WEB",
"channelLogo": "15410_sms.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "689086bc25762706f5f4ac24",
"firstName": "153151355315135153",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"153151355315135153"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "153151355315135153",
"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": 0.5209085559264146,
"formId": "687f2532b2a014adf550db9d",
"filledBy": "web-widget",
"attributes": [
{
"value": "153151355315135153",
"key": "phone",
"type": "string"
}
],
"createdOn": "2025-08-04T10:08:59.806Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "689086bc21e46414c0293b5b",
"roomInfo": {
"id": "689086bc21e46414c0293b5a",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"queue": null,
"requestType": null,
"additionalDetails": null
},
"roomInfo": {
"id": "689086bc21e46414c0293b5a",
"mode": "CONTACT_CENTER"
}
}
},
"metadata": {},
"messages": []
}
|
No Response Entity | | |
Participant Role Changed | This event indicates that the role of some participants has changed. For example, if the role of the bot is changed from PRIMARY to ASSISTANT. | Contains the participant object for which the role has been changed alongside the metadata. cimEvent.data.conversationParticipant
cimEvent.data.metadata
Complete Payload
CODE
{
"_msgid": "12345",
"req": {},
"res": {},
"payload": {
"roomId": "12345",
"conversation": {},
"intent": "PARTICIPANT_ROLE_CHANGED",
"entities": {
"cimEvent": {
"id": "684ffbf30eaa0f7ecef7cfba",
"name": "PARTICIPANT_ROLE_CHANGED",
"type": "NOTIFICATION",
"timestamp": 1750072307016,
"conversationId": "684ffbde0eaa0f7ecef7bb81",
"eventEmitter": {
"id": "38327e73-4a21-4ad4-a958-a6385c8636aa",
"type": "BOT",
"senderName": "CONVERSATION_MONITOR",
"additionalDetail": null
},
"channelSession": {
"participantType": "ChannelSession",
"id": "GQLAJRxeLTC7rVOhclj79Q..",
"channel": {
"id": "6837f9ed2822143c1c58ccd1",
"calendarId": "",
"name": "8334",
"serviceIdentifier": "8334",
"defaultOutbound": true,
"tenant": {
"id": "6837f9ed2822143c1c58ccd7",
"name": null
},
"channelConfig": {
"id": "6837f9ed2822143c1c58ccd8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 3600,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "6837f9c0fcc2a63a53a9af93",
"agentRequestTtl": 3600
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
"id": "6837f99b2822143c1c58cc46",
"name": "voice",
"channelProviderInterface": {
"id": "6837f9962822143c1c58cc43",
"name": "voice",
"supportedChannelTypes": [
{
"id": "67ee370b3ecdb01827669589",
"name": "CX_VOICE",
"channelLogo": "_CX_VOICE.svg",
"isInteractive": true,
"mediaRoutingDomain": "62f9e360ea5311eda05b0242"
}
],
"providerWebhook": "http://192.168.1.17:8334/ccm-msg/receive",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6837f99b2822143c1c58cc48",
"name": null
}
},
"channelType": {
"id": "67ee370b3ecdb01827669589",
"name": "CX_VOICE",
"channelLogo": "_CX_VOICE.svg",
"isInteractive": true,
"mediaRoutingDomain": "62f9e360ea5311eda05b0242"
}
},
"customer": {
"_id": "684fd19c0c31c0237bd5fc94",
"firstName": "1073",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"voice": [
"1073"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "1073",
"serviceIdentifier": "8334",
"requestPriority": 0,
"customerFirstName": null,
"customerLastName": null,
"additionalAttributes": []
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "684ffbde0eaa0f7ecef7bb81",
"roomInfo": {
"id": "684ffbde0eaa0f7ecef7bb80",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"conversationParticipant": {
"type": "AGENT",
"role": "WRAP_UP",
"participant": {
"participantType": "CCUser",
"id": "380d075c-5731-4c95-ad70-c968ddcce003",
"keycloakUser": {
"id": "380d075c-5731-4c95-ad70-c968ddcce003",
"firstName": "",
"lastName": "",
"roles": [
"default-roles-expertflow",
"agent",
"offline_access",
"uma_authorization",
"supervisor"
],
"username": "voice1",
"permittedResources": {
"Resources": [
{
"rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
"rsname": "mrd",
"scopes": [
"view"
]
},
{
"rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
"rsname": "bot-settings",
"scopes": [
"view"
]
},
{
"rsid": "58ad83a2-e45d-43ff-b816-4a2ff32b5701",
"rsname": "agent-attributes",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels",
"scopes": [
"assign_label",
"manage"
]
},
{
"rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
"rsname": "agent-desk-setting",
"scopes": [
"view"
]
},
{
"rsid": "70d72777-ede1-41e7-9117-9613e1b7db9d",
"rsname": "teams",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "155be598-60d5-424e-bebb-8036f28548aa",
"rsname": "routing-attribute",
"scopes": [
"view"
]
},
{
"rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
"rsname": "channel-manager",
"scopes": [
"view"
]
},
{
"rsid": "79995a59-1c1c-4747-af83-8b35a1c71001",
"rsname": "general-settings",
"scopes": [
"view"
]
},
{
"rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
"rsname": "supervisor",
"scopes": [
"view_all"
]
},
{
"rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
"rsname": "agent-mrd",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "1f4de32d-7beb-4d4b-9b1d-a486e97d0a0f",
"rsname": "agent-dashboard",
"scopes": [
"view"
]
},
{
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control",
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference",
"view_consult"
]
},
{
"rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
"rsname": "pull-mode-list",
"scopes": [
"view"
]
},
{
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer",
"scopes": [
"masked_pii",
"view",
"view_pii",
"view_in_conversation",
"manage_in_conversation",
"manage"
]
},
{
"rsid": "c6c6163a-cda1-4885-8c06-51c90e16034a",
"rsname": "queue",
"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"
]
},
{
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change",
"scopes": [
"manage_state_change"
]
},
{
"rsid": "531824cc-1668-4af8-9a53-d7ac17be09bb",
"rsname": "web-widget",
"scopes": [
"view"
]
},
{
"rsid": "1d0c4094-9584-47fa-9a7f-4dee489cf4f7",
"rsname": "customer-schema",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "28310ed8-282f-4bda-8254-36cb81382c72",
"rsname": "recording-link",
"scopes": [
"view",
"view_all"
]
},
{
"rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
"rsname": "routing-engine",
"scopes": [
"view"
]
},
{
"rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
"rsname": "forms",
"scopes": [
"view"
]
},
{
"rsid": "3f2e9f99-21f6-4035-a6ac-c8b900e32d30",
"rsname": "conversation-studio",
"scopes": [
"view"
]
}
]
},
"realm": "expertflow",
"attributes": {
"agentExtension": [
"1106"
]
},
"userTeam": {
"teamId": "49466f1f-00ed-4f8d-8e40-b9d93d1f5d09",
"teamName": "Agents"
},
"supervisedTeams": []
},
"associatedRoutingAttributes": [],
"associatedMrds": []
},
"id": "e093ba4d-6872-448c-b0a8-6e633df8c1b4",
"joiningTime": 1750072293735,
"token": null,
"conversationId": "684ffbde0eaa0f7ecef7bb81",
"isActive": true,
"userCredentials": null,
"state": "SUBSCRIBED",
"stateChangedOn": null
},
"metadata": {
"reason": null
}
},
"roomInfo": {
"id": "684ffbde0eaa0f7ecef7bb80",
"mode": "CONTACT_CENTER"
}
}
},
"metadata": {},
"messages": [],
"slots": {}
}
}
|
Task Enqueued | This event is published when a task is enqueued in the queue | Contains the task and queue object within the cimEvent.data object Complete Payload
CODE
{
"_msgid": "12345",
"req": {},
"res": {},
"payload": {
"roomId": "12345",
"conversation": {},
"intent": "AGENT_MRD_INTERRUPTED",
"entities": {
"cimEvent": {
"id": "684ffbe68135cc53cd671fd1",
"name": "TASK_ENQUEUED",
"type": "NOTIFICATION",
"timestamp": 1750072294675,
"conversationId": "684ffbc10eaa0f7ecef7a946",
"eventEmitter": {
"id": "86e3d082-a904-11ed-afa1-0242ac120002",
"type": "SYSTEM",
"senderName": "ROUTING_ENGINE",
"additionalDetail": null
},
"channelSession": {
"participantType": "ChannelSession",
"id": "684ffbc1ac64457507a16e49",
"channel": {
"id": "67ee5e7f3ecdb0182766959d",
"calendarId": "",
"name": "web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "6849023ef0225c3c22a79dc7",
"name": null
},
"channelConfig": {
"id": "6849023ef0225c3c22a79dc8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "67ee5e2e2f3cf82d78a0a4b0",
"agentRequestTtl": 120
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
"id": "67ee5d5f3ecdb01827669594",
"name": "web",
"channelProviderInterface": {
"id": "67ee5d533ecdb01827669592",
"name": "web",
"supportedChannelTypes": [
{
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "67ee5d5f3ecdb01827669596",
"name": null
}
},
"channelType": {
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "684ffb6f0c31c0237bd5fda2",
"firstName": "Zubair",
"phoneNumber": [
""
],
"isAnonymous": false,
"__v": 0,
"voice": [
""
],
"youtube": [
""
],
"newTestAttribute": "",
"test": "",
"facebook": [
""
],
"telegram": [
""
],
"instagram": [
""
],
"linkedin": [
""
],
"viber": [
""
],
"url": "",
"labels": [],
"password": "",
"twitter": [
""
],
"web": [
"03024876634"
],
"email": [
""
],
"pIIAtribute": ""
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "03024876634",
"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": 0.15650353314038734,
"formId": "6839b2ccda55e3371d16221f",
"filledBy": "web-widget",
"attributes": [
{
"value": "03024876634",
"key": "phone",
"type": "string"
},
{
"value": "Zubair",
"key": "name",
"type": "string"
}
],
"createdOn": "2025-06-16T11:10:56.815Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "684ffbc10eaa0f7ecef7a946",
"roomInfo": {
"id": "684ffbc10eaa0f7ecef7a945",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"data": {
"task": {
"id": "8a7c6da5-5d13-40cd-88c2-7b455a6a392f",
"conversationId": "684ffbc10eaa0f7ecef7a946",
"state": {
"name": "ACTIVE",
"reasonCode": null
},
"assignedTo": null,
"agentRequestTtlTimerId": "6ede2749-46fe-4270-b491-92ccc780b970",
"activeMedia": [
{
"id": "cc6d478f-df93-4c97-9564-a830a07d3a1b",
"mrdId": "6305de07166ba1099d11d8e6",
"taskId": "8a7c6da5-5d13-40cd-88c2-7b455a6a392f",
"queue": {
"id": "67ee5e2e2f3cf82d78a0a4b0",
"name": "web"
},
"type": {
"direction": "INBOUND",
"mode": "QUEUE",
"metadata": {
"offerToAgent": true
}
},
"priority": 1,
"state": "QUEUED",
"requestSession": {
"participantType": "ChannelSession",
"id": "684ffbc1ac64457507a16e49",
"channel": {
"id": "67ee5e7f3ecdb0182766959d",
"calendarId": "",
"name": "web",
"serviceIdentifier": "1122",
"defaultOutbound": false,
"tenant": {
"id": "6849023ef0225c3c22a79dc7",
"name": null
},
"channelConfig": {
"id": "6849023ef0225c3c22a79dc8",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 120,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": false,
"routingMode": "PUSH",
"routingObjectId": "67ee5e2e2f3cf82d78a0a4b0",
"agentRequestTtl": 120
},
"botId": "67ee5dae005d2a02cfeec866"
},
"channelConnector": {
"id": "67ee5d5f3ecdb01827669594",
"name": "web",
"channelProviderInterface": {
"id": "67ee5d533ecdb01827669592",
"name": "web",
"supportedChannelTypes": [
{
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "67ee5d5f3ecdb01827669596",
"name": null
}
},
"channelType": {
"id": "67ee370b3ecdb01827669588",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6"
}
},
"customer": {
"_id": "684ffb6f0c31c0237bd5fda2",
"firstName": "Zubair",
"phoneNumber": [
""
],
"isAnonymous": false,
"__v": 0,
"voice": [
""
],
"youtube": [
""
],
"newTestAttribute": "",
"test": "",
"facebook": [
""
],
"telegram": [
""
],
"instagram": [
""
],
"linkedin": [
""
],
"viber": [
""
],
"url": "",
"labels": [],
"password": "",
"twitter": [
""
],
"web": [
"03024876634"
],
"email": [
""
],
"pIIAtribute": ""
},
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},
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""
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"voice": [
""
],
"youtube": [
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"facebook": [
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],
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},
"metadata": {},
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}
}
|
Task State Changed | Whenever a task’s state is changed, Routing Engine publishes this event to notify that a task’s state has been changed. | |
