Whisper Message
Agents can exchange messages amongst each other in an active conversation. The customer will not be able to see whisper messages. Any type of message can be sent here e.g. Plain, Video, Image etc.
the 'publishCimEvent’ will contain WHISPER_MESSAGE event in the cimEvent
WHISPER_MESSAGE event
CODE
{
"id": "d86ba3a8-57fb-4512-871d-0c7ed0172f13",
"name": "WHISPER_MESSAGE",
"type": "MESSAGE",
"conversationId": "694135361fde7e4212be1824",
"roomInfo": {
"id": "694135361fde7e4212be1823",
"mode": "CONTACT_CENTER"
},
"timestamp": 1765881831351,
"data": {
"id": "33873c88-9a2e-4017-a92c-9b2f08ead2b0",
"header": {
"timestamp": 1765881831350,
"sender": {
"id": "3c24d80a-4571-4df1-acdf-2be68a32ed85",
"senderName": "raza",
"type": "AGENT",
"additionalDetail": {
"firstName": "raza",
"lastName": ""
}
},
"channelData": {
"channelCustomerIdentifier": "1212",
"serviceIdentifier": "9956",
"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": 0.983499490272885,
"formId": "6932b1c1345852183beec3a5",
"filledBy": "web-widget",
"attributes": [
{
"value": "transfer",
"key": "name",
"type": "string"
},
{
"value": "1212",
"key": "phone",
"type": "string"
}
],
"createdOn": "2025-12-16T10:32:22.052Z"
}
}
}
]
},
"intent": null,
"additionalData": {
"isEncoded": true
},
"conversationId": "694135361fde7e4212be1824",
"roomId": "694135361fde7e4212be1823",
"channelSessionId": "69413536c18fae43a7913dba",
"customer": {
"_id": "694130729b2330ed2d0a3ea0",
"firstName": "1212",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1212"
]
},
"channelSession": {
"participantType": "ChannelSession",
"id": "69413536c18fae43a7913dba",
"channel": {
"id": "6932b17e3f19753775b74490",
"calendarId": "",
"name": "Amna-Web",
"serviceIdentifier": "9956",
"defaultOutbound": false,
"tenant": {
"id": "69413477c18fae43a7913daf",
"name": null
},
"channelConfig": {
"id": "69413477c18fae43a7913db0",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 600,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "6932ae541fb1996dc2e79529",
"agentRequestTtl": 120
},
"botId": "6932aed1098c173271a2025b"
},
"channelConnector": {
"id": "6932ae953f19753775b7448a",
"name": "Web",
"channelProviderInterface": {
"id": "6932ae2b3f19753775b74488",
"name": "Web",
"supportedChannelTypes": [
{
"id": "693203343f19753775b74473",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": false,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6932ae953f19753775b7448c",
"name": null
}
},
"channelType": {
"id": "693203343f19753775b74473",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": false,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
},
"customer": {
"_id": "694130729b2330ed2d0a3ea0",
"firstName": "1212",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1212"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "1212",
"serviceIdentifier": "9956",
"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": 0.983499490272885,
"formId": "6932b1c1345852183beec3a5",
"filledBy": "web-widget",
"attributes": [
{
"value": "transfer",
"key": "name",
"type": "string"
},
{
"value": "1212",
"key": "phone",
"type": "string"
}
],
"createdOn": "2025-12-16T10:32:22.052Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "694135361fde7e4212be1824",
"roomInfo": {
"id": "694135361fde7e4212be1823",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
}
},
"body": {
"markdownText": "aGVsbG8=",
"type": "PLAIN"
}
},
"channelSession": {
"participantType": "ChannelSession",
"id": "69413536c18fae43a7913dba",
"channel": {
"id": "6932b17e3f19753775b74490",
"calendarId": "",
"name": "Amna-Web",
"serviceIdentifier": "9956",
"defaultOutbound": false,
"tenant": {
"id": "69413477c18fae43a7913daf",
"name": null
},
"channelConfig": {
"id": "69413477c18fae43a7913db0",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 0,
"customerActivityTimeout": 600,
"customerSla": {
"totalDuration": null,
"action": null,
"startTime": null
},
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PUSH",
"routingObjectId": "6932ae541fb1996dc2e79529",
"agentRequestTtl": 120
},
"botId": "6932aed1098c173271a2025b"
},
"channelConnector": {
"id": "6932ae953f19753775b7448a",
"name": "Web",
"channelProviderInterface": {
"id": "6932ae2b3f19753775b74488",
"name": "Web",
"supportedChannelTypes": [
{
"id": "693203343f19753775b74473",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": false,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
],
"providerWebhook": "http://ef-cx-web-channel-manager-svc:7000",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "6932ae953f19753775b7448c",
"name": null
}
},
"channelType": {
"id": "693203343f19753775b74473",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": false,
"mediaRoutingDomain": "6305de07166ba1099d11d8e6",
"deleted": false
}
},
"customer": {
"_id": "694130729b2330ed2d0a3ea0",
"firstName": "1212",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"1212"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "1212",
"serviceIdentifier": "9956",
"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": 0.983499490272885,
"formId": "6932b1c1345852183beec3a5",
"filledBy": "web-widget",
"attributes": [
{
"value": "transfer",
"key": "name",
"type": "string"
},
{
"value": "1212",
"key": "phone",
"type": "string"
}
],
"createdOn": "2025-12-16T10:32:22.052Z"
}
}
}
]
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"conversationId": "694135361fde7e4212be1824",
"roomInfo": {
"id": "694135361fde7e4212be1823",
"mode": "CONTACT_CENTER"
},
"state": {
"name": "STARTED",
"reasonCode": "CUSTOMER"
},
"channelSessionDirection": "INBOUND",
"active": true
},
"eventEmitter": {
"id": "3c24d80a-4571-4df1-acdf-2be68a32ed85",
"senderName": "raza",
"type": "AGENT",
"additionalDetail": {
"firstName": "raza",
"lastName": ""
}
}
}