CIM Messages

The CIMMessage object is the standardized message format for communication within the Expertflow CX. All 3rd-party customer/agent/BOT applications must adhere to this format when sending or receiving messages.

Communication Protocols

CX supports two types of communication protocols for message exchange:

REST API

• Allows sending and receiving messages using standard HTTP requests

• The Channel Connectors can send/received messages in the form of CIMMessageusing CIM Message REST APIs.

• The Bot Connector can send/receive messages in the form of CIMMessage

WebSocket:

• Facilitates real-time, bidirectional communication for sending and receiving messages.

• Agent applications can send/receive the messages in the form of CIMMessage through http://Socket.io connection.

Object Structure

ID

A universally unique identifier (UUID) to uniquely identify each message.

Header

Message Header contains the message metadata such as timestamp, sender information ,and other relevant detail.

Body

The body contains the actual content of the message e.g. plain text audio, video etc. Refer to this page for details of supported messages types.

For message response examples, visit https://api.expertflow.com/#6644e840-95a1-4002-bf8b-965ab07e0c7e.