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CRM/Agent Desk Post Message Events

 The Expertflow CX sends following events to CRM via JavaScript post messages when CRM integration is enabled in agent desk settings.
          


USE CASEAGENT DESK EVENTS Intended AttributesQUESTIONS
1 When agent state changes

Agent presence event

JS
 
    eventName: "AGENT_STATE_CHANGE",
    agentData: {
        "id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
        "firstName": "",
        "agentData": {
            "agentStateChanged": true,
            "mrdStateChanges": [],
            "agentPresence": {
                "agent": {
                    "participantType": "CCUser",
                    "id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
                    "keycloakUser": {
                        "id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
                        "firstName": "",
                        "lastName": "",
                        "roles": [
                            "default-roles-expertflow",
                            "agent",
                            "routing-manager",
                            "offline_access",
                            "admin",
                            "uma_authorization",
                            "supervisor"
                        ],
                        "username": "sana",
                        "permittedResources": {
                            "Resources": [
                                {
                                    "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": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
                                    "rsname": "state-change",
                                    "scopes": [
                                        "manage_state_change"
                                    ]
                                },
                                {
                                    "rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
                                    "rsname": "customer-labels",
                                    "scopes": [
                                        "assign_label",
                                        "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": "28310ed8-282f-4bda-8254-36cb81382c72",
                                    "rsname": "recording-link",
                                    "scopes": [
                                        "view",
                                        "view_all"
                                    ]
                                },
                                {
                                    "rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
                                    "rsname": "routing-engine",
                                    "scopes": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
                                    "rsname": "forms",
                                    "scopes": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
                                    "rsname": "supervisor",
                                    "scopes": [
                                        "view_all"
                                    ]
                                },
                                {
                                    "rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
                                    "rsname": "agent-mrd",
                                    "scopes": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "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"
                                    ]
                                },
                                {
                                    "rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
                                    "rsname": "pull-mode-list",
                                    "scopes": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "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": "0def7b51-f930-47eb-96c3-3ee31a2994c2",
                                    "rsname": "business-calendar",
                                    "scopes": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "rsid": "79e25897-16aa-4949-8aee-c59ac239afa6",
                                    "rsname": "teams",
                                    "scopes": [
                                        "Load-Team9-group",
                                        "Bilal-Team2-group",
                                        "Load-Team4-group",
                                        "Default-group",
                                        "Load-Team5-group",
                                        "ST_team_2-group",
                                        "Load-Team1-group",
                                        "Test-Team3-group",
                                        "Team A-group",
                                        "Load-Team7-group",
                                        "Load-Team10-group",
                                        "Load-Team6-group",
                                        "Team B-group",
                                        "bilal_teamIT-group",
                                        "Load-Team2-group",
                                        "ST_team_1-group",
                                        "saud_team-group",
                                        "Load-Team8-group",
                                        "Presales-Demo-group",
                                        "Load-Team3-group"
                                    ]
                                }
                            ]
                        },
                        "realm": "expertflow",
                        "attributes": {
                            "agentExtension": [
                                "1101"
                            ]
                        },
                        "userTeam": {
                            "teamId": "6a383be4-d9b3-45b6-a713-9a3c8d953aed",
                            "teamName": "Sana Team"
                        },
                        "supervisedTeams": []
                    },
                    "associatedRoutingAttributes": [
                        {
                            "routingAttribute": {
                                "id": "65bb2d91ba1aab2d0a4742d1",
                                "name": "Chat",
                                "description": null,
                                "type": "BOOLEAN",
                                "defaultValue": 1
                            },
                            "value": 1
                        },
                        {
                            "routingAttribute": {
                                "id": "65bb2d96ba1aab2d0a4742d2",
                                "name": "Voice",
                                "description": null,
                                "type": "BOOLEAN",
                                "defaultValue": 1
                            },
                            "value": 1
                        }
                    ],
                    "associatedMrds": [
                        {
                            "mrdId": "62f9e360ea5311eda05b0242",
                            "maxAgentTasks": 1
                        },
                        {
                            "mrdId": "6305de07166ba1099d11d8e6",
                            "maxAgentTasks": 5
                        },
                        {
                            "mrdId": "20316843be924c8ab4f57a7a",
                            "maxAgentTasks": 1
                        }
                    ]
                },
                "state": {
                    "name": "READY",
                    "reasonCode": null
                },
                "stateChangeTime": 1709906617405,
                "agentMrdStates": [
                    {
                        "mrd": {
                            "id": "62f9e360ea5311eda05b0242",
                            "type": "64f6ee2dd49f4e9d7eb5f591",
                            "name": "CX VOICE",
                            "description": "Standard voice MRD for CX Voice",
                            "maxRequests": 1
                        },
                        "state": "NOT_READY",
                        "stateChangeTime": 1709906422045,
                        "lastReadyStateChangeTime": 639057660000,
                        "maxAgentTasks": 1
                    },
                    {
                        "mrd": {
                            "id": "6305de07166ba1099d11d8e6",
                            "type": "64f6edf8b89b71cc6cb60917",
                            "name": "CHAT",
                            "description": "Standard chat MRD",
                            "maxRequests": 5
                        },
                        "state": "NOT_READY",
                        "stateChangeTime": 1709906422047,
                        "lastReadyStateChangeTime": 1709658692072,
                        "maxAgentTasks": 5
                    },
                    {
                        "mrd": {
                            "id": "20316843be924c8ab4f57a7a",
                            "type": "64f6ee374776bb029f1174e1",
                            "name": "CISCO CC",
                            "description": "Standard voice MRD for CISCO CC",
                            "maxRequests": 1
                        },
                        "state": "NOT_READY",
                        "stateChangeTime": 1709906422047,
                        "lastReadyStateChangeTime": 639057660000,
                        "maxAgentTasks": 1
                    }
                ],
                "agentLoginTime": 1709906421990
            },
            "action": "AGENT_STATE_CHANGED"
        }
    }
}


}
        

State

JS
"state": { 
   "name": "READY", 
   "reasonCode": null }

possible states :

  • READY 
  • NOT_READY
  • LOGOUT
  • LOGIN





Diference between objects ofAgent state change and Mrd state change?
If the value of this attribue "agentStateChanged" is true,Then Agent state changed,if false then Mrd state is changed. 
2When MRD state changes

Agent State when MRD changes

JS

    eventName: "AGENT_STATE_CHANGE",
    agentData: {
        "id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
        "firstName": "",
        "agentData": {
            "agentStateChanged": true,
            "mrdStateChanges": [],
            "agentPresence": {
                "agent": {
                    "participantType": "CCUser",
                    "id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
                    "keycloakUser": {
                        "id": "4c60c534-07b6-4eaa-afe1-ad3bb37b47f0",
                        "firstName": "",
                        "lastName": "",
                        "roles": [
                            "default-roles-expertflow",
                            "agent",
                            "routing-manager",
                            "offline_access",
                            "admin",
                            "uma_authorization",
                            "supervisor"
                        ],
                        "username": "sana",
                        "permittedResources": {
                            "Resources": [
                                {
                                    "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": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
                                    "rsname": "state-change",
                                    "scopes": [
                                        "manage_state_change"
                                    ]
                                },
                                {
                                    "rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
                                    "rsname": "customer-labels",
                                    "scopes": [
                                        "assign_label",
                                        "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": "28310ed8-282f-4bda-8254-36cb81382c72",
                                    "rsname": "recording-link",
                                    "scopes": [
                                        "view",
                                        "view_all"
                                    ]
                                },
                                {
                                    "rsid": "f506144a-24e1-4e0d-ad6a-b7ba086f57ff",
                                    "rsname": "routing-engine",
                                    "scopes": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "rsid": "b47dc86a-7dc0-4fe2-b995-f6a5a2962184",
                                    "rsname": "forms",
                                    "scopes": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "rsid": "7ef8836c-7afd-4602-8289-eae92acca295",
                                    "rsname": "supervisor",
                                    "scopes": [
                                        "view_all"
                                    ]
                                },
                                {
                                    "rsid": "b14d8931-7e8b-4cc2-ab73-efdc6ebd2f7d",
                                    "rsname": "agent-mrd",
                                    "scopes": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "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"
                                    ]
                                },
                                {
                                    "rsid": "256c9074-aa23-49f9-8508-0637e369c05d",
                                    "rsname": "pull-mode-list",
                                    "scopes": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "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": "0def7b51-f930-47eb-96c3-3ee31a2994c2",
                                    "rsname": "business-calendar",
                                    "scopes": [
                                        "view",
                                        "manage"
                                    ]
                                },
                                {
                                    "rsid": "79e25897-16aa-4949-8aee-c59ac239afa6",
                                    "rsname": "teams",
                                    "scopes": [
                                        "Load-Team9-group",
                                        "Bilal-Team2-group",
                                        "Load-Team4-group",
                                        "Default-group",
                                        "Load-Team5-group",
                                        "ST_team_2-group",
                                        "Load-Team1-group",
                                        "Test-Team3-group",
                                        "Team A-group",
                                        "Load-Team7-group",
                                        "Load-Team10-group",
                                        "Load-Team6-group",
                                        "Team B-group",
                                        "bilal_teamIT-group",
                                        "Load-Team2-group",
                                        "ST_team_1-group",
                                        "saud_team-group",
                                        "Load-Team8-group",
                                        "Presales-Demo-group",
                                        "Load-Team3-group"
                                    ]
                                }
                            ]
                        },
                        "realm": "expertflow",
                        "attributes": {
                            "agentExtension": [
                                "1101"
                            ]
                        },
                        "userTeam": {
                            "teamId": "6a383be4-d9b3-45b6-a713-9a3c8d953aed",
                            "teamName": "Sana Team"
                        },
                        "supervisedTeams": []
                    },
                    "associatedRoutingAttributes": [
                        {
                            "routingAttribute": {
                                "id": "65bb2d91ba1aab2d0a4742d1",
                                "name": "Chat",
                                "description": null,
                                "type": "BOOLEAN",
                                "defaultValue": 1
                            },
                            "value": 1
                        },
                        {
                            "routingAttribute": {
                                "id": "65bb2d96ba1aab2d0a4742d2",
                                "name": "Voice",
                                "description": null,
                                "type": "BOOLEAN",
                                "defaultValue": 1
                            },
                            "value": 1
                        }
                    ],
                    "associatedMrds": [
                        {
                            "mrdId": "62f9e360ea5311eda05b0242",
                            "maxAgentTasks": 1
                        },
                        {
                            "mrdId": "6305de07166ba1099d11d8e6",
                            "maxAgentTasks": 5
                        },
                        {
                            "mrdId": "20316843be924c8ab4f57a7a",
                            "maxAgentTasks": 1
                        }
                    ]
                },
                "state": {
                    "name": "READY",
                    "reasonCode": null
                },
                "stateChangeTime": 1709906617405,
                "agentMrdStates": [
                    {
                        "mrd": {
                            "id": "62f9e360ea5311eda05b0242",
                            "type": "64f6ee2dd49f4e9d7eb5f591",
                            "name": "CX VOICE",
                            "description": "Standard voice MRD for CX Voice",
                            "maxRequests": 1
                        },
                        "state": "NOT_READY",
                        "stateChangeTime": 1709906422045,
                        "lastReadyStateChangeTime": 639057660000,
                        "maxAgentTasks": 1
                    },
                    {
                        "mrd": {
                            "id": "6305de07166ba1099d11d8e6",
                            "type": "64f6edf8b89b71cc6cb60917",
                            "name": "CHAT",
                            "description": "Standard chat MRD",
                            "maxRequests": 5
                        },
                        "state": "NOT_READY",
                        "stateChangeTime": 1709906422047,
                        "lastReadyStateChangeTime": 1709658692072,
                        "maxAgentTasks": 5
                    },
                    {
                        "mrd": {
                            "id": "20316843be924c8ab4f57a7a",
                            "type": "64f6ee374776bb029f1174e1",
                            "name": "CISCO CC",
                            "description": "Standard voice MRD for CISCO CC",
                            "maxRequests": 1
                        },
                        "state": "NOT_READY",
                        "stateChangeTime": 1709906422047,
                        "lastReadyStateChangeTime": 639057660000,
                        "maxAgentTasks": 1
                    }
                ],
                "agentLoginTime": 1709906421990
            },
            "action": "AGENT_STATE_CHANGED"
        }
    }
}
}
      


State

JS
"state": { 
"name": "READY",
"reasonCode": null }

possible states :

  • READY 
  • NOT_READY
  • BUSY
  • ACTIVE
  • PENDING_NOT_READY




  • Different Agent and MRD State Change? (yes)
3When the agent logged in agent desk

Agent Login

JS
eventName: "AGENT_LOGIN",
agentData: {
    "id": "4c2659f2-04b8-4a3b-9e7c-c889681689d0",
    "firstName": "",
    "agentData": {
        "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"
            }
        ]
    }
}


4When the agent is reserved/ringing

Agent Reserved

JS
event: "AGENT_TASK_STATE",
agentData: {
    "conversationId": "65a923832d53786eb16039f0",
    "channelSession": {
        "participantType": "ChannelSession",
        "id": "65a92383b78fb640edaf17bc",
        "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": 0.5814729317850813,
                            "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": "2024-01-18T13:11:31.493Z"
                        }
                    }
                }
            ]
        },
        "latestIntent": null,
        "customerPresence": {
            "value": null
        },
        "isActive": true,
        "conversationId": "65a923832d53786eb16039f0",
        "roomInfo": {
            "id": "65a6027c0e01d858eb846b27",
            "mode": "CONTACT_CENTER"
        },
        "state": {
            "name": "STARTED",
            "reasonCode": "CUSTOMER"
        },
        "channelSessionDirection": "INBOUND",
        "active": true
    },
    "roomInfo": {
        "id": "65a6027c0e01d858eb846b27",
        "mode": "CONTACT_CENTER"
    },
    "taskId": "9fdaa4f1-e1f6-4943-8baa-29b8e7caeb87:93880464-5525-4c3f-a1fd-f1a4bdb254bb",
    "taskState": {
        "name": "RESERVED"
    },
    "taskDirection": "INBOUND",
    "queue": {
        "id": "65a243fef86a6970764e63fb",
        "name": "Chat Queue"
    },
    "note": null,
    "requestedBy": null
}
          






State

JS
taskState: { 
"name": "RESERVED",
"reasonCode": null                        }
  • We can find "channelCustomerIdentifier" inside channelSession object which will uniquely Identify customer number



  • Which type of additional Attributes are required?(all attributes reguires crm team will filter by them)
5When conversation is  answered by the agent

Answered by agent

JS
 event: "AGENT_TASK_STATE",
 agentData: {
    "topicData": {
        "id": "65a923832d53786eb16039f0",
        "customer": {
            "_id": "65a4d5ac075b87a95bd93267",
            "firstName": "sana shoukat",
            "phoneNumber": [],
            "isAnonymous": true,
            "__v": 0,
            "web": [
                "03335521995"
            ]
        },
        "channelSession": {
            "participantType": "ChannelSession",
            "id": "65a92383b78fb640edaf17bc",
            "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": 0.5814729317850813,
                                "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": "2024-01-18T13:11:31.493Z"
                            }
                        }
                    }
                ]
            },
            "latestIntent": null,
            "customerPresence": {
                "value": null
            },
            "isActive": true,
            "conversationId": "65a923832d53786eb16039f0",
            "roomInfo": {
                "id": "65a6027c0e01d858eb846b27",
                "mode": "CONTACT_CENTER"
            },
            "state": {
                "name": "STARTED",
                "reasonCode": "CUSTOMER"
            },
            "channelSessionDirection": "INBOUND",
            "active": true
        },
        "conversationData": {
            "first_name": "sana",
            "last_name": "shoukat",
            "phone": "03335521995"
        },
        "state": "CREATED",
        "participants": [
            {
                "type": "BOT",
                "role": "PRIMARY",
                "participant": {
                    "participantType": "Bot",
                    "id": "65a244415487467a64a72c66",
                    "type": "RASA",
                    "name": "Rasa",
                    "uri": "http://192.168.2.50:30800/"
                },
                "id": "65a923832d53786eb16039f4",
                "joiningTime": "2024-01-18T13:11:31.860+00:00",
                "token": null,
                "conversationId": null,
                "isActive": true,
                "userCredentials": {},
                "state": null,
                "stateChangedOn": null
            },
            {
                "type": "CUSTOMER",
                "role": "CUSTOMER",
                "participant": {
                    "participantType": "ChannelSession",
                    "id": "65a92383b78fb640edaf17bc",
                    "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": 0.5814729317850813,
                                        "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": "2024-01-18T13:11:31.493Z"
                                    }
                                }
                            }
                        ]
                    },
                    "latestIntent": null,
                    "customerPresence": {
                        "value": null
                    },
                    "isActive": true,
                    "conversationId": "65a923832d53786eb16039f0",
                    "roomInfo": {
                        "id": "65a6027c0e01d858eb846b27",
                        "mode": "CONTACT_CENTER"
                    },
                    "state": {
                        "name": "STARTED",
                        "reasonCode": "CUSTOMER"
                    },
                    "channelSessionDirection": "INBOUND",
                    "active": true
                },
                "id": "65a923832d53786eb1603a7c",
                "joiningTime": "2024-01-18T13:11:31.892+00:00",
                "token": null,
                "conversationId": "65a923832d53786eb16039f0",
                "isActive": true,
                "userCredentials": {},
                "state": "SUBSCRIBED",
                "stateChangedOn": null
            }
        ],
        "agentSla": {
            "totalDuration": null,
            "action": null,
            "startTime": null
        },
        "customerSuggestions": [],
        "topicEvents": [
            {
                "id": "65a923832d53786eb16039f5",
                "name": "BOT_SUBSCRIBED",
                "type": "NOTIFICATION",
                "timestamp": "2024-01-18T13:11:31.863+00:00",
                "conversationId": "65a923832d53786eb16039f0",
                "eventEmitter": {
                    "id": "38327e73-4a21-4ad4-a958-a6385c8636aa",
                    "type": "BOT",
                    "senderName": "CONVERSATION_MONITOR",
                    "additionalDetail": null
                },
                "channelSession": {
                    "participantType": "ChannelSession",
                    "id": "65a92383b78fb640edaf17bc",
                    "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",
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                                "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"
                        }
                   

State

JS
topicData": {
        "id": "65a923832d53786eb16039f0",
        "customer": {
            "_id": "65a4d5ac075b87a95bd93267",
            "firstName": "sana shoukat",
            "phoneNumber": [],
            "isAnonymous": true,
            "__v": 0,
            "web": [
                "03335521995"
            ]
        },}


  •  Inside onTopicData ( topicEvents)
    means our Conversation is Answered by agent.

  • We can find "channelCustomerIdentifier" inside channelSession object which will uniquely Identify customer number


  • Any specific attibute required or should we exclude additional information from  payload?
    (complete payload will be send)  
6When the agent transfers a conversation

Conference request

JS
event: "Agent_Task_State",
agentData:{
    "channelSession": {
        "participantType": "ChannelSession",
        "id": "65ab8485014317159ca20bee",
        "channel": {
            "id": "65a4d4127795cb19bb4aae7c",
            "name": "sana_channel",
            "serviceIdentifier": "1322",
            "defaultOutbound": false,
            "tenant": {
                "id": "65a92e6bb78fb640edaf9720",
                "name": null
            },
            "channelConfig": {
                "id": "65a92e6bb78fb640edaf9721",
                "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": "1322",
            "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": 0.20154552096158262,
                            "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": "2024-01-20T08:29:56.874Z"
                        }
                    }
                }
            ]
        },
        "latestIntent": null,
        "customerPresence": {
            "value": null
        },
        "isActive": true,
        "conversationId": "65ab84854247732e23bfca72",
        "roomInfo": {
            "id": "65a6027c0e01d858eb846b27",
            "mode": "CONTACT_CENTER"
        },
        "state": {
            "name": "STARTED",
            "reasonCode": "CUSTOMER"
        },
        "channelSessionDirection": "INBOUND",
        "active": true
    },
    "agentParticipant": {
        "id": "515d4fce-403d-4e1f-b95a-4ae6ba1c7bba",
        "type": "AGENT",
        "participant": {
            "id": "40ada68f-013d-4fdd-8dbd-ab7c74570b7b",
            "participantType": "CCUser",
            "keycloakUser": {
                "id": "40ada68f-013d-4fdd-8dbd-ab7c74570b7b",
                "firstName": "",
                "lastName": "",
                "username": "asma",
                "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": {
                    "agentExtension": [
                        "1101"
                    ]
                },
                "userTeam": {
                    "teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
                    "teamName": "Abraham TEam2"
                },
                "supervisedTeams": [
                    {
                        "teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
                        "teamName": "Abraham TEam2"
                    }
                ]
            },
            "associatedRoutingAttributes": []
        },
        "token": null,
        "conversationId": "65ab84854247732e23bfca72",
        "role": "PRIMARY",
        "userCredentials": null,
        "state": "SUBSCRIBED"
    },
    "mode": "queue",
    "queueName": "SanaQueue"
    "taskType": "DirectTransfer"


}
               

State

JS
"mode": "queue",
"queueName": "SanaQueue"
"taskType": "DirectTransfer"
  • Any Specific attribute required in payload?(No , just Complete Payload)
7When the agent initiates a conference request

Conference request

JS
event: "Agent_Task_State",
agentData:{
    "channelSession": {
        "participantType": "ChannelSession",
        "id": "65ab8485014317159ca20bee",
        "channel": {
            "id": "65a4d4127795cb19bb4aae7c",
            "name": "sana_channel",
            "serviceIdentifier": "1322",
            "defaultOutbound": false,
            "tenant": {
                "id": "65a92e6bb78fb640edaf9720",
                "name": null
            },
            "channelConfig": {
                "id": "65a92e6bb78fb640edaf9721",
                "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": "1322",
            "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": 0.20154552096158262,
                            "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": "2024-01-20T08:29:56.874Z"
                        }
                    }
                }
            ]
        },
        "latestIntent": null,
        "customerPresence": {
            "value": null
        },
        "isActive": true,
        "conversationId": "65ab84854247732e23bfca72",
        "roomInfo": {
            "id": "65a6027c0e01d858eb846b27",
            "mode": "CONTACT_CENTER"
        },
        "state": {
            "name": "STARTED",
            "reasonCode": "CUSTOMER"
        },
        "channelSessionDirection": "INBOUND",
        "active": true
    },
    "agentParticipant": {
        "id": "515d4fce-403d-4e1f-b95a-4ae6ba1c7bba",
        "type": "AGENT",
        "participant": {
            "id": "40ada68f-013d-4fdd-8dbd-ab7c74570b7b",
            "participantType": "CCUser",
            "keycloakUser": {
                "id": "40ada68f-013d-4fdd-8dbd-ab7c74570b7b",
                "firstName": "",
                "lastName": "",
                "username": "asma",
                "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": {
                    "agentExtension": [
                        "1101"
                    ]
                },
                "userTeam": {
                    "teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
                    "teamName": "Abraham TEam2"
                },
                "supervisedTeams": [
                    {
                        "teamId": "a7687281-ea0d-4e8a-a6b6-146d3e4ccd50",
                        "teamName": "Abraham TEam2"
                    }
                ]
            },
            "associatedRoutingAttributes": []
        },
        "token": null,
        "conversationId": "65ab84854247732e23bfca72",
        "role": "PRIMARY",
        "userCredentials": null,
        "state": "SUBSCRIBED"
    },
    "mode": "queue",
    "queueName": "SanaQueue"
    "taskType": "DirectConference"


}
               

State

JS
"mode": "queue",
"queueName": "SanaQueue"
"taskType": "DirectConference"
  • Any Specific attribute required in payload? (No , just Complete Payload)
8When the agent goes in  wrap-up state

Agent in wrap-up state

JS
  event: "AGENT_TASK_STATE",
  agentData: {
    "id": "65a92549a2eff67ade5042ff",
    "name": "TASK_STATE_CHANGED",
    "type": "NOTIFICATION",
    "timestamp": 1705583945133,
    "conversationId": "65a923832d53786eb16039f0",
    "eventEmitter": {
        "id": "86e3d082-a904-11ed-afa1-0242ac120002",
        "type": "SYSTEM",
        "senderName": "ROUTING_ENGINE",
        "additionalDetail": null
    },
    "channelSession": {
        "participantType": "ChannelSession",
        "id": "65a92383b78fb640edaf17bc",
        "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": 0.5814729317850813,
                            "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": "2024-01-18T13:11:31.493Z"
                        }
                    }
                }
            ]
        },
        "latestIntent": null,
        "customerPresence": {
            "value": null
        },
        "isActive": true,
        "conversationId": "65a923832d53786eb16039f0",
        "roomInfo": {
            "id": "65a6027c0e01d858eb846b27",
            "mode": "CONTACT_CENTER"
        },
        "state": {
            "name": "STARTED",
            "reasonCode": "CUSTOMER"
        },
        "channelSessionDirection": "INBOUND",
        "active": true
    },
    "data": {
        "task": {
            "id": "9fdaa4f1-e1f6-4943-8baa-29b8e7caeb87",
            "conversationId": "65a923832d53786eb16039f0",
            "state": {
                "name": "WRAP_UP",
                "reasonCode": null
            },
            "assignedTo": {
                "id": "4c2659f2-04b8-4a3b-9e7c-c889681689d0",
                "name": "sana"
            },
            "agentRequestTtlTimerId": "5fef5b05-b6ed-4055-b8f2-3b48641ee949",
            "activeMedia": [
                {
                    "id": "93880464-5525-4c3f-a1fd-f1a4bdb254bb",
                    "mrdId": "6305de07166ba1099d11d8e6",
                    "taskId": "9fdaa4f1-e1f6-4943-8baa-29b8e7caeb87",
                    "queue": {
                        "id": "65a243fef86a6970764e63fb",
                        "name": "Chat Queue"
                    },
                    "type": {
                        "direction": "INBOUND",
                        "mode": "QUEUE",
                        "metadata": {
                            "offerToAgent": true
                        }
                    },
                    "priority": 1,
                    "state": "ACTIVE",
                    "requestSession": {
                        "participantType": "ChannelSession",
                        "id": "65a92383b78fb640edaf17bc",
                        "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": 0.5814729317850813,
                                            "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": "2024-01-18T13:11:31.493Z"
                                        }
                                    }
                                }
                            ]
                        },
                        "latestIntent": null,
                        "customerPresence": {
                            "value": null
                        },
                        "isActive": true,
                        "conversationId": "65a923832d53786eb16039f0",
                        "roomInfo": {
                            "id": "65a6027c0e01d858eb846b27",
                            "mode": "CONTACT_CENTER"
                        },
                        "state": {
                            "name": "STARTED",
                            "reasonCode": "CUSTOMER"
                        },
                        "channelSessionDirection": "INBOUND",
                        "active": true
                    },
                    "channelSessions": [
                        {
                            "participantType": "ChannelSession",
                            "id": "65a92383b78fb640edaf17bc",
                            "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": 0.5814729317850813,
                                                "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": "2024-01-18T13:11:31.493Z"
                                            }
                                        }
                                    }
                                ]
                            },
                            "latestIntent": null,
                            "customerPresence": {
                                "value": null
                            },
                            "isActive": true,
                            "conversationId": "65a923832d53786eb16039f0",
                            "roomInfo": {
                                "id": "65a6027c0e01d858eb846b27",
                                "mode": "CONTACT_CENTER"
                            },
                            "state": {
                                "name": "STARTED",
                                "reasonCode": "CUSTOMER"
                            },
                            "channelSessionDirection": "INBOUND",
                            "active": true
                        }
                    ],
                    "enqueueTime": 1705583496310,
                    "answerTime": 1705583504187
                }
            ]
        },
        "taskStateChanged": true,
        "mediaStateChanges": []
    },
    "roomInfo": {
        "id": "65a6027c0e01d858eb846b27",
        "mode": "CONTACT_CENTER"
    }
}
       
           
         

State

JS
"state": { 
"name": "WRAP_UP", 
"reasonCode": null 
}
  • Any Specific attribute required in payload? (No , just Complete Payload)
9When the agent ends the conversation

End Conversation

JS
 event: "END_CONVERSATION",
 agentData:{
    "agentData": {
        "task": "topicUnsubscription",
        "reason": "UNSUBSCRIBED",
        "conversationId": "65a923832d53786eb16039f0",
        "roomInfo": {
            "id": "65a6027c0e01d858eb846b27",
            "mode": "CONTACT_CENTER"
        },
        "statusCode": 200
    }
}               


10When the agent switches from one conversation tab to another

Conversation switching

JS
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"
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                                            },
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                                                "filledBy": "web-widget",
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                                                    {
                                                        "value": "sana",
                                                        "key": "first_name",
                                                        "type": "string"
                                                    },
                                                    {
                                                        "value": "shoukat",
                                                        "key": "last_name",
                                                        "type": "string"
                                                    },
                                                    {
                                                        "value": "03335521995",
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                                                        "type": "string"
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                                "reasonCode": "CUSTOMER"
                            },
                            "channelSessionDirection": "INBOUND",
                            "active": true
                        }
                    },
                    "body": {
                        "markdownText": "dfdffd",
                        "type": "PLAIN",
                        "isWhisper": false
                    }
                }
            ],
            "activeConversationData": {
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                        },
                        "channelConfig": {
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                            "channelMode": "HYBRID",
                            "conversationBot": "",
                            "responseSla": 0,
                            "customerActivityTimeout": 2400,
                            "customerIdentificationCriteria": {
                                "value": null
                            },
                            "routingPolicy": {
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                                "routingMode": "PUSH",
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                                "agentRequestTtl": 2400
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                            "botId": "65a244415487467a64a72c66"
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                            "channelProviderInterface": {
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                                "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": {
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                            "name": "WEB",
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                            "isInteractive": true,
                            "mediaRoutingDomain": "6305de07166ba1099d11d8e6"
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                    },
                    "customer": {
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                        "phoneNumber": [],
                        "isAnonymous": true,
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                        "web": [
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                    },
                    "customerSuggestions": [],
                    "channelData": {
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                                "value": {
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                                        "browserIdExpiryTime": null,
                                        "browserName": null,
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                                    },
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                                    "locale": {
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                                    },
                                    "formData": {
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                                        "filledBy": "web-widget",
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                                                "key": "first_name",
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                    },
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                    "state": {
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                    "webChannelData": {
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                        },
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                        },
                        "formData": {
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                            "filledBy": "web-widget",
                            "attributes": [
                                {
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                                    "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": {
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                "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": [
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                                        "manage"
                                    ],
                                    "rsid": "150d59e0-c2db-46b6-8a1a-b8ccb4dde6f7",
                                    "rsname": "reason-code"
                                },
                                {
                                    "scopes": [
                                        "view",
                                        "manage"
                                    ],
                                    "rsid": "a73258fd-3e5e-40d1-b55f-4b0d570826fe",
                                    "rsname": "mrd"
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                                {
                                    "scopes": [
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                                    "rsid": "1fd7e48f-8b7e-402b-885f-c918222145d0",
                                    "rsname": "bot-settings"
                                },
                                {
                                    "scopes": [
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                                        "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": [
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                                    ],
                                    "rsid": "d92dfef7-ce44-49a7-b39f-9e8a4c9b6a2d",
                                    "rsname": "agent-desk-setting"
                                },
                                {
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                                    ],
                                    "rsid": "7d566dcc-02da-4ba9-856f-87a5bd5d95e8",
                                    "rsname": "channel-manager"
                                },
                                {
                                    "scopes": [
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                                        "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": {
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                    },
                    "channelConfig": {
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                        "responseSla": 0,
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                        "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": []
        }
    }
}

  •  Is Conversation Id or Customer Id required in payload?
    (will send both ids)

External CRM/Systems can send the following commands to EFCX to change the agent/MRD state. In response to these commands, the system will send the agentPresence event.


USE CASECommandsQUESTIONS
1To change Agent State

change agent state

CODE
{
    event:"Connector_Action",
    agentData:{
        action:"agentStateChange",
        agentId:"<id>",
        state: { name: "<state>", reasonCode: null }

}


Required Data From CRM:
  • Required action i.e agentStateChange
  • Agent ID
  • Intended Agent State
2To change MRD State

change MRD

JS
{
    event:"Connector_Action",
    agentData:{
        action:"mrdStateChange",
        mrdId:"<mrd-id>"
        agentId:"<id>",
        state: { name: "<state>", reasonCode: null }

}
Required Data From CRM:
  • Required action i.e mrdStateChange
  • MRD ID
  • Agent ID
  • Intended MRD State
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