onCimEvent
| Event Name | onCimEvent |
|---|---|
| Event Description | The agent manager sends the real-time CIM Events to the agent through this event. |
| Emitter | Agent Manager |
| Name | Description |
|---|---|
| id | type: String system generated ID of the event |
channelSession | type: Object contains values of properties related to the session that has been established through a particular channel e.g. web. |
status | type: String status of the conversation in the list |
listId | type: String ID of the list containing the chat request |
time | type: Date time when the request was sent |
CODE
{"cimEvent":{
"id": "e8ced09f-50b9-4721-bcfd-80ca07994cfd",
"name": "BOT_SUGGESTION",
"type": "SUGGESTION",
"timestamp": 1651938185572,
"data": {
"id": "bcc62bd4-e021-4ca0-b285-a5b200192f81",
"header": {
"sender": {
"type": "BOT",
"role": "ASSISTANT",
"participant": {
"participantType": "TopicMonitor",
"id": "fcfe0af2-87a3-4cdf-b6f3-a3286e621ea7",
"displayName": "Topic Monitor: fcfe0af2-87a3-4cdf-b6f3-a3286e621ea7"
},
"id": "0af29801-14f9-4e36-b4d3-f36ca14310de",
"joiningTime": 1651937794361,
"token": null,
"topicId": "9a8d8480-3df6-494b-90cc-b324fe5c5224",
"isActive": true,
"userCredentials": {},
"state": "SUBSCRIBED",
"stateChangedOn": 1651937794361
},
"channelData": {
"channelCustomerIdentifier": "113377701",
"serviceIdentifier": "1111",
"requestPriority": 0,
"channelTypeCode": "webChannel",
"additionalAttributes": []
},
"language": {},
"timestamp": 1651938185571,
"securityInfo": {},
"stamps": [],
"intent": null,
"entities": {},
"channelSession": {
"participantType": "ChannelSession",
"id": "a5c80b3f-ea41-4caf-979d-641a1c32f9bd",
"channel": {
"id": "6224aa535bd05f57c1c18517",
"name": "web",
"serviceIdentifier": "1111",
"tenant": {
"id": "42c622fe-4458-46f2-a30e-f74daaf9182b",
"name": null
},
"channelConfig": {
"id": "ea26b041-df49-465b-9ac0-eee14702aa13",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 60000,
"customerActivityTimeout": 30000,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PULL",
"routingObjectId": "6224aa24378c960030df479f",
"agentRequestTtl": 60000
},
"botId": "8bce469d-91d9-43a1-bf14-1f0832396588"
},
"channelConnector": {
"id": "6224a9d25bd05f57c1c18506",
"name": "web",
"channelProviderInterface": {
"id": "6224a9c75bd05f57c1c18500",
"name": "web",
"supportedChannelTypes": [
{
"id": "622222cc5bd05f57c1c18421",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6223b491ef484b28639e9ca4"
},
{
"id": "6233de0e3ef6175890847d4c",
"name": "web",
"channelLogo": "32917_web-1873373_1280.png",
"isInteractive": true,
"mediaRoutingDomain": "6233dde8c004592808ad3c0d"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager/message/receive",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "123308f8-e662-418b-abc1-1b2f8873cb26",
"name": null
}
},
"channelType": {
"id": "622222cc5bd05f57c1c18421",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6223b491ef484b28639e9ca4"
}
},
"customer": {
"_id": "62768c7eb5ccce3b85e1f47c",
"firstName": "Jane Doe",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"113377701"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "113377701",
"serviceIdentifier": "1111",
"requestPriority": 0,
"channelTypeCode": "webChannel",
"additionalAttributes": []
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"topicId": "9a8d8480-3df6-494b-90cc-b324fe5c5224",
"state": "STARTED",
"active": true
},
"replyToMessageId": null,
"providerMessageId": null
},
"suggestions": [
{
"messageBody": {
"type": "PLAIN",
"markdownText": "Bot could not understand your message, all relevant agents have been notified, agent(s) will join you shortly. Please wait!"
},
"confidenceLevel": 0
}
],
"requestedMessage": {
"id": "622a53b0-ce1c-11ec-be50-d52d6fe9d1bf",
"header": {
"sender": {
"type": "BOT",
"role": "ASSISTANT",
"participant": {
"participantType": "TopicMonitor",
"id": "fcfe0af2-87a3-4cdf-b6f3-a3286e621ea7",
"displayName": "Topic Monitor: fcfe0af2-87a3-4cdf-b6f3-a3286e621ea7"
},
"id": "0af29801-14f9-4e36-b4d3-f36ca14310de",
"joiningTime": 1651937794361,
"token": null,
"topicId": "9a8d8480-3df6-494b-90cc-b324fe5c5224",
"isActive": true,
"userCredentials": {},
"state": "SUBSCRIBED",
"stateChangedOn": 1651937794361
},
"channelData": {
"channelCustomerIdentifier": "113377701",
"serviceIdentifier": "1111",
"requestPriority": 0,
"channelTypeCode": "webChannel",
"additionalAttributes": []
},
"language": {},
"timestamp": 1651938185571,
"securityInfo": {},
"stamps": [],
"intent": null,
"entities": {},
"channelSession": {
"participantType": "ChannelSession",
"id": "a5c80b3f-ea41-4caf-979d-641a1c32f9bd",
"channel": {
"id": "6224aa535bd05f57c1c18517",
"name": "web",
"serviceIdentifier": "1111",
"tenant": {
"id": "42c622fe-4458-46f2-a30e-f74daaf9182b",
"name": null
},
"channelConfig": {
"id": "ea26b041-df49-465b-9ac0-eee14702aa13",
"channelMode": "HYBRID",
"conversationBot": "",
"responseSla": 60000,
"customerActivityTimeout": 30000,
"customerIdentificationCriteria": {
"value": null
},
"routingPolicy": {
"agentSelectionPolicy": "LONGEST_AVAILABLE",
"routeToLastAgent": true,
"routingMode": "PULL",
"routingObjectId": "6224aa24378c960030df479f",
"agentRequestTtl": 60000
},
"botId": "8bce469d-91d9-43a1-bf14-1f0832396588"
},
"channelConnector": {
"id": "6224a9d25bd05f57c1c18506",
"name": "web",
"channelProviderInterface": {
"id": "6224a9c75bd05f57c1c18500",
"name": "web",
"supportedChannelTypes": [
{
"id": "622222cc5bd05f57c1c18421",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6223b491ef484b28639e9ca4"
},
{
"id": "6233de0e3ef6175890847d4c",
"name": "web",
"channelLogo": "32917_web-1873373_1280.png",
"isInteractive": true,
"mediaRoutingDomain": "6233dde8c004592808ad3c0d"
}
],
"providerWebhook": "https://cim.expertflow.com/web-channel-manager/message/receive",
"channelProviderConfigSchema": []
},
"channelProviderConfigs": [],
"tenant": {
"id": "123308f8-e662-418b-abc1-1b2f8873cb26",
"name": null
}
},
"channelType": {
"id": "622222cc5bd05f57c1c18421",
"name": "WEB",
"channelLogo": "_WEB.svg",
"isInteractive": true,
"mediaRoutingDomain": "6223b491ef484b28639e9ca4"
}
},
"customer": {
"_id": "62768c7eb5ccce3b85e1f47c",
"firstName": "Jane Doe",
"phoneNumber": [],
"isAnonymous": true,
"__v": 0,
"web": [
"113377701"
]
},
"customerSuggestions": [],
"channelData": {
"channelCustomerIdentifier": "113377701",
"serviceIdentifier": "1111",
"requestPriority": 0,
"channelTypeCode": "webChannel",
"additionalAttributes": []
},
"latestIntent": null,
"customerPresence": {
"value": null
},
"isActive": true,
"topicId": "9a8d8480-3df6-494b-90cc-b324fe5c5224",
"state": "STARTED",
"active": true
},
"replyToMessageId": null,
"providerMessageId": null
},
"body": {
"type": "PLAIN",
"markdownText": "ok"
}
}
}
}, "conversationId":"<<UUID>>"}