Engagement Attributes allow a brand to communicate events, for example, purchases, visitor login, shopping cart abandonment etc., from the webpage into Conversational Cloud. This section describes the data retrieved in the response body. All engagement attribute values are of unlimited length (up to 50K chars).

The two versions of this API support Engagement Attributes in different ways:

v1 - will allow to retrieve authenticated engagement attributes only and their attribute type will be alphanumeric.

v2 - will allow to retrieve both authenticated & unauthenticated engagement attributes and their type will be the defined type for the engagement attribute in question.

customerInfo

Name Description Type/Value Notes
originalTimeStamp Event creation time stamp. long – epoch time in milliseconds  
serverTimeStamp Event creation time stamp. long – epoch time in milliseconds  
customerStatus Customer status- will be matched against customer status entity name. Case insensitive. alphanumeric  
customerType Customer type - will be matched against customer type entity name. Case insensitive. alphanumeric  
balance The current balance of the customer. v1- alphanumeric, v2- double  
currency Currency code. alphanumeric  
customerId The customer ID. alphanumeric  
socialId The social ID of your choice: Facebook, Twitter etc. alphanumeric  
imei Unique phone identifier. alphanumeric  
userName Nickname or username of a consumer. alphanumeric  
accountName Name of the company or account. alphanumeric  
role Role title of the consumer within their organization. alphanumeric  
lastPaymentDate The customer's last payment date. This consists of 3 integer fields: Year, month, and day. JSON : { "year": 2011, "month": 3, "day": 21}  
registrationDate The customer's registration date. This consists of 3 integer fields: Year, month, and day. JSON : { "year": 2011, "month": 3, "day": 21}  
companySize The company size. v1- alphanumeric, v2- int  
companyBranch The branch of the company. alphanumeric  
storeZipCode The zip code of the store. alphanumeric  
storeNumber The number of the store. alphanumeric  
loginStatus Login status. v1- alphanumeric, v2- int  

personalInfo

Name Description Type/Value Notes
originalTimeStamp Event creation time stamp. long – epoch time in milliseconds  
serverTimeStamp Event processing time stamp. long – epoch time in milliseconds Default value - event creation time. If processing occurred, the value is updated to the processing time.
name Personal name. alphanumeric  
surname Surname. alphanumeric  
gender Visitor's gender. alphanumeric  
company Visitor's company. alphanumeric  
customerAge Year of birth. For calculating age. alphanumeric  
contacts Container of personalContact alphanumeric  
email Visitor email. alphanumeric  
phone Visitor phone number. alphanumeric  
language Visitor language. alphanumeric  

cartStatus (Cart update)

Name Description Type/Value Notes
originalTimeStamp Event creation time stamp. long – epoch time in milliseconds  
serverTimeStamp Event processing time stamp. long – epoch time in milliseconds Default value - event creation time. If processing occurred, the value is updated to the processing time.
total Total cart value. double  
currency Currency code. alphanumeric  
numItems Number of items in cart. int  
products List of products container  
quantity Number of products. int  
product Contains information about the product container  
name Product name. alphanumeric  
category Product category. alphanumeric  
sku Unique product ID identifier in consumer database. alphanumeric  
price Product price. double  

purchase (Transaction)

Name Description Type/Value Notes
originalTimeStamp Event creation time stamp. long – epoch time in milliseconds  
serverTimeStamp Event processing time stamp. long – epoch time in milliseconds Default value - event creation time. If processing occurred, the value is updated to the processing time.
total Total amount of purchase.. double  
currency Currency code. alphanumeric  
orderId Purchase order ID. alphanumeric  
cart Information about the cart status (detailed format - link to cart status) container  

marketingCampaignInfo (Marketing Source)

Name Description Type/Value Notes
originalTimeStamp Event creation time stamp. long – epoch time in milliseconds  
serverTimeStamp Event processing time stamp. long – epoch time in milliseconds Default value - event creation time. If processing occurred, the value is updated to the processing time.
originatingChannel Channel which originated the campaign. int  
affiliate Affiliate. alphanumeric  
campaignId Unique identifier of the campaign. alphanumeric  

searchContent (Searched Content)

Name Description Type/Value Notes
originalTimeStamp Event creation time stamp. long – epoch time in milliseconds  
serverTimeStamp Event processing time stamp. long – epoch time in milliseconds Default value - event creation time. If processing occurred, the value is updated to the processing time.
keywords Array of the search keywords array, alphanumeric  

viewedProduct (viewedProduct)

| Name | Description | Type/Value | Notes | | :————– | :—————————————— | :——————————————————————– | :————————— | | originalTimeStamp | Event creation time stamp. | long – epoch time in milliseconds | | serverTimeStamp | Event processing time stamp. | long – epoch time in milliseconds | Default value - event creation time. If processing occurred, the value is updated to the processing time. | products | List of products. | container | | quantity | Number of products. | int| | currency | Currency code. | alphanumeric| | product | Contains information about the product| container| | name | Product name. | alphanumeric| | category | Product category. | alphanumeric| | sku | Unique product ID identifier in consumer database. | alphanumeric| | price | Product price. | double| | statusInStock | Product stock status | alphanumeric | | quantityInStock | Product quantity left in stock | int |

visitorError

Name Description Type/Value Notes
originalTimeStamp Event creation time stamp. long – epoch time in milliseconds  
serverTimeStamp Event processing time stamp. long – epoch time in milliseconds Default value - event creation time. If processing occurred, the value is updated to the processing time.
contextId Error context ID (from the customer). alphanumeric  
message Error message. alphanumeric  
code Error code. alphanumeric  
level Error severity level. long  
resolved Indication whether the error was resolved. boolean  

lead

Name Description Type/Value Notes
originalTimeStamp Event creation time stamp. long – epoch time in milliseconds  
serverTimeStamp Event processing time stamp. long – epoch time in milliseconds Default value - event creation time. If processing occurred, the value is updated to the processing time.
topic Lead topic. alphanumeric  
value Lead value. double  
currency Currency code. alphanumeric  
leadId Unique identifier of the lead in your system. alphanumeric  

serviceActivity

Name Description Type/Value Notes
originalTimeStamp Event creation time stamp. long – epoch time in milliseconds  
serverTimeStamp Event processing time stamp. long – epoch time in milliseconds Default value - event creation time. If processing occurred, the value is updated to the processing time.
topic Topic of service activity. alphanumeric  
status Status of service activity. int  
category Category of service activity. alphanumeric  
serviceId Unique service identifier. alphanumeric  

JSON Example (including engagement attributes)

 {
	"_metadata": {
		"count": 1,
		"self": {
			"rel": "self",
			"href": "https://localhost:8082/messaging_history/api/account/qa51680169/conversations/search?limit=50&offset=0"
		},
		"shardsStatusResult": {
			"partialResult": false
		}
	},
	"conversationHistoryRecords": [
		{
			"info": {
				"startTime": "2016-08-29 14:30:24.565+0000",
				"startTimeL": 1472481024565,
				"endTime": "undefined",
				"endTimeL": -1,
				"duration": 78970,
				"conversationId": "e5c58e49-e4a5-40a8-8a18-d6580d1d5630",
				"brandId": "qa26409991",
				"latestAgentId": "3677470410",
				"latestAgentNickname": "michal@lp.com",
				"latestAgentFullName": "michal@lp.com",
				"latestAgentLoginName": "michal@lp.com",
				"agentDeleted": false,
				"latestSkillId": -1,
				"latestSkillName": "Unassigned",
				"source": "APP",
				"closeReason": "AGENT",
				"closeReasonDescription": "MANUAL_CLOSE",
				"mcs": 67,
				"alertedMCS": 1,
				"status": "OPEN",
				"firstConversation": false,
				"csatRate": 5,
				"device": "undefined",
				"browser": "chrome",
				"operatingSystem": "NA",
				"latestAgentGroupId": -1,
				"latestAgentGroupName": "Unassigned",
				"latestQueueState": "ACTIVE",
				"isPartial": false
			},
			"campaign": {
				"campaignEngagementId": "2330596212",
				"campaignEngagementName": "Engagement-123",
				"campaignId": "2266771712",
				"campaignName": "Live_Chat_on_your_site",
				"goalId": "2266719412",
				"goalName": "Interact with visitors",
				"engagementAgentNote": "agent-note-test-messaging",
				"engagementSource": "WEB_SITE",
				"visitorBehaviorId": "2379540212",
				"visitorBehaviorName": "someVisitorBehavior",
				"engagementApplicationId": "28879660-84fd-4cd8-a1d7-ba3247bdb252",
				"engagementApplicationName": "Some Mobile App Test",
				"engagementApplicationTypeId": "92274cfd-29e7-4d94-a013-0646212d8075",
				"engagementApplicationTypeName": "Mobile App",
				"visitorProfileId": "2286779312",
				"visitorProfileName": "All visitors",
				"lobId": 2389848512,
				"lobName": "lob_123",
				"locationId": "2266779612",
				"locationName": "Entire site",
				"profileSystemDefault": true,
				"behaviorSystemDefault": false
			},
			"messageRecords": [
				{
					"type": "TEXT_PLAIN",
					"messageData": {
						"msg": {
							"text": "Hi there #4"
						}
					},
					"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:0",
					"seq": 0,
					"dialogId": "undefined",
					"participantId": "f92c9890-2c95-428b-8a32-083528620d31",
					"source": "APP",
					"time": "2016-08-29 15:14:19.564+0000",
					"timeL": 1472483659564,
					"device": "undefined",
					"sentBy": "Consumer"
				},
				{
					"type": "TEXT_PLAIN",
					"messageData": {
						"msg": {
							"text": "Hi there, dear consumer!"
						}
					},
					"messageId": "ms::conv:e5c58e49-e4a5-4038-8b18-d6580d1d5630::msg:0",
					"seq": 1,
					"dialogId": "undefined",
					"participantId": "3677470410",
					"source": "APP",
					"time": "2016-08-29 15:14:20.569+0000",
					"timeL": 1472483659564,
					"device": "undefined",
					"sentBy": "Agent",
					"contextData": {
						"rawMetadata": "[{\"type\":\"BotResponse\",\"intents\":[{\"id\":\"some intent identifier\",\"confidence\":\"MEDIUM\",\"confidenceScore\":0.753}],\"externalConversationId\":\"conversation identifier\",\"businessCases\":[\"business case name\"]},{\"type\":\"ActionReason\",\"reason\":\"some reason\",\"reasonId\":\"some reason Id\"}]",
						"structuredMetadata": [
							{
								"botResponse": {
									"externalConversationId": "conversation identifier",
									"businessCases": [
										"business case name"
									],
									"intents": [
										{
											"id": "some intent identifier",
											"confidence": "MEDIUM",
											"confidenceScore": 0.753
										}
									]
								}
							},
							{
								"actionReason": {
									"reason": "some reason"
								}
							}
						]
					}
				},
				{
					"type": "TEXT_PLAIN",
					"messageData": {
						"msg": {
							"text": "I love your service"
						}
					},
					"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:2",
					"seq": 2,
					"dialogId": "undefined",
					"participantId": "f92c9890-2c95-428b-8a32-083528620d31",
					"source": "APP",
					"time": "2016-08-29 15:15:42.568+0000",
					"timeL": 1472483742568,
					"device": "undefined",
					"sentBy": "Consumer"
				},
				{
					"type": "RICH_CONTENT",
					"messageData": {
						"richContent": {
							"content": "{\"type\":\"vertical\",\"elements\":[{\"type\":\"image\",\"url\":\"https://media.giphy.com/media/3oKGzayyPJGE7xuytO/giphy.gif\",\"tooltip\":\"image tooltip\",\"click\":{\"metadata\":[{\"type\":\"ExternalId\",\"id\":\"123\"}],\"actions\":[{\"type\":\"navigate\",\"lo\":-73.9654,\"la\":40.7829},{\"type\":\"publishText\",\"text\":\"Manhaten\"}]}},{\"type\":\"text\",\"text\":\"Now on sale!\"},{\"type\":\"image\",\"url\":\"https://media.giphy.com/media/xT9IgsjDkpectclUI0/giphy.gif\",\"tooltip\":\"image tooltip\",\"click\":{\"metadata\":[{\"type\":\"ExternalId\",\"id\":\"123\"}],\"actions\":[{\"type\":\"navigate\",\"lo\":-73.9654,\"la\":40.7829},{\"type\":\"publishText\",\"text\":\"Manhaten\"}]}}]}"
						}
					},
					"messageId": "ms::conv:cd5926e0-5b57-4c82-85c5-9c95f88263a1::msg:8",
					"seq": 3,
					"dialogId": "undefined",
					"participantId": "2198186612",
					"source": "APP",
					"time": "2017-10-24 10:24:52.962+0000",
					"timeL": 1508840692962,
					"device": "undefined",
					"sentBy": "Agent"
				}
			],
			"agentParticipants": [
				{
					"agentFullName": "michal@lp.com",
					"agentNickname": "michal@lp.com",
					"agentLoginName": "michal@lp.com",
					"agentId": "3677470410",
					"userType": "1",
					"userTypeName": "Human",
					"role": "AGENT",
					"agentGroupName": "Unassigned",
					"agentGroupId": -1,
					"time": "2016-08-29 15:14:05.005+0000",
					"timeL": 1472483645005,
					"permission": "ASSIGNED_AGENT"
				}
			],
			"consumerParticipant": [
				{
					"participantId": "f92c9890-2c95-428b-8a32-083528620d31",
					"firstName": "Visitor",
					"lastName": "Test",
					"token": "undefined",
					"email": "undefined",
					"phone": "0",
					"avatarURL": "undefined",
					"time": "2016-08-29 14:30:24.573+0000",
					"timeL": 1472481024573,
					"consumerName": "Visitor"
				}
			],
			"transfers": [
				{
					"timeL": 1498127364726,
					"time": "2017-06-22 10:29:24.726+0000",
					"assignedAgentId": "null",
					"targetSkillId": 2,
					"targetSkillName": "cats",
					"reason": "Skill",
					"by": "196875613",
					"sourceSkillId": -1,
					"sourceSkillName": "Unassigned",
					"sourceAgentId": "196875613",
					"sourceAgentFullName": "michal1",
					"sourceAgentLoginName": "michal1",
					"sourceAgentNickname": "michal1"
				},
				{
					"timeL": 1498127562332,
					"time": "2017-06-22 10:32:42.332+0000",
					"assignedAgentId": "null",
					"targetSkillId": 3,
					"targetSkillName": "lpsocial",
					"reason": "Skill",
					"by": "7",
					"sourceSkillId": 2,
					"sourceSkillName": "cats",
					"sourceAgentId": "7",
					"sourceAgentFullName": "michal",
					"sourceAgentLoginName": "michal@lp.com",
					"sourceAgentNickname": "michal"
				}
			],
			"interactions": [
				{
					"assignedAgentId": "3677470410",
					"assignedAgentFullName": "michal@lp.com",
					"assignedAgentLoginName": "michal@lp.com",
					"assignedAgentNickname": "michal@lp.com",
					"interactionTimeL": 1472483644999,
					"interactionTime": "2016-08-29 15:14:04.999+0000",
					"interactiveSequence": 1
				}
			],
			"messageScore": [
				{
					"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:0",
					"messageRawScore": 0,
					"mcs": 0,
					"time": "2016-08-29 15:14:26.314+0000",
					"timeL": 1472483666314
				},
				{
					"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:2",
					"messageRawScore": 0,
					"mcs": 0,
					"time": "2016-08-29 15:15:49.225+0000",
					"timeL": 1472483749225
				}
			],
			"messageStatuses": [
				{
					"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:0",
					"seq": 0,
					"time": "2016-08-29 15:14:19.626+0000",
					"timeL": 1472483659626,
					"participantId": "3677470410",
					"participantType": "Agent",
					"messageDeliveryStatus": "ACCEPT"
				},
				{
					"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:2",
					"seq": 2,
					"time": "2016-08-29 15:15:42.609+0000",
					"timeL": 1472483742609,
					"participantId": "3677470410",
					"participantType": "Agent",
					"messageDeliveryStatus": "ACCEPT"
				},
				{
					"messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:0",
					"seq": 0,
					"time": "2016-08-29 15:15:58.272+0000",
					"timeL": 1472483758272,
					"participantId": "3677470410",
					"participantType": "Agent",
					"messageDeliveryStatus": "READ"
				}
			],
			"conversationSurveys": [
				{
					"surveyType": "Satisfaction",
					"surveyStatus": "FILLED",
					"surveyData": [
						{
							"question": "Confirm Resolution",
							"answer": "Yes"
						}
					]
				}
			],
			"coBrowseSessions": {
				"coBrowseSessionsList": [
					{
						"sessionId": "22207277:37084513__1d165aa8-9d37-4e40-baf8-06f5e80f6cd2_1506325721990",
						"startTime": "2017-09-25 07:48:42.000+0000",
						"startTimeL": 1506325722000,
						"endTime": "2017-09-25 07:50:01.789+0000",
						"endTimeL": 1506325801789,
						"endReason": "AGENT",
						"duration": 79789,
						"type": "inApp",
						"agentId": "37084513",
						"interactive": true
					},
					{
						"sessionId": "22207277:37084513__1d165aa8-9d37-4e40-baf8-06f5e80f6cd2_1506326147649",
						"startTime": "2017-09-25 07:55:58.000+0000",
						"startTimeL": 1506326158000,
						"endTime": "2017-09-25 07:56:53.422+0000",
						"endTimeL": 1506326213422,
						"endReason": "VISITOR",
						"duration": 55422,
						"type": "inApp",
						"capabilities": [
							"CONSUMER_VIDEO_CONNECTION",
							"CONSUMER_VOICE_CONNECTION",
							"AGENT_APP_CONTROL"
						],
						"agentId": "37084513",
						"interactive": true
					}
				]
			},
			"sdes": {
				"events": [
					{
						"customerInfo": {
							"serverTimeStamp": "1497871291351",
							"originalTimeStamp": "1497871291351",
							"customerInfo": {
								"customerId": "12345678",
								"companyBranch": "dummyCompanyBranch"
							}
						},
						"sdeType": "CUSTOMER_INFO",
						"serverTimeStamp": "1497871291351"
					},
					{
						"personalInfo": {
							"serverTimeStamp": "1497871291351",
							"originalTimeStamp": "1497871291351",
							"personalInfo": {
								"name": "dummyName",
								"surname": "dummySurename",
								"contacts": [
									{
										"personalContact": {
											"email": "dummy@mail.com",
											"phone": "12345678"
										}
									}
								]
							}
						},
						"sdeType": "PERSONAL_INFO",
						"serverTimeStamp": "1497871291351"
					}
				]
			},
			"unAuthSdes": {
				"events": [
					{
						"cartStatus": {
							"serverTimeStamp": "1528628536879",
							"originalTimeStamp": "1528636540046",
							"total": "11.7",
							"currency": "USD",
							"numItems": "6",
							"products": [
								{
									"quantity": "1",
									"product": {
										"name": "prod1",
										"category": "category",
										"sku": "sku",
										"price": "7.8"
									}
								}
							]
						},
						"serverTimeStamp": "1528628536879",
						"sdeType": "CART_STATUS",
						"isAuthenticated": false
					},
					{
						"marketingCampaignInfo": {
							"serverTimeStamp": "1528628536880",
							"originalTimeStamp": "1528636540046",
							"marketingCampaignInfo": {
								"originatingChannel": "1",
								"affiliate": "Yahoo",
								"campaignId": "US coupon campaign"
							}
						},
						"serverTimeStamp": "1528628536880",
						"sdeType": "MARKETING_CAMPAIGN_INFO",
						"isAuthenticated": false
					},
					{
						"customerInfo": {
							"serverTimeStamp": "1528628536880",
							"originalTimeStamp": "1528636540046",
							"isAuthenticated": false,
							"customerInfo": {
								"customerStatus": "cancelled",
								"customerType": "vip",
								"balance": "-400.99",
								"currency": "USD",
								"customerId": "customerId",
								"socialId": "socialid",
								"imei": "imeiID",
								"userName": "username",
								"accountName": "nameacount",
								"role": "rollleeee",
								"companyBranch": "companyBranch",
								"storeNumber": "storeNumber13123",
								"storeZipCode": "2342221",
								"lastPaymentDate": {
									"year": "2014",
									"month": "10",
									"day": "15"
								},
								"registrationDate": {
									"year": "2013",
									"month": "5",
									"day": "23"
								},
								"companySize": "2222"
							}
						},
						"serverTimeStamp": "1528628536880",
						"sdeType": "CUSTOMER_INFO",
						"isAuthenticated": false
					},
					{
						"personalInfo": {
							"serverTimeStamp": "1528628536880",
							"originalTimeStamp": "1528636540046",
							"isAuthenticated": false,
							"personalInfo": {
								"name": "John",
								"surname": "Doe",
								"gender": "MALE",
								"company": "company",
								"language": "Russian",
								"customerAge": {
									"customerAgeInYears": "34.0",
									"customerYearOfBirth": "1980",
									"customerMonthOfBirth": "4",
									"customerDateOfBirth": "15"
								},
								"contacts": [
									{
										"personalContact": {
											"email": "myname@example.com",
											"phone": "+1 212-788-8877"
										}
									}
								]
							}
						},
						"serverTimeStamp": "1528628536880",
						"sdeType": "PERSONAL_INFO",
						"isAuthenticated": false
					},
					{
						"searchContent": {
							"serverTimeStamp": "1528628536881",
							"originalTimeStamp": "1528636540046",
							"keywords": [
								"word"
							]
						},
						"serverTimeStamp": "1528628536881",
						"sdeType": "SEARCH_CONTENT",
						"isAuthenticated": false
					},
					{
						"viewedProduct": {
							"serverTimeStamp": "1528628536881",
							"originalTimeStamp": "1528636540046",
							"products": [
								{
									"quantity": 3,
									"product": {
										"name": "red high heel shoe",
										"category": "women shoes",
										"sku": "xyz567",
										"price": "77.8"
									}
								}
							],
							"currency": "USD"
						},
						"serverTimeStamp": "1528628536881",
						"sdeType": "VIEWED_PRODUCT",
						"isAuthenticated": false
					},
					{
						"visitorError": {
							"serverTimeStamp": "1528628536881",
							"originalTimeStamp": "1528636540046",
							"visitorError": {
								"contextId": "contextId",
								"message": "Expiration date missing",
								"code": "er100004",
								"level": null,
								"resolved": null
							}
						},
						"serverTimeStamp": "1528628536881",
						"sdeType": "VISITOR_ERROR",
						"isAuthenticated": false
					},
					{
						"lead": {
							"lead": {
								"topic": "luxury car test drive 2015",
								"value": "22.22",
								"currency": null,
								"leadId": "xyz123"
							},
							"serverTimeStamp": "1528628536882"
							"originalTimeStamp": "1528636540046",
						},
						"serverTimeStamp": "1528628536882",
						"sdeType": "LEAD",
						"isAuthenticated": false
					},
					{
						"purchase": {
							"total": "78.0",
							"currency": null,
							"serverTimeStamp": "1528628536882",
							"originalTimeStamp": "1528636540046",
							"cart": {
								"total": null,
								"serverTimeStamp": null,
								"products": [],
								"numItems": null
							},
							"orderId": "Test123"
						},
						"serverTimeStamp": "1528628536882",
						"sdeType": "PURCHASE",
						"isAuthenticated": false
					},
					{
						"serviceActivity": {
							"serverTimeStamp": "1528628536882",
							"originalTimeStamp": "1528636540046",
							"serviceActivity": {
								"topic": "order checkbook",
								"status": "0",
								"category": "finance",
								"serviceId": "service12"
							}
						},
						"serverTimeStamp": "1528628536882",
						"sdeType": "SERVICE_ACTIVITY",
						"isAuthenticated": false
					}
				]
			},
			"summary": {
				"text": "summary",
				"lastUpdatedTime": 1482333795318
			}
		}
	]
}