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 and 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 timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event creation timestamp | 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 timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | 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 | |
| Visitor email | alphanumeric | ||
| phone | Visitor phone number | alphanumeric | |
| language | Visitor language | alphanumeric |
cartStatus (cart update)
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | 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 timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | 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 timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | 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 timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | 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 (viewed product)
| Name | Description | Type/Value | Notes |
|---|---|---|---|
| originalTimeStamp | Event creation timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | 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 timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | 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 timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | 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 timestamp | long — epoch time in milliseconds | |
| serverTimeStamp | Event processing timestamp | 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
}
}
]
}