Engagement Attributes allow a brand to communicate events, for example, purchases, visitor login, shopping cart abandonment etc., from the webpage into LiveEngage. 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  
serverTimeStamp Event 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  
accountName A nickname for the account for B2B like the salesforce account name. alphanumeric  
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
serverTimeStamp Event time stamp. long – epoch time in milliseconds
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
serverTimeStamp Event time stamp. long – epoch time in milliseconds
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
serverTimeStamp Event time stamp. long – epoch time in milliseconds
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
serverTimeStamp Event time stamp. long – epoch time in milliseconds
originatingChannel Channel which originated the campaign. int
affiliate Affiliate. alphanumeric
campaignId Unique identifier of the campaign. alphanumeric

searchContent (Searched Content)

Name Description Type/Value
serverTimeStamp Event time stamp. long – epoch time in milliseconds
keywords Array of the search keywords array, alphanumeric

viewedProduct (viewedProduct)

Name Description Type/Value
serverTimeStamp Event time stamp. long – epoch time in milliseconds
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

visitorError

Name Description Type/Value
serverTimeStamp Event time stamp. long – epoch time in milliseconds
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
serverTimeStamp Event time stamp. long – epoch time in milliseconds
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
serverTimeStamp Event time stamp. long – epoch time in milliseconds
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",
							"customerInfo": {
								"customerId": "12345678",
								"companyBranch": "dummyCompanyBranch"
							}
						},
						"sdeType": "CUSTOMER_INFO",
						"serverTimeStamp": "1497871291351"
					},
					{
						"personalInfo": {
							"serverTimeStamp": "1497871291351",
							"personalInfo": {
								"name": "dummyName",
								"surname": "dummySurename",
								"contacts": [
									{
										"personalContact": {
											"email": "dummy@mail.com",
											"phone": "12345678"
										}
									}
								]
							}
						},
						"sdeType": "PERSONAL_INFO",
						"serverTimeStamp": "1497871291351"
					}
				]
			},
			"unAuthSdes": {
				"events": [
					{
						"cartStatus": {
							"serverTimeStamp": "1528628536879",
							"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",
							"marketingCampaignInfo": {
								"originatingChannel": "1",
								"affiliate": "Yahoo",
								"campaignId": "US coupon campaign"
							}
						},
						"serverTimeStamp": "1528628536880",
						"sdeType": "MARKETING_CAMPAIGN_INFO",
						"isAuthenticated": false
					},
					{
						"customerInfo": {
							"serverTimeStamp": "1528628536880",
							"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",
							"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",
							"keywords": [
								"word"
							]
						},
						"serverTimeStamp": "1528628536881",
						"sdeType": "SEARCH_CONTENT",
						"isAuthenticated": false
					},
					{
						"viewedProduct": {
							"serverTimeStamp": "1528628536881",
							"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",
							"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"
						},
						"serverTimeStamp": "1528628536882",
						"sdeType": "LEAD",
						"isAuthenticated": false
					},
					{
						"purchase": {
							"total": "78.0",
							"currency": null,
							"serverTimeStamp": "1528628536882",
							"cart": {
								"total": null,
								"serverTimeStamp": null,
								"products": [],
								"numItems": null
							},
							"orderId": "Test123"
						},
						"serverTimeStamp": "1528628536882",
						"sdeType": "PURCHASE",
						"isAuthenticated": false
					},
					{
						"serviceActivity": {
							"serverTimeStamp": "1528628536882",
							"serviceActivity": {
								"topic": "order checkbook",
								"status": "0",
								"category": "finance",
								"serviceId": "service12"
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						"serverTimeStamp": "1528628536882",
						"sdeType": "SERVICE_ACTIVITY",
						"isAuthenticated": false
					}
				]
			},
			"summary": {
				"text": "summary",
				"lastUpdatedTime": 1482333795318
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		}
	]
}