This method retrieves a list of conversations with all their metadata and related messages based on a predefined search criteria. Search criteria includes filtering by time range, agent, skill, etc.

Request

Method URL
POST https://{domain}/messaging_history/api/account/{accountID}/conversations/search?offset=0&limit=50

URL Parameters

Name Description Type/Value Required Notes
offset The offset specifies from which record to retrieve the chat. numeric Optional Default is 0. Example: Of 100 records, the first 20 have already been retrieved. Thus, in the next request will be specified with offset 21.
limit Max amount of conversations to be received in the response. numeric Optional Default is 50. Max value is 100. The remaining conversations can be obtained using pagination (using offset, in a subsequent request).
sort Sort the results in a predefined order. string Optional Example: start:desc will order conversations by descending value of the start time. Valid values include: start, end. Order:[asc/desc]
v version of the API (1 or 2) string Optional default value is 1. Only in v=2 will unauthenticated engagement attributes (SDEs) be returned. When using v=2, both unauthenticated and authenticated SDEs will have a type as defined in the engagement attribute in question and not String.

BODY/POST Parameters

Note: New capability - partial retrieval of data

The API now allows you to retrieve some of the content, per your need, instead of every possible key. This is done by calling the API with the contentToRetrive parameter and specifying the types of content you would like to get in the response.

Because this API retrieves some of the SDEs that are supported in LiveEngage by design, it is not suitable for brands looking for all of their data. The data retrieved by this API will be partial, usually limited to the last update LiveEngage performed to the SDEs. If you're looking into retrieving all of your data instead, the Data Access API is better suited to your needs. You can also refer to the Get Conversation by ID method of this API if you're looking for all SDEs for one specific conversation.

The default types that are returned (without using contentToRetrieve) are: campaign, messageRecords, agentParticipants, agentParticipantsLeave, agentParticipantsActive, consumerParticipants, transfers, interactions, messageScores, messageStatuses, conversationSurveys, coBrowseSessions, summary, SDEs.

Filter is sent in the POST data (body) with the following JSON structure.

Name Description Type/Value Required Notes
start {from, to} Conversation's start time range. long - epoch time in milliseconds. Required Including bounds. From/to value is rounded to the last/next 10 minutes, respectively. The maximum time interval is three months. Larger intervals will be rejected.
end {from, to} Conversation's end time range. long - epoch time in milliseconds. Optional Including bounds. From/to value is rounded to the last/next 10 minutes, respectively. The maximum time interval is three months. Larger intervals will be rejected.
status Latest status of the conversation. Array <status> Optional Valid values: "OPEN", "CLOSE"
skillIds An array of skill IDs, represented as numbers. Array <skillID> Optional Any skill, through the entire flow of the conversation.
latestSkillIds An array of latest skill IDs, represented as numbers. The latest skill ID is the latest skill which the conversation was assigned under. Array <skillID> Optional Filters only conversations whose latest skill appears in the array.
agentIds An array of agent IDs, represented as numbers. Array <agentID> Optional  
latestAgentIds An array of latest agent IDs, represented as numbers. Array <agentID> Optional Filters only conversations whose latest agent appears in the array.
agentGroupIds An array of agent group IDs, represented as numbers. Array <agentGroupID> Optional  
keyword Specific word or phrase found in the messages of the conversation. alphanumeric Optional  
summary Specific word or phrase found in the summary of the conversation. alphanumeric Optional  
duration {from, to} Range of conversation length (in seconds). numeric, numeric Optional If one parameter is filled out, the other parameter must be as well. Either "from" or "to" fields are mandatory. In case one of the fields is missing, its value will be set to 0 or the retention time of conversations (13 months), respectively.
mcs {from,to} Range of Meaningful Connection Score in a particular conversation (including the boundaries). numeric, numeric Optional Either "from" or "to" fields are mandatory. In case one of the fields is missing, its value will be set to the minimal or maximal possible values of MCS, respectively.
alertedMcsValues Alerted MCS of the conversation up until the most recent message. Array <alertedMCS> Optional Valid values: "-1", "0", "1"
csat {from,to} Range of CSAT assigned to the conversation. numeric, numeric Optional Either "from" or "to" fields are mandatory. In case one of the fields is missing, its value will be set to the minimal or maximal possible value of CSAT (1 or 5 respectively).
source Source origin (Facebook, App etc.) from which the conversation was initially opened. Array <String> Optional Possible values: APP, SHARK (WEB), AGENT, SMS, FACEBOOK,Apple Business Chat
device Type of device from which the conversation was initially opened. Array <String> Optional Possible values: DESKTOP, TABLET, MOBILE, NA
messageContentTypes The type of the message Array <String> Optional Valid values: TEXT_PLAIN, TEXT_HTML, LINK, HOSTED_FILE, IMG, SECURE_FORM_INVITATION, SECURE_FORM_SUBMIT, RICH_CONTENT
latestConversationQueueState The queue state of the conversation String Optional Valid values: IN_QUEUE,ACTIVE
sdeSearch {list of SDEs types} Search for values passed via engagement attributes(SDEs) alphanumeric Optional Valid values: all parameters are optional , with a logical OR operator between them. The different SDE types are: personalInfo, customerInfo, userUpdate (relates to the userProfile content),marketingCampaignInfo,lead,purchase, viewedProduct,cartStatus,serviceActivity,visitorError,searchContent. See example below for how to execute a request with this parameter.
responseTime Response time range epoch time in milliseconds Optional Either the "from" or "to" field is mandatory
contentToRetrieve List of content types that should be retrieved alphanumeric Optional Valid values: campaign, messageRecords, agentParticipants, agentParticipantsLeave, agentParticipantsActive, consumerParticipants, transfers, interactions, messageScores, messageStatuses, conversationSurveys, coBrowseSessions, summary, sdes, unAuthSdes, monitoring
latestUpdateTime The earliest time the conversation was updated (e.g, all conversations which were updated between the current time and 19:00 yesterday and no earlier) long - epoch time in milliseconds. Optional Get only conversations that were updated since the specified time. Including bounds. The value is rounded to the last 10 minutes (e.g, a value of 19:10 will be rounded to 19:00).

Filters examples:

Name Description
start {″start″:{"from":1470037448000,"to":1472543048000}}
end {″start″:{"from":1470037448000,"to":1472543048000},"end":{"from":1470908735000,"to":1472543048000}}
status {"start":{"from":1470037448000,"to":1472543048000},"status":["CLOSE","OPEN"]}
skillIds {"start":{"from":1470037448000,"to":1472543048000},"skillIds":["-1","2"]}
latestSkillIds {"start":{"from":1470037448000,"to":1472543048000},"latestSkillIds":["-1","2"]}
agentIds {"start":{"from":1470037448000,"to":1472543048000},"agentIds":["11111111-2222-3333-4444-555555555555","2"]}
latestAgentIds {"start":{"from":1470148243000,"to":1472543048000},"latestAgentIds":[3678429210,3673269110]}
agentGroupIds {"start":{"from":1470037448000,"to":1472543048000},"agentGroupIds":["0","2"]}
keyword {"start":{"from":1470037448000,"to":1472543048000},"keyword":"bonus"}
summary {"start":{"from":1481694532185,"to":1482324227482},"summary":"purchase"}
duration {"start":{"from":1470037448000,"to":1472543048000}, "duration":{"from":0,"to":1000}}
mcs {"start":{"from":1470037448000,"to":1472543048000}, "mcs":{"from":0,"to":100}}
alertedMcsValues {"start": {"from": "1485330205108", "to": "1485942798000"}, "alertedMcsValues": ["-1","1"]}
csat {"start":{"from":1470037448000,"to":1472543048000}, "csat":{"from":4,"to":5}}
source {"start":{"from":1470037448000,"to":1472543048000}, "source":["APP"]}
device {"start":{"from":1470037448000,"to":1472543048000},"device":["DESKTOP"]}
messageContentTypes {"start": {"from": "1484830093231", "to": "1485447764498"}, "messageContentTypes": ["TEXT_PLAIN"]}
latestConversationQueueState {"start": {"from": "1484830093231", "to": "1485447764498"}, "latestConversationQueueState": "IN_QUEUE"}
sdeSearch {"start":{"from":"1484830093231","to":"1485447764498"},"sdeSearch":{"personalInfo":"George","customerInfo":"Liveperson","userUpdate":"george@liveperson.com","marketingCampaignInfo":"campainTest","lead":"test1","purchase":"product1","viewedProduct":"product2","cartStatus":"test","serviceActivity":"test2","visitorError":"error1","searchContent":"Liveperson"}}
responseTime {"start":{"from":1529566882153,"to":1530171697782},"status":["OPEN"],"responseTime":{"from":1530013618000,to":1530153993000},"contentToRetrieve":["responseTime"]}
contentToRetrieve {"start":{"from":1518411320000,"to":-1},"contentToRetrieve":["campaign","messageRecords","agentParticipants","agentParticipantsLeave","agentParticipantsActive","consumerParticipants","transfers","interactions","messageScores","messageStatuses","conversationSurveys","coBrowseSessions","summary", "sdes","unAuthSdes","monitoring","responseTime"]}
latestUpdateTime {"start":{"from":1541578792011,"to":1541578895020},"status":["OPEN","CLOSE"],"latestUpdateTime":{"from":1541578792011}}

Note: search by keywords, summary or engagement attributes

In order to search for a specific phrase within the messages, summary or engagement attributes of the conversation, you will need to wrap the phrase in quotation marks. This will make sure that the search will run according to all specified characaters in the phrase and in the same position relative to each other. (For example: searching for "tester@liveperson.com", will search for the characters “tester” and “liveperson.com” in that order.)

Response

Elements in the Response

Metadata info

Name Description Type/Value
metadata All response-related Metadata. container
rel Name of a link to be used in the next request. alphanumeric (256)
href A specific link to be used in the next request. alphanumeric (256)
count Number of sessions using the current query/filter. numeric
info Information about a specific conversation. container

Conversation record

Name Description Type/Value
info Contains information on the conversation. container
campaign Campaign data of the messaging interaction. container
messagesRecords Contains information about a specific message. container
messageStatuses Contains information about message acceptance status (i.e. read/accept). container
agentParticipants Contains information about the agent(s) participating in the conversation. container
consumerParticipants Contains information about the consumer(s) participating in the conversation. container
transfers Contains information about transfers in the conversation. container
interactions Contains information about the interactions in the conversation. container
messageScore Contains information about the message's score, including raw and MCS. container
conversationSurveys Contains information about the different surveys for the current conversation. container
coBrowseSessions Contains information about CoBrowse sessions for the current conversation. container
summary Contains information about the conversation's summary. container
sdes List of Engagement Attributes. container
responseTime Response time container
dialogs Contains information about the different dialogs for the current conversation. container

Conversation info

Name Description Type/Value Notes
conversationId ID of conversation. string  
brandId ID of brand. string  
status Latest status of the conversation. string  
startTime Start-time of the conversation. long  
endTime End-time of the conversation. long  
duration Time from when the consumer started the conversation until it ended. long For open conversations, the duration returned is the time until the time the data was retrieved (in milliseconds).
closeReason Reason for closing the conversation - by agent / consumer. string  
closeReasonDescription Additional information regarding the conversation close reason string  
firstConversation Whether it is the consumer's first conversation. Boolean  
csat CSAT score of the conversation (as given in the answer). int Range: 1 to 5.
mcs Meaningful Connection Score of the conversation. int Range: 0-100. If it is for an open conversation, the score is take from the conversation up until the most recent interaction.
alertedMCS Divides the MCS score into 3 groups: Positive, Neutral, Negative. int Values: -1, 0, 1
source Source origin (Facebook, app, etc). string  
device Device origin (desktop, smartphone, etc.). string  
deviceModel The model of the mobile device that opened the connection string For example: "Iphone9,4"
latestSkillId Most recent skill id of the conversation, will be updated after the conversation is started, assigned to an agent or transferred to a skill. long  
latestSkillName Most recent skill name that the conversation was assigned to. string  
latestAgentId Most recent agent ID the conversation was assigned to. long  
latestAgentLoginName The agent's login name. string  
latestAgentNickname The agent's nickname. string  
latestAgentFullName The agent's full name. string  
agentDeleted Indicates whether agent was deleted. Boolean  
latestAgentGroupId Group ID of the agent most recently assigned to the conversation. long  
latestAgentGroupName Group name of the agent most recently assigned to the conversation. string  
browser The browser or hosted application of the engagement. string  
browserVersion Detailed version info of the user agent (browser or host-application). string  
operatingSystem Operating system of the device string Possible values:WINDOWS, MAC_OSX, LINUX, IOS, ANDROID.
operatingSystemVersion The operating system version, and distribution type (if relevant). string Examples: Ubuntu 15.00
latestQueueState Indicates if the conversation is assigned to an agent or waiting in queue. string Valid values: "IN_QUEUE", "ACTIVE"
isPartial Indicates whether the conversation's data is partial. Boolean In order to retrieve its full data, use single conversation method (by conversation ID).
sessionId Session ID in LP system. string  
interactionContextId Session ID in LP system. string  
timeZone The time zone. string  
features The features that the connection is using list of strings For example: PHOTO_SHARING, QUICK_REPLIES, CO_APP, AUTO_MESSAGES, RICH_CONTENT, SECURE_FORMS
language Language of the conversation's context string  
integration The integration type: mobile-sdk, web-sdk, brand-sdk string  
integrationVersion The version of the integration string  
appId The name of the application string We have a few internal application names: ConsumerApp, WebAgent, BrandAgent
appVersion The hosted application version. string  
ipAddress Current connection user IP string  
isTruncated The response is truncated. This can happen when you attempt to retrieve large amounts of data for a consumer or a conversation too many times, in order to protect server stability Boolean  

Campaign info

Name Description Type/Value Notes    
  campaignEngagementId ID of the campaign's engagement. numeric    
  campaignEngagementName Name of the campaign's engagement. alphanumeric (50)    
  campaignId ID of the campaign. numeric    
  campaignName Name of the campaign. alphanumeric (50)    
  goalId ID of the campaign's goal. numeric    
  goalName Name of the campaign's goal. alphanumeric (50)    
  engagementAgentNote Note to the Agent defined for the campaign's engagement. alphanumeric    
  engagementSource The source of the campaign's engagement e.g. WEB_SITE, SOCIAL_MEDIA, etc. alphanumeric    
  visitorBehaviorId ID of the visitor behavior defined for the campaign's engagement (in case engagement id is available). numeric    
  visitorBehaviorName Name of the visitor behavior defined for the campaign's engagement (in case engagememt id is available). alphanumeric (50)    
  engagementApplicationId Engagement's application ID. alphanumeric - UUID    
  engagementApplicationName Engagement's application name. alphanumeric    
  engagementApplicationTypeId Engagement's application type id alphanumeric    
  engagementApplicationTypeName Engagement's application type name alphanumeric    
  visitorProfileId ID of the visitor profile defined for the campaign. numeric    
  visitorProfileName Name of the visitor profile defined for the campaign. alphanumeric (50)  
  lobId ID of the line of business of the campaign. numeric(long)    
  lobName Name of the line of business of the campaign. alphanumeric    
  LocationId ID of the location of the engagement on the screen. numeric    
  LocationName describes the engagement display location. alphanumeric The default location is the entire website.  
  behaviorSystemDefault Indicates whether visitor behavior is the default one. Boolean    
  profileSystemDefault Indicates whether visitor behavior is the default one. Boolean    

Monitoring

Name Description Type/Value Notes  
  country Name of country. alphanumeric  
  countryCode Country's code. alphanumeric  
  state Name of state. alphanumeric  
  city Name of the city. alphanumeric  
  isp Internet service provider's name. alphanumeric  
  org Name of organization. alphanumeric  
  device Type of device. alphanumeric Valid values: "DESKTOP", "TABLET", "MOBILE", "NA"
  ipAddress IP address of the consumer's device alphanumeric  
  browser Browser of the consumer who engaged in the conversation alphanumeric  
  operatingSystem Operating System of the consumer who engageed in the conversation. alphanumeric  
  conversationStartPage The page's URL from which the conversation started. alphanumeric  
  conversationStartPageTitle The page's title from which the conversation started. alphanumeric  

Message Info

Name Description Type/Value Notes
time Time the message was sent. string  
timeL Time the message was sent in a long format. long  
type Type of data string Valid values: "text", "file",
messageData Content of the message. container  
messageId ID of message. string  
seq Message's sequence in the conversation. string Does not have to be continuous, i.e. 0, 2, 5, etc.
dialogId ID of dialog bulk. long  
participantId ID of participant. string  
source Message's origin. string deprecated (not supported)
device Device the message was sent from. string deprecated (not supported)
sentBy Who sent the message string Valid values: "agent", "consumer"
contextData Contains context information about the consumer's message, including raw and structured metadata. container  

Context Data

Name Description Type/Value
rawMetadata Raw meta data of context information about a consumer message in a json format. string
structuredMetadata An array of structured metadata including both context data about a consumer message and an action reason in case of escalation Array <StructuredMetadata>

Structured Metadata

Name Description Type/Value
botResponse Container of structured context data about a consumer message container
actionReason Contains information about the action's reason container

BotResponse

Name Description Type/Value
externalConversationId External platform conversation identifier. string
businessCases The topic or business case of the conversation. In WVA this data is stored in capability field. Array <String>
intents List of intents identified for a consumer message Array <Intent>

Intent

Name Description Type/Value
id Intent id. string
name Intent name. string
confidence Normalized intent confidence level (low, medium, high). string
confidenceScore Intent confidence level value as calculated by the integrated platform. double

Action Reason

Name Description Type/Value
reason The reason behind an action that was taken by a bot or an agent, currently the action refers to escalation or transfer string

Message Text

Name Description Type/Value
text The text content of the message. string

Message File

Name Description Type/Value Notes
relativePath Relative path of the file. string  
fileType Type of the file. string Valid values: "JPG", "PNG", "GIF", "TXT", "PDF"
caption The caption (heading) of the file. string  

Message Link

Name Description Type/Value Notes
externalFileLink Link to external file. string  
fileType Type of the file. string Valid values: "JPG", "PNG", "GIF", "TXT", "PDF"

Message Rich Content

Name Description Type/Value
content The json of rich content. string

Message Quick Replies

Name Description Type/Value
content The json of the quick replies. string

Message Status info

Name Description Type/Value
messageId ID of message. string
time Time the change in message status occurred. string
timeL Time the change in message status occurred, in long format. long
messageDeliveryStatus The message's delivery status (i.e - sent. accept, read). string
dialogId The ID of the message dialog. string
participantId The ID of the participant sending the message string
participantType The type of participant string

Message Score info

Name Description Type/Value Notes
messageId ID of message. string  
time Time the MCS was calculated. string  
timeL Time the MCS was calculated, in long format. long  
mcs Meaningful Connection Score of the conversation up to this message int Range: 0 - 100.
messageRawScore Score of message. int  

Conversation CoBrowse Sessions DTO

Name Description Type / Value Notes
coBrowseSessionsList Co browse sessions list Array <ConversationCoBrowseSessionDTO>  

Conversation CoBrowse Session DTO

Name Description Type / Value Notes
sessionId Session id alphanumeric  
startTime Start time alphanumeric  
startTimeL Start time long – epoch time in milliseconds  
endTime End time alphanumeric  
endTimeL End time long – epoch time in milliseconds  
interactiveTime The time the session became interactive alphanumeric  
interactiveTimeL The time the session became interactive long – epoch time in milliseconds  
isInteractive Is the session interactive boolean  
endReason CoBrowse end reason alphanumeric  
duration Duration of the CoBrowse session numeric  
type Type alphanumeric Valid values: "inApp", "web"
capabilities Capabilities Array <alphanumeric>  
agentId Agent id alphanumeric  

Participating Agent info

Name Description Type/Value Notes
agentId ID of agent. string  
agentLoginName Login name of the agent assigned to the conversation. string  
agentNickname Nickname of the agent assigned to the conversation. string  
agentFullName Full name of the agent assigned to the conversation. string  
agentDeleted Indicates whether agent was deleted. Boolean  
time The time the agent was added to the conversation. string  
timeL The time the agent was added to the conversation (in long format). long  
role The agent's role in the conversation- assigned agent, manager etc. string  
userType The id of the user type, can be one of the following:0, 1, 2 String  
userTypeName The name of the user type,can be one of the following: System, Human or Bot String  
agentGroupId Agent's group ID. long  
agentGroupName The agent's group name. string  
permission Agent's permission in the conversation (reader, assigned). string Valid values: "reader", "assigned"
contextData Contains context information about the transfer, including raw and structured metadata. container  
dialogId The ID of the dialog the agent is participating in. string  

Consumer Participant info

Name Description Type/Value
participantId ID of consumer (in the LP database). string
time Time in which the data was last updated. string
timeL Time in which the data was last updated (in long format). long
joinTime Time the consumer joined the conversation. string
joinTimeL Time the consumer joined the conversation (in long format). long
firstName Consumer's first name (provided by consumer in their profile). string
lastName Consumer's last name (provided by consumer in their profile). string
phone Consumer's phone number (provided by consumer in their profile). string
email Consumer's email (provided by consumer in their profile). string
token Private identifier of the user. string
dialogId The ID of the dialog the agent is participating in. string

Transfer info

Name Description Type/Value  
transfer Information about the transfer operation in the conversation. container  
time Time of transfer string  
timeL Time of transfer (in long format). long  
assignedAgentId Target agent ID (to transfer to). string  
assignedAgentLoginName The agent's login name. string  
assignedAgentNickname The agent's nickname. string  
assignedAgentFullName The agent's full name. string  
targetSkillId Target skill ID (to transfer to). long  
targetSkillName Target skill name. string  
sourceSkillId The source skill ID. long  
sourceSkillName The source skill name. string  
sourceAgentId The source agent ID. string  
sourceAgentLoginName The source agent name. string  
sourceAgentNickname The source agent nickname. string  
sourceAgentFullName The source agent full name. string  
reason Reason for transfer (back2Q, Agent, Skill, TakeOver) string  
contextData Contains context information about the transfer, including raw and structured metadata. container  
dialogId The ID of the dialog being transfered. string  

Interaction info

Name Description Type/Value
assignedAgentId ID of the agent participating in the current interaction. string
agentLoginName The agent's login name. string
agentNickname The agent's nickname. string
agentFullName The agent's full name. string
interactionTime Interaction start time. string
interactionTimeL Interaction start time (in long format). long
interactiveSequence Interaction's sequence within the conversation. int
dialogId The ID of the dialog having the interaction. string

Survey info

Name Description Type/Value Notes
surveyType Type of the survey. string Currently always "Resolution"
surveyStatus Status of the submission of the survey. string  
dialogId The ID of the dialog of the survey. string  
surveyData   List of the question and answers in the survey. container  

SurveyData info

Name Description Type/Value
question Survey question text. string
answer Survey answer text, string

Summary info

Name Description Type/Value
text Conversation's summary text. string
lastUpdatedTime Time the conversation's summary was last updated. long

Sdes info

Name Description Type/Value
events The SDEs that were received from the brand. Container (see Appendix)
serverTimeStamp Event time stamp. long – epoch time in milliseconds
sdeType Type of SDE. enum

Here you can find detailed information on the different attributes that are exposed for the engagement attributes via the API.

Response Time Info

Name Description Type/Value
latestEffectiveResponseDueTime Latest effective response due time for agent to respond (by when should an agent respond to a message before it is considered overdue). -1 indicates waiting for consumer long – epoch time in milliseconds
configuredResponseTime Conversation's configured response time. long – epoch time in milliseconds

Dialog info

Name Description Type/Value Notes
dialogId The ID of the dialog. string  
status Status of the dialog.         string    
dialogType   The dialog type.                               string Valid values: "POST_SURVEY", "MAIN".
dialogChannelType The dialog channel type.                    string  
startTime The dialog start time, readable format. string  
startTimeL The dialog start time, epoch time in milliseconds. long – epoch time in milliseconds  
endTime The dialog end time, readable format. string  
endTimeL The dialog end time, epoch time in milliseconds. long – epoch time in milliseconds  
closeReason The dialog close reason. string  
closeReasonDescription The dialog close reason description.  string  
skillId The skill ID associated with the dialog. string  
skillName The name of the skill associated with the dialog. string  

JSON Example

{
  "_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",
        "fullDialogStatus": "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
      },
      "monitoring": {
         "country": "United States",
         "countryCode": "US",
         "state": "Michigan",
         "city": "Michigan",
         "isp": "AT&T U-verse",
         "org": "AT&T U-verse",
         "device": "DESKTOP",
         "ipAddress": "192.000.12.240",
         "browser": "Chrome 66.0.3359.181",
         "operatingSystem": "WINDOWS",
         "conversationStartPage": "https://testPage",
         "conversationStartPageTitle": "LivePerson Page"
      },
      "messageRecords": [
        {
          "type": "TEXT_PLAIN",
          "messageData": {
            "msg": {
              "text": "Hi there #4"
            }
          },
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}