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 The 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.
source Used to describe the originator of the call. The source name should be unique for every project or process within the organization String Required The source name should not exceed 20 characters. Please follow the format of ProjectName+AppName+UseCase. Example: LP_AgentUI_History
rollover when its true, return conversations from the rollover account boolean Optional Default is false. Example: For agent manager profile, the response will contain conversations from the rollover account.

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 contentToRetrieve parameter and specifying the types of content you would like to get i

Because this API retrieves some of the SDEs that are supported in Conversational Cloud 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 Conversational Cloud 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.

When calling the API without sending a contentToRetrieve parameter at all, the following default types will be returned:

Default types

campaign, messageRecords, agentParticipants, agentParticipantsLeave,
agentParticipantsActive, consumerParticipants, transfers, interactions,
messageScores, messageStatuses, conversationSurveys, coBrowseSessions, summary, SDEs.

Note

Every content type must be passed in contentToRetrieve parameter in order to be retrieved, including the default types. List of contentToRetrieve valid data types are found under contentToRetrieve in the following filters part.

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.
fullDialogEndTime {from,to} The end time of the conversation including survey closure 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", "OVERDUE"
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 Filters only when the provided agent Ids are the Assigned Agent of the conversation. To filter conversations when the provided agent Ids are not the Assigned Agent use userPermissions
userPermissions An array of roles that were part of the conversation Array <String> Optional Commonly used with agentIds. Possible values: ASSIGNED_AGENT, AGENT, AGENT_MANAGER, READER.
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 Conversation 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). For accounts that are using both the old CSAT method and the new PCS based CSAT, this field will return unified results.
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 Messages for Business, WhatsApp Business
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(includes customer ID data), 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 Agent’s 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 string Optional Valid values: campaign, messageRecords, agentParticipants, agentParticipantsLeave, agentParticipantsActive, consumerParticipants, transfers, interactions, messageScores, messageStatuses, conversationSurveys, coBrowseSessions, summary, sdes, unAuthSdes, monitoring, dialogs, responseTime, skillChanges, intents, uniqueIntents, latestAgentSurvey, previouslySubmittedAgentSurveys
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)
nps {from,to} Range of NPS 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 NPS (0 or 10 respectively)
questionBrick Match a specific word within a PCS question name or brick ID alphanumeric Optional  
invalidFreeTextAnswer Search only for conversations that contain invalid free text answer String Optional Valid values: INVALID_FREE_TEXT_ANSWER
surveyBotConversations Search only for conversations with PCS String Optional Valid values: SURVEY_BOT
surveyIds An array of PCS IDs, represented as numbers Array <surveyID> Optional  
fcr Values of FCR (First Call Resolution) assigned to the conversation. Array <String> Optional Possible values: yes, no, 1, 0
questionTypeAndFormatToRetrieve {type,format} Type and format of questions to retrieve String, String Optional Possible values: Type: custom, csat, nps, fcr. Format: single, open
answerText Specific words or phrases from PCS free text answers Array <String> Optional  
selectedIntentOnly When TRUE — only the selectedClassification section will appear and not the allClassifications boolean Optional Get only the selectedClassification section in each conversation. When using this parameter with “intentName” and/or “intentConfidenceScore” filter, the relevant information refers only to the intent that is found in the selectedClassification section
conversationsWithStepUpOnly Search only for conversations where a step up took place during the conversation boolean Optional Get only conversations that had a step up
agentSurveySearch {list of agent survey search criterias} Search conversations according to their agent surveys. alphanumeric Optional Valid values: all parameters are optional, with a logical AND operator between them. The different search criterias are: pendingAgentSurvey Array<Boolean>, questionId Array<String>, questionName Array<String>, questionKeywords Array<String>, answerKeywords Array<String>, surveyId Array<numeric>.
annotationStates Search for conversations that have an annotation with the specified state. Array <String> Optional Valid values: OPEN, SUBMITTED, VETTED
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", "intents", "latestAgentSurvey", "previouslySubmittedAgentSurveys"]}
latestUpdateTime {"start":{"from":1541578792011,"to":1541578895020},"status":["OPEN","CLOSE"],"latestUpdateTime":{"from":1541578792011}}
nps {"start":{"from":1470037448000,"to":1472543048000}, "nps":{"from":0,"to":7}}
questionBrick {"start":{"from":1470037448000,"to":1472543048000},"questionBrick":"Improvement suggestion"}
invalidFreeTextAnswer {"start": {"from": "1484830093231", "to": "1485447764498"}, "invalidFreeTextAnswer": "INVALID_FREE_TEXT_ANSWER"}
surveyBotConversations {"start": {"from": "1484830093231", "to": "1485447764498"}, "surveyBotConversations": "SURVEY_BOT"}
surveyIds {"start":{"from":1470037448000,"to":1472543048000},"surveyIds":["545511613","489785213","481777913"]}
fcr {"start":{"from":1470037448000,"to":1472543048000},"fcr":["yes","no"]}
questionTypeAndFormatToRetrieve {"start":{"from":1470037448000,"to":1472543048000}, "questionTypeAndFormatToRetrieve":{"type":"custom","format":"open}}
answerText {"start":{"from":1470037448000,"to":1472543048000},"answerText":["good","bad","ugly"]}
conversationsWithStepUpOnly {"start":{"from":1541578792011,"to":1541578895020},"contentToRetrieve":["messageRecords"],"conversationsWithStepUpOnly":true}
agentSurveySearch {"start":{"from":1470037448000,"to":1472543048000},"agentSurveySearch":{"pendingAgentSurvey":[true], "questionId":["id1","id2"], "questionName":["id1","id2"], "questionKeywords":["keyword1","keyword2"],"answerKeywords":["keyword1","keyword2"],"surveyId":[3592872510]}}
annotationStates {"start":{"from":1470037448000,"to":1472543048000},"annotationStates":["OPEN","SUBMITTED","VETTED"]}

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 makes 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

Response codes

Code Internal Code Description
200 – OK; Operation performed successfully
204 – No Content; Operation performed successfully
400 – Bad Request; Problem with body or query parameters
401 – Unauthorized (no permissions)
403 – Forbidden
429 – Too many requests
500 – Internal Server Error
500 0007 Elastic search exception
500 0008 Runtime exception
503 – Service unavailable

General characterizations

Field Types — Max number of digits possible

Field Type Size Max number of digits:— :— :—
Long 64 bit 19 digits    
Double 64 bit 16 digits    
Integer 32 bit 10 digits_Decimal fractions_    

The max length for double fields is 16 digits. For Decimal fractions, the max possible length to the right of the decimal is 11 digits, whereas the max length to the left of the decimal is 16 digits.

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
messageScores Contains information about the message’s score, including raw and MCS. container
skillChanges Contains information about the skill changes on the conversation (i.e. default skill/fallback skil). 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 Agent’s response time container
dialogs Contains information about the different dialogs for the current conversation container
intents Contains information about the intents that relate to the current conversation container
uniqueIntents Contains basic information about the unique intents that relate to 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 The end time is set to the end of the conversation and updated upon survey submission/timeout.
conversationEndTime The end time of the conversation regardless of the survey’s status. Human-readable timestamp long  
conversationEndTimeL Same as above in epoch time long  
fullDialogEndTime The close time of the conversation including survey submission long Survey can be submitted or timed-out
fullDialogEndTimeL Same as above in epoch time 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 Conversation 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 Default value is "-1"
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 LivePerson system string  
interactionContextId Session ID in LivePerson system string  
timeZone Visitor’s time zone string  
features The features that the connection is using list of strings For example: PHOTOSHARING, QUICKREPLIES, COAPP, AUTOMESSAGES, RICHCONTENT, SECUREFORMS.
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  
isPartial 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  
wasStepUp Indicates if the conversation had a step up Boolean  
pendingAgentSurvey Indicate if the conversation has a pending agent survey Boolean  
firstIntentName The id of the intent that was created based on the first intent-able message in the conversation string  
firstIntentLabel The label of the intent that was created based on first intent-able message in the conversation string  
truncated Indicates whether consumerId/conversationId is in black list and the response is truncated 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 behavioral targeting rule defined for the campaign’s engagement (in case engagement id is available). numeric  
visitorBehaviorName Name of the behavioral targeting rule defined for the campaign’s engagement (in case engagememt id is available) alphanumeric (50)  
engagementApplicationId Engagement’s application ID alphanumeric — UUID The engagement which triggered the conversation
engagementApplicationName Engagement’s application name. alphanumeric The engagement which triggered the conversation
engagementApplicationTypeId Engagement’s application type id alphanumeric The engagement which triggered the conversation
engagementApplicationTypeName Engagement’s application type name alphanumeric The engagement which triggered the conversation
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 behavioral targeting rule is the default one. Boolean  
profileSystemDefault Indicates whether behavioral targeting rule 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 Dialog ID. A conversation may contain multiple dialogs (main dialog, survey dialog, etc.), each dialog identified by its unique ID long The main dialog id is the conversation id
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"
integrationSource Conversation message’s origin. string Valid values: "SHARK", "SMS", "APP", "WhatsApp Business"
audience Who can receive the message (eg private message) string Valid values: "ALL", "AGENTS_AND_MANAGERS"
predefinedContentLanguage The language of the message string  
predefinedContentCategoryId The category id of the predefined content string  
predefinedContentId The id of the predefined content string  
predefinedContent Is the message generated by predefined content boolean Valid values: true, false
predefinedContentEdited Is the text of message edited after choosing a predefined content boolean Valid values: true, false
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
domainId DomainId from Conversation Builder NLU. string
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  
preview     Preview of the sent image (thumbnail). string Encoded in base64 format. Available only for specific conversation method (by conversation ID).
Name Description Type/Value Notes
externalFileLink Link to external file string  
fileType Type of the file. string Valid values: "JPG", "PNG", "GIF", "TXT", "PDF"
caption Description of the file string    
Message secure form
Name Description Type/Value Notes
formId The ID of the form. string Returns in case agent sends form invitation.
formName The name of the form string Returns in case agent sends form invitation.
submissionId The ID of the submission. string Returns in case agent sends form invitation.
invitationId The ID of the invitation. string  
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 Conversation 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, SUGGESTED_ASSIGNED_AGENT). 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 LivePerson 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, SuggestedAgentTimeout, Skill, TakeOver) string Note: The reason property gives you insight into why the conversation was transferred: back2Q — the agent transferred the conversation back to the queue; Agent — the conversation was transferred to a specific agent; SuggestedAgentTimeout — the conversation was transferred to a specific agent but they did not accept it in time and it was transferred back to the queue; Skill — the conversation was transferred to a skill; TakeOver — a manager has taken over the conversation.  
contextData Contains context information about the transfer, including raw and structured metadata. container  
dialogId The ID of the dialog being transferred. 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 CSAT or PostSurvey
surveyStatus Status of the submission of the survey. string  
dialogId The ID of the dialog of the survey string  
surveyId The ID of the survey. string  
surveyData   List of the question and answers in the survey container  
SurveyData info
Name Description Type/Value Notes
questionName Survey question name defined in Provider Survey string  
question Survey question text string  
answer Survey answer text. string  
questionId Survey question ID string  
answerId Survey answer ID, string The answer ID from the survey definition, or “InvalidAnswer”, if the answer was invalid
questionType Survey question type string  
questionFormat Survey question format string  
answerSeq Survey answer sequence string  
isValidAnswer If the answer is valid or not boolean  
Summary info
Name Description Type/Value
text Conversation’s summary text, written by the Agent string
lastUpdatedTime Time the conversation’s summary was last updated long
SDEs info
Name Description Type/Value Notes
events The SDEs that were received from the brand Container (see Appendix)  
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.
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, -2 indicates response time is irrelevant. long — epoch time in milliseconds
configuredResponseTime Conversation’s configured agent 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 Default value is "-1"
skillName The name of the skill associated with the dialog. string  
Intents info
Name Description Type/Value
selectedClassification The selected intent classification for a specific message IntentAnalyzerClassification
allClassifications All intent classification results for the same message Array <IntentAnalyzerClassification>
messageId The id of the message that triggered this intent string
IntentAnalyzerClassification DTO
Name Description Type/Value
intentName The id of the intent string
intentLabel A Friendly label of the intent string
confidenceScore Intent confidence score double — up to 3 decimal digits
versions Model versions used to generate this intent Array <IntentAnalyzerVersionDTO>
IntentAnalyzerVersion DTO
Name Description Type/Value
modelName The name of the model string
modelVersion The version of the model stringJSON Example
BasicUniqueIntents info
Name Description Type/Value
intentName The id of the intent string
intentLabel A Friendly label of the intent string
Latest agent survey
Name Description Type/Value Notes
surveyStatus Status of the survey string Valid values: "OPEN", "SUBMITTED", "DISMISSED", "CLOSED".
statusReason Status Reason.         string   Valid values: "skillChanged", "timeout", "OPEN", "SUBMITTED", "DISMISSED".
dialogId   The ID of the dialog.                       string  
surveyId The runtime survey ID.                   string  
acSurveyId The AC form ID string  
acSurveyName The AC form name string  
acSurveyRevision The AC form revision string  
surveySkillId The skill ID of the skill associated with the survey. long  
surveySkillName The skill name string  
assignedAgentId The ID of the agent assigned to the survey.  string  
assignedAgentNickName The nick name of the agent assigned to the survey. string  
assignedAgentName The name of the agent assigned to the survey. string  
performedByAgentId The ID of the agent that performed the operation. string  
performedByAgentNickName The nick name of the performing agent string  
performedByAgentName The name of the performing agent string  
lastUpdateTime The AC form revision long — epoch time in milliseconds  
submittedAnswers Agent survey questions container  
Previously submitted agent surveys
Name Description Type/Value Notes
surveyStatus Status of the survey string Valid values: "OPEN", "SUBMITTED", "DISMISSED", "CLOSED".
statusReason Status Reason.         string   Valid values: "skillChanged", "timeout", "OPEN", "SUBMITTED", "DISMISSED".
dialogId   The ID of the dialog.                       string  
surveyId The runtime survey ID.                   string  
acSurveyId The AC form ID string  
acSurveyName The AC form name string  
acSurveyRevision The AC form revision string  
surveySkillId The skill ID of the skill associated with the survey. long  
surveySkillName The skill name string  
assignedAgentId The ID of the agent assigned to the survey.  string  
assignedAgentNickName The nick name of the agent assigned to the survey. string  
assignedAgentName The name of the agent assigned to the survey. string  
performedByAgentId The ID of the agent that performed the operation. string  
performedByAgentNickName The nick name of the performing agent string  
performedByAgentName The name of the performing agent string  
lastUpdateTime The AC form revision long — epoch time in milliseconds  
submittedAnswers Agent survey questions container  
Agent survey question
Name Description Type/Value
questionText Survey question text string
questionId Survey question ID string
questionDefinition Survey question definition string
questionCategory Survey question category string
answers Agent survey answers container
Agent survey answer
Name Description Type/Value
answer Survey answer text string
answerId Survey answer ID string 
{
  "_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": "2016-08-29 19:58:24.565+0000",
    "endTimeL": 1472500733000,
    "conversationEndTime": "2016-08-29 18:58:24.565+0000",
    "conversationEndTimeL": 1472497133000,
    "fullDialogEndTime": "2016-08-29 19:58:24.565+0000",
    "fullDialogEndTimeL": 1472500733000,
    "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,
    "pendingAgentSurvey": 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"
      }
      },
      "messageId": "ms::conv:e5c58e49-e4a5-40a8-8a18-d6580d1d5630::msg:0",
      "seq": 0,
      "dialogId": "e5c58e49-e4a5-40a8-8a18-d6580d1d5630",
      "participantId": "f92c9890-2c95-428b-8a32-083528620d31",
      "source": "APP",
      "time": "2016-08-29 15:14:19.564+0000",
      "timeL": 1472483659564,
      "device": "undefined",
      "audience": "ALL",
      "sentBy": "Consumer"
    },
    {
      "type": "TEXT_PLAIN",
      "messageData": {
      "msg": {
        "text": "Hi there, dear consumer!"
      },
      "quickReplies": {
        "content": "{\"type\":\"quickReplies\",\"itemsPerRow\":8,\"replies\":[{\"type\":\"button\",\"tooltip\":\"Hello\",\"title\":\"Hello\",\"click\":{\"actions\":[{\"type\":\"publishText\",\"text\":\"Hello\"}]}},{\"type\":\"button\",\"tooltip\":\"Howdy\",\"title\":\"Howdy\",\"click\":{\"actions\":[{\"type\":\"publishText\",\"text\":\"Howdy\"}]}}]}"
      }
      },
      "messageId": "ms::conv:e5c58e49-e4a5-4038-8b18-d6580d1d5630::msg:0",
      "seq": 1,
      "dialogId": "e5c58e49-e4a5-40a8-8a18-d6580d1d5630",
      "participantId": "3677470410",
      "source": "APP",
      "time": "2016-08-29 15:14:20.569+0000",
      "timeL": 1472483659564,
      "device": "undefined",
      "audience": "ALL",
      "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": "e5c58e49-e4a5-40a8-8a18-d6580d1d5630",
      "participantId": "f92c9890-2c95-428b-8a32-083528620d31",
      "source": "APP",
      "time": "2016-08-29 15:15:42.568+0000",
      "timeL": 1472483742568,
      "device": "undefined",
      "audience": "ALL",
      "sentBy": "Consumer"
    },
    {
      "type": "RICH_CONTENT",
      "messageData": {
      "quickReplies": {
        "content": "{\"type\":\"quickReplies\",\"itemsPerRow\":8,\"replies\":[{\"type\":\"button\",\"tooltip\":\"Yes\",\"title\":\"Yes\",\"click\":{\"actions\":[{\"type\":\"publishText\",\"text\":\"Yes\"}]}},{\"type\":\"button\",\"tooltip\":\"No\",\"title\":\"No\",\"click\":{\"actions\":[{\"type\":\"publishText\",\"text\":\"No\"}]}}]}"
      },
      "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": "e5c58e49-e4a5-40a8-8a18-d6580d1d5630",
      "participantId": "2198186612",
      "source": "APP",
      "time": "2017-10-24 10:24:52.962+0000",
      "timeL": 1508840692962,
      "device": "undefined",
      "audience": "ALL",
      "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",
      "dialogId": "cd5926e0-5b57-4c82-85c5-9c95f88263a1",
      "contextData": {
      "rawMetadata": "[{\"type\":\"BotResponse\",\"intents\":[{\"id\":\"some intent  identifier\",\"confidence\":\"MEDIUM\",\"confidenceScore\":0.753}],\"externalConversationId\":\"conversationidentifier\",\"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"
        }
        }
      ]
      }
    }
    ],
    "consumerParticipants": [
    {
      "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",
      "dialogId": "cd5926e0-5b57-4c82-85c5-9c95f88263a1"
    }
    ],
    "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",
      "dialogId": "cd5926e0-5b57-4c82-85c5-9c95f88263a1"
    },
    {
      "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",
      "dialogId": "cd5926e0-5b57-4c82-85c5-9c95f88263a1"
    }
    ],
    "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,
      "dialogId": "cd5926e0-5b57-4c82-85c5-9c95f88263a1"
    }
    ],
    "dialogs": [
    {
      "dialogId": "cd5926e0-5b57-4c82-85c5-9c95f88263a1",
      "status": "OPEN",
      "dialogType": "MAIN",
      "dialogChannelType": "MESSAGING",
      "startTime": "2017-09-25 07:55:58.000+0000",
      "startTimeL": 1506326158000,
      "endTime": "2017-09-25 07:56:53.422+0000",
      "endTimeL": 1506326213422,
      "closeReason": "AGENT",
      "closeReasonDescription": "MANUAL_CLOSE",
      "skillId": 1234,
      "skillName": "skill3"
    }
    ],
    "messageScores": [
    {
      "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",
      "dialogId": "cd5926e0-5b57-4c82-85c5-9c95f88263a1"
    },
    {
      "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",
      "dialogId": "cd5926e0-5b57-4c82-85c5-9c95f88263a1"
    },
    {
      "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",
      "dialogId": "cd5926e0-5b57-4c82-85c5-9c95f88263a1"
    }
    ],
    "conversationSurveys": [
    {
      "surveyType": "Satisfaction",
      "surveyStatus": "FILLED",
      "dialogId": "cd5926e0-5b57-4c82-85c5-9c95f88263a1",
      "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",
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