Detailed Description

Supported values of some Common Query Parameters that appear in Conversation Resource APIs

Summary attributes of Conversation Resource

Conversation Resource always returns <conversation> representation that contains one <activity> representation.

Conversation summary

Name	Description	Schema/type
id	ID of the conversation.	String
activity	Activity associated with conversation.	Activity Schema

Specific attributes

Activity attributes

Name	Description	Schema/type
id	ID of the activity.	Long
created	Activity creation details (user and date)	v19-schema-common-Created
subject	Activity subject	String
customer	The customer associated with this activity	Customer Schema
payload	This has information about the payload of the activity. This contains the channel specific information for this activity. Possible payloads is chat. This will have only one of hte payloads.	Payload Schema

Chat payload attributes

Name	Description	Schema/type
entryPoint	Information about the entry point used in chat.	Entry Point Schema
clientInfo	Information about the customer machine used in chat.	ClientInfo Schema
messages	Messages sent by advisor and customer. It contains one or more <message> representation.	Messages Schema

ClientInfo attributes

Name	Description	Schema/type
referrerUrl	This has the URL of the referrer.	String
isRichTextSupported	This indicates whether client supports rich text.	Boolean
timeOffset	Time off	String

Message attributes

Name	Description	Schema/type
id	ID of the message.	Long
type.value	Type of message. Possible values are below: text - Message from the end user or advisor or system. enableOffRecordMessages - End user has enabled "offRecord" messages. When this is enabled, the messages sent by the end user will not be masked by the application. Such messages will not be persisted. disableOffRecordMessages - End user has disabled "offRecord" messages. When this is disabled, the messages sent by the end user will be masked by the application, based on the configured masking rules. acceptAttachment - End user or advisor accepted the attachment. rejectAttachment - End user or advisor rejected the attachment. uploadAttachment - End user or advisor uploaded an attachment. assigned - Advisor assigned to the conversation complete - Advisor ended the conversation while end user was still in session. pagePush - Advisor sent a link to end user. transfer - Advisor transferred the conversation to another adviser/queue	String
content	Content of the message.	String
sender.type	Type of the sender of the message. Possible values are as below: user: if sender is user. system: if sender is system. customer: if sender is customer.	String
sender.user	Details of user who sent the message. This is applicable only if sender.type is 'user'. This attribute will be sent only if sender.type is 'user'.	String
sender.customer	Details of customer who sent the message. This is applicable only if sender.type is 'customer'. This attribute will be sent only if sender.type is 'customer'.	String
timeStamp	Time when message was sent by agent.	Created Schema
attachments	Details of attachments uploaded / accepted / rejected by advisor or end user. It contains one or more <attachment> representation.	Attachments Schema

Attachment attributes

Name	Description	Schema/type
id	ID of the attachment.	String
fileName	File name of the attachment.	String
size	Attachment size in bytes.	Long
contentType	Mime-type of the attachment.	String
contentUrl	Url of the content.	String

Message type specific attributes

Message type	Attribute name	Description	Always provided
text	content	Content of the message	Yes
	attachments	Attachments associated with text message. This attribute will be sent only when text message contains attachments. e.g KB article with attachments. Please refer "Attachment specific attributes" section for attachment details. Below are the supported attributes. All of them will be sent for each attachment: attachment.id attachment.fileName attachment.size attachment.contentType attachment.messageText	No
enableOffRecordMessages	content	System message text information about the enable off record message by the end user.	Yes
disableOffRecordMessages	content	System message text information about the disable off record message by the end user.	Yes
assigned	user.name	Name of the agent to whom the activity is assigned.	Yes
	user.screenName	Screen name of the agent to whom the activity is assigned.	Yes
	content	System message text information about the activity assignment to the advisor.	Yes
pagePush	url	URL to a page which agent wants to share with customer.	Yes
	content	System message text information about the page push by the advisor.	Yes
transfer	transfer.type	Type of transfer. Allowed values are as below: queue: if transferred to queue. agent: if transferred to advisor.	Yes
	transfer.user	The advisor to whom activity is transferred. The below attribute will be sent: name: Name of the advisor	Yes, only if transfer.type is 'user'
	transfer.queue	The queue to whom activity is transferred. The below attributes will be sent: name: Name of the queue channels.chat.attachmentSettings.isEnabledForCustomer: Indicates whether attachment is allowed or not. This is applicable for uploading and downloading attachments. Allowed values are as below: true: attachments are allowed. false: attachments are not allowed.	Yes, only if transfer.type is 'queue'
	content	System message text information about the activity transfer.	Yes
uploadAttachment	attachments	Attachment uploaded by an advisor or end user.Please refer "Attachment attributes" section for attachment details.Below are the supported attributes. All of them will be sent: attachment.id attachment.fileName attachment.size attachment.contentType Please note attachment.id is not sent if attachment was rejected.	Yes
	content	System message text information about upload attachment.	Yes
acceptAttachment	attachments	Attachment accepted by an advisor or end user. Please refer "Attachment attributes" section for attachment details. Below are the supported attributes. All of them will be sent: attachment.id attachment.fileName attachment.size attachment.contentType	Yes
	content	System message text information about accept attachment.	Yes
rejectAttachment	content	System message text information about reject attachment.	Yes
complete	content	System message text information that the chat activity has been completed.	Yes