Live Chat / In-App Messages

You can configure Outbound Webhooks to receive a copy of delivery status notifications for Live Chat/In-App Messaging channel and for a copy of incoming messages/events by navigating to 'Assets -> Integrations -> Outbound Webhooks' sections in the platform.

Outbound Webhook configuration for tracking Live Chat/In-App message delivery status.

If you want to track message delivery status, select the Webex Connect Service you are sending the Live Chat/In-App Messages from under 'Entity' dropdown.

{
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "timeStamp": "2024-02-12T06:38:46.939+01:00",
            "Description": "Submitted",
            "code": "7501",
            "deliveryChannel": "rt",
            "additionalInfo": "",
            "destination": "97XX90",
            "destinationType": "customerid",
            "deliveryStatus": "Submitted"
        },
        "subtid": "b8a3050d-xxxx-4ccf-9a99-853ac8386ccb",
        "transid": "2054f89f-yyyy-40d5-b08f-2ae89e45a94f",
        "callbackData": "",
        "correlationid": ""
    }
}
{
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "timeStamp": "2024-02-12T06:38:48.519+01:00",
            "Description": "Delivered",
            "code": "7500",
            "deliveryChannel": "rt",
            "additionalInfo": "",
            "destination": "97XX90",
            "destinationType": "customerid",
            "deliveryStatus": "Delivered"
        },
        "subtid": "b8a3050d-xxxx-4ccf-9a99-853ac8386ccb",
        "transid": "2054f89f-yyyy-40d5-b08f-2ae89e45a94f",
        "callbackData": "",
        "correlationid": ""
    }
}
{
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "timeStamp": "2024-02-12T06:38:49.101+01:00",
            "Description": "Read",
            "code": "7502",
            "deliveryChannel": "rt",
            "additionalInfo": "",
            "destination": "97XX90",
            "destinationType": "customerid",
            "deliveryStatus": "Read"
        },
        "subtid": "b8a3050d-xxxx-4ccf-9a99-853ac8386ccb",
        "transid": "2054f89f-yyyy-40d5-b08f-2ae89e45a94f",
        "callbackData": "",
        "correlationid": ""
    }
}
{
  "deliveryInfoNotification": {
    "deliveryInfo": {
      "timeStamp": "2024-02-14T18:53:12.196+05:30",
      "pushId": "",
      "Description": "Invalid thread id",
      "code": "7312",
      "deliveryChannel": "rt",
      "destination": "97XX90",
      "destinationType": "userid",
      "deviceid": "",
      "deliveryStatus": "Failed"
    },
    "subtid": "b8a3050d-xxxx-4ccf-9a99-853ac8386ccb",
    "transid": "2054f89f-yyyy-40d5-b08f-2ae89e45a94f",
    "callbackData": "",
    "correlationid": ""
  }
}
{
  "deliveryInfoNotification": {
    "deliveryInfo": {
      "timeStamp": "2024-02-14T23:01:08.741+05:30",
      "Description": "Clicked",
      "code": "7528",
      "subtid": "b8a3050d-xxxx-4ccf-9a99-853ac8386ccb",
      "deliveryChannel": "rt",
      "transid": "2054f89f-yyyy-40d5-b08f-2ae89e45a94f",
      "callbackData": "",
      "destination": "97XX90",
      "interactiveData": {
        "identifier": "1",
        "type": "webUrl",
        "title": "View Item",
        "url": ""
      },
      "destinationType": "userid",
      "correlationid": "",
      "deliveryStatus": "Clicked"
    }
  }
}
{
    
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "deliveryChannel": "appmessaging",
            "Description": "Read",
            "destinationType": "customerid",
            "timeStamp": "2016-07-22T11:22:50.065",
            "code": "7502",
            "deliveryStatus": "Read",
            "deviceid": "355004057394234",
            "destination": "9876",
            "interaction": {
               "Button_Pressed": "SUBSCRIBE",
               "MessageRef": "123252445"
            }
        },
        "correlationid": "0322-4874-96e8-560292c115cb-3f8e656c",
        "callbackData": "return callbackdata",
        "transid": "3f8e656c-0322-4874-96e8-560292c115cb"
    }
}
Field NameDescription
timeStampTimestamp of the event
DescriptionDetailed description of the delivery status
codeMessage delivery status code
deliveryChannelThis is “rt” in case of Live Chat and In-App Messaging delivery receipts
additionalInfoAdditional contextual information
destinationThis contains the destination value. E.g., userid of the recipient the message was sent to.
destinationTypeDescribes the destination type used for sending the message. E.g., userid.
deliveryStatusMessage delivery status
subtidTransaction id of the node used for sending the message. Applies to messages sent using channel specific nodes in a flow. This value isn't populated for Messaging API transactions.
transidUnique transaction reference id of the request
callbackDataData that you have configured to receive on the notify URL. This is configured as a part of the request
correlationidThe CorrelationID is a unique identifier that you can attach to every request as a reference a particular transaction or event. This is configured as a part of the request

Outbound Webhook configuration for tracking incoming Live Chat/In-App Messages or Events

If you want to track incoming messages and events on Live Chat and In-App channels, select the app asset you are sending and receiving the Live Chat/In-App Messages from under 'Entity' dropdown.

{
    "userId": "97XX90",
    "channel": "Rtm",
    "appId": "MU20XX1001",
    "event": "MO",
    "message": "Hi there",
    "ts": "2024-02-12T07:06:40.948+01:00",
    "tid": "2054f89f-yyyy-40d5-b08f-2ae89e45a94f",
    "attachments": "",
    "replyTo": "",
    "pciInfo": "{\"droppedAttachmentCount\":0,\"isPCICompliance\":true,\"isPCIValidationDone\":true,\"isAttachmentEnabled\":true,\"nonPCIComplianceReason\":{}}", //Applicable only for Webex CC and CCE integrated Webex Connect tenants
    "malwareinfo": "{\"isMalwareValidationDone\":\"NA\",\"droppedAttachmentCount\":\"NA\",\"isMalwareCompliance\":\"NA\",\"malwareFailedReason\":\"NA\"}", //Applicable only for Webex CC and CCE integrated Webex Connect tenants
    "securityscaninfo": "{\"droppedAttachmentCount\":0,\"isSecurityCompliance\":true,\"securityFailedReason\":{},\"isSecurityValidationDone\":true}" //Applicable only for Webex CC and CCE integrated Webex Connect tenants
}
{
  "userId": "97XX90",
  "channel": "Rtm",
  "appId": "MU20XX1001",
  "event": "OnProfileCreate",
  "ts": "2024-02-13T17:32:18.186+05:30",
  "tid": "2054f89f-yyyy-40d5-b08f-2ae89e45a94f"
}
{
  "userId": "",
  "channel": "Rtm",
  "appId": "MU20XX1001",
  "event": "OnProfileUpdate",
  "ts": "2024-02-15T15:32:28.288+05:30",
  "tid": "2054f89f-yyyy-40d5-b08f-2ae89e45a94f"
}
{
    "relatedTid": "R4b07b11e-2c4b-4e25-b435-be5be8bc69e0",
    "userId": "97XX90",
    "channel": "Rtm",
    "appId": "MU20XX1001",
    "event": "OnFormResponse",
    "message": "",
    "ts": "2024-02-12T06:57:06.747+01:00",
    "tid": "2054f89f-yyyy-40d5-b08f-2ae89e45a94f",
    "attachments": "[{\"templateType\":\"form\",\"payload\":{\"fields\":[{\"name\":\"Name\",\"description\":\"enter name\",\"label\":\"Name\",\"type\":\"text\",\"value\":\"Naga\",\"mandatory\":false},{\"name\":\"Email\",\"description\":\"email\",\"label\":\"Email\",\"type\":\"email\",\"value\":\"[email protected]\",\"mandatory\":false},{\"name\":\"Gender\",\"label\":\"Gender\",\"type\":\"dropdown\",\"value\":\"Male\",\"mandatory\":false}],\"title\":\"Student Form\"},\"templateId\":\"0W1XPWN2ND\",\"contentType\":\"template\"}]",
    "replyTo": "",
    "pciInfo": "{\"droppedAttachmentCount\":0,\"isPCICompliance\":true,\"isPCIValidationDone\":true,\"isAttachmentEnabled\":true,\"nonPCIComplianceReason\":{}}", //Applicable only for Webex CC and CCE integrated Webex Connect tenants
    "malwareinfo": "{\"isMalwareValidationDone\":\"NA\",\"droppedAttachmentCount\":\"NA\",\"isMalwareCompliance\":\"NA\",\"malwareFailedReason\":\"NA\"}", //Applicable only for Webex CC and CCE integrated Webex Connect tenants
    "securityscaninfo": "{\"droppedAttachmentCount\":0,\"isSecurityCompliance\":true,\"securityFailedReason\":{},\"isSecurityValidationDone\":true}" //Applicable only for Webex CC and CCE integrated Webex Connect tenants

}
{
  "userId": "97XX90",
  "channel": "Rtm",
  "appId": "MU20XX1001",
  "event": "OnPostback",
  "message": "Yes",
  "ts": "2024-02-13T18:55:12.126+05:30",
  "tid": "2054f89f-yyyy-40d5-b08f-2ae89e45a94f",
  "attachments": "",
  "replyTo": "",
  "interactiveData": "{\"reference\":\"Test\",\"identifier\":\"1234567890987654\",\"type\":\"quickReplyPostback\",\"title\":\"Yes\"}",
  "pciInfo": "{\"droppedAttachmentCount\":0,\"isPCICompliance\":true,\"isPCIValidationDone\":true,\"isAttachmentEnabled\":true,\"nonPCIComplianceReason\":{}}", //Applicable only for Webex CC and CCE integrated Webex Connect tenants
  "malwareinfo": "{\"isMalwareValidationDone\":\"NA\",\"droppedAttachmentCount\":\"NA\",\"isMalwareCompliance\":\"NA\",\"malwareFailedReason\":\"NA\"}", //Applicable only for Webex CC and CCE integrated Webex Connect tenants
  "securityscaninfo": "{\"droppedAttachmentCount\":0,\"isSecurityCompliance\":true,\"securityFailedReason\":{},\"isSecurityValidationDone\":true}" //Applicable only for Webex CC and CCE integrated Webex Connect tenants

}
{
  "userId": "97XX90",
  "channel": "Rtm",
  "appId": "MU20XX1001",
  "event": "OnPostback",
  "message": "Buy Now",
  "ts": "2024-02-13T18:56:59.797+05:30",
  "tid": "2054f89f-yyyy-40d5-b08f-2ae89e45a94f",
  "attachments": "",
  "replyTo": "",
  "interactiveData": "{\"reference\":\"Test\",\"identifier\":\"1234567890\",\"type\":\"templatePostback\",\"title\":\"Buy Now\"}",
  "pciInfo": "{\"droppedAttachmentCount\":0,\"isPCICompliance\":true,\"isPCIValidationDone\":true,\"isAttachmentEnabled\":true,\"nonPCIComplianceReason\":{}}", //Applicable only for Webex CC and CCE integrated Webex Connect tenants
  "malwareinfo": "{\"isMalwareValidationDone\":\"NA\",\"droppedAttachmentCount\":\"NA\",\"isMalwareCompliance\":\"NA\",\"malwareFailedReason\":\"NA\"}", //Applicable only for Webex CC and CCE integrated Webex Connect tenants
  "securityscaninfo": "{\"droppedAttachmentCount\":0,\"isSecurityCompliance\":true,\"securityFailedReason\":{},\"isSecurityValidationDone\":true}" //Applicable only for Webex CC and CCE integrated Webex Connect tenants

}
Field NameDescription
userIdUser ID of the sender of the incoming message
channelThis is “Rtm” in case of Live Chat and In-App Messaging incoming messages.
appIdApp ID of the mobile/web asset configured in Webex Connect
eventType of the event. E.g., MO for incoming message, and OnProfileCreate for profile creation.
messageContent of the incoming message or response to an interactive outbound message such as quick reply messages
tsTimestamp
tidUnique transaction id
attachmentsDetails of the attachments received
pciInfoCaptures the details of the PCI compliance checks applied to the incoming message and attachments. This is available only for Webex CC and CCE integrated Webex Connect tenants.
malwareinfoCaptures the details of the Malware checks applied to the incoming message and attachments. This is available only for Webex CC and CCE integrated Webex Connect tenants.
securityscaninfoCaptures the details of the Security Scans applied to the incoming message and attachments. This is available only for Webex CC and CCE integrated Webex Connect tenants.