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 Name | Description |
|---|---|
| timeStamp | Timestamp of the event |
| Description | Detailed description of the delivery status |
| code | Message delivery status code |
| deliveryChannel | This is “rt” in case of Live Chat and In-App Messaging delivery receipts |
| additionalInfo | Additional contextual information |
| destination | This contains the destination value. E.g., userid of the recipient the message was sent to. |
| destinationType | Describes the destination type used for sending the message. E.g., userid. |
| deliveryStatus | Message delivery status |
| subtid | Transaction 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. |
| transid | Unique transaction reference id of the request |
| callbackData | Data that you have configured to receive on the notify URL. This is configured as a part of the request |
| correlationid | The 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": "4657",
"channel": "Rtm",
"appId": "SD12xxxx50",
"event": "MO",
"message": "motext",
"ts": "2024-09-xxxx:36:55.099+05:30",
"tid": "74f09963-xxxx-4be5-bdc6-b3c952f5d081",
"attachments": "",
"replyTo": "",
"clientId": "SD12xxxx50/xxxx/V2_00c82xxxx6b32aa9",
"thread_id": "4b092634-a8eb-xxxx-996b-29ebaded4970",
"thread_title": "Electronics",
"thread": "{\"updated_on\":\"2024-09-1xxxxx:06:51.213Z\",\"created_on\":\"2024-09-1xxxxx:06:51.213Z\",\"extras\":{\"icFirstName\":\"John\",\"icLastName\":\"Doe\"},\"id\":\"4b092634-a8eb-xxxx-996b-29ebaded4970\",\"title\":\"Electronics\",\"type\":\"Conversation\",\"category\":\"Electronics\",\"unread_msg_count\":0,\"status\":\"Active\"}",
"extras": "",
"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\":\"12345xxxxx987654\",\"type\":\"quickReplyPostback\",\"title\":\"Yes\"}",
"clientId": "SD12xxxx50/xxxx/V2_00c82xxxx6b32aa9",
"thread_id": "4b092634-a8eb-xxxx-996b-29ebaded4970",
"thread_title": "Electronics",
"thread": "{\"updated_on\":\"2024-09-1xxxxx:06:51.213Z\",\"created_on\":\"2024-09-1xxxxx:06:51.213Z\",\"extras\":{\"icFirstName\":\"John\",\"icLastName\":\"Doe\"},\"id\":\"4b092634-a8eb-xxxx-996b-29ebaded4970\",\"title\":\"Electronics\",\"type\":\"Conversation\",\"category\":\"Electronics\",\"unread_msg_count\":0,\"status\":\"Active\"}",
"extras": "{\"customtags\":{\"key1\":\"value1\",\"key2\":\"value2\"}}",
"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\"}",
"clientId": "SD12xxxx50/xxxx/V2_00c82xxxx6b32aa9",
"thread_id": "4b092634-a8eb-xxxx-996b-29ebaded4970",
"thread_title": "Electronics",
"thread": "{\"updated_on\":\"2024-09-1xxxxx:06:51.213Z\",\"created_on\":\"2024-09-1xxxxx:06:51.213Z\",\"extras\":{\"icFirstName\":\"John\",\"icLastName\":\"Doe\"},\"id\":\"4b092634-a8eb-xxxx-996b-29ebaded4970\",\"title\":\"Electronics\",\"type\":\"Conversation\",\"category\":\"Electronics\",\"unread_msg_count\":0,\"status\":\"Active\"}",
"extras": "{\"customtags\":{\"key1\":\"value1\",\"key2\":\"value2\"}}",
"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 Name | Description |
|---|---|
| userId | User ID of the sender of the incoming message |
| channel | This is “Rtm” in case of Live Chat and In-App Messaging incoming messages. |
| appId | App ID of the mobile/web asset configured in Webex Connect |
| event | Type of the event. E.g., MO for incoming message, and OnProfileCreate for profile creation. |
| message | Content of the incoming message or response to an interactive outbound message such as quick reply messages |
| ts | Timestamp |
| tid | Unique transaction id |
| attachments | Details of the attachments received |
| client_id | The unique identifier of the client |
| thread_id | The unique identifier created when creating a thread for a given app ID. It is a mandatory parameter to send messages to user(s). |
| thread_title | Specifies the title of the thread |
| thread | All relevant details pertaining to the thread creation. |
| extras | You can send additional information along with the message, such as some user-specific property, or any custom parameter that is required to display the message in a certain manner within the app. This information can be sent in the form of extra parameters. |
| pciInfo | Captures 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. |
| malwareinfo | Captures 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. |
| securityscaninfo | Captures 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. |