Chat Callback Details
This article provides details on the configuration of WhatsApp and Webchat URLs as part of a campaign creation. These serve the purpose of automatically presenting agents with relevant information when they receive chat interactions.
Configuration Details
The following parameters are passed in the Whatsapp and Webchat callback URLs.
| Parameter | Description | Return Type | Size |
|---|---|---|---|
| monitorUCID | Unique caller ID used for monitoring chat details | BigInt | 20 |
| UUI | User to User chat information | String | 500 |
| CamapignName | Name of the campaign through which the chat is routed | String | 255 |
| CallerId | Customer Phone number | String | 255 |
| Skill | Skill through which the chat is routed | String | 255 |
| StartTime | Time at which the chat has started | Date Time | YYYY-MM-DD HH:MM:SS |
| EndTime | Time at which the chat has ended | Date Time | YYYY-MM-DD HH:MM:SS |
| Node | Flow of a particular chat interaction | ||
| Duration | Duration of a particular call | time | HH:MM:SS |
| AgentUniqueID | Unique Number assigned to the agent at the time of creation | BigInt | 20 |
| AgentName | Name of the agent | String | 255 |
| AgentID | Agent Login ID | String | 255 |
| Transcript | Message to be sent in the chat | String | |
| Disposition | Disposition set by agent in ACW(after call work) mode | String | 100 |
| EndBy | Chat ended from customer or agent end | String | 100 |
| CustomerName | Name of the customer | String | 255 |
| CustomerMail | Mail id of the customer | String | 255 |
| DID | DID is a predefined number in camp through which Agent chats route. | String | 30 |
Example for WhatsApp and WebChat Data URL
{
'monitorUCID': 'XXXXXXXXXXXXX',
'UUI': 'Sticky-RiyaA',
'CampaignName': 'whatsapp_chat',
'CallerID': '+XX30XXXXX28XX09',
'Skill': 'whatsapp',
'StartTime': '2023-07-25 08:27:57',
'EndTime': '2023-07-25 08:29:44',
'Node': 'NEXT_FREE_AGENT -> NEXT_FREE_AGENT -> AGENT -> AGENT',
'Duration': '00:01:47',
'AgentUniqueID': '38182',
'AgentName': 'RXXXXXA',
'AgentID': 'RXXXXXA',
'Transcript': '[{"agent":"false","ts":"1690253877698","msg":"Hi RiyaA . Grateful if you could reply to my message above. Thank you.","type":"Text"},{"agent":"true","ts":"1690253961578","msg":"Dear guest, transferring\n your message to the support team.","type":"text","agentId":"RiyaA"}]',
'Disposition': 'Support',
'EndBy': 'Agent',
'Comments': '',
'Apikey': 'KKXXXXXXX10XXXXXf',
'CustomerName': '',
'CustomerMail': '',
'UserName': 'XXXXXXXX',
'DID': 'XXXXXXXXXX'
}
Updated about 1 year ago