Notification
What is the Digital Notification API?
The Digital API can be used by developers to integrate digital solutions outside of Avaya Experience Platform™ like
Custom Chat Channels, Bots, CRMs, and much more!
Digital Webhook Callback Events
When creating a Webhook you will receive Callback Events that notify of actions happening within Avaya Experience
Platform™.
Digital Webhook Callback Event Types
When subscribing to your Webhook you may subscribe to one or more of the following event types:
| Event Subscription Type | Description | Event Type of Event in Callback |
|---|---|---|
ENGAGEMENT_CREATED | A new engagement was created | ENGAGEMENT_CREATED |
PARTICIPANT_ADDED | A participant was added to an engagement | PARTICIPANT_ADDED |
PARTICIPANT_DISCONNECTED | A participant was disconnected from an engagement | PARTICIPANT_DISCONNECTED |
MESSAGES | A message sent either by customer or a contact center resource (agent, supervisor, system or bot) | MESSAGES |
CUSTOMER_MESSAGES | A message sent by customer | MESSAGES |
CC_MESSAGES | A message sent by a contact center resource (agent, supervisor, system or bot) | MESSAGES |
TYPING | An indication that a Contact Center participant is typing. This event is only supported for Custom Messaging | TYPING |
ENGAGEMENT_ERROR | An error occurred in an engagement | ENGAGEMENT_ERROR |
ALL | An event belonging to any of the above types occurred | Any of the above |
Warning
When you subscribe to
ALL, you are effectively subscribing to all current event types, as well as any that might be introduced in the future. Therefore, it's crucial to ensure that your callback handler doesn't fail or return an error when receiving any new event type that you are not prepared to handle.
ENGAGEMENT_CREATED Event Callback Example
{
"eventType": "ENGAGEMENT_CREATED",
"correlationId": "zc38400d-c44f-4451-8316-e75c4efbt779",
"eventDate": "2018-11-13T20:25:39.734Z",
"engagementId": "8d7cf5b8-70ad-11eb-9439-0242ac130002",
"dialogId": "fc741b00-710b-11eb-9439-0242ac130002",
"accountId": "ABCDEF",
"conversation": "sell car",
"channelProviderId": "ChatConnector01",
"businessAccountName": "[email protected]",
"initiatorParticipantId": "[email protected]",
"sessionId": "10494b78-710c-11eb-9439-0242ac130002",
"customerIdentifiers": {
"emailAddresses": [
"[email protected]"
],
"phoneNumbers": [
"+91 20 4101 8003"
]
},
"engagementParameters": {
"model": "512GTB",
"interestedModel": "488GTB"
},
"providerDialogId": "616imlgwg266hjs670nl"
}
PARTICIPANT_ADDED Event Callback Example
{
"eventType": "PARTICIPANT_ADDED",
"correlationId": "zc38400d-c44f-4451-8316-e75c4efbt779",
"eventDate": "2018-11-13T20:25:39.734Z",
"engagementId": "8d7cf5b8-70ad-11eb-9439-0242ac130002",
"dialogId": "fc741b00-710b-11eb-9439-0242ac130002",
"accountId": "ABCDEF",
"channelId": "Chat",
"channelProviderId": "ChatConnector01",
"sessionId": "10494b78-710c-11eb-9439-0242ac130002",
"connectionId": "f3c8400d-c44f-4451-8316-e75c4efb8zz9",
"participantId": "e3c8400d-c44f-4451-8316-e75c4efb8cc7",
"displayName": "Andy Morgan",
"participantType": "AGENT",
"providerDialogId": "616imlgwg266hjs670nl",
"providerParticipantId": "hb8j2zv1jbyvpgic"
}
PARTICIPANT_DISCONNECTED Event Callback Example
{
"eventType": "PARTICIPANT_DISCONNECTED",
"correlationId": "zc38400d-c44f-4451-8316-e75c4efbt779",
"eventDate": "2018-11-13T20:25:39.734Z",
"engagementId": "8d7cf5b8-70ad-11eb-9439-0242ac130002",
"dialogId": "fc741b00-710b-11eb-9439-0242ac130002",
"accountId": "ABCDEF",
"channelId": "Chat",
"channelProviderId": "ChatConnector01",
"sessionId": "10494b78-710c-11eb-9439-0242ac130002",
"connectionId": "f3c8400d-c44f-4451-8316-e75c4efb8zz9",
"participantId": "e3c8400d-c44f-4451-8316-e75c4efb8cc7",
"displayName": "Andy Morgan",
"participantType": "AGENT",
"providerDialogId": "616imlgwg266hjs670nl",
"providerParticipantId": "hb8j2zv1jbyvpgic"
}
MESSAGE Event Callback Example
{
"eventType": "MESSAGES",
"correlationId": "zc38400d-c44f-4451-8316-e75c4efbt779",
"eventDate": "2018-11-13T20:25:39.734Z",
"messageId": "f314569c-710b-11eb-9439-0242ac130002",
"accountId": "ABCDEF",
"dialogId": "fc741b00-710b-11eb-9439-0242ac130002",
"engagementId": "8d7cf5b8-70ad-11eb-9439-0242ac130002",
"status": "SENT",
"sessionId": "10494b78-710c-11eb-9439-0242ac130002",
"businessAccountName": "[email protected]",
"channelProviderId": "ChatConnector01",
"channelId": "Chat",
"senderParticipantId": "277cacfe-710c-11eb-9439-0242ac130002",
"senderParticipantName": "Jane Doe",
"senderParticipantType": "AGENT",
"body": {
"elementType": "text",
"elementText": {
"text": "What is the make and model?",
"textFormat": "PLAINTEXT"
}
},
"customData": {
"sentiment": "Neutral"
},
"messageIndex": 4,
"recipientParticipants": [
{
"participantId": "[email protected]",
"connectionId": "1349bcb1-fbf4-457c-af26-376da7bedc3c",
"displayName": "John Doe",
"participantType": "CUSTOMER",
"providerParticipantId": "[email protected]",
"channelProviderId": "ChatConnector01"
}
],
"providerDialogId": "616imlgwg266hjs670nl",
"providerSenderId": "[email protected]",
"receivedAt": "2018-11-13T20:25:39.534Z",
"lastUpdatedAt": "2018-11-13T20:25:39.734Z"
}
TYPING Event Callback Example
{
"eventType": "TYPING",
"correlationId": "zc38400d-c44f-4451-8316-e75c4efbt779",
"eventDate": "2018-11-13T20:25:39.734Z",
"dialogId": "fc741b00-710b-11eb-9439-0242ac130002",
"engagementId": "8d7cf5b8-70ad-11eb-9439-0242ac130002",
"accountId": "ABCDEF",
"providerDialogId": "616imlgwg266hjs670nl",
"channelProviderId": "09a9cba2-f8bb-4b7f-8405-48f82290f30e",
"senderParticipantId": "277cacfe-710c-11eb-9439-0242ac130002",
"senderParticipantType": "AGENT",
"senderParticipantDisplayName": "Jane Doe",
"channelId": "Messaging",
"businessAccountName": "e94e278d-72e7-48cc-80fc-dba9f8dd1c36",
"sourceType": "custom-messaging:my-provider",
"sourceAddress": "https://my-provider.com/page-id",
"externalRecipientParticipants": [
{
"participantId": "[email protected]",
"providerParticipantId": "ad27a746b4c621a292c43f81"
}
]
}
ENGAGEMENT_ERROR Event Callback Example
{
"eventType": "ENGAGEMENT_ERROR",
"type": "ENGAGEMENT_CREATION_FAILED",
"title": "Error occurred while creating an engagement",
"detail": "Unable to create an engagement",
"engagementId": "8d7cf5b8-70ad-11eb-9439-0242ac130002",
"dialogId": "fc741b00-710b-11eb-9439-0242ac130002",
"sessionId": "10494b78-710c-11eb-9439-0242ac130002",
"providerDialogId": "616imlgwg266hjs670nl",
"channelProviderId": "ChatConnector01",
"accountId": "ABCDEF",
"channelId": "Chat",
"correlationId": "zc38400d-c44f-4451-8316-e75c4efbt779",
"eventDate": "2018-11-13T20:25:39.734Z"
}
Updated 22 days ago