Avaya Experience Platform™
Developer Guides

Notification

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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 TypeDescriptionEvent Type of Event in Callback
ENGAGEMENT_CREATEDA new engagement was createdENGAGEMENT_CREATED
PARTICIPANT_ADDEDA participant was added to an engagementPARTICIPANT_ADDED
PARTICIPANT_DISCONNECTEDA participant was disconnected from an engagementPARTICIPANT_DISCONNECTED
MESSAGESA message sent either by customer or a contact center resource (agent, supervisor, system or bot)MESSAGES
CUSTOMER_MESSAGESA message sent by customerMESSAGES
CC_MESSAGESA message sent by a contact center resource (agent, supervisor, system or bot)MESSAGES
TYPINGAn indication that a Contact Center participant is typing. This event is only supported for Custom MessagingTYPING
ENGAGEMENT_ERRORAn error occurred in an engagementENGAGEMENT_ERROR
ALLAn event belonging to any of the above types occurredAny of the above

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Warning

  1. Subscribing to ALL means you will receive all existing and future event types. It is crucial to make sure your callback handler can process any new event types without encountering errors or failures.

Callback Policies

Following policies are applied for subscriptions registered with AXP Digital:

  • When AXP sends a request to the Callback URL, it expects '200 OK' as the response status code. Response should be received within 5 seconds.

  • If the Callback URL is temporarily unavailable, or responds after the threshold of 5 seconds, the request will be re-sent to the Callback URL after a delay. Any such instance constitutes an error from an AXP perspective.

  • If the Callback URL repeatedly returns errors, the Callback URL will be marked as 'unhealthy'.

  • If the state of the Callback URL remains 'unhealthy' for more than 8 hours, all subscriptions using the same Callback URL will be marked as 'disabled'.

  • If no action is taken to address the issue within 1 week of disablement, all such marked subscriptions will be deleted automatically.

  • The following steps are to be followed for re-creating a disabled or deleted subscription:

    1. List all your subscriptions and take a note of the attributes including 'subscriptionId' of subscriptions that contain the Callback URL, if they still exists.

    2. If the disabled subscription exists, first delete it by passing the 'subscriptionId' to the Delete Subscription API.

    3. Re-create the subscription using the Create Subscription API. Note that the subscription will have a new 'subscriptionId'.

HTTP return status codes interpreted as temporarily unavailable

  • 429 - Too Many Requests
  • 502 - Bad Gateway
  • 503 - Service Unavailable
  • 504 - Gateway Timeout

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 3 months ago