Digital API Overview

What is the Digital 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`
`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

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"
}

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"
}