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<events>

Common attributes

Every type of event contains a guid attribute, which specifies the unique ID for the event.

Visitor events

One or more visitor nodes may be present under the root node. These nodes contain visitor related events, such as proactive chat requests, adding notes, or visitor banning.

<visitor sessionid="...">
  <ban type="..." guid="..." />
  <engage type="..." guid="..." />
  <note guid="...">...</note>
</visitor>

Node name

Value

Attributes

visitor

(Parent node)

sessionid: Session ID of the visitor related to these actions

Banning

Node name

Attributes

ban

type: One of the following:

    ip: Bans a single IP
    classc: Bans 255.255.255.*
    classb: Bans 255.255.*.*
    classc: Bans 255...*





Proactive requests

Node name

Attributes

engage

type: One of the following:

    inline: Starts a chat on the page in an iframe
    alert: Displays a scrolling chat request alert





Notes

Node name

Value

note

Contents of the note to be added

Chat events

One or more chat nodes may be present under the root node. These nodes contain events related to specific chats.

<chat chatobjectid="...">
  <chataction type="..." guid="..." />
  <message type="..." userdata="..." base64="..." guid="..." timestamp="...">...</message>
  <typing type="..." guid="..." />
  <callrequest guid="..." />
  <email addresses="..." subject="...">...</email>
  <transfer type="..." data="...">...</transfer>
</chat>

Node name

Value

Attributes

chat

Contains any events related to this particular chat object, if present

chatobjectid: The numeric chat ID to which all child events belong

Enter, leave, observe, and refuse

Node name

Attributes

chataction

type: One of the following:

    enter: Enter the chat
    join: Join the chat
    leave: Leave the chat
    observe: Observe the chat
    refuse: Refuse the chat





Entering chats

To accept a pending chat, the client sends the enter event. If the chat has already been accepted, the system will return an error message.

To enter a chat in conference mode, the client sends the join event.

Messages

Node name

Value

Attributes

message

Contents of the message

type: One of the following:

    text: A normal text message
    image: Push an image (URL)
    url: Push a URL
    code: Push a formatted piece of code; Note that CDATA is required here, due to the nature of symbols present in programming languages.





userdata: If type is code, the language of the code (See Language codes)
base64: Whether or not the contents of the message is base-64 encoded ('1' or '0')
timestamp: UNIX timestamp for the message

Typing notifications

Indicates that the user is composing a message.

Node name

Attributes

typing

 

Call requests

To request a call with the end user, create a callrequest event. The user will be prompted to enter his phone number, which will be returned by the server in a callrequest event.

Node name

Attributes

callrequest

None

Emailing a chat transcript

Node name

Value

Attributes

email

Additional notes (optional)

addresses: Semi-colon delimited list of recipient email addresses
subject: Subject of the email

Transfers

Node name

Value

Attributes

transfer

If type is reject, an optional message for the request refusal

type: One of the following:

    staff: Transfer the chat to a specific staff member
    staffgroup: Transfer the chat to a group of staff members
    department: Transfer the chat to a department
    skill: Transfer the chat to a group with a specific skill
    reject: Reject an incoming chat transfer request





data: The numeric identifier of the item defined by the type node. (e.g. if type is staff, the staff member's staff ID.)


Confirmations

In addition to the events described on this page, the client should send confirmation nodes to confirm each event that it has received and processed.

 

</events>
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