自定义事件推送

环信客服云在使用过程中会生成会话、访客、客服相关的事件,如会话创建、接起、转接、结束,添加/删除访客标签,访客信息变更,新建/修改/删除坐席,坐席状态变更等。

可以通过自定义事件推送功能,将需要的事件以回调方式自动推送到您的服务器(如CRM系统),用于数据存储,或基于这些事件做进一步处理。

注:自定义事件推送为旗舰版功能。

应用场景

会话、访客、客服相关的这些事件可用于多种应用场景,举例如下:

  • 获取“会话结束”事件,并通过“会话标签”筛选出需要额外关注的会话,为其创建工单,进一步跟进。参考:工单系统对接
  • 获取“新建坐席”、“删除坐席”、“坐席信息变更”事件,并将坐席信息同步至员工管理系统,保证数据一致性。
  • 获取“会话创建”、“会话接起”、“待接入会话结束”等事件,并通过事件的时间戳,计算客户的排队时长。

业务流程

CRM系统对接后的业务流程示例:

  1. 访客发起会话咨询,客服使用客服云(CEC)接待访客。
  2. 会话结束后,CEC服务器生成事件,并将事件推送给中继服务器。
  3. 中继服务器提取事件(如会话结束事件),并根据事件内容,向CRM系统创建销售线索等。

CRM系统对接

设置方法

推送自定义事件至第三方服务器:

  1. 开通“自定义事件推送”功能。
  2. 进入“设置 > 自定义事件推送”页面,点击“创建事件推送”。
  3. 填写自定义事件名称、接收事件的服务器地址,勾选需要推送的事件,并保存。

设置自定义事件推送

自定义事件

创建坐席

事件名称:AgentUserCreationEvent

触发条件:管理员在“管理员模式 > 成员管理 > 客服”页面创建坐席

消息内容示例:

{
    "eventId": "cfb76910-a9fa-11e5-844c-37fa6bbad3ec",     //事件ID
    "timestamp": 1450933062687,                            //时间戳
    "event": "AgentUserCreationEvent",                     //事件名称
    "payload": { 
        "agent": { 
            "id": "614f3fb7-d757-4894-ba17-90a7c1488a59",  //坐席ID
            "username":"a@qq.com",                         //坐席登录邮箱地址
            "nickname":"agent1",                           //坐席昵称
            "name":"aaaa",                                 //坐席真实姓名
            "roles":["admin","agent"],                     //坐席角色,值为["agent"](普通坐席)、["admin","agent"](管理员)
            "business_id":"11111",                         //坐席工号
            "phone":"13311111111",                         //坐席电话号码
            "created_at":1436805675000,                    //坐席创建时间
            "updated_at":1436805675000                     //坐席信息更新时间,因是创建事件,和创建时间一致
        } 
    } 
}

坐席信息变更

事件名称:AgentUserChangeEvent

触发条件:坐席/管理员修改个人信息,管理员修改其他坐席的信息

消息内容示例:

{
    "eventId": "d0a31dd0-07b7-11e7-b1a7-eb03c0f01476",    //事件ID
    "timestamp": 1489387172031,                           //时间戳
    "event": "AgentUserChangeEvent",                      //事件名称
    "payload": {
        "agent": {                                        //变更后的坐席信息  
            "id": "eb524dc0-be91-47ac-b6e6-10d013d7d72b", //坐席ID
            "username": "713test4@qq.com",                //坐席登录邮箱地址
            "nickname": "Leoli",                          //坐席昵称
            "name": "leoli",                              //坐席真实姓名
            "roles": [                                    //坐席角色,值为["agent"](普通坐席)、["agent","admin"](管理员)
                "admin",
                "agent"
            ],
            "phone": "18612389889",                       //坐席电话号码
            "business_id": "1001",                        //坐席工号
            "created_at": 1453900968000,                  //坐席创建时间
            "updated_at": 1489128601000                   //坐席信息更新时间
        },
        "old_agent": {                                    //变更前的坐席信息
            "id": "eb524dc0-be91-47ac-b6e6-10d013d7d72b", //坐席ID
            "username": "713test4@qq.com",                //坐席登录邮箱地址
            "nickname": "Leoli",                          //坐席昵称
            "name": "",                                   //坐席真实姓名
            "roles": [                                    //坐席角色,值为["agent"](普通坐席)、["agent","admin"](管理员)
                "admin",
                "agent"
            ],
            "phone": "",                                  //坐席电话号码
            "created_at": 1453900968000,                  //坐席创建时间
            "updated_at": 1489128601000                   //坐席信息更新时间
        }
    }
}

坐席状态变更

客服和管理员的登录状态分为五种:空闲(online)、忙碌(busy)、离开(leave)、隐身(hidden)、离线(offline),并且,客服和管理员可以切换自己的空闲/忙碌/离开/隐身状态。关于登录状态的描述,见在线状态

事件名称:AgentUserStateChangedEvent

触发条件:坐席/管理员修改自己的在线状态

消息内容示例:

{ 
    "eventId": "45114db0-d639-11e5-91c0-a11acb243a77",    //事件ID
    "timestamp": 1455797716755,                           //时间戳
    "event": "AgentUserStateChangedEvent",                //事件名称
    "payload": { 
        "agent": { 
            "id": "28d0a4aa-bf19-4724-ab9d-3b74afed34a8", //坐席ID
            "nickname": "Admin",                          //坐席昵称
            "username": "licx@easemob.com"                //坐席登录邮箱地址
        }, 
        "status": "Online",                               //变更后的在线状态
        "stateChangeTime": 1455797716491                  //坐席状态变更时间
    } 
} 

坐席登出

事件名称:AgentUserLogoutEvent

触发条件:坐席/管理员点击“退出”按钮,退出登录

消息内容示例:

{ 
    "eventId": "a9928560-d639-11e5-8447-854851e278ee",    //事件ID
    "timestamp": 1455797885117,                           //时间戳
    "event": "AgentUserLogoutEvent",                      //事件名称
    "payload": { 
        "agent": { 
            "id": "28d0a4aa-bf19-4724-ab9d-3b74afed34a8", //坐席ID
            "nickname": "Admin",                          //坐席昵称
            "username": "licx@easemob.com"                //坐席登录邮箱地址
        }, 
        "logoutTime": 1455797885109                       //坐席登出时间
    } 
} 

删除坐席

事件名称:AgentUserDeletedEvent

触发条件:管理员在“管理员模式 > 成员管理 > 客服”页面删除坐席

消息内容示例:

{
    "eventId": "07ffc670-ce74-11e6-a4aa-e9370bc22534",    //事件ID
    "timestamp": 1483090934322,                           //时间戳
    "event": "AgentUserDeletedEvent",                     //事件名称
    "payload": {
        "agent": {
            "id": "4b4f0f36-8286-4ccd-8e99-50b33cfdf958", //坐席ID
            "username": "713test10@qq.com",               //坐席登录邮箱地址
            "nickname": "10",                             //坐席昵称
            "name": "",                                   //坐席真实姓名
            "roles": [                                    //坐席角色,值为["agent"](普通坐席)、["agent","admin"](管理员)
                "agent"
            ],
            "phone": "",                                  //坐席电话号码
            "created_at": 1483090749000,                  //坐席创建时间
            "updated_at": 1483090749000                   //坐席信息更新时间
        }
    }
}

添加访客标签

事件名称:VisitorTagAddedEvent

触发条件:会话进行中、结束后,坐席/管理员为访客添加访客标签

消息内容示例:

{
    "eventId": "9f727ee0-07b7-11e7-b77f-3b3c6fac2bb4",               //事件ID
    "timestamp": 1489387089477,                                      //时间戳
    "event": "VisitorTagAddedEvent",                                 //事件名称
    "payload": {
        "visitorUserTag": {
            "visitorUserId": "2ad4af98-903a-4050-9cea-2d5807c85002", //访客ID
            "userTagId": 5596,                                       //访客标签ID
            "tag": {
                "tagName": "普通客户",                                //访客标签名称
                "created_at": 1436805675000                          //访客标签创建时间
            }
        }
    }
}

删除访客标签

事件名称:VisitorTagRemovedEvent

触发条件:会话进行中、结束后,坐席/管理员删除访客标签

消息内容示例:

{
    "eventId": "a7364210-07b7-11e7-9a61-dbd5753351ee",               //事件ID
    "timestamp": 1489387102520,                                      //时间戳
    "event": "VisitorTagRemovedEvent",                               //事件名称
    "payload": {
        "visitorUserTag": {
            "visitorUserId": "2ad4af98-903a-4050-9cea-2d5807c85002", //访客ID
            "userTagId": 5596,                                       //访客标签ID
            "tag": {
                "tagName": "普通客户",                                //访客标签名称
                "created_at": 1436805675000                          //访客标签创建时间
            }
        }
    }
}

访客创建事件

事件名称:VisitorUserCreateEvent

触发条件:会话进行中、结束后,坐席/管理员创建、更改“资料”访客标签来源

消息内容示例:

{
    "eventId": "b9c1e0b0-07b7-11e7-8ab4-53b659cd1343",        //事件ID
    "timestamp": 1489387133611,                               //时间戳
    "event": "VisitorUserCreateEvent",                        //事件名称
    "payload": {
        "visitor": {
            "id": "2ad4af98-903a-4050-9cea-2d5807c85002",     //系统内部访客ID
            "username": "webim-visitor-EM3GEFC7TBQVRXYM6GGC", //访客ID
            "nickname": "Leoli",                              //访客昵称
            "name": "Leoli",                                  //访客真实姓名
            "roles": [                                        //访客身份
                "visitor"
            ],
            "gendar": 0,                                      //访客性别,0=未知,1=男,2=女
            "created_at": 1488884778000,                      //访客创建时间
            "updated_at": 1489387133493                       //访客信息更新时间
        }
    }
}

访客信息变更

事件名称:VisitorUserChangeEvent

触发条件:会话进行中、结束后,坐席/管理员修改“资料”页签的访客信息

消息内容示例:

{
    "eventId": "b9c1e0b0-07b7-11e7-8ab4-53b659cd1343",        //事件ID
    "timestamp": 1489387133611,                               //时间戳
    "event": "VisitorUserChangeEvent",                        //事件名称
    "payload": {
        "visitor": {
            "id": "2ad4af98-903a-4050-9cea-2d5807c85002",     //系统内部访客ID
            "username": "webim-visitor-EM3GEFC7TBQVRXYM6GGC", //访客ID
            "nickname": "Leoli",                              //访客昵称
            "name": "Leoli",                                  //访客真实姓名
            "roles": [                                        //访客身份
                "visitor"
            ],
            "gendar": 0,                                      //访客性别,0=未知,1=男,2=女
            "created_at": 1488884778000,                      //访客创建时间
            "updated_at": 1489387133493                       //访客信息更新时间
        }
    }
}

访客来源

事件名称:ServiceSessionAttributesCreateEvent

触发条件:会话创建

消息内容示例:

{
    "eventId": "fb50f590-f4ac-11e9-a28f-75fedd96c02a",
    "timestamp": 1571735940126,
    "event": "ServiceSessionAttributesCreateEvent",
    "payload": {
        "tenantId": 20016,
        "serviceSessionId": "971c53a2-6302-4002-b6b2-6c484c290ce0",
        "entity": [
            {
                "name": "carrierOperator",
                "value": "ssss35"        //运营商
            },
            {
                "name": "referer",
                "value": "124"           //会话发起页
            },
            {
                "name": "system",
                "value": "sssss"         //操作系统
            },
            {
                "name": "searchType",
                "value": null            //推广来源
            },
            {
                "name": "accessUrl",
                "value": null            //着陆页         
            },
            {
                "name": "ip",
                "value": null            //IP
            },
            {
                "name": "equipment",
                "value": "4444"          //设备
            },
            {
                "name": "userAgent",
                "value": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/77.0.3865.120 Safari/537.36"      //软件环境
            },
            {
                "name": "region",
                "value": null            //地区
            },
            {
                "name": "keyword",
                "value": null            //搜索词
            },
            {
                "name": "version",
                "value": "1.0"           //系统版本
            }
        ]
    }
}

事件名称:ServiceSessionAttributesChangeEvent

触发条件:会话来源修改

消息内容示例:

{
    "eventId": "fb50f590-f4ac-11e9-a28f-75fedd96c02a",
    "timestamp": 1571735940126,
    "event": "ServiceSessionAttributesChangeEvent",
    "payload": {
        "tenantId": 20016,
        "serviceSessionId": "971c53a2-6302-4002-b6b2-6c484c290ce0",
        "entity": [
            {
                "name": "carrierOperator",
                "value": "ssss35"        //运营商
            },
            {
                "name": "referer",
                "value": "124"           //来源信息
            },
            {
                "name": "system",
                "value": "sssss"         //操作系统
            },
            {
                "name": "searchType",
                "value": null            //推广来源
            },
            {
                "name": "accessUrl",
                "value": null            //着陆页
            },
            {
                "name": "ip",
                "value": null            //IP
            },
            {
                "name": "equipment",
                "value": "4444"          //设备
            },
            {
                "name": "userAgent",
                "value": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/77.0.3865.120 Safari/537.36"      //软件环境
            },
            {
                "name": "region",
                "value": null            //地区
            },
            {
                "name": "keyword",
                "value": null            //搜索词
            },
            {
                "name": "version",
                "value": "1.0"           //系统版本
            }
        ]
    }
}

会话创建

事件名称:ServiceSessionCreatedEvent

触发条件:会话创建。呼入:访客发送第一条消息;呼出:客服点击“回呼”按钮

消息内容示例:

{
    "eventId": "07da4280-6c74-11e7-ba25-29a88e1d64f3",       //事件ID
    "timestamp": 1500463126206,                              //时间戳
    "event": "ServiceSessionCreatedEvent",                   //事件名称
    "payload": {
        "serviceSession": {
            "id": "d93d1e6c-7bce-4f2e-97e7-40d3c0427d95",    //会话ID
            "state": "Wait",                                 //会话状态
            "origin_type": "webim",                          //渠道类型,值为app(App渠道)、webim(网页)、weixin(微信)、weibo(微博)、phone(呼叫中心)、rest(rest API渠道)
            "from_agent_callback": false,                    //是否为坐席回呼
            "timestamp": {
                "create": 1500463126000                      //会话创建时间
            },
            "visitor": {
                "id": "e3243090-848a-44fb-babd-f0c3a561d31f",//系统内部访客ID
                "name": "webim-visitor-8WCFW7M7YEGEF2EJCYCP" //访客ID
            },
            "channel": {
                "id": 10625,                                 //关联ID
                "type": "easemob"                            //关联类型
            },
            "agent_queue": {
                "id": 35018                                  //技能组ID
            }
        }
    }
}

新消息

事件名称:ServiceSessionMessageEvent

触发条件:会话中出现新消息,包括访客消息、坐席消息、系统消息、命令消息

文本消息内容示例:

{
    "eventId": "3a7e82a0-aa60-11e5-8544-5111ba4b872e",        //事件ID
    "timestamp": 1450976598050,                               //时间戳
    "event": "ServiceSessionMessageEvent",                    //事件名称
    "payload": {
        "message": {
            "id": "dad14e23-4566-4ca6-b10e-fceeb59c42c2",      //消息ID
            "create_at":"1560417635819",                      //消息发送时间
            "service_session_id": "4e27dd5e-683d-4664-a0db-bb8457ec7101",  //对应的会话ID
            "from": {
                "id": "27f74a74-5139-4f8c-b65f-15129e7808a8",  //发送方ID(可以是坐席或者访客)
                "name": "Admin",                               //发送方昵称
                "type": "Agent"                                //发送方类型,坐席、访客等
            },
            "origin_type": "app",                              //渠道类型,值为app(App渠道)、webim(网页)、weixin(微信)、weibo(微博)、phone(呼叫中心)、rest(rest API渠道)
            "channel": {
                "id": 21,                                      //关联ID
                "type": "easemob"                              //关联类型
            },
            "body": {
                "type": "txt",                                 //消息类型:文本消息
                "msg": "asdf"                                  //消息内容
            },
            // 新增添的ext字段
            "ext": {
               "YXUCarID": 32134600,
               "YXUCarImage": "http://c1.xinstatic.com/c/20181211/1636/5c0f771a6f683495918_19.jpg",
               "YXUCarNAME": "宝骏 730 2016款 1.5T 手动 豪华型",
               "YXUCarPRICE": "6.19万 首付0.66万",
               "YXUCarYEAR": "2016年 | 3.2万公里",
               "msgtype": {
                     "track": {
                         "desc": "宝骏 730 2016款 1.5T 手动 豪华型",
                         "img_url": "http://c1.xinstatic.com/c/20181211/1636/5c0f771a6f683495918.jpg",
                         "item_url": "https://m.xin.com/x1k284ok45/che32134600.html",
                         "price": "售价:6.19万 首付0.66万 行驶:3.2万公里",
                         "title": "您好,我对这辆车很感兴趣,想了解一下车的情况"
                        }
                   }
             }
        }
    }
}

图片消息内容示例:

{
    "eventId": "bc4a6120-aa68-11e5-b3c3-dd9f501463d3",         //事件ID
    "timestamp": 1450980251761,                                //时间戳
    "event": "ServiceSessionMessageEvent",                     //事件名称
    "payload": {
        "message": {
            "id": "dc5004d7-39ce-4a03-bca0-af2c16b269d6",      //消息ID
            "service_session_id": "4e27dd5e-683d-4664-a0db-bb8457ec7101", //对应的会话ID
            "from": {
                "id": "2cb00d04-60f3-48a4-93b8-caf15b22a262",  //发送方ID
                "name": "fa38294841604ac89ba2815689f8f636",    //发送方昵称
                "type": "Visitor"                              //发送方类型,坐席、访客等
            },
            "origin_type": "app",                              //渠道类型,值为app(App渠道)、webim(网页)、weixin(微信)、weibo(微博)、phone(呼叫中心)、rest(rest API渠道)
            "channel": {
                "id": 21,                                      //关联ID
                "name": "yaaa",                                //关联名称
                "type": "easemob"                              //关联类型
            },
            "body": {
                "type": "img",                                 //消息类型:图片
                "url": "/v1/Tenant/5631/MediaFiles/df56bebd-433c-4b0e-aab9-1684fb75999f", //图片下载地址
                "secret": "u9X0eqpoEeW-Hw1NajGLHchLw_cjQA0WifvU7Lid7UsaLafh", //文件上传成功后返回的secret
                "filename": "image.jpg",                       //文件名
                "size": {                                      //图片尺寸
                    "width": 2448,                             //图片宽度
                    "height": 3264                             //图片高度
                }
            }
        }
    }
}

待接入会话结束

事件名称:ServiceSessionAbortedEvent

触发条件:待接入会话超时自动结束、管理员手动关闭待接入会话

消息内容示例:

{
  "eventId": "4642aae0-a1bb-11e7-bc37-fbf67fe4d942",        //事件ID
  "timestamp": 1506321136945,                               //时间戳
  "event": "ServiceSessionAbortedEvent",                    //事件名称
  "payload": {
    "serviceSession": {
      "id": "562785f2-aed6-4420-bac5-fb1d2bd82f0e",         //会话ID
      "state": "Abort",                                     //会话状态
      "origin_type": "webim",                               //渠道类型,值为app(App渠道)、webim(网页)、weixin(微信)、weibo(微博)、phone(呼叫中心)、rest(rest API渠道)
      "abort_actor": {                                      //会话结束方信息
        "user_id": "946f116d-2e09-410c-9015-4b480edc9939",  //坐席ID
        "user_name": "260553619@qq.com",                    //坐席登录邮箱地址
        "nice_name": "Admin"                                //坐席昵称
      },
      "timestamp": {
        "create": 1506320908000,                            //会话创建时间
        "start": 1506321136000,                             //会话接起时间
        "stop": 1506321136000                               //会话结束时间
      },
      "channel": {
        "id": 10625,                                        //关联ID
        "type": "easemob"                                   //关联类型
      },
      "visitor": {
        "id": "678c9d67-f2f1-498f-a458-6f3fbf223a64",       //系统内部访客ID
        "name": "webim-visitor-RXFC9WR4KRG8FMK98PCY"        //访客ID
      },
      "agent_queue": {
        "id": 39005                                         //会话所属技能组ID
      }
    }
  }
}

会话接起

事件名称:ServiceSessionOpenedEvent

触发条件:会话由机器人接起、会话由客服接起(包括会话转接技能组后,技能组内的客服接起会话;不包括会话直接转接客服后,由客服接起会话的情况)

消息内容示例:

{
    "eventId": "381b7860-6c74-11e7-805a-c112ad1e2ce6",      //事件ID
    "timestamp": 1500463207157,                             //时间戳
    "event": "ServiceSessionOpenedEvent",                   //事件名称
    "payload": {
        "serviceSession": {
            "id": "d93d1e6c-7bce-4f2e-97e7-40d3c0427d95",   //会话ID
            "state": "Processing",                          //会话状态
            "origin_type": "webim",                         //渠道类型,值为app(App渠道)、webim(网页)、weixin(微信)、weibo(微博)、phone(呼叫中心)、rest(rest API渠道)
            "timestamp": {
                "create": 1500463126000,                    //会话创建时间
                "start": 1500463207000                      //会话接起时间
            },
            "visitor": {
                "id": "e3243090-848a-44fb-babd-f0c3a561d31f",//系统内部访客ID
                "name": "webim-visitor-8WCFW7M7YEGEF2EJCYCP" //访客ID
            },
            "channel": {
                "id": 10625,                                //关联ID
                "type": "easemob"                           //关联类型
            },
            "agent_queue": {
                "id": 6767                                  //技能组ID
            }
            "agent": {                                       //客服信息 
                "type": "Agent"                              //客服类型,分为“Agent”和“Robot”两种 
                "id": "6384ec4b-96ed-4f88-92a9-6f085201e30a",//客服ID 
                "username":"a@qq.com",                       //坐席登录邮箱地址 
                "nickname":"agent1",                         //坐席昵称 
                "name":"aaaa",                               //坐席真实姓名 
                "business_id":"11111",                       //坐席工号 
            }
        }
    }
}

会话分配

事件名称:AgentQueueOverflowEvent

触发条件:管理员在“设置-会话分配-排队规则”页面设置了溢出规则,有会话触发溢出规则。

消息内容示例:

{
  "eventId": "c9ffa180-2d80-11ec-8cfe-dfeae5055c6a",   //事件ID
  "timestamp": 1634279170995,      //时间戳
  "event": "AgentQueueOverflowEvent",    //事件名称
  "payload": {
"serviceSession": {    //会话数据      
"id": "b7c44cec-6da5-4f79-b50e-6d01db793add",   //会话ID
      "state": "Wait",  //会话状态
      "origin_type": "webim",   //渠道类型,值为app(App渠道)、webim(网页)、weixin(微信)、weibo(微博)、phone(呼叫中心)、rest(rest API渠道)
      "timestamp": {   
        "create": 1634279169000,    //会话创建时间
        "start": 1634279170000      //会话接起时间
      },
      "visitor": {
        "id": "d454c4d7-da9e-4ac0-86d4-6e3c8d3a9d0a",   //系统内部访客ID
        "name": "webim-visitor-99Y7WTPXEEQJ67RQM7E4",   //访客ID
        "nickname": "webim-visitor-99Y7WTPXEEQJ67RQM7E4"  //访客昵称
      },
      "channel": {
        "id": 23727,    //关联ID
        "type": "easemob"    //关联类型
      },
      "agent_queue": {
        "id": 164018    //技能组ID
      }
    },
"ruleData": {    //规则数据      
	"name": "排队溢出",    //用户自定义的排队规则名称      
	"type": "waiting",    //规则类型      
	"apply": "all",    //应用到的技能组id      
	"rules": [         
	{
          	"type": "and",    //类型          
		"criterion": "queue_length",    //指标          
		"threshold": "1",    //阈值          
		"operator": "gt"    //运算符        
	}
      	],
      "actions": [           
	{
          	"action": "overflow",    //执行动作          
	 	"name": "溢出到配置的技能组",    //执行名称          			
		"reserve_queue": 41509    //执行预设的技能组id        
	}
      ]
    }
  }
}

会话转接

事件名称:ServiceSessionTransferedEvent

触发条件:机器人转人工(机器人将会话转接技能组)、客服/管理员将进行中会话转接其他客服、客服/管理员将进行中会话转接技能组,不包括管理员将待接入或历史会话转接客服或技能组

消息内容示例:

{
  "eventId": "c3bad5c0-a1ba-11e7-a05d-4db7a46cd15c",                   //事件ID
  "timestamp": 1506320917962,                                          //时间戳
  "event": "ServiceSessionTransferedEvent",                            //事件名称
  "payload": {
    "serviceSession": {
      "id": "562785f2-aed6-4420-bac5-fb1d2bd82f0e",                    //会话ID
      "state": "Wait",                                                 //会话状态
      "origin_type": "webim",                                          //渠道类型,值为app(App渠道)、webim(网页)、weixin(微信)、weibo(微博)、phone(呼叫中心)、rest(rest API渠道)
      "transfered_to_agent_queue": true,                               //会话是否转接技能组
      "transfered_from": {
        "from_agent_user_id": "946f116d-2e09-410c-9015-4b480edc9939",  //转接方坐席ID
        "from_agent_user_nice_name": "Admin",                          //坐席昵称
        "from_agent_user_type": "Agent"                                //坐席类型
      },
      "transfered_to": {                                               //被转接到的坐席或技能组信息
        "to_queue_id": 39005                                           //接受方,技能组ID;或,坐席ID和昵称
      },
      "timestamp": {
        "create": 1506320908000,                                       //会话创建时间
        "start": 1506320910000                                         //会话接起时间
      },
      "visitor": {
        "id": "678c9d67-f2f1-498f-a458-6f3fbf223a64",                  //系统内部访客ID
        "name": "webim-visitor-RXFC9WR4KRG8FMK98PCY"                   //访客ID
      },
      "channel": {
        "id": 10625,                                                   //关联ID
        "type": "easemob"                                              //关联类型
      },
      "agent_queue": {
        "id": 39005                                                    //会话所属技能组ID
      }
    }
  }
}

视频结束

事件名称:RtcMediaClosedEvent

触发条件:坐席结束视频通话

消息内容示例:

{
    "eventId": "96791f40-8234-11e7-8522-47871522633a",
    "timestamp": 1502854804131,
    "event": "RtcMediaClosedEvent",
    "payload": {
        "mediaEntity": {                                               //视频结束事件的详细信息
            "session_id": "60e9b15b-8221-4249-ac87-8b53d00cfb43",      //视频通话的会话ID
            "agent_id": "955eee17-4835-4e23-8b19-7e292d12f0e2",        //视频通话中的客服ID
            "visitor":{
                    "id":"dfe7a557-aa77-443c-b2ec-7a8f93f90f22",       //视频通话中的访客ID
                    "nickname":"webim-visitor-YEPWGBB4TCEYVGCPCJMP",   //视频通话中的访客昵称
            },
            "url":{
                    "agent":"https://kefu-media-files.oss-cn-beijing.aliyuncs.com/MS_X133600273164668928C2632M2__CH_VIDEO_1_C2632__VIDEO.webm?Expires=9223372036854775&OSSAccessKeyId=LTAI3pBwoxnmCWUw&Signature=VtkixMtyf9S4jPhLeCvyheEhc4k%3D",
                                                                       //视频通话中客服端的录像文件
                    "visitor":"https://kefu-media-files.oss-cn-beijing.aliyuncs.com/MS_X133600273164668928C2632M4__CH_VIDEO_3_C2632__VIDEO.webm?Expires=9223372036854775&OSSAccessKeyId=LTAI3pBwoxnmCWUw&Signature=gFfY11vIakftWpOmm8TdlYzkuAg%3D",
                                                                       //视频通话中访客端的录像文件
            },
            "create_at": 1502854803252                                 //视频结束事件的发送时间
        }
    }
}

会话结束

事件名称:ServiceSessionClosedEvent

触发条件:坐席/管理员手动结束会话、会话超时自动结束

消息内容示例:

{
    "eventId": "ca81ade0-6dc5-11e6-9c13-dfa1eed70626",    //事件ID
    "timestamp": 1472460726612,                           //时间戳
    "event": "ServiceSessionClosedEvent",                 //事件类型
    "payload": {
        "serviceSession": {
            "id": "4fe1b496-90ac-4412-8f40-0f6a13cbfc4b", //会话ID
            "state": "Terminal",                          //会话状态
            "origin_type": "webim",                       //渠道类型,值为app(App渠道)、webim(网页)、weixin(微信)、weibo(微博)、phone(呼叫中心)、rest(rest API渠道)
            "timestamp": {
                "create": 1472139263000,                  //会话创建时间
                "start": 1472139269000,                   //会话接起时间
                "stop": 1472460695000                     //会话结束时间
            }, 
            "channel": {                                  //关联
                "id": 3104,                               //关联ID
                "name": "快速创建的关联",                   //关联名称
                "type": "easemob"                         //关联类型,easemob代表环信IM
            }, 
            "visitor": {
                "id": "a6527ed1-e3f4-4537-aeef-ae35199e3765", //系统内部访客ID
                "name": "webim-visitor-RY7KQK99XVGXBE3JKCHM", //访客ID,显示在资料的ID字段
                "channel_user": {                             //访客所属关联信息(此处是APP渠道示例,其他渠道示例见下文)
                    "app_name": "sandbox", 
                    "channel_type": "easemob", 
                    "im_id": "webim-visitor-RY7KQK99XVGXBE3JKCHM", //环信IM的环信ID
                    "org_name": "sipsoft"
                }
            }, 
            "agent": {
                "id": "b58b99c1-cd3b-44d9-9821-20fb6a0f2f49", //坐席ID
                "name": "Admin",                              //坐席昵称
                "type": "Agent"                               //坐席类型,机器人、普通坐席或管理员
            }, 
            "agent_queue": {
                "id": 2112,                                  //技能组ID
                "name": "集体组"                              //技能组名称
            }, 
            "summary_category": [                            //会话标签,数组,包含所有的标签ID
                {
                    "id": 23976, 
                    "name": "测试4-4"
                }
            ], 
            "comment": "",                                   //会话备注
            "enquiry":{                               
                "score":3,                                   //满意度评分
                "comment":""                                 //满意度评价详情
            }
        }
    }
}

访客所属关联信息结构示例:

# IM用户
"channel_user": {
    "app_name": "sandbox",
    "channel_type": "callcenter",
    "im_id": "webim-visitor-RY7KQK99XVGXBE3JKCHM",
    "org_name": "sipsoft"
}

# CallCenter用户
  "channel_user": {
    "channel_type": "callcenter",
    "name": "访客的名称",
    "phone": "13112345678"
  }

# Rest 渠道用户
  "channel_user": {
  }

# weibo 渠道用户
  "channel_user": {
    "channel_type": "weibo",
    "name": "访客的微博名",
    "weibo_id": "访客的微博ID"
  }

# 微信渠道用户
  "channel_user": {
    "channel_type": "wechat_oauth2",
    "name": "访客的微信名",
    "weixin_id": "访客的微信ID"
  }

会话标签变更

事件名称:ServiceSessionSummaryEvent

触发条件:坐席/管理员 手动 添加/更改 会话标签,系统自动添加会话标签

消息内容示例:

系统添加的会话标签:

{
  "eventId": "ca81ade0-6dc5-11e6-9c13-dfa1eed70626",   //事件ID
  "timestamp": 1472460726612,   //时间戳
  "event": "ServiceSessionSummaryEvent",   //事件名称
  "payload": {
    "serviceSession": {
      "id": "4fe1b496-90ac-4412-8f40-0f6a13cbfc4b",   //会话ID
      "summary_category": [
        [
          {
            "id": 555554,                            //会话标签ID
            "name": "待接入超时结束会话"                //会话标签名称
          }
        ],
        [
          {
            "id": 731840,
            "name": "无效会话"
          }
        ]
      ]
    }
  }
}

坐席/管理员手动添加的会话标签:

{
  "eventId": "ca81ade0-6dc5-11e6-9c13-dfa1eed70626",
  "timestamp": 1472460726612,
  "event": "ServiceSessionSummaryEvent",
  "payload": {
    "serviceSession": {
      "id": "4fe1b496-90ac-4412-8f40-0f6a13cbfc4b",
      "actor": {
        "id": "6384ec4b-96ed-4f88-92a9-6f085201e30a",    //坐席ID
        "type": "Agent"     //坐席or管理员
      },
      "summary_category": [
        [
          {
            "id": 555554,
            "name": "待接入超时结束会话"
          }
        ],
        [
          {
            "id": 731840,
            "name": "无效会话"
          }
        ]
      ]
    }
  }
}

满意度评价邀请

事件名称:ServiceSessionEnquiryInviteEvent

触发条件:客服端发送满意度评价邀请。

消息内容示例:

{
    "eventId": "aa652780-c43b-11e7-91bc-21dd9f56e616", 
    "timestamp": 1535988791731, 
    "event": "ServiceSessionEnquiryInviteEvent", 
    "payload": {
        "enquiryInvite": {
            "actor": {                                          // 发起满意度评价邀请的操作人
                "id": "6384ec4b-96ed-4f88-92a9-6f085201e30a",   // 坐席ID
                "type": "Agent"                                 // 坐席类型
            }, 
            "invite_at": 1535988791731,                         // 满意度评价邀请的发送时间
            "serviceSession": {
                "id": "95cb44bb-a00b-46bb-9392-8c46f2087aa1"    // 会话ID
            }, 
            "visitor": {                                       
                "id": "4d12f5b5-e4b6-48d2-a99d-d1f5a8b7a0ac",   // 访客ID
                "nickname": "webim-visitor-T4QF9QM96G77KQ4Y837Q"// 访客昵称
            }, 
            "agent": {
                "id": "6384ec4b-96ed-4f88-92a9-6f085201e30a",   // 坐席ID
                "nickname": "agentUserNickName",                // 坐席昵称
                "type": "Agent"                                 // 坐席类型
            }, 
            "inviteId": 61626663,                               // 满意度评价邀请ID  
            "enquiryShareEnable": false                         // “满意度评分共享给会话中的所有客服”开关状态,true: 打开;false:关闭
        }
    }
}

访客完成满意度评价

事件名称:ServiceSessionEnquiryEvent

触发条件:访客完成对会话的满意度评价

消息内容示例:

{
    "eventId": "aa652780-c43b-11e7-91bc-21dd9f56e616",
    "timestamp": 1510114620029,
    "event": "ServiceSessionEnquiryEvent",
    "payload": {
        "enquiry": {                                             //满意度评价详情
            "score": "3",                                        //评分详情
            "comment": "评价详情",                                //评价详情
            "tags": [
                    "评价标签1",
                    "评价标签2"
            ],                     //评价标签,其设置在"满意度评价邀请设置->评分选项设置"中实现
            "create_at": 1510114619000,                          //访客评价的时间
            "serviceSession": {                                  //会话简介
                "id": "3b6f76e7-747f-46d9-9cf0-a989f4ee8914",    //会话ID
                "state": "Processing"                            //会话状态,大致会有“Processiong”和“Terminal”两种状态
            },
            "visitor": {                                         //访客简介
                "id": "4d12f5b5-e4b6-48d2-a99d-d1f5a8b7a0ac",    //访客ID
                "nickname": "webim-visitor-T4QF9QM96G77KQ4Y837Q",//访客昵称
                "username": "webim-visitor-T4QF9QM96G77KQ4Y837Q" //访客的环信ID
            },
            "agent": {                                           //客服简介
                "id": "6384ec4b-96ed-4f88-92a9-6f085201e30a",    //客服ID
                "nickname": "1011",                              //客服昵称
                "type": "Agent"                                 //客服类型,一般分为“Agent”和“Robot”两种
            }
        }
    }
}

通话详单生成

事件名称:CallDetailInfoEvent

触发条件:通话详单生成

消息内容示例:

{
  "eventId": "74b4a8e0-4020-11eb-bcd8-43c5cde94bd9",
  "timestamp": 1608179393402,
  "event": "CallDetailInfoEvent",
  "payload": {
    "callDetail": {
      "cc_id": "d00842df-e406-4f32-9929-80b02f26e07c",                    //实例id                                              
      "contact_id": "2827900505",                                         //通话id                                                        
      "staff_id": "c4af3583-78ee-4a63-a94b-9af6d8670b99",                 //坐席id                                  
      "group_id": "e155be22-05ca-4535-89aa-ad3c8d358d45",                 //技能组id                                  
      "visitor_id": "fba0d16b-5112-4ed7-9814-49f6c17af717",               //访客id                                    
      "contact_type": "Outbound",                                         //通话类型:Inbound 呼入 Outbound 呼出           
      "contact_disposition": "Success",                                   //挂断原因                
      "calling_number": "02160556504",                                    //主叫号码               
      "called_number": "17637515819",                                     //被叫号码              
      "province": "河南",                                                  //归属地省
      "city": "平顶山",                                                    //归属地市
      "duration": 50,                                                     //总通话时长
      "satisfaction": 0,                                                  //满意度
      "satisfaction_desc": "未发送",                                       //满意度            
      "start_time": 1598956402000,                                        //时间           
      "stop_time": 1598956452000,                                                                                    
      "last_staff_id": "c4af3583-78ee-4a63-a94b-9af6d8670b99",            //最后接待坐席id                                       
      "last_agent_true_name": "aliyun_cc_lyj",                            //最后接待坐席真实姓名                       
      "agent_names": "aliyun_cc_lyj",                                     //参与坐席昵称              
      "agent_true_names": "aliyun_cc_lyj",                                //参与坐席真实姓名                   
      "agent_user_names": "aliyun_cc_lyj@easemob.com",                    //参与坐席账号                               
      "skill_group_names": "沙箱技能组",                                   //技能组id               
      "visitor": {
        "user_id": "fba0d16b-5112-4ed7-9814-49f6c17af717",                //访客id                                   
        "create_date_time": 1594005561000,                                                   
        "last_update_date_time": 1594005561000,                                                   
        "nick_name": "17637515819",                                                   
        "phone": "17637515819",                                                   
        "sex": 0,                                                   
        "tenant_id": 20080 
      },
      "valid_duration": 42,                                               //有效通话时长    
      "release_user": "agent",                                            //挂断方 agent:坐席  visitor 访客       
      "on_talking_time": "1598956410000"                                  //接通时间
    }
  }
}

录音生成

事件名称:CallRecordInfoEvent

触发条件:录音生成

消息内容示例:

{
  "eventId": "1e5ad5e0-4021-11eb-9ab8-9fa8d2f7c377",                          
  "timestamp": 1608179688909,                                                          
  "event": "CallRecordInfoEvent",                                             
  "payload": {
    "callRecordDatas": [
      {
        "cc_id": "d00842df-e406-4f32-9929-80b02f26e07c",             //实例id                           
        "contact_id": "2827900505",                                  //通话id                      
        "staff_id": "c4af3583-78ee-4a63-a94b-9af6d8670b99",          //坐席id                           
        "file_name": "159895641000500080521673.wav",                 //录音文件名             
        "file_url": "http://cloudcallcenter-online.oss-cn-shanghai.aliyuncs.com/record/f626832e-3da0-4c99-b534-ed3a2116b626/159895641000500080521673.wav?Expires=1608180499&OSSAccessKeyId=LTAIvKWEr4DoFSqz&Signature=zV4bSs6cC13KXvnj2G7z8Ro6X2U%3D",
        "staff_nick_name": "aliyun_cc_lyj",                         //坐席昵称                       
        "staff_true_name": "aliyun_cc_lyj",                         //坐席真实姓名            
        "staff_user_name": "aliyun_cc_lyj@easemob.com",             //坐席账号                              
        "record_start_time": 1598956410000
      }
    ]
  }
}

关键词触发事件

事件名称:MatchKeywordEvent

参数说明:

名称说明
Integer tenantId租户id
String serviceSessionId会话id
String ruleName规则名称
String agentId坐席ID
String agentName坐席名称
String visitorId访客ID
String visitorName访客名称
long alarmDatetime报警时间
String content告警详情(可能为null)
String fromUserType消息来源(Visitor访客,Agent坐席)
{
  "eventId": "4ffd5d20-4854-11ec-a568-45b7ec94c36d",
  "timestamp": 1637228749871,
  "event": "MatchKeywordEvent",
  "payload": {
    "tenantId": 29676,
    "serviceSessionId": "b89e3bad-f844-4065-81a1-3fde4afb59a2",
    "fromUserType": "Visitor",
    "ruleName": "111",
    "agentId": "5dade28d-77e8-43a4-84e8-1eefa0c63748",
    "agentName": "Admin昵称1",
    "visitorId": "3a6728e8-9512-44cc-92b8-e5b847bfa71c",
    "visitorName": "webim-visitor-B2FJPW77GEMQHWGW88EF",
    "alarmDatetime": 1637228749810,
    "content": "aaaa"
  }
}