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这里会显示出您选择的修订版和当前版本之间的差别。
两侧同时换到之前的修订记录 前一修订版 后一修订版 | 前一修订版 后一修订版 两侧同时换到之后的修订记录 | ||
cs:400systemintegration:20webhook [2019/11/21 07:59] candywang [会话来源事件] |
cs:400systemintegration:20webhook [2020/09/09 02:51] candywang [会话结束] |
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行 37: | 行 37: | ||
当前支持以下事件的推送: | 当前支持以下事件的推送: | ||
- | * [[#会话结束|会话结束(ServiceSessionClosedEvent)]] | ||
- | * [[#新消息|新消息(ServiceSessionMessageEvent)]] | ||
* [[#创建坐席|创建坐席(AgentUserCreationEvent)]] | * [[#创建坐席|创建坐席(AgentUserCreationEvent)]] | ||
+ | * [[#坐席信息变更|坐席信息变更(AgentUserChangeEvent)]] | ||
* [[#坐席状态变更|坐席状态变更(AgentUserStateChangedEvent)]] | * [[#坐席状态变更|坐席状态变更(AgentUserStateChangedEvent)]] | ||
* [[#坐席登出|坐席登出(AgentUserLogoutEvent)]] | * [[#坐席登出|坐席登出(AgentUserLogoutEvent)]] | ||
行 46: | 行 45: | ||
* [[#删除访客标签|删除访客标签(VisitorTagRemovedEvent)]] | * [[#删除访客标签|删除访客标签(VisitorTagRemovedEvent)]] | ||
* [[#访客信息变更|访客信息变更(VisitorUserChangeEvent)]] | * [[#访客信息变更|访客信息变更(VisitorUserChangeEvent)]] | ||
- | * [[#坐席信息变更|坐席信息变更(AgentUserChangeEvent)]] | + | * [[#访客来源|访客来源(ServiceSessionAttributesCreateEvent,ServiceSessionAttributesChangeEvent)]] |
* [[#会话创建|会话创建(ServiceSessionCreatedEvent)]] | * [[#会话创建|会话创建(ServiceSessionCreatedEvent)]] | ||
+ | * [[#新消息|新消息(ServiceSessionMessageEvent)]] | ||
+ | * [[#待接入会话结束|待接入会话结束(ServiceSessionAbortedEvent)]] | ||
* [[#会话接起|会话接起(ServiceSessionOpenedEvent)]] | * [[#会话接起|会话接起(ServiceSessionOpenedEvent)]] | ||
* [[#会话转接|会话转接(ServiceSessionTransferedEvent)]] | * [[#会话转接|会话转接(ServiceSessionTransferedEvent)]] | ||
- | * [[#待接入会话结束|待接入会话结束(ServiceSessionAbortedEvent)]] | ||
* [[#视频结束|视频结束(RtcMediaClosedEvent)]] | * [[#视频结束|视频结束(RtcMediaClosedEvent)]] | ||
+ | * [[#会话结束|会话结束(ServiceSessionClosedEvent)]] | ||
* [[#访客完成满意度评价|访客完成满意度评价(ServiceSessionEnquiryEvent)]] | * [[#访客完成满意度评价|访客完成满意度评价(ServiceSessionEnquiryEvent)]] | ||
- | ==== 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: | ||
- | |||
- | <code json> | ||
- | { | ||
- | "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 | ||
- | } | ||
- | } | ||
- | } | ||
- | } | ||
- | </code> | ||
- | |||
- | 访客所属关联信息结构示例: | ||
- | |||
- | <code json> | ||
- | # 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" | ||
- | } | ||
- | </code> | ||
- | |||
- | |||
- | ==== 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: | ||
- | |||
- | <code json> | ||
- | { | ||
- | "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" | ||
- | } | ||
- | } | ||
- | } | ||
- | } | ||
- | } | ||
- | } | ||
- | </code> | ||
- | |||
- | 图片消息内容示例: | ||
- | |||
- | <code json> | ||
- | { | ||
- | "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 | ||
- | } | ||
- | } | ||
- | } | ||
- | } | ||
- | } | ||
- | </code> | ||
==== 创建坐席 ==== | ==== 创建坐席 ==== | ||
行 271: | 行 82: | ||
} | } | ||
} | } | ||
+ | } | ||
+ | </code> | ||
+ | ==== 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: | ||
+ | |||
+ | <code json> | ||
+ | { | ||
+ | "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 | ||
+ | } | ||
+ | } | ||
} | } | ||
</code> | </code> | ||
行 434: | 行 289: | ||
} | } | ||
</code> | </code> | ||
- | ==== 坐席信息变更 ==== | ||
- | 事件名称:AgentUserChangeEvent | + | ==== 访客来源 ==== |
- | 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 | + | 事件名称:ServiceSessionAttributesCreateEvent |
+ | |||
+ | 触发条件:会话创建 | ||
消息内容示例: | 消息内容示例: | ||
行 444: | 行 300: | ||
<code json> | <code json> | ||
{ | { | ||
- | "eventId": "d0a31dd0-07b7-11e7-b1a7-eb03c0f01476", //事件ID | + | "eventId": "fb50f590-f4ac-11e9-a28f-75fedd96c02a", |
- | "timestamp": 1489387172031, //时间戳 | + | "timestamp": 1571735940126, |
- | "event": "AgentUserChangeEvent", //事件名称 | + | "event": "ServiceSessionAttributesCreateEvent", |
"payload": { | "payload": { | ||
- | "agent": { //变更后的坐席信息 | + | "tenantId": 20016, |
- | "id": "eb524dc0-be91-47ac-b6e6-10d013d7d72b", //坐席ID | + | "serviceSessionId": "971c53a2-6302-4002-b6b2-6c484c290ce0", |
- | "username": "713test4@qq.com", //坐席登录邮箱地址 | + | "entity": [ |
- | "nickname": "Leoli", //坐席昵称 | + | { |
- | "name": "leoli", //坐席真实姓名 | + | "name": "carrierOperator", |
- | "roles": [ //坐席角色,值为["agent"](普通坐席)、["agent","admin"](管理员) | + | "value": "ssss35" //运营商 |
- | "admin", | + | }, |
- | "agent" | + | { |
- | ], | + | "name": "referer", |
- | "phone": "18612389889", //坐席电话号码 | + | "value": "124" //来源信息 |
- | "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 | + | "name": "system", |
- | }, | + | "value": "sssss" //操作系统 |
- | "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 | + | "name": "searchType", |
- | "nickname": "Leoli", //坐席昵称 | + | "value": null //推广来源 |
- | "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", | + | "name": "accessUrl", |
- | "agent" | + | "value": null //着陆页 |
- | ], | + | }, |
- | "phone": "", //坐席电话号码 | + | { |
- | "created_at": 1453900968000, //坐席创建时间 | + | "name": "ip", |
- | "updated_at": 1489128601000 //坐席信息更新时间 | + | "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 | ||
+ | } | ||
+ | ] | ||
} | } | ||
} | } | ||
</code> | </code> | ||
+ | |||
+ | 事件名称:ServiceSessionAttributesChangeEvent | ||
+ | |||
+ | 触发条件:会话来源修改 | ||
+ | |||
+ | 消息内容示例: | ||
+ | |||
+ | <code json> | ||
+ | { | ||
+ | "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 | ||
+ | } | ||
+ | ] | ||
+ | } | ||
+ | } | ||
+ | </code> | ||
+ | |||
==== 会话创建 ==== | ==== 会话创建 ==== | ||
行 515: | 行 457: | ||
} | } | ||
</code> | </code> | ||
+ | |||
+ | ==== 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: | ||
+ | |||
+ | <code json> | ||
+ | { | ||
+ | "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" | ||
+ | } | ||
+ | } | ||
+ | } | ||
+ | } | ||
+ | } | ||
+ | } | ||
+ | </code> | ||
+ | |||
+ | 图片消息内容示例: | ||
+ | |||
+ | <code json> | ||
+ | { | ||
+ | "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 | ||
+ | } | ||
+ | } | ||
+ | } | ||
+ | } | ||
+ | } | ||
+ | </code> | ||
+ | |||
+ | ==== 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: | ||
+ | |||
+ | <code json> | ||
+ | { | ||
+ | "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 | ||
+ | } | ||
+ | } | ||
+ | } | ||
+ | } | ||
+ | </code> | ||
+ | |||
==== 会话接起 ==== | ==== 会话接起 ==== | ||
行 561: | 行 639: | ||
} | } | ||
</code> | </code> | ||
+ | |||
行 604: | 行 683: | ||
"agent_queue": { | "agent_queue": { | ||
"id": 39005 //会话所属技能组ID | "id": 39005 //会话所属技能组ID | ||
- | } | ||
- | } | ||
- | } | ||
- | } | ||
- | </code> | ||
- | |||
- | ==== 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: | ||
- | |||
- | <code json> | ||
- | { | ||
- | "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 | ||
} | } | ||
} | } | ||
行 686: | 行 721: | ||
} | } | ||
</code> | </code> | ||
+ | |||
+ | ==== 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: | ||
+ | |||
+ | <code json> | ||
+ | { | ||
+ | "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 | ||
+ | } | ||
+ | } | ||
+ | } | ||
+ | } | ||
+ | </code> | ||
+ | |||
+ | 访客所属关联信息结构示例: | ||
+ | |||
+ | <code json> | ||
+ | # 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" | ||
+ | } | ||
+ | </code> | ||
+ | |||
+ | ==== 会话标签变更 ==== | ||
+ | |||
+ | 事件名称:ServiceSessionSummaryEven | ||
+ | |||
+ | 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", | ||
+ | "timestamp": 1472460726612, | ||
+ | "event": "ServiceSessionSummaryEvent", | ||
+ | "payload": { | ||
+ | "serviceSession": { | ||
+ | "id": "4fe1b496-90ac-4412-8f40-0f6a13cbfc4b", | ||
+ | "summary_category": [ | ||
+ | [ | ||
+ | { | ||
+ | "id": 555554, | ||
+ | "name": "待接入超时结束会话" | ||
+ | } | ||
+ | ], | ||
+ | [ | ||
+ | { | ||
+ | "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", | ||
+ | "type": "Agent" | ||
+ | }, | ||
+ | "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 ==== | ==== 满意度评价邀请 ==== | ||
行 763: | 行 962: | ||
} | } | ||
} | } | ||
- | } | ||
- | } | ||
- | </code> | ||
- | |||
- | ==== 访客来源事件 ==== | ||
- | |||
- | 事件名称:ServiceSessionAttributesCreateEvent | ||
- | |||
- | 触发条件:会话创建 | ||
- | |||
- | 消息内容示例: | ||
- | |||
- | <code json> | ||
- | { | ||
- | "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" //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 | ||
- | } | ||
- | ] | ||
- | } | ||
- | } | ||
- | </code> | ||
- | |||
- | 事件名称:ServiceSessionAttributesChangeEvent | ||
- | |||
- | 触发条件:会话来源修改 | ||
- | |||
- | 消息内容示例: | ||
- | |||
- | <code json> | ||
- | { | ||
- | "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 | ||
- | } | ||
- | ] | ||
} | } | ||
} | } | ||
</code> | </code> |