Each conversation in Web1on1 is regarded as a continuous event stream: an un-terminated succession of individual events, ordered by the point in time at which each event occurred. Each event in this stream (things that we can observe occurring at a particular point in time) is called a Message.
To distinguish the various type of events occurring over the lifetime of a conversation, each Message specifies a type
The following twelve Message types can be seen in a conversation:
- chat: a regular chat message from a user, chatbot or contact (default message type).
- card: a card-shaped message from an agent or from a consumer.
- postback: a canned response for an action button from an agent or a consumer.
- mention: a comment left by the agent for an organization or another agent.
- tag: a command sent by the agent.
- search: a search command sent by the agent.
- command: a command sent by the agent.
- form: activation or de-activation of a form within the conversation's current category.
- field: a recording of a data result for a form field.
- results: a set of one or more results as completed and 'sent' by the agent.
- report: a set of one or more results as generated by a bot.
- status: a system-generated status triggered by the system.
Common and Type-based Message Attributes
When creating Messages in the conversation stream, the type determines which other Messages properties are relevant.
The following attributes may be specified for each type of Message:
- conversation - The ID of the conversation this Message belongs to. Required;
- type - The message type. Defaults to 'chat'.
- text - A text for the Message. Required.
- isBackchannel - Do not send to consumer, display in the backchannel stream in the UI.
- meta - A flat object of key-value pairs.
The following attributes are typically set by the system on Message creation:
- id - The unique ID of the Message;
- organization - the Organization owner of the Message;
- orgPath - the path to the organization;
- user - The User ID of the agent assigned to the conversation;
- contact - The Contact ID of the consumer represented in the conversation;
- slug - A unique URL path segment for the Message;
- url - The full path to the viewer for this Message;
- results - A list of containers for key/value pairs;
- updatedAt - Last modified date;
- createdAt - Creation date.
Type 'chat' Attributes
In addition to these attributes, a Message of type chat or card may contain:
- role - The role of the message sender in the conversation;
- contentType - The content-type of the message;
- items - A list of items
- actions - A list of action buttons
Types 'results' and 'reports' Attributes
Likewise, the results and report type Message may contain:
- results - A list of form result objects containing key/value pairs.