Status Messages

Messages of type status are little status notifications in the UI to indicate something happened in the background. They are only visible in the UI up to an hour ago.

Request: POST /v2/conversations/590bd49f458b716046347f47/messages

{
    "type": "status",
    "text": "Message was forwarded"
}

System Delivery Statuses

The system itself creates status messages in conversations, when one or more workflow rules are triggered, with the text Notifications Delivered or Notifications Undeliverable.

When an inbound message arrives in a closed or already queued conversations, each organization-level workflow will run. Depending on delayed rules in the workflows, several delivery notifications may be included in the conversation as status messages.

The message.meta object of the delivery notification shows the state of the conversation when the inbound message was routed. It reports the team inboxes (meta.channels) that users were subscribed to, and team inboxes for which no members were active (meta.channelsOffline).

Meta properties

• status: the conversation status (queued, active or closed)
• channels Any team inboxes that were notified (had agents online). This list is empty for "Notifications Undeliverable" statuses.
• channelsOffline Team inboxes that would have been notified if agents had been online. Note: the notification does show up when an agent subscribes to the inbox (unless the conversation was accepted from another inbox first).
• users Users that received an inbox alert for this message
• usersOffline Offline users for whom the conversation was added to their personal inbox.
• isTask Inbound consumer messages (isTask: false) are taken out of channels on first acceptance. Inbox notifications by bots and agents are assigned to and have to be accepted from the targeted channel.
• workflow Id of the routing workflow.
• rule Name of the routing rule
• origin ID of the message that triggered the workflow.

Notifications Delivered

Based on the set of routing rules, one or more team inboxes or personal user inboxes could succesfully be notified of the inbound contact message.

Example (only relevant fields shown):

Request: GET /v2/conversations/590bd49f458b716046347f47/messages?type=status

[
    {
        ...common message properties...
        "type": "status",
        "text": "Notifications Delivered",
        "role": "system",
        "meta": {
            "status": "active",
            "channels": [
                "5d01e2404bc19c256622ad10"
            ],
            "channelsOffline": [],
            "users": [],
            "usersOffline": [],
            "isTask": true,
            "workflow": "5e6a51e65f5fb40015340a24",
            "rule": "Agent to HQ",
            "origin": "619fc39a757fc90046b992cb"
        }
    }
]

Notifications Undeliverable

None of the rules matched conditions that resulted in a realtime inbox notification; all agents are offline for the targeted inboxes.

Example:

Request: GET /v2/conversations/590bd49f458b716046347f47/messages?type=status

[
    {
        ...common message properties...
        "type": "status",
        "text": "Notifications Undeliverable",
        "role": "system",
        "meta": {
            "status": "active",
            "channels": [],
            "channelsOffline": [
                "5f855fa14403dd001e0c49af"
            ],
            "users": [],
            "usersOffline": [],
            "isTask": true,
            "workflow": "5f855fa14403dd001e0c49b3",
            "rule": "Results to task channel",
            "origin": "61a09ba8bb1ff20040387f35",
            "delivered": false
        }
    }
]

.