Chat (Async)
Using the Chat webhook, you can easily integrate VCC Live with another system to synchronize Chat data, including the entire Chat transcript. The webhook is triggered when an agent closes a chat.
Table of Contents
Request Object
| Name | Type | Comment |
|---|---|---|
| chatId | integer | Unique identifier of the chat conversation within the project. |
| projectId | integer | The ID of the project where the chat conversation is. |
| ticketId | integer | Unique identifier of the ticket within the project. |
| firstAgentName | string | The name of the first agent who handled the chat. |
| lastAgentName | string | The name of the last agent who handled the chat. |
| firstQueueName | string | The name of the first queue where the chat conversation was handled. |
| lastQueueName | string | The name of the last queue where the chat conversation was handled. |
| contactId | integer | Unique identifier of the customer record within the project. |
| entityId | integer | Unique identifier of the customer record within the project. |
| disposition | string | The outcome of the chat session. Possible values: – completed – lost – missed |
| platform | string | The platform from which the chat conversation was initiated |
| ipAddress | string | The IP address of the visitor who initiated the chat on the webchat channel |
| isSpam | integer | Indicates whether the chat conversation was marked as spam. |
| slaStatus | string | Indicates the status of the chat conversation compared to the SLA |
| conversation | object | Includes the entire chat transcript |
| clientData | object | Data about the ticket itself. |
Conversation object
| Name | Type | Comment |
|---|---|---|
| from | string | Indicates the sender of the message. |
| date | string | The date and time of sending the particular message |
| message | string | The chat message |
Client Data object
| Name | Type | Comment |
|---|---|---|
| phone1 | string | First phone number provided for the record |
| name | string | Name of the record |
| contacts | object | Contacts object, including contact data. |
This object can include additional data that was added by the users via VCC Live interface or API. Additional data elements are either in string or array format. In case the additional data element is an array, it includes the following attributes:
Sample Request Body
{
"chatId": 101,
"projectId": 130,
"firstAgentName": "Jane Smith",
"lastAgentName": "Jane Smith",
"firstQueueName": "Chat",
"lastQueueName": "Chat",
"ticketId": 35,
"contactId": 1220,
"entityId": 1814,
"disposition": "completed",
"platform": "webchat",
"conversation": [
{
"from": "Visitor",
"date": "2025-03-06T14:37:52+01:00",
"message": "hi"
},
{
"from": "Jane Smith",
"date": "2025-03-06T14:37:57+01:00",
"message": "hello"
},
{
"from": "Visitor",
"date": "2025-03-06T14:38:03+01:00",
"message": "Could you help me?"
},
{
"from": "Jane Smith",
"date": "2025-03-06T14:38:05+01:00",
"message": "Yes"
}
],
"ipAddress": "10.80.2.13",
"isSpam": 0,
"slaStatus": "answeredBeforeSLA",
"clientData": {
"name": "John Russell",
"phone1": "123456789",
"newfield7": [
23
],
"contact1_email": "[email protected]",
"automatic_record_closing": "",
"customerid": "987654321",
"direction": "",
"phone2": "123123123",
"phone3": "321321321",
"random": "value"
}
}
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