Post events for virtual task assistants
Stay organized with collections Save and categorize content based on your preferences.

The agent adapter can use the browser's postMessage() API to send events to the parent iFrame. These events can be consumed by Javascript in your parent iFrame and used to take various actions in your custom CRM implementation. To do this, your application needs to listen to the MessageEvent in the parent window. Based on the events, your application can trigger actions such as opening a ticket tab for a specific session ID. Both the call adapter and chat adapter have specific events that can be used to enhance the CRM capabilities.

"Contact Center AI Platform supports the following virtual task assistant events:"

Virtual task assistant joined
Virtual task assistant left
Virtual task assistant custom session variables received

For a complete list of post events related to agent adapters, refer to Agent adapters.

Virtual task assistant joined

This event is passed when the virtual task assistant joins a session.

Data Fields

call_id. The identifier for a voice (IVR) session.
chat_id. The identifier for a web or mobile chat session.
campaign_id: The identifier for a campaign call.
campaign_name: The name of the campaign.
virtual_agent_id: The identifier for a virtual task assistant.
virtual_agent_name: The name of the virtual task assistant.
participant_id: The participant identifier for the virtual task assistant.
queue_id: The identifier for the queue that the session originated from. This identifier is included only when the session originates from a queue.
queue_path: The path of the queue that the session originated from. This identifier is included only when the session originates from a queue.
queue_language_id: The language of the queue that the session originated from. This identifier is included only when the session originates from a queue.
session_type: The type of session—for example, messaging inbound through web chat.
conversation_id: The identifier for virtual agent sessions that use conversation profiles.
session_id: The identifier for virtual agent sessions that don't use conversation profiles.
timestamp: The date and time of an event.
data_parameters: The variables configured in the CCAI Platform portal and sent to the virtual task assistant.

Payload sample

{
 "type": "Task_VA_Joined",
 "data": {
   "chat_id": 103646,
   "campaign_id": 1432,// omitted if not available
   "campaign_name": "Survey Movie", // omitted if not available
   "virtual_agent_id": 1,
   "virtual_agent_name": "name",
   "participant_id": 1,
   "queue_id": 8469, // omitted if not available
   "queue_path": "Developers / James", // omitted if not available
   "queue_language_id": "en", // omitted if not available
   "session_type": "Messaging Inbound (SMS)",
   "conversation_id": "12345",
   "session_id": "78534G4RT4284", // omitted if not available
   "timestamp": "1727853575",
   "data_parameters": {
     "param1": "one",
     "param2": "two"
   }
 }
}

Virtual task assistant left

This event is passed when the virtual task assistant leaves the session.

Data fields

call_id. The identifier for a voice (IVR) session.
chat_id. The identifier for a web or mobile chat session.
campaign_id: The identifier for a campaign call.
campaign_name: The name of the campaign.
virtual_agent_id: The identifier for a virtual task assistant.
virtual_agent_name: The name of the virtual task assistant.
participant_id: The participant identifier for the virtual task assistant.
queue_id: The identifier for the queue that the session originated from. This identifier is included only when the session originates from a queue.
queue_path: The path of the queue that the session originated from. This identifier is included only when the session originates from a queue.
queue_language_id: The language of the queue that the session originated from. This identifier is included only when the session originates from a queue.
session_type: The type of session—for example, messaging inbound through web chat.
conversation_id: The identifier for virtual agent sessions that use conversation profiles.
session_id: The identifier for virtual agent sessions that don't use conversation profiles.
timestamp: The date and time of an event.
finish_reason: The finish reason when the virtual agent session ends.
data_parameters: The variables configured in the CCAI Platform portal and sent to the virtual task assistant.
captured_variables: The session variables captured by the virtual task assistant.

Payload sample

{
 "type": "Task_VA_Left",
 "data": {
   "chat_id": 103646,
   "campaign_id": 1432, // omitted if not available
   "campaign_name": "Survey Movie", // omitted if not available
   "virtual_agent_id": 1,
   "virtual_agent_name": "name",
   "participant_id": 1,
   "queue_id": 8469, // omitted if not available
   "queue_path": "Developers / James", // omitted if not available
   "queue_language_id": "en", // omitted if not available
   "session_type": "Messaging Inbound (SMS)",
   "conversation_id": "12345",
   "session_id": "78534G4RT4284", // omitted if not available
   "timestamp": "1727853575",
   "finish_reason": "Task VA failed", // Finish reason passed when the VTA session ends 
   "data_parameters": {
     "param1": "one",
     "param2": "two"
   },
   "captured_variables": [
     {
       "intent_name": null,
       "variables": {
           "testkey": "testvalue"
       },
       "captured_at": "2024-11-15 16:46:31 UTC",
       "timestamp": "1727853575"
     },
     {
       "intent_name": null,
       "variables": {
           "testkey2": "testvalue2"
       },
       "captured_at": "2024-11-15 16:46:31 UTC",
       "timestamp": "1727853575"
     }
   ]
 }
}

Virtual task assistant session variables received

This is be passed when the virtual task assistant sends a custom session variable payload.

Data Fields

call_id. The identifier for a voice (IVR) session.
chat_id. The identifier for a web or mobile chat session.
campaign_id: The identifier for a campaign call.
campaign_name: The name of the campaign.
virtual_agent_id: The identifier for a virtual task assistant.
virtual_agent_name: The name of the virtual task assistant.
queue_id: The identifier for the queue that the session originated from. This identifier is included only when the session originates from a queue.
queue_path: The path of the queue that the session originated from. This identifier is included only when the session originates from a queue.
queue_language_id: The language of the queue that the session originated from. This identifier is included only when the session originates from a queue.
session_type: The type of session—for example, messaging inbound through web chat.
conversation_id: The identifier for virtual agent sessions that use conversation profiles.
session_id: The identifier for virtual agent sessions that don't use conversation profiles.
timestamp: The date and time of an event.
data_parameters: The variables configured in the CCAI Platform portal and sent to the virtual task assistant.
captured_variables: The session variables captured by the virtual task assistant.

Payload Sample

{
 "type": "Task_VA_Variables_Received",
 "data": {
   "chat_id": 103646,
   "campaign_id": 1432, // omitted if not available
   "campaign_name": "Survey Movie", // omitted if not available
   "virtual_agent_id": 1,
   "virtual_agent_name": "name",
   "participant_id": 1,
   "queue_id": 8469, // omitted if not available
   "queue_path": "Developers / James", // omitted if not available
   "queue_language_id": "en", // omitted if not available
   "session_type": "Messaging Inbound (SMS)",
   "conversation_id": "12345",
   "session_id": "78534G4RT4284", // omitted if not available
   "timestamp": "1727853575",
   "data_parameters": {
     "param1": "one",
     "param2": "two"
   },
   "captured_variables": [
     {
       "intent_name": null,
       "variables": {
           "testkey_1": "testvalue"
       },
       "captured_at": "2024-11-15 16:46:31 UTC",
       "timestamp": "1727853575"
     },
     {
       "intent_name": null,
       "variables": {
           "testkey_2": "testvalue2"
       },
       "captured_at": "2024-11-15 16:46:31 UTC",
       "timestamp" : "1727853575"
     }
   ]
 }
}

Dialogflow payload for custom session variables

The Dialogflow custom session variable payload supports virtual task assistant post events.

The properties that are available in the customer session variable payload include the following:

capture_type:event: Indicates that the values returned in the customer session variable payload must be passed in the virtual task assistant post events.
invisible_to_adapter_events. The values of the keys specified in this property must be excluded from the virtual task assistant post events.

Payload sample

{
 "ujet": {
   "session_variable": {
     "payload": {
       "key_two": "$session.params.favfood",
       "key_three": "$session.params.budget",
       "key_one": "$session.params.location",
       "key_four": "$session.params.startdate",
       "key_five": "$session.params.enddate"
     },
     "capture_type": [
       "comment",
       "agent",
       "event"
     ],
     "capture_target": "payload",
     "invisible_to_agent": [
       "key_one",
       "key_two"
     ],
     "invisible_to_adapter_events": [
       "key_three",
       "key_two"
     ]
    }
  }
}

Post events for virtual task assistants Stay organized with collections Save and categorize content based on your preferences.

Virtual task assistant joined

Virtual task assistant left

Virtual task assistant session variables received

Dialogflow payload for custom session variables

Post events for virtual task assistants
Stay organized with collections Save and categorize content based on your preferences.