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Metadata

Interaction Lifecycle

Every WebChat interaction has a sequence of events we describe as the 'Interaction Lifecycle'. This is a sequence of events that tracks progress and choices from the beginning of an interaction (opening WebChat), to the end (closing WebChat), and every step in between.

The following events are part of the Interaction Lifecycle:

ready
opened
started
cancelled
submitted
completed
closed

Lifecycle Scenarios

An Interaction Lifecycle can vary based on each user's intent and experience with WebChat. Here are several sequences of events in the lifecycle that correspond to different scenarios.

The user opened WebChat but changed their mind and closed it without starting a chat session:

ready -> opened -> cancelled -> closed

The user started a chat session but ended it before an agent connected. Perhaps it was taking too long to reach someone:

ready -> opened -> started -> cancelled -> closed

The user started a chat, met with an agent, and the session ended normally:

ready -> opened -> started -> submitted -> completed -> closed
Tip
For a list of all WebChat events, see API Events.

Metadata

Each event in the Interaction Lifecycle includes the following block of metadata. By default, all values are set to false. As the user progresses through the lifecycle of a WebChat interaction, these values will be updated.

The metadata block contains boolean state flags, counters, timestamps, and elapsed times. These values can be used to track and identify trends or issues with chat interactions. During run-time, the metadata can help you offer a smart and dynamic experience to your users.

Reference

Name Type Description Introduced / Updated
proactive boolean Indicates this chat session was started proactively.
prefilled boolean Indicates the registration form was prefilled with info automatically.
autoSubmitted boolean Indicates the registration form was submitted automatically, usually after being prefilled.
coBrowseInitiated boolean Indicates that a Co-browse session was started at some point during the chat session.
filesUploaded integer Current number of files uploaded during chat session.
numAgents integer Current number of agents that have connected to the chat session.
userMessages integer Current number of messages sent by user.
agentMessages integer Current number of messages sent by agents.
systemMessages integer Current number of system messages received.
errors array/boolean An array of error codes encountered during chat session. If no errors, this value will be false.
form object An object containing the form parameters when the form is submitted. 9.0.002.06
opened integer (timestamp) Timestamp indicating when WebChat was opened.
started integer (timestamp) Timestamp indicating when chat session started.
cancelled integer (timestamp) Timestamp indicating when the chat session was cancelled. Cancelled refers to when a user ends a chat session before an agent connects.
completed integer (timestamp) Timestamp indicating when the chat session ended normally. Completed refers to when a user or agent ends a chat after an agent connected.
closed integer (timestamp) Timestamp indicating when WebChat was closed.
agentReached integer (timestamp) Timestamp indicating when the first agent was reached, if any.
supervisorReached integer (timestamp) Timestamp indicating when the first agent supervisor was reached, if any.
elapsed integer (milliseconds) Total elapsed time in milliseconds from when the user started the chat session to when the chat session ended.
waitingForAgent integer (milliseconds) Total time in milleseconds waiting for an agent from when the user started the chat session to when an agent connected to the session.


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This page was last modified on September 26, 2018, at 11:59.