Message Kinds and Subkinds
Both agent and visitor messages and service messages within the Rox.Chat service are categorized into a number of kinds and subkinds.
Message Kinds
Each message in Rox.Chat has a kind, which is denoted as Kind. Numeric values are used in the database. String values are used in the API.
| Kind | Number value | String value | Description |
|---|---|---|---|
VISITOR |
1 |
visitor |
Message from a visitor. |
OPERATOR |
2 |
operator |
Message from an agent. |
FOR_OPERATOR |
3 |
for_operator |
Service message, only agent can see it. |
INFO |
4 |
info |
Service message. |
OPERATOR_BUSY |
9 |
operator_busy |
Message that the operator is busy. |
CONT_REQ |
10 |
cont_req |
Contact request. |
CONTACTS |
11 |
contacts |
Contacts. The message that comes after filling in the fields that appeared in the request_contacts event triggered by a message of kind cont_req. |
FILE_OPERATOR |
13 |
file_operator |
File from an agent |
FILE_VISITOR |
14 |
file_visitor |
File from a visitor |
FORM_RESPONSE |
15 |
form_response |
Message with submitted form data when integrating with Zendesk. With it comes JSON in the data field with the data of the filled form. |
OPERATOR_NOTE |
16 |
operator_note |
Agent npte (action operator_note). |
KEYBOARD |
17 |
keyboard |
A message from the Rox.Chat side with a set of buttons which the visitor can click. |
KEYBOARD_RESPONSE |
18 |
keyboard_response |
A message from the visitor side with the selected button in response to the keyboard. |
APPLE_CHAT |
19 |
apple_chat |
Messages from the Rox.Chat side to the visitor in Apple Messages for Business. |
APPLE_CHAT_RESPONSE |
20 |
apple_chat_response |
Response from a visitor to Apple Messages for Business to Rox.Chat messages. |
Message Subkinds
Messages may have an optional subKind attribute, but not all messages have a subkind. Does not have a numeric value. Stored in the JSON data field of the message.
| Subkind | Kind | Description |
|---|---|---|
fields_by_operator |
FOR_OPERATOR |
A message that the agent has changed the visitor's contact information. Agent has changed the visitor's contact info |
new-visited-page |
FOR_OPERATOR |
A message informing that the visitor has navigated to another page. The visitor clicked through to the page ... |
visitor-reopened-chat |
FOR_OPERATOR |
Message when a visitor re-opens the chat. The visitor reopened the dialog box |
visitor-closed-chat |
FOR_OPERATOR |
A message when a visitor closes a chat. The visitor closed the dialog box |
operator-joined |
INFO |
Messages about receiving a chat by an agent and transferring it to another agent. Agent {agent_name} has joined the conversation The dialog was passed to agent {agent_name} Agent {agent_name} has taken the request into processing |
chat-info-message |
FOR_OPERATOR |
A message with information about where the visitor came from. |
hello-message |
INFO |
A welcome message at the beginning of a dialog. |
operator_comment |
FOR_OPERATOR |
A message about an agent adding a comment. Agent {agent_name} added a comment: {comment} |
closure-warning |
INFO |
A message to close the chat soon with further inactivity. In case of further inactivity, the chat room will be closed |
message_sent |
FOR_OPERATOR |
A message about sending unread messages to the visitor's mailbox. Unread messages were sent to the visitor's e-mail {e-mail}. |
visitor-online-status |
FOR_OPERATOR |
Visitor status messages. The visitor has been placed in an offline status The visitor has been placed in an online status |