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Configure onMessageCreate

When a message is posted, either by the agent or user, the onMessageCreate event is invoked and the registered callback method is executed.

Subscribe to the onMessageCreate event and register the callback by using the following sample manifest.json content.

manifest.json
"events": {
  "onMessageCreate": {
    "handler": "onMessageCreateCallback"
  }
}

Define the corresponding callback by using the following sample server.js content:

server.js
exports = {
  onMessageCreateCallback: function(payload) {
    console.log("Logging arguments from onMessageCreate event: " + JSON.stringify(payload));
  }
}

Attributes of the data object

  • actorobject

    Details of the entity that posted the message.

    • avatarobject

      Image associated with the actor.

      • urlstring

        Link from which the image is fetched.

    • emailstring

      Email of the actor.

    • first_namestring

      First name of the actor.

    • idstring

      Identifier associated with the actor, either the user_id or agent_id.

    • last_namestring

      Last name of the actor.

    • phonestring

      Phone number of the actor.

    • typestring

      Descriptive identifier of the entity who posted the message.

      Possible values (enum): agent, user

  • associationsobject

    Associated objects related to the message object.

    • channelobject

      Details of the topic under which the message is posted.

      • enabledboolean

        Specifies whether all users can post messages under the topic.

        Possible values: true, false

      • iconimage object

        Pictorial representation of the topic.

        • urlstring

          Link from which the image is fetched.

      • idstring

        Identifier of the topic under which the message is posted.

      • namestring

        Meaningful description of the topic. For example: Support, Billing.

      • publicboolean

        Specifies whether all users can post messages under the topic.

        Possible values: true, false

      • tagsarray of strings

        Labels with which topics are tagged for different users.

      • updated_timestring

        Timestamp of when the topic is last updated, specified in the UTC format.

      • welcome_messageobject

        Message that sets context about the purpose of the channel.

    • groupobject

      Details of the group to which the conversation is assigned for resolution.

      • descriptionstring

        Meaningful definition that specifies the purpose of the group.

      • idstring

        Identifier of the group from which an agent has replied to the user message.

      • namestring

        Descriptive identifier of the group.

      • routing_typestring

        Specifies whether group members can accept auto-assigned conversations.

        Possible values: Intelliassign, Disabled

    • usersobject

      Details of the user who posted the message or to whom the message is posted.

      • avatarimage object

        Image associated with the user.

        • urlstring

          Link from which the image is fetched.

      • created_timestring

        Timestamp of when the user information is created, specified in the UTC format.

      • emailstring

        Email address of the user.

      • first_namestring

        Business name of the user.

      • idstring

        Identifier of the user. This is an auto-generated value.

      • last_namestring

        Last name of the user.

      • phonestring

        Phone number of the user.

      • propertiesarray of property objects

        Custom properties for additional user information. This attribute contains custom property names and the corresponding values, as a valid JSON object of key (custom property name)-value (custom property’s value) pairs.

        • namestring

          Name of the custom property.

        • valuestring

          Value of the custom property.

      • reference_idstring

        Identifier of external references, such as email or phone number, input by the user.

  • messageobject

    Details of the message that triggered the onMessageCreate event.

    • app_idstring

      Alias of the Freshworks account ID.

    • assigned_group_idstring

      Identifier of the group to which the conversation is assigned for resolution.

    • assigned_timestring

      Timestamp of when the conversation is assigned to an agent or a group, specified in the UTC format.

    • channel_idstring

      Identifier of the topic under which the message that triggered onMessageCreate is posted.

    • conversation_idstring

      Identifier of the conversation object. This is an auto-generated value.

    • created_timestring

      Timestamp of when the conversation is created, specified in the UTC format.

    • messagesarray of messages objects

      Messages that constitute the conversation.

      • actor_idstring

        Identifier of the entity who posted the message that triggered the onMessageCreate event.

      • actor_typestring

        Descriptive identifier of the entity who posted the message. Possible values: user, agent

      • app_idstring

        Alias of the Freshworks account ID.

      • channel_idstring

        Identifier of the topic under which the message is posted. This is an auto-generated value.

      • conversation_idstring

        Identifier of the conversation object. This is an auto-generated value.

      • created_timestring

        Timestamp of when the message is created, specified in the UTC format.

      • message_partsarray of message_part objects

        Message stored as different parts - plain text, images, url buttons, a combination of text and image, or a combination of text, image, and url buttons. Only one attribute should be present in the message_part object.

        • collectionarray of objects

          Combinations of text, image, url_button, and quick_reply_button.

        • imageobject

          Image part of the message in the conversation.

          • urlstring

            Location of the image file.

        • textobject

          Text part of the message in the conversation.

          • contentstring

            Actual content of the text message.

        • quick_reply_buttonobject

          Key value pairs containing the custom_reply_text and label.

          • Custom_reply_textstring

            Custom text that is used as a reply text.

          • labelstring

            Label on the button that is used to give a quick reply.

        • url_buttonobject

          Links in the message.

          • urlstring

            The hyperlink that is accessed by clicking the corresponding label.

          • labelstring

            Text (in the message) that is used as the connector to the hyperlink.

          • targetstring

            Specifies where the link is opened. If the value is _self, the link is opened within the conversation widget. If the value is _blank, the link is opened in a new tab.

            Possible values (enum): _self, _blank

            Default value: _blank

      • message_typestring

        Descriptive identifier specifying the type of message.

        Possible values: normal, private

    • reopened_timestring

      Timestamp of when the conversation is reopened, specified in the UTC format.

    • response_due_typestring

      Priority assigned to the conversation.

      Possible values: First Response Due, No Response Due, Response Due

    • statusstring

      Status of the conversation.

      Possible values: new, resolved, assigned.

    • user_idstring

      Identifier of the user who posted the message or to whom the message is posted. This is an auto-generated value.