Service Cloud Voice Aura Toolkit API Conversation Events

Listen to events related to a conversation.

The following conversation events are available.

Event Name	Description
FLAG_RAISE	Sent when an agent, while communicating with a customer, quietly raises a flag to get help from a supervisor.
FLAG_LOWER	Sent when an agent or supervisor lowers a raised flag to cancel the request for supervisor help.
NOTE	Sent when an agent or supervisor sends a message without raising a flag. For example, an event is sent when a user jots down notes but doesn't raise a flag.
TRANSCRIPT	Sent when a new utterance is received by the transcription system.

To subscribe to an event, add a conversation event listener. For example, add the following event listener to subscribe to the TRANSCRIPT event:

1// Subscribe
2cmp.find('voiceToolkitApi')
3   .addConversationEventListener('TRANSCRIPT', conversationEventListenerFunc);
4
5// Unsubscribe
6cmp.find('voiceToolkitApi')
7   .removeConversationEventListener('TRANSCRIPT', conversationEventListenerFunc);

You can add multiple conversation event listeners. For example, you can add the following event listeners to subscribe to all the events related to raising and lowering flags:

1// Subscribe 
2cmp.find('voiceToolkitApi')
3     .addConversationEventListener('FLAG_RAISE', conversationEventListenerFunc);
4     .addConversationEventListener('FLAG_LOWER', conversationEventListenerFunc);
5
6// Unsubscribe cmp.find('voiceToolkitApi') 
7     .removeConversationEventListener('FLAG_RAISE', conversationEventListenerFunc);
8     .removeConversationEventListener('FLAG_LOWER', conversationEventListenerFunc);

When an event occurs, you receive a JSON payload that contains the event type, along with any relevant data. For instance:

1{
2    "type": "TRANSCRIPT",
3    "detail": {
4        "id": "3115b389-ab50-400e-b8ba-978b7ec51d7a"
5        "clientSentTimestamp": 1594944652299,
6        "serverReceivedTimestamp": 1594944652328,
7        "content":{
8            "formatType": "Text",
9            "text": "Hello"
10        },
11        "callId": "c5d93c19-e03b-44f8-85e6-a11f02e70c45",
12        "sender": {
13            "role": "Agent"
14        }
15    }
16}

The following table describes all the payload properties.

Property Name	Type	Description
`type`	string	The type of conversation event.
`detail`	object	Identifying information associated with this voice call event.
`detail.id`	string	Unique identifier for the message.
`detail.clientSentTimestamp`	number	The date and time (in UTC) when the client sent the content. Measured in milliseconds since the Unix epoch.
`detail.serverReceivedTimestamp`	number	The date and time (in UTC) when the server received the content. Measured in milliseconds since the Unix epoch.
`content`	object	Information about the content.
`content.formatType`	string	The content format type of the raised flag, note, or transcript. Possible value is “Text.”
`content.text`	string	The body text of the raised flag, note, or transcript.
`callId`	string	The unique ID of the voice call within the telephony system. For example, if the telephony system is Amazon Connect, this value is the contact ID.
`sender`	object	Information about the user whose action initiated the event.
`sender.role`	string	The role of the user whose action initiated the event. Possible values are "Agent" and "Supervisor".
`sender.displayName`	string	The name of the user whose action initiated the event.

Service Cloud Voice Implementation Guide

Service Cloud Voice Aura Toolkit API Conversation Events