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Salesforce 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 a rep, while communicating with a customer, quietly raises a flag to get help from a supervisor.
FLAG_LOWER	Sent when a rep or supervisor lowers a raised flag to cancel the request for supervisor help.
NOTE	Sent when a rep 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.
INTELLIGENCE_SIGNAL	Sent when a new intelligence signal is received. This event isn't supported in Salesforce Voice (Native Telephony).

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 the payload properties for the FLAG_RAISE, FLAG_LOWER, NOTE, and TRANSCRIPT events:

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.
`voiceCallId`	string	Unique identifier of the Salesforce voice call in which a rep raised or lowered the flag. For transferred calls, the new call segment has a different voiceCallId from the original call.

The following table describes the payload properties for the INTELLIGENCE_SIGNAL event:

This event isn't supported in Salesforce Voice (Native Telephony).

Note

Property Name	Type	Description
`type`	string	The type of conversation event.
`detail`	object	Identifying information associated with this voice call event.
`detail.events`	string	A piece of signal data generated in real time from a voice call between a rep and end user. Events must be sorted in chronological ascending order by startTime. For example, the following snippet displays a piece of signal data. See detail.events.
`event.service`	number	The intelligence source of the events. Possible values are: AmazonConnectContactLens
`event.type`	number	The signal type of the event. Possible values are: IntelligenceSignal__Category
`event.value`	object	The value of the signal generated in real time by the telephony vendor. For example, this could be a Contact Lens rule defined in Amazon Connect.
`event.startTime`	string	The date and time (in UTC) when this event started. Measured in milliseconds since the Unix epoch.
`event.endTime`	string	The date and time (in UTC) when this event ended. Measured in milliseconds since the Unix epoch.
`event.score`	string	The confidence score for the intelligence signal within the range of 1 and 1000, with 1000 being the highest level of confidence.

detail.events

1{
2"type": "IntelligenceSignal__Category",
3"value": "CustomerAngry",
4"startTime": 1573503450
5}

Salesforce Voice with Telephony Providers Implementation Guide

Salesforce Voice Aura Toolkit API Conversation Events

detail.events