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Bring Your Own Channel for CCaaS Outbound Event Reference
Partner integrations use the Pub/Sub API to subscribe to the custom platform event. There, they receive outbound messages from the rep in Salesforce and forward them to the customer.
Outbound events include diverse message entries and provide supplementary information related to the conversation entry. This event reference includes essential outbound events for partners to integrate, but a full event reference is available in GitHub: Outbound Custom Event Payloads.
Outbound Message Event
The outbound event with "entryType": "Message" provides outbound message content entered by the rep in Salesforce. To show outbound messages to the messaging end user, supporting this event type is required.
Outbound Message Event Sample Payloads
Salesforce supports a wide variety of payloads for format types and message types. Here are a few examples.
1{
2 "recipient": {
3 "appType": "custom",
4 "subject": "meu776",
5 "role": "EndUser"
6 },
7 "conversationIdentifier": "12831257-d663-4cdf-93f3-c92d0c80cd95",
8 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
9 "payload": {
10 "senderDisplayName": "OrgFarm E",
11 "identifier": "979fb89d-18f1-44b9-9cfd-384964172ab8",
12 "entryType": "Message",
13 "entryPayload": {
14 "entryType": "Message",
15 "id": "979fb89d-18f1-44b9-9cfd-384964172ab8",
16 "abstractMessage": {
17 "messageType": "StaticContentMessage",
18 "inReplyToMessageId": null,
19 "customHandlingType": null,
20 "id": "979fb89d-18f1-44b9-9cfd-384964172ab8",
21 "references": [],
22 "contentCategory": null,
23 "staticContent": {
24 "formatType": "Text",
25 "text": "hi"
26 }
27 },
28 "messageReason": null
29 },
30 "modality": "Messaging",
31 "sender": {
32 "appType": "agent",
33 "subject": "005fi700000hS5x",
34 "role": "Agent"
35 },
36 "recipients": {
37 "secondary": null,
38 "hidden": null,
39 "primary": null
40 },
41 "transcriptedTimestamp": 1772485941236,
42 "clientTimestamp": 1772485940994,
43 "clientDuration": 0
44 }
45}Payloads differ based on which capabilities you register for your integration.
1{
2 "recipient": {
3 "appType": "custom",
4 "subject": "dena2",
5 "role": "EndUser"
6 },
7 "conversationIdentifier": "20477fe8-02f9-4422-864b-e74d870be2b3",
8 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
9 "payload": {
10 "senderDisplayName": "OrgFarm E",
11 "identifier": "ae136cc3-346f-495d-9bd4-33e97d853345",
12 "entryType": "Message",
13 "entryPayload": {
14 "entryType": "Message",
15 "id": "ae136cc3-346f-495d-9bd4-33e97d853345",
16 "abstractMessage": {
17 "messageType": "StaticContentMessage",
18 "inReplyToMessageId": null,
19 "customHandlingType": null,
20 "id": "ae136cc3-346f-495d-9bd4-33e97d853345",
21 "references": null,
22 "contentCategory": null,
23 "staticContent": {
24 "formatType": "Text",
25 "text": "dfsdf\nhttps://orgfarm-4e487d01c2.demo.test1.file.pc-rnd.force.com/sfc/dist/version/download/?oid=00Dfi700000tWsD&ids=068fi700000DRNN&d=%2Fa%2Ffi70000002BV%2FN5a6eXqKi2kIXvRkHzAaAKsIKQPHzcZR_dadj_VSDDE&asPdf=false\n"
26 }
27 },
28 "messageReason": null
29 },
30 "modality": "Messaging",
31 "sender": {
32 "appType": "agent",
33 "subject": "005fi700000hS5x",
34 "role": "Agent"
35 },
36 "recipients": {
37 "secondary": null,
38 "hidden": null,
39 "primary": [
40 {
41 "identifier": "b858ec9c-382b-347f-a3ff-b5a361042698",
42 "displayName": "Guest",
43 "contact": "dena2"
44 }
45 ]
46 },
47 "transcriptedTimestamp": 1773084057462,
48 "clientTimestamp": 1773084057163,
49 "clientDuration": 0
50 }
51}1{
2 "eventType": "Interaction",
3 "messageType": "StaticContentMessage",
4 "channelAddressIdFieldVal": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
5 "replyMessageText": null,
6 "attachmentName": "sample_curl.txt",
7 "attachmentUrl": "https://orgfarm-4e487d01c2.demo.test1.file.pc-rnd.force.com/sfc/dist/version/download/?oid=00Dfi700000tWsD&ids=068fi7000008RW5&d=%2Fa%2Ffi70000002Mn%2FS9k05R70uqprYFnkFH1AqHT9vNPS352MOx8zc8h157c&asPdf=false",
8 "recipientUserName": "dena26",
9 "payloadField": {
10 "string": {
11 "recipient": {
12 "appType": "custom",
13 "subject": "dena26",
14 "role": "EndUser"
15 },
16 "conversationIdentifier": "13806bb4-acfb-4d81-a5c2-94717212e86d",
17 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
18 "payload": {
19 "senderDisplayName": "OrgFarm E",
20 "identifier": "85847482-43b4-40ff-84ad-188c7f3576f7",
21 "entryType": "Message",
22 "entryPayload": {
23 "entryType": "Message",
24 "id": "85847482-43b4-40ff-84ad-188c7f3576f7",
25 "abstractMessage": {
26 "messageType": "StaticContentMessage",
27 "inReplyToMessageId": null,
28 "customHandlingType": null,
29 "id": "85847482-43b4-40ff-84ad-188c7f3576f7",
30 "references": [
31 {
32 "recordId": "068fi7000008RW5",
33 "id": "751aa812-63ca-4ded-9bca-7883d2e1ddae"
34 }
35 ],
36 "contentCategory": null,
37 "staticContent": {
38 "formatType": "Attachments",
39 "text": null,
40 "attachments": [
41 {
42 "name": "sample_curl.txt",
43 "attachmentUploadResult": null,
44 "id": "a586bc75-97a1-4f75-8ba7-72fd49013861",
45 "mimeType": "text/plain",
46 "url": "https://orgfarm-4e487d01c2.demo.test1.file.pc-rnd.force.com/sfc/dist/version/download/?oid=00Dfi700000tWsD&ids=068fi7000008RW5&d=%2Fa%2Ffi70000002Mn%2FS9k05R70uqprYFnkFH1AqHT9vNPS352MOx8zc8h157c&asPdf=false",
47 "referenceId": "751aa812-63ca-4ded-9bca-7883d2e1ddae"
48 }
49 ]
50 }
51 },
52 "messageReason": null
53 },
54 "modality": "Messaging",
55 "sender": {
56 "appType": "agent",
57 "subject": "005fi700000hS5x",
58 "role": "Agent"
59 },
60 "recipients": {
61 "secondary": null,
62 "hidden": null,
63 "primary": [
64 {
65 "identifier": "15cf6a6b-fe9d-343b-afdd-776dfed3f225",
66 "displayName": "Guest",
67 "contact": "dena26"
68 }
69 ]
70 },
71 "transcriptedTimestamp": 1773088413656,
72 "clientTimestamp": 1773088413129,
73 "clientDuration": 0
74 }
75 }
76 },
77 "previewImageUrl": null,
78 "url": null,
79 "title": null
80}To support showing a Messaging end user when a rep starts and stops typing, see Configure Inbound Acknowledgments and Outbound Typing Indicators for Bring Your Own Channel for CCaaS or for Bring Your Own Channel for Messaging.
1{
2 "eventType": "Interaction",
3 "payload": {
4 "recipient": {
5 "appType": "custom",
6 "subject": "meu776",
7 "role": "EndUser"
8 },
9 "conversationIdentifier": "12831257-d663-4cdf-93f3-c92d0c80cd95",
10 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
11 "payload": {
12 "senderDisplayName": "OrgFarm E",
13 "identifier": "4ae9c868-8af6-46d9-bcfa-470ce0b3d31d",
14 "entryType": "TypingStartedIndicator",
15 "entryPayload": {
16 "entryType": "TypingStartedIndicator",
17 "id": "4ae9c868-8af6-46d9-bcfa-470ce0b3d31d",
18 "timestamp": 1772486272384
19 },
20 "modality": "Messaging",
21 "sender": {
22 "appType": "agent",
23 "subject": "005fi700000hS5x",
24 "role": "Agent"
25 },
26 "recipients": {
27 "secondary": null,
28 "hidden": null,
29 "primary": null
30 },
31 "transcriptedTimestamp": 1772486272610,
32 "clientTimestamp": 1772486272384,
33 "clientDuration": 0
34 }
35 }
36}1{
2 "eventType": "Interaction",
3 "payload": {
4 "recipient": {
5 "appType": "custom",
6 "subject": "meu776",
7 "role": "EndUser"
8 },
9 "conversationIdentifier": "12831257-d663-4cdf-93f3-c92d0c80cd95",
10 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
11 "payload": {
12 "senderDisplayName": "OrgFarm E",
13 "identifier": "a58816e7-7f9c-4cb0-bd93-fd9854826bf4",
14 "entryType": "TypingStoppedIndicator",
15 "entryPayload": {
16 "entryType": "TypingStoppedIndicator",
17 "id": "a58816e7-7f9c-4cb0-bd93-fd9854826bf4",
18 "timestamp": 1772486274361
19 },
20 "modality": "Messaging",
21 "sender": {
22 "appType": "agent",
23 "subject": "005fi700000hS5x",
24 "role": "Agent"
25 },
26 "recipients": {
27 "secondary": null,
28 "hidden": null,
29 "primary": null
30 },
31 "transcriptedTimestamp": 1772486274440,
32 "clientTimestamp": 1772486274361,
33 "clientDuration": 0
34 }
35 }
36}To support showing citations in an Agentforce Service Agent message, see Add Citations in Agent Responses for Bring Your Own Channel for CCaaS or for Bring Your Own Channel for Messaging.
1{
2 "recipient": {
3 "appType": "custom",
4 "subject": "testing-asa-citation-0001",
5 "role": "EndUser"
6 },
7 "conversationIdentifier": "b2a89043-0850-4b02-b7d1-f6222b3eb963",
8 "channelAddressIdentifier": "82f67da0-bacc-4748-8cd9-e3a2727f7202",
9 "payload": {
10 "senderDisplayName": "Agentforce Service Agent",
11 "identifier": "1772659199329-REQ-1",
12 "entryType": "Message",
13 "entryPayload": {
14 "entryType": "Message",
15 "id": "1772659199329-REQ-1",
16 "abstractMessage": {
17 "messageType": "StaticContentMessage",
18 "inReplyToMessageId": null,
19 "customHandlingType": null,
20 "id": "1772659199329-REQ-1",
21 "references": null,
22 "contentCategory": null,
23 "staticContent": {
24 "formatType": "Text",
25 "text": "To replace your iPhone battery, you can follow step-by-step instructions available on various platforms. Here are some options: 1. DIY Replacement: You can replace the battery yourself using DIY kits. Detailed instructions and comparisons of costs, savings, and time for different models can be found on here. 2. Professional Repair Shop: You can take your iPhone to a reputable repair shop.",
26 "citationContent": {
27 "citations": [
28 {
29 "citedReference": {
30 "citedReferenceType": "Link",
31 "link": {
32 "url": "https://www.example.com/Wiki/iPhone_Battery_Replacement"
33 },
34 "recordId": null,
35 "label": "https://www.example.com/Wiki/iPhone_Battery_Replacement"
36 },
37 "citedDetails": {
38 "citedDetailsType": "InlineMetadata",
39 "inlineMetadata": [
40 {
41 "claim": {
42 "claimStartOffset": 0,
43 "claimEndOffset": 309
44 },
45 "citedLocationOffset": 309
46 }
47 ]
48 }
49 },
50 {
51 "citedReference": {
52 "citedReferenceType": "Link",
53 "link": {
54 "url": "https://www.example.com/News/11220/3-ways-replace-iphone-battery"
55 },
56 "recordId": null,
57 "label": "https://www.example.com/News/11220/3-ways-replace-iphone-battery"
58 },
59 "citedDetails": {
60 "citedDetailsType": "InlineMetadata",
61 "inlineMetadata": [
62 {
63 "claim": {
64 "claimStartOffset": 309,
65 "claimEndOffset": 391
66 },
67 "citedLocationOffset": 391
68 }
69 ]
70 }
71 }
72 ]
73 }
74 }
75 },
76 "messageReason": null
77 },
78 "modality": "Messaging",
79 "sender": {
80 "appType": "chatbot",
81 "subject": "0XxSG000000W0kr",
82 "role": "Chatbot"
83 },
84 "recipients": {
85 "secondary": null,
86 "hidden": null,
87 "primary": null
88 },
89 "transcriptedTimestamp": 1772659207510,
90 "clientTimestamp": 1772659207457,
91 "clientDuration": 0
92 }
93}MessageUpdated Event
The MessageUpdated event signals whether an asynchronous file upload was successful or not in the attachmentUploadResult object. While not required, we recommend that partner integrations listen for and handle this event.
MessageUpdated Event Sample Payloads
1{
2 "recipient": {
3 "appType": "custom",
4 "subject": "dena5",
5 "role": "EndUser"
6 },
7 "conversationIdentifier": "3cbc496d-9dcd-487e-b0b2-f695db7c5b77",
8 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
9 "payload": {
10 "senderDisplayName": "Automated Process",
11 "identifier": "aa031a9d-f35c-4de0-bed6-417ed113ecf8",
12 "entryType": "MessageUpdated",
13 "entryPayload": {
14 "entryType": "MessageUpdated",
15 "id": "aa031a9d-f35c-4de0-bed6-417ed113ecf8",
16 "updatedMessage": {
17 "messageType": "StaticContentMessage",
18 "inReplyToMessageId": "b121d04b-39c5-42c8-9f64-5ec44e1c9c43",
19 "customHandlingType": null,
20 "id": "b121d04b-39c5-42c8-9f64-5ec44e1c9c43",
21 "references": [
22 {
23 "recordId": "068fi700000DiMb",
24 "id": "35f5ad29-399a-4316-b138-369714c8ce56"
25 }
26 ],
27 "contentCategory": null,
28 "staticContent": {
29 "formatType": "Attachments",
30 "text": "sdfsf",
31 "attachments": [
32 {
33 "name": "Screenshot 2026-02-04 at 4.06.15 PM.png",
34 "attachmentUploadResult": {
35 "resultType": "CompletedAttachmentUploadResult"
36 },
37 "id": "b121d04b-39c5-42c8-9f64-5ec44e1c9c43",
38 "mimeType": "image/png",
39 "url": "/sfc/servlet.shepherd/version/renditionDownload?rendition=PNG&versionId=068fi700000DiMb&operationContext=DELIVERY&contentId=05Tfi700000XBzB&page=0",
40 "referenceId": "35f5ad29-399a-4316-b138-369714c8ce56"
41 }
42 ]
43 }
44 }
45 },
46 "modality": "Messaging",
47 "sender": {
48 "appType": "conversation",
49 "subject": "005fi700000hYqX",
50 "role": "System"
51 },
52 "recipients": {
53 "secondary": null,
54 "hidden": null,
55 "primary": null
56 },
57 "transcriptedTimestamp": 1773161879434,
58 "clientTimestamp": 1773161879434,
59 "clientDuration": 0,
60 "parentId": ""
61 }
62}1{
2 "recipient": {
3 "appType": "custom",
4 "subject": "test1242311",
5 "role": "EndUser"
6 },
7 "conversationIdentifier": "045bcdd6-ede0-49f8-86bb-69878ec5ba11",
8 "channelAddressIdentifier": "d336cedd-1c08-45ba-81bb-aed6c133a236",
9 "payload": {
10 "senderDisplayName": "Automated Process",
11 "identifier": "3b6b843c-0fcd-446e-a70e-bddc20389d60",
12 "entryType": "MessageUpdated",
13 "entryPayload": {
14 "entryType": "MessageUpdated",
15 "id": "3b6b843c-0fcd-446e-a70e-bddc20389d60",
16 "updatedMessage": {
17 "messageType": "StaticContentMessage",
18 "inReplyToMessageId": "76776ef1-1dc7-48e4-8e30-8ec84c85021e",
19 "id": "76776ef1-1dc7-48e4-8e30-8ec84c85021e",
20 "staticContent": {
21 "formatType": "Attachments",
22 "text": "test smaller content length ",
23 "attachments": [
24 {
25 "name": "Screenshot 2025-02-27 at 1.54.58 PM.png",
26 "attachmentUploadResult": {
27 "resultType": "ErrorAttachmentUploadResult",
28 "errorMessage": "Error downloading file: 1790094797-341060 (818093790)",
29 "errorType": "InternalServerError"
30 },
31 "id": "76776ef1-1dc7-48e4-8e30-8ec84c85021e",
32 "mimeType": "application/octet-stream",
33 "url": "https://sdb6byo-dev-ed.develop.test1.my.pc-rnd.salesforce.com/img/conversation/spinner_120.png",
34 "referenceId": null
35 }
36 ]
37 }
38 }
39 },
40 "sender": {
41 "appType": "conversation",
42 "subject": "005SG000003Xsxa",
43 "role": "System"
44 },
45 "transcriptedTimestamp": 1741117720945,
46 "clientTimestamp": 1741117720945,
47 "clientDuration": 0
48 }
49}ParticipantChanged Event
Whenever a rep leaves or joins a conversation, a ParticipantChanged event fires. The event payload specifies whether it was a remove or add operation. Partners can build optional Messaging session clean up logic by consuming and handling these events.
ParticipantChanged Event Sample Payloads
1{
2 "eventType": "Interaction",
3 "payload": {
4 "recipient": {
5 "appType": "custom",
6 "subject": "dena1",
7 "role": "EndUser"
8 },
9 "conversationIdentifier": "1ff84ce1-0d98-448f-8630-65eb91abae4a",
10 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
11 "payload": {
12 "senderDisplayName": "Automated Process",
13 "identifier": "6bd987a2-573a-442f-b62c-65adc437748f",
14 "entryType": "ParticipantChanged",
15 "entryPayload": {
16 "entryType": "ParticipantChanged",
17 "id": "6bd987a2-573a-442f-b62c-65adc437748f",
18 "entries": [
19 {
20 "operation": "remove",
21 "menuMetadata": null,
22 "supportedModalities": null,
23 "participant": {
24 "appType": "agent",
25 "subject": "005fi700000hS5x",
26 "role": "Agent"
27 },
28 "displayName": "OrgFarm E"
29 }
30 ],
31 "activeModalities": ["Messaging"]
32 },
33 "modality": "Messaging",
34 "sender": {
35 "appType": "conversation",
36 "subject": "005fi700000hYqX",
37 "role": "System"
38 },
39 "recipients": {
40 "secondary": null,
41 "hidden": null,
42 "primary": null
43 },
44 "transcriptedTimestamp": 1772491823140,
45 "clientTimestamp": 1772491823140,
46 "clientDuration": 0
47 }
48 }
49}1{
2 "eventType": "Interaction",
3 "payload": {
4 "recipient": {
5 "appType": "custom",
6 "subject": "meu776",
7 "role": "EndUser"
8 },
9 "conversationIdentifier": "12831257-d663-4cdf-93f3-c92d0c80cd95",
10 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
11 "payload": {
12 "senderDisplayName": "Automated Process",
13 "identifier": "5aca071c-275d-4412-933c-2a4faf500d67",
14 "entryType": "ParticipantChanged",
15 "entryPayload": {
16 "entryType": "ParticipantChanged",
17 "id": "5aca071c-275d-4412-933c-2a4faf500d67",
18 "entries": [
19 {
20 "operation": "add",
21 "menuMetadata": null,
22 "supportedModalities": null,
23 "participant": {
24 "appType": "agent",
25 "subject": "005fi700000hS5x",
26 "role": "Agent"
27 },
28 "displayName": "OrgFarm E"
29 }
30 ],
31 "activeModalities": ["Messaging"]
32 },
33 "modality": "Messaging",
34 "sender": {
35 "appType": "conversation",
36 "subject": "005fi700000hYqX",
37 "role": "System"
38 },
39 "recipients": {
40 "secondary": null,
41 "hidden": null,
42 "primary": null
43 },
44 "transcriptedTimestamp": 1772485927971,
45 "clientTimestamp": 1772485927971,
46 "clientDuration": 0
47 }
48 }
49}RoutingRequested Event
If the integration uses partner-controlled routing (ConversationChannelDefinition.routingOwner is Partner), the RoutingRequested event tracks information for transfer or conference functionality. If a rep indicates that they want to transfer a messaging session or add another rep (conference), a RoutingRequested event fires. The payload indicates whether the rep chooses to route to another rep, queue, flow, or external contact.
To support transfer and conference for your integration, consuming the RoutingRequested event is required.
RoutingRequested Event Sample Payloads
1{
2 "eventType": "RoutingRequested",
3 "payload": {
4 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
5 "recipient": {
6 "appType": "custom",
7 "subject": "dena1",
8 "role": "EndUser"
9 },
10 "payload": {
11 "conversationIdentifier": "1ff84ce1-0d98-448f-8630-65eb91abae4a",
12 "routingParameters": {
13 "queueId": null,
14 "channelData": "{\"eventId\":\"5b909963-fca6-4597-8104-575d598d3e13\",\"routerParticipantSubject\":\"30a46511-5a5a-4b19-9320-a37a363fc43a\",\"routingType\":\"Transfer\",\"conversationId\":\"1ff84ce1-0d98-448f-8630-65eb91abae4a\"}",
15 "isTransfer": true,
16 "routingConfigId": null,
17 "userId": "id2",
18 "isFallbackOnPsrNotCreated": null,
19 "serviceChannelId": null,
20 "isEstimatedWaitTimeRequested": null,
21 "skillsList": [],
22 "botId": null,
23 "flowId": null,
24 "isScrt2": true,
25 "isUserRequired": true
26 },
27 "routingType": "Transfer",
28 "workRecordId": null
29 }
30 }
31}1{
2 "eventType": "RoutingRequested",
3 "payload": {
4 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
5 "recipient": {
6 "appType": "custom",
7 "subject": "dena1",
8 "role": "EndUser"
9 },
10 "payload": {
11 "conversationIdentifier": "1ff84ce1-0d98-448f-8630-65eb91abae4a",
12 "routingParameters": {
13 "queueId": "id21",
14 "channelData": "{\"eventId\":\"a5ab0ccf-4f3a-43b9-bc6c-e71c9a00b474\",\"routerParticipantSubject\":\"f94b9eab-1a1b-4516-97ba-dc25502c9b4a\",\"routingType\":\"Transfer\",\"conversationId\":\"1ff84ce1-0d98-448f-8630-65eb91abae4a\"}",
15 "isTransfer": true,
16 "routingConfigId": null,
17 "userId": null,
18 "isFallbackOnPsrNotCreated": null,
19 "serviceChannelId": null,
20 "isEstimatedWaitTimeRequested": null,
21 "skillsList": [],
22 "botId": null,
23 "flowId": null,
24 "isScrt2": true,
25 "isUserRequired": null
26 },
27 "routingType": "Transfer",
28 "workRecordId": null
29 }
30 }
31}1{
2 "eventType": "RoutingRequested",
3 "payload": {
4 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
5 "recipient": {
6 "appType": "custom",
7 "subject": "dena1",
8 "role": "EndUser"
9 },
10 "payload": {
11 "conversationIdentifier": "1ff84ce1-0d98-448f-8630-65eb91abae4a",
12 "routingParameters": {
13 "queueId": null,
14 "channelData": "{\"eventId\":\"057a82dd-46f6-4432-a77a-fc5558242ce6\",\"routerParticipantSubject\":\"a83b05ed-d0d3-4f9c-865e-6bd1bccc2281\",\"routingType\":\"Transfer\",\"conversationId\":\"1ff84ce1-0d98-448f-8630-65eb91abae4a\"}",
15 "isTransfer": true,
16 "routingConfigId": null,
17 "userId": null,
18 "isFallbackOnPsrNotCreated": null,
19 "serviceChannelId": null,
20 "isEstimatedWaitTimeRequested": null,
21 "skillsList": [],
22 "botId": null,
23 "flowId": "300fi700004Y4VEAA0",
24 "isScrt2": true,
25 "isUserRequired": null
26 },
27 "routingType": "Transfer",
28 "workRecordId": null
29 }
30 }
31}1{
2 "eventType": "RoutingRequested",
3 "payload": {
4 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
5 "recipient": {
6 "appType": "custom",
7 "subject": "dena1",
8 "role": "EndUser"
9 },
10 "payload": {
11 "conversationIdentifier": "1ff84ce1-0d98-448f-8630-65eb91abae4a",
12 "routingParameters": {
13 "queueId": null,
14 "channelData": "{\"eventId\":\"c0315254-ea15-44e2-9778-4b4e5b221f48\",\"routerParticipantSubject\":\"80577900-eb4c-4108-a545-74e7127fc65e\",\"routingType\":\"Transfer\",\"conversationId\":\"1ff84ce1-0d98-448f-8630-65eb91abae4a\"}",
15 "isTransfer": true,
16 "routingConfigId": null,
17 "userId": "id41",
18 "isFallbackOnPsrNotCreated": null,
19 "serviceChannelId": null,
20 "isEstimatedWaitTimeRequested": null,
21 "skillsList": [],
22 "botId": null,
23 "flowId": null,
24 "isScrt2": true,
25 "isUserRequired": true
26 },
27 "routingType": "Transfer",
28 "workRecordId": null
29 }
30 }
31}RoutingResult Event
If the integration uses partner-controlled routing (ConversationChannelDefinition.routingOwner is Partner), the RoutingResult event tracks results of routing requests for transfer or conference. If a rep requests a transfer or conference, the partner system has 60 seconds to finish routing. If routing finishes within 60 seconds, partners call the Track Routing Status of a Conversation API (POST /api/v1/routingResult) with success or failure. If the partner system doesn‘t finish routing within 60 seconds, the routing request times out, and the RoutingResult event with error details fires.
To support canceling in progress or incomplete routing for transfer and conference, consuming the RoutingResult event is required.
Sample RoutingResult Event Payload
1{
2 "eventType": "Interaction",
3 "payload": {
4 "recipient": {
5 "appType": "custom",
6 "subject": "dena1",
7 "role": "EndUser"
8 },
9 "conversationIdentifier": "1ff84ce1-0d98-448f-8630-65eb91abae4a",
10 "channelAddressIdentifier": "ffb90fa9-b541-4f18-82f6-3e6d7372ffd6",
11 "payload": {
12 "senderDisplayName": "Automated Process",
13 "identifier": "9ffe8b4e-dfb7-40dd-9d4c-156d1b398d94",
14 "entryType": "RoutingResult",
15 "entryPayload": {
16 "entryType": "RoutingResult",
17 "id": "9ffe8b4e-dfb7-40dd-9d4c-156d1b398d94",
18 "workOwnerId": null,
19 "estimatedWaitTime": null,
20 "initiator": null,
21 "recordId": null,
22 "errorMessages": ["Routing request timed out."],
23 "pendingServiceRoutingId": null,
24 "skipRouterCPRemovalIfNoRoutingFailures": false,
25 "routingType": "Transfer",
26 "failureReason": null,
27 "failureType": "RoutingError",
28 "isExternallyRouted": true,
29 "cancelReason": null,
30 "routingConfigurationDetails": null
31 },
32 "modality": "Messaging",
33 "sender": {
34 "appType": "conversation",
35 "subject": "005fi700000hYqX",
36 "role": "System"
37 },
38 "recipients": {
39 "secondary": null,
40 "hidden": null,
41 "primary": null
42 },
43 "transcriptedTimestamp": 1772490220184,
44 "clientTimestamp": 1772490219768,
45 "clientDuration": 0
46 }
47 }
48}See Also
- GitHub: Outbound Custom Event Payloads
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