Engagement Window Events – Live Assist for 365 Support

Overview

This document outlines all the events published on the brand’s page by the Live Assist Tag. These events provide customers transparency into the engagement and engagement window display flow, as well as a way to customize and act upon the obtained data. For example, a brand can hide an embedded div content only if the embedded engagement is displayed.

How to use Live Assist Tag Events

To listen to an event you can either:

Call lpTag.events.bind method with the appName, eventName and your callback function.
Code sample: lpTag.events.bind(appName, eventName, callbackFunction);
Call lpTag.events.bind method with an object configuration. This option includes more options. Code sample:


lpTag.events.bind({
    eventName : "EVENTNAME", 
    appName : "APPNAME", 
    func: callbackFunction,
    context: callbackFunctionExecutionContext,  
    async: true, //default is false,
    triggerOnce : true
    });

Properties

Optional

Name	Description	Type	Required	Notes
eventName	The name of the event.	string	Required
appName	The name of the app that creates the event. If you do not know the name of the app, you can leave the default value to receive events from all apps.	string	Optional	Default: "*".
func	The callback function when the event is triggered.	Function	Required
context	The object which is the execution context of the function. Useful if you rely on context ("this") in your code.	Object	Optional	Default: null.
async	When set to yes, the callback will be triggered when there is free CPU time. This option is recommended when there is heavy procession to run, in order to avoid freezing the UI.	Boolean	Optional	Default: false.
triggerOnce	When set to yes, your callback will unbind after it is called once.	Boolean	Optional	Default: false.

Callback
The callback function that you define will be passed event data and event information as two separate objects.

Event Information object structure:

{
        eventName: "MYEVENT",
        appName: "TRIGGERINGAPP"
   }

The event data object will vary depending on the event that you are binding to.

Callback Function example:

The example below prints the event data and event info:

function processThis(data, eventInfo){
     if(window.console && window.JSON){
            console.log(JSON.stringify(data) + " triggered by: " +  JSON.stringify(eventInfo));
        }
     }

//Use the above "processThis" callback to print event data and info to the console
lpTag.events.bind("lp_sdes", "VAR_ADDED", processThis);

Events

Visitor Flow Events

These events include monitoring and decision events.

VAR_ADDED

This event is triggered when an Engagement Attribute (SDE) is reported.

Event Information

Name	Value
eventName	"VAR_ADDED"
appName	"lp_sdes"

Event Properties

Name	Description	Type / Value
	The SDE JSON	JSON

Example (Transaction Engagement Attribute):

{
       "type": "cart", //MANDATORY
       "total": 11.7, //TOTAL CART VALUE
       "numItems": 6, //NUMBER OF ITEMS IN CART
       "products": [{  //ARRAY OF PRODUCTS
           "product": {
           "name": "prod1", //PRODUCT NAME
           "category": "category", //PRODUCT CATEGORY NAME
           "sku": "sku", //PRODUCT SKU OR UNIQUE IDENTIFIER
           "price": 7.8 //PRODUCT PRICE
           }, "quantity": 1 //NUMBER OF PRODUCTS
       }]
  }

MONITORING_STATE

This event is triggered when monitoring starts and/or when its state is changed.

Event Information

Name	Value
eventName	"MONITORING_STATE"
appName	"lp_SMT"

Event Properties

Name	Description	Type / Value
active	The monitoring state.	Boolean

Example:

{
   active: true/false
}

Engagement Events

These are engagement-related events, including rendering, display and interactions with the engagement.

START

This event is triggered when the flow to display the engagement has started.

Event Information

Name	Value
eventName	"START"
appName	"LP_OFFERS"

Event Properties

Name	Description	Type / Value	Notes
contexts	The engagement and page context ID (impression ID) in the current monitored session.	Array of Objects	Example: [ {"EngagementContext":{"id": "1"}}, {"pageContext":{"id":"173828"}} ]
campaignId	The engagement’s campaign ID.	ALPHA_NUMERIC
engagementId	The engagement ID.	ALPHA_NUMERIC
engagementRevision	The engagement revision.	ALPHA_NUMERIC
engagementType	The engagement format.	Numeric	Available values: 0: "Peeling corner", 1: "Overlay", 2: "Toaster", 3: "Slide-out", 5: "Embedded", 6: "Sticky"
contextId	The engagement context ID (engagement impression ID) in the current monitored session.	ALPHA_NUMERIC
zoneId	Internal. The engagement zone ID.	ALPHA_NUMERIC
state	The agent's state	Numeric	Available values: 1 - online, 2 – offline, 4 - busy
confKey	Internal. CampaignId + EngagementId + Revision.	string
tglName	Internal. The engagement format description.	string
done	If the configuration has finished loading.	Boolean
engagementName	The engagement name as defined in Live Assist UI.	string

Example:

{
    "contexts": [
        {"EngagementContext": {
                "id": "1"
            }
        },
        {"pageContext": {
                "id": "1738225948"
            }
        }
    ],
    "campaignId": 210599710,//The campaign Id
    "engagementId": 210600710,//The engagement Id
    "engagementRevision": 18,//The revision we are going to show
    "engagementType": 3,//The engagement type
    "contextId": "1",//The context (instance in memory on the backend)
    "zoneId": 471288710, //The zone this is on
    "state": 2, //The current state of the agents (online, offline, busy) , to set the display state 
    "confKey": "210599710_210600710_18",
    "tglName": "slider" //The taglet that needs to be downloaded
    "done": true, //If the configuration has finished loading
    "engagementName": "Slide-out chat button" //The description of the engagement
}

OFFER_DISPLAY

This event is triggered when the engagement has been rendered and is going to be displayed on the page.

Event Information

Name	Value
eventName	"OFFER_DISPLAY"
appName	"LP_OFFERS"

Event Properties

See START event.

Example:

{
    "contexts": [
        {"EngagementContext": {"id": "2"}},
        {"pageContext": {"id": "1738225948"}}
    ],
    "campaignId": 248955910,//The campaign Id
    "engagementId": 248956110,//The engagement Id
    "engagementRevision": 14,//The revision we are going to show
    "engagementType": 6,//The engagement type
    "contextId": "2",//The context (instance in memory on the backend)
    "zoneId": 471288510,//The zone this is on
    "state": 2,//The current state of the agents (online, offline, busy) , to set the display state
    "confKey": "248955910_248956110_14",
    "tglName": "overlay",//The taglet that was downloaded
    "done": true,//If the configuration has finished loading
    "engagementName": "Mine"//The description of the engagement
}

OFFER_IMPRESSION

This event is triggered when the engagement has been displayed on the page.

Event Information

Name	Value
eventName	"OFFER_IMPRESSION"
appName	"LP_OFFERS"

Event Properties

See START event.

OFFER_CLICK

This event is triggered when the engagement has been displayed on the page.

Event information

Name	Value
eventName	"OFFER_CLICK"
appName	"LP_OFFERS"

OFFER_TIMEOUT

This event is triggered when an engagement duration has timed out.

Event Information

Name	Value
eventName	"OFFER_TIMEOUT"
appName	"LP_OFFERS"

Event Properties

See START event.

OFFER_DECLINED

This event is triggered when an engagement is closed by a user.

Event Information

Name	Value
eventName	"OFFER_DECLINE"
appName	"LP_OFFERS"

Event Properties

See START event.

OFFER_REMOVE

This event is triggered when an engagement is removed from the DOM (auto or user initiated).

Event Information

Name	Value
eventName	"OFFER_REMOVE"
appName	"LP_OFFERS"

Event Properties

See START event.

Chat Window Events

These are chat window related events. Because the customer conversation is contained within the window, the events provided here are related to the lifecycle of a conversation.

Note: These events will only be triggered for an embedded mode window, not a pop-up window.

state

This event triggers when the chat state is changed.

Event Information

Name	Value
eventName	"state"
appName	"lpUnifiedWindow"

Event Properties

Name	Description	Type	Notes
state	The chat state.	string	Available states: "resume", "initialised", "uninitialised", "preChat", "postChat", "offline", "waiting", "chatting", "interactive", "ended", "Notfound"

Example:

{ "state" : "chatting" } //The current chat state

conversationInfo

This event triggers when the conversation data was changed, for example the conversation state.

Event Information

Name	Value
eventName	"conversationInfo"
appName	"lpUnifiedWindow"

Event Properties

Name	Description	Type	Notes
agentName	The agent name to which the visitor is connected.	string
agentId	The agent ID to which the visitor is connected.	ALPHA_NUMERIC
state	The chat state.	string	Available states: "resume", "initialised", "uninitialised", "waiting", "chatting", "ended", "Notfound"
monitoringSessionId	Session ID.	ALPHA_NUMERIC
visitorId	Visitor ID.	ALPHA_NUMERIC
skill	The conversation skill.	string
engagementId	The engagement ID that was clicked to open the chat.	ALPHA_NUMERIC
campaignId	The engagement’s campaign ID.	ALPHA_NUMERIC
language	The conversation language.	string	An ISO 639-1 Alpha-2 language code in lowercase and an ISO 3166-1 Alpha-2country code in uppercase, separated by a dash. For example, en-US or fr-CA.
engagementName	The engagement name as defined in Live Assist UI.	string

Example:

{
   "agentName": "John Doe",
   "agentId": 2,
   "conversationId": 4294973105,
   "state": "chatting",
   "monitoringSessionId":       
"WIoWBRC_RL6pkcK5fL-3-g.5bb46ddd7ae63b731b5eeb10189b15bc97226af0",
"visitorId": "UYxShcOtSEWq0oSsuMCrOQ", 
   "skill": "MySkill", 
   "engagementId": 1346152510, 
   "campaignId": 1346152410, 
   "language": "en-US", 
   "engagementName": "Sticky chat button"
}

engagementData

This event triggers when the state changes to "chatting" to show the engagement info.

Event Information

Name	Value
eventName	"engagementData"
appName	"lpUnifiedWindow"

Event Properties

Name	Description	Type
engagementName	The engagement name as defined in Live Assist UI.	ALPHA_NUMERIC
state	The chat state ("chatting").	string

Example:

{
    "engagementName" : "Sticky chat button",
    "state": "chatting"
}

maximized

This event triggers when the chat window is in maximized view.

Event Information

Name	Value
eventName	"maximized"
appName	"lpUnifiedWindow"

minimized

This event triggers when the chat window is in minimized view.

Event Information

Name	Value
eventName	"minimized"
appName	"lpUnifiedWindow"

windowClosed

This event triggers when the chat window is closed (disposed and removed from the DOM).

Event Information

Name	Value
eventName	"windowClosed"
appName	"lpUnifiedWindow"

Events

Visitor Flow Events

VAR_ADDED

MONITORING_STATE

Engagement Events

START

OFFER_DISPLAY

OFFER_IMPRESSION

OFFER_CLICK

OFFER_TIMEOUT

OFFER_DECLINED

OFFER_REMOVE

Chat Window Events

state

conversationInfo

engagementData

maximized

minimized

windowClosed

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