API field mappings
List of common parameters and fields that are assigned to simple numeric values.
ActiveAssistStatus
Active assist chat status
Value | Description |
---|---|
0 | None |
1 | Activated |
2 | Deactivated |
3 | Pending |
AssignmentType
Value | Description |
---|---|
0 | Assigned by an agent |
1 | Assigned by automatic distribution |
ChatButtonStatusType
Value | Description |
---|---|
0 | Chat button was Available when clicked |
1 | Chat button was Unavailable due to hours of operation |
2 | Chat button was Unavailable due to queue being at capacity |
3 | Chat button was Unavailable due to no agents available |
4 | Chat button was Unavailable because the customer was blocked |
5 | Chat button was Unavailable because the concurrent chat limit was reached |
6 | Chat button was Unavailable despite an invite condition being met (invite queue size, acceptance rate, acceptance confidence) |
7 | Chat button was Available although queue was at capacity due to the availability override |
8 | Chat button was Available because the Business Hours option to ignore agent availability was selected |
ChatStatusType
Chat status type
Value | Description |
---|---|
0 | None |
1 | Last page was the pre-chat form |
2 | Last page was the chat page |
3 | The pre-chat form was closed |
4 | The chat was ended |
5 | Last page was the post-chat form |
6 | The post-chat form was submitted |
7 | The chat was unavailable |
8 | An unavailable email was sent |
9 | The chat ended before it was answered |
10 | The chat was blocked |
11 | The chat was unavailable because of the ACD queue size |
12 | The chat was unavailable due to agent hours |
13 | The chat was blocked, and an unavailable email was sent |
14 | The chat was unavailable because of the ACD queue size, and an unavailable email was sent |
15 | The chat was unavailable due to agent hours |
16 | The chat was unavailable due to agent hours, and an unavailable email was sent |
17 | The chat was validated, but because its checksum or hash code expired, it is no longer secure. For more information, see Data validation. |
18 | The chat was not validated and so was blocked |
ChatType
Chat launch type
Value | Description |
---|---|
0 | The chat was initiated by clicking a chat button |
2 | The chat was initiated by an agent inviting the customer |
3 | The chat was initiated by clicking a chat button and unavailable |
4 | The chat was the result of an auto-invitation |
5 | The chat was initiated by clicking a chat button and blocked |
6 | The chat was recovered after being unavailable. |
8 | The chat was initiated via the chat API |
ClientType (Chat)
The client type of the customer and the agent for a ChatInfo record. This is a bitmask value, the first bit indicating the mobile status of the agent (0 for non-mobile, 1 for mobile). The second bit being the mobile status of the customer (0 for non-mobile, 1 for mobile).
Value | Description |
---|---|
0 |
Agent is non-mobile Customer is non-mobile |
1 |
Agent is mobile (iPhone client) Customer is non-mobile |
2 |
Agent is non-mobile Customer is mobile |
3 |
Agent is mobile (iPhone client) Customer is mobile |
EmailThreadType
The type of email thread
Value | Description |
---|---|
1 | Inbound |
2 | Outbound |
4 | System |
EmailType
The type of email
Value | Description |
---|---|
0 | Draft |
1 | Inbound |
2 | Outbound |
3 | Spam |
4 | Bounce |
EndedReason (Login)
The reason the agent was signed out
Value | Description |
---|---|
0 | None/Unknown |
1 | Agent signed off |
2 | Same client logged in |
3 | Same agent logged in |
4 | Client was closed |
5 | Server requested client reconnect |
6 | Sign-on limit reached |
7 | Sign-off requested by another agent |
8 | Same client logged in |
9 | Agent login disabled |
10 | Agent failed to answer a chat and was automatically set to Away according to Automatic Distribution settings |
11 | Agent changed their status to Away |
EndedReason (Chat)
The reason the chat was ended
Value | Description |
---|---|
0 | Unknown |
1 | Agent ended the chat |
2 | Customer manually ended the chat session |
3 | Disconnected due to network issues, or the customer closed the browser window, which did not send notification to Bold360 |
4 | A chat was started with the bot in an AI-enabled window, and the customer has neither escalated the chat, not sent any message to the bot in the last 120 minutes |
5 | Chat automatically ended after an admin-defined interval |
FolderType (ItemType)
Related data item type
Value | Description |
---|---|
2 | Contacts |
3 | Tickets |
4 | Emails |
5 | Chats |
6 | Visits |
7 | Reports |
8 | Canned messages for chats |
9 | Canned messages for emails |
10 | Brandings |
11 | Contact user categories |
12 | Chat button definitions |
13 | Invitation definitions |
14 | Chat window definitions |
15 | Departments |
16 | Email accounts |
17 | Agents |
18 | Contact user statuses |
19 | Website definitions |
20 | Chat user categories |
21 | Chat user statuses |
22 | Email user categories |
23 | Email user statuses |
24 | Ticket user categories |
25 | Ticket user statuses |
26 | Customer user categories |
27 | Customer user statuses |
28 | Permission groups |
29 | Chat invitation template variants |
30 | Contact custom fields 1 |
31 | Contact custom fields 2 |
32 | Chat custom fields 1 |
33 | Chat custom fields 2 |
34 | Email custom fields 1 |
35 | Email custom fields 2 |
36 | Ticket custom fields 1 |
37 | Ticket custom fields 2 |
38 | Customer referrers |
39 | Customer entry locations |
40 | Conversion codes |
41 | Conversion |
42 | Call user categories |
43 | Call user statuses |
44 | Call custom fields 1 |
45 | Call custom fields 2 |
48 | Call button definitions |
49 | Call window definitions |
50 | Calls |
51 | Call invitation template variants |
55 | External CRMs |
57 | Active Assists |
58 | Latitude and longitude coordinates |
59 | Co-browse bookmarks |
60 | Scheduled reports |
61 | Email redirects |
62 | XMPP clients |
65 | Knowledge Bases |
66 | Discussions |
67 | Languages |
73 | SMS |
74 | Text receiver |
75 | Canned messages for text messages |
76 | Text user categories |
77 | Text user statuses |
78 | Text custom fields 1 |
79 | Text custom fields 2 |
80 | Floating chat button definitions |
81 | Floating call button definitions |
82 | |
83 | Twitter accounts |
84 | Canned messages for Twitter |
85 | Twitter user categories |
86 | Twitter user statuses |
87 | Twitter custom fields 1 |
88 | Twitter custom fields 2 |
90 | Chat API settings |
91 | API settings |
92 | API triggers |
93 | API integrations |
94 | Canned integration triggers |
95 | Canned integration settings |
96 | Experiment groups |
97 | Custom agent statuses |
98 | Agent statuses |
100 | Rescue Lens sessions |
101 | Facebook Messenger |
102 | Facebook accounts |
103 | Twilio phone number |
104 | Apple Business Chat |
105 | Apple Business Chat accounts |
127 | Unknown |
InviteStatusType
Visit invite status type
Value | Description |
---|---|
0 | None |
1 | Auto inviting |
2 | Manual inviting |
3 | Auto invite accepted |
4 | Manual invite accepted |
5 | Auto invite declined |
6 | Manual invite declined |
7 | Auto invite ignored |
8 | Manual invite ignored |
9 | Chat Recovery Inviting |
10 | Chat Recovery Accepted |
11 | Chat Recovery Declined |
12 | Chat Recovery Ignored |
13 | Customer qualified for invite, but IP address is blocked |
14 | Customer qualified for invite, but no agents were available |
15 | Customer qualified for invite, but chat queue size is too big |
16 | Customer qualified for invite, but not in hours of operation |
OperatorActionType
The type of agent action that led to the agent being associated with the conversion
Value | Description |
---|---|
0 | Chat in previous visit |
2 | Chat in current visit |
OperatorStatusType
The type of interaction the agent had with the customer.
Value | Description |
---|---|
0 | Button click |
2 | Agent invited |
4 | Auto invited |
PageType
Chat page type
Value | Description |
---|---|
0 | The last page type where the chat window is closed |
1 | The main chat page |
5 | The post-chat survey form |
6 | The pre-chat survey form |
7 | The unavailable email form |
9 | The browser unsupported page |
10 | The post-chat survey submitted notice page |
11 | The unavailable email submitted notice page |
12 | The no operators page shown when there's no unavailable email form |
14 | The chat not validated page shown when validation fails |
PersonType
Related person type
Value | Description |
---|---|
0 | Agent |
1 | Customer |
4 | System |
5 | Rescue system |
7 | Agent translated |
8 | Customer translated |
PriorityType
Ticket priority
Value | Description |
---|---|
0 | Low priority |
1 | Medium priority |
2 | High priority |
3 | Urgent priority |
ServiceType
Client sign-in service type
Value | Description |
---|---|
1 | Chats |
3 | Emails |
5 | Tickets |
9 | SMS |
10 | |
15 | Async messaging |
StatusType (LoginStatusType)
The client logged in status
Value | Description |
---|---|
0 | Logged out |
1 | Logged in as away |
2 | Logged in as available |
VisitActionType
Last visit action type
Value | Description |
---|---|
0 | Normal |
1 | Blocking |
3 | Chat inviting |
VisitStatusType
Visit blocked status
Value | Description |
---|---|
0 | Normal |
1 | Blocked |
VisitType
Whether the visit has page views and customer monitoring
Value | Description |
---|---|
0 | Visit is the result of customer monitoring |
1 | No customer monitoring was used (for example, to associate with a chat) |