Available data

You can use the contact and event data presented in the following tables in your request configuration.

Table 1. Contact data
Property JSON data type Description Reference syntax Example values
Channel type string Main channel type of the contact {contact.channel_type} 
chat
phone
email
Channel subtype string or null

Contact's channel subtype within the main channel

Subtype is supported with chat and email channel conversations.

 {contact.channel_sub_type} 
text
sms
whatsapp
EMAIL
XRI
Direction string Contact's direction in relation to the Sinch Contact Pro system {contact.direction} 
inbound
outbound
ID string

Unique operative identifier of the contact

For example, CALL_ID of a phone contact or routing request ID of a chat contact

 {contact.id} 
1166301942A6EE11B3ED58961D1810CC
Monitoring / reporting ID string Unique monitoring/reporting identifier of the contact {contact.guid} 
5AB6E20342A6EE11B3ED58961D1810CC
Creation timestamp string

Date and time when the contact was created

Given as UTC date/time string in ISO 8601 format

 {contact.created} 
2023-12-29T08:44:44.215Z
Language string Contact's language identifier {contact.language} 
EN
FI
Priority number

Contact's priority, which is the waiting time divisor

For more information about priority, see Allocation Priority Calculations.

 {contact.priority} 
100
Skills object array or null List of contact's current skill requirements {contact.skills} 
[
  {
    "id": "C8177D585DA5EE11B3ED58961D1810CC",
    "value": 5,
    "name": "external-name-of-skill"
  }
]
Current queue object or null

Information on contact's current queue

Null for:
  • direct calls to agents
  • direct chats to agents
  • agent calls out of Sinch Contact Pro
 {contact.queue} 
{
  "id": "C9177D585DA5EE11B3ED58961D1810CC",
  "address": "chat.queue@acme.com"
}
Current queue ID string or null1 Unique identifier of contact's current queue {contact.queue.id} 
C9177D585DA5EE11B3ED58961D1810CC
Current queue address string or null1 Extension address of contact's current queue {contact.queue.address} 
chat.queue@acme.com
Forwarding queue object or null Information on contact's forwarding queue, meaning the queue from which the contact has overflowed to its current queue {contact.forwarding_queue} See Current queue.
Forwarding queue ID string or null1 - {contact.forwarding_queue.id} See Current queue ID.
Forwarding queue address string or null1 - {contact.forwarding_queue.address} See Current queue address.
Current agent object or null Information on the agent the contact is currently associated with {contact.agent} 
{
  "id": "CA177D585DA5EE11B3ED58961D1810CC",
  "number": "12345",
  "chat_address": "agent@acme.com"
}
Current agent ID string or null1 Unique identifier of the current agent {contact.agent.id} 
CA177D585DA5EE11B3ED58961D1810CC
Current agent number string or null1 Phone extension number of the current agent {contact.agent.number} 
12345
Current agent chat address string or null Chat address of the current agent {contact.agent.chat_address} 
agent@acme.com
Preferred agent object or null Information on the preferred agent currently assigned to the contact {contact.preferred_agent} See Current agent.
Preferred agent ID string or null1 - {contact.preferred_agent.id} See Current agent ID.
Preferred agent number string or null1 - {contact.preferred_agent.number} See Current agent number.
Preferred agent chat address string or null - {contact.preferred_agent.chat_address} See Current agent chat address.
Required agents object array or null Information on the required agents currently assigned to the contact {contact.required_agents} 
[
  {
    "id": "CA177D585DA5EE11B3ED58961D1810CC",
    "number": "12345",
    "chat_address": "agent@acme.com"
  }
]
Transferring agent object or null Information on the agent who has transferred the contact to its current queue or agent {contact.transferring_agent} See Current agent.
Transferring agent ID string or null1 - {contact.transferring_agent.id} See Current agent ID.
Transferring agent number string or null1 - {contact.transferring_agent.number} See Current agent number.
Transferring agent chat address string or null - {contact.transferring_agent.chat_address} See Current agent chat address.
Source string Original source address of the contact {contact.source} 
+3585011111111
Destination string Original destination address of the contact {contact.destination} 
chat.queue@acme.com
External destination string or null

External transfer or forwarding destination address of the contact

Extension numbers controlled by IVR applications are considered external in the event-driven integration framework's context

 {contact.external_destination} 
567
CAD object or null The part of contact's CAD visible in the event-driven integration framework's context

{contact.cad}

{contact.cad.individual-field-name}

 -
All object

Composite object including most of the above

Nested properties of the object (for example, {contact.queue.id}) are part of the parent object.

 {contact} See contact object example below.
Supported for email only

These properties are not included if you use {contact} in JSON configuration.
Case ID string Case ID of the email conversation {contact.email.case_id} 
517
To addresses string array or null To addresses of the email conversation {contact.email.case_id} 
[
"customer-service@acme.com", 
"customer2@acme.com"
]
Cc addresses string array or null Cc addresses of the email conversation {contact.email.cc} 
[
"customer-service@acme.com", 
"customer2@acme.com"
]
Subject string or null Subject of the email contact {contact.email.subject} 
Service request
Body string or null Body of the email contact {contact.email.body} 
Hello, .... Best regards, agent
All object

Composite object including most of the above email data

 {contact.email} See email object example below.

1: Only when the parent object is null.

Contact object example

{
   "channel_type": "chat",
   "channel_sub_type": "whatsapp",
   "direction": "inbound",
   "id": "1166301942A6EE11B3ED58961D1810CC",
   "guid": "5AB6E20342A6EE11B3ED58961D1810CC",
   "created": "2024-01-04T15:17:14.215Z",
   "language": "EN",
   "priority": "100",
   "skills": [
      {
         "id": "C8177D585DA5EE11B3ED58961D1810CC",
         "value": 5,
         "name": "external-name-of-skill"
      }
   ],
   "queue": {
      "id": "D0177D585DA5EE11B3ED58961D1810CC",
      "address": "chat.queue.2@acme.com"
   },
   "forwarding_queue": {
      "id": "C9177D585DA5EE11B3ED58961D1810CC",
      "address": "chat.queue.1@acme.com"
   },
   "agent": {
      "id": "CA177D585DA5EE11B3ED58961D1810CC",
      "number": "12345",
      "chat_address": "agent@acme.com"
   },
   "preferred_agent": null,
   "required_agents": [
      {
         "id": "CA177D585DA5EE11B3ED58961D1810CC",
         "number": "12345",
         "chat_address": "agent@acme.com"
      }
   ],
   "transferring_agent": null,
   "source": "+3585011111111",
   "destination": "chat.queue.1@acme.com",
   "external_destination": null,
   "cad": {
      "external-api-response": {
         "status": 200,
         "duration": 1.3970600999999998,
         "headers": {
            "content-type": "application/json; charset=utf-8",
            "vary": "Accept-Encoding",
            "x-powered-by": "Express",
            "access-control-allow-origin": "*",
            "etag": "W/\"85-iKKzFfyD2Ez8/o2JKkm5/8CgXFU\"",
            "content-encoding": "gzip",
            "x-cloud-trace-context": "b60ae2f56493105a75f0087eb511900a",
            "date": "Thu, 04 Jan 2024 15:17:15 GMT",
            "server": "Google Frontend",
            "cache-control": "private",
            "alt-svc": "h3=\":443\"; ma=2592000,h3-29=\":443\"; ma=2592000",
            "transfer-encoding": "chunked"
         },
         "customer-data": {
            "id": 279,           
            "firstname": "John",
            "lastname": "Smith",
            "company": "Acme",
            "jobtitle": "Marketing Director"
         }
      }
   }
}

Email object example

{
  "email.case_id": "668",
  "email.to": [
    "customer-service@acme.com"
  ],
  "email.cc": [
    "customer1@acme.com",
    "customer2@acme.com"
  ],
  "email.subject": "Compensation Request for Cancelled Vacation Booking",
  "email.body": "Dear Customer Service,\n\u00a0\nI hope this message finds you well.\nI am writing to express my disappointment and seek compensation for a vacation that was recently cancelled by your company. My family and I had planned and booked a trip through Expedia, and the sudden cancellation has caused significant inconvenience and financial loss.\nBelow are the details of our booking:\n\u00a0\n\u2022\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Booking Reference Number: 123456789\n\u2022\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Destination: Paris, France\n\u2022\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Travel Dates: June 15, 2024 - June 22, 2024\n\u2022\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Traveler Names: John Doe, Jane Doe, and Emily Doe\n\u00a0\nWe had made extensive preparations for this trip, including taking time off work, arranging pet care, and making non-refundable reservations for activities and transportation. The cancellation has disrupted our plans and left us with unanticipated expenses.\nGiven the circumstances, I am requesting compensation for the financial losses incurred due to the cancellation. Specifically, we are seeking reimbursement for the following:\n\u00a0\n\u2022\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Non-refundable activity reservations: $500\n\u2022\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Additional transportation costs: $200\n\u2022\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Total compensation sought: $700\n\u00a0\nI would appreciate your prompt attention to this matter and a resolution that reflects the inconvenience and financial burden caused by the cancellation. Please let me know if you require any further information or documentation to process this request.\nThank you for your understanding and cooperation. I look forward to your swift response.\n\u00a0\nBest regards,\nJohn Doe\njohn.doe@example.com\n123 Main Street,\nNew York, NY 10001\nPhone: (555) 123-4567\n\u00a0\n\n"
}
Table 2. Event data
Property JSON data type Description Reference syntax Example values
Event type name string Technical name of the event type in lowercase {event} 
received
queued
allocated
Event date/time string Date and time of the event represented as UTC date/time string in ISO 8601 format {event.datetime} 
2023-12-29T08:44:44.215Z
Event timestamp string Date and time of the event represented as number of seconds elapsed since Epoch (Jan 1st, 1970 at UTC) {event.timestamp} 
1703839484.215