Ticket Create

Triggers when a ticket is created in MyAlice

{
    "action": "ticket.created",
    "customer": {
        "id": 15157748,
        "primary_id": "990b521c65a711edba291647a91fbbd9",
        "avatar": null,
        "first_name": "Anonymous",
        "last_name": "User",
        "full_name": "Shuvo",
        "gender": "",
        "timezone": null,
        "locale": "",
        "language": "",
        "phone": "",
        "email": "shuvo@myalice.ai",
        "created_at": "1668600601",
        "last_message_text": "ticket",
        "last_message_time": "1670078420",
        "city": "Dhaka",
        "region": "Dhaka",
        "country": "Bangladesh",
        "ip_address": "103.95.98.102",
        "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
    },
    "channel": {
        "id": 12570,
        "type": "livechat_messenger",
        "name": "MyAlice Live Support"
    },
    "team": {
        "id": 343,
        "name": "Alice Labs"
    },
    "ticket": {
        "id": 8192170,
        "is_replied": false,
        "is_resolved": false,
        "conversation_text": "ticket",
        "created_at": "1670078420",
        "assigned_agent": null,
        "assigned_group": null,
        "resolved_by": null,
        "tags": []
    }
}

Ticket Resolve

Triggers when a ticket is resolved in MyAlice

# TICKET RESOLVED
{
    "action": "ticket.resolved",
    "customer": {
        "id": 15157748,
        "primary_id": "990b521c65a711edba291647a91fbbd9",
        "avatar": null,
        "first_name": "Anonymous",
        "last_name": "User",
        "full_name": "Shuvo",
        "gender": "",
        "timezone": null,
        "locale": "",
        "language": "",
        "phone": "",
        "email": "shuvo@myalice.ai",
        "created_at": "1668600601",
        "last_message_text": "ticket",
        "last_message_time": "1670078420",
        "city": "Dhaka",
        "region": "Dhaka",
        "country": "Bangladesh",
        "ip_address": "103.95.98.102",
        "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
    },
    "channel": {
        "id": 12570,
        "type": "livechat_messenger",
        "name": "MyAlice Live Support"
    },
    "team": {
        "id": 343,
        "name": "Alice Labs"
    },
    "ticket": {
        "id": 8192170,
        "is_replied": false,
        "is_resolved": true,
        "conversation_text": "ticket",
        "created_at": "1670078420",
        "assigned_agent": null,
        "assigned_group": null,
        "resolved_by": {
            "id": 7,
            "email": "shuvo.rahman@getalice.ai",
            "avatar": "https://s3-ap-southeast-1.amazonaws.com/myalice-live-public-bucket/misc/4139d5dcf00d11ec8f28a6f391d1c6fd.png",
            "full_name": "Shuvo Rahman",
            "status": "online"
        },
        "tags": []
    }
}

Ticket Tag

Triggers when a ticket is tagged in MyAlice

{
    "action": "ticket.tagged",
    "customer": {
        "id": 15157748,
        "primary_id": "990b521c65a711edba291647a91fbbd9",
        "avatar": null,
        "first_name": "Anonymous",
        "last_name": "User",
        "full_name": "Shuvo",
        "gender": "",
        "timezone": null,
        "locale": "",
        "language": "",
        "phone": "",
        "email": "shuvo@myalice.ai",
        "created_at": "1668600601",
        "last_message_text": "ticket",
        "last_message_time": "1670078420",
        "city": "Dhaka",
        "region": "Dhaka",
        "country": "Bangladesh",
        "ip_address": "103.95.98.102",
        "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
    },
    "channel": {
        "id": 12570,
        "type": "livechat_messenger",
        "name": "MyAlice Live Support"
    },
    "team": {
        "id": 343,
        "name": "Alice Labs"
    },
    "ticket": {
        "id": 8192573,
        "is_replied": true,
        "is_resolved": false,
        "conversation_text": "",
        "created_at": "1670079237",
        "assigned_agent": {
            "id": 7,
            "email": "shuvo.rahman@getalice.ai",
            "avatar": "https://s3-ap-southeast-1.amazonaws.com/myalice-live-public-bucket/misc/4139d5dcf00d11ec8f28a6f391d1c6fd.png",
            "full_name": "Shuvo Rahman",
            "status": "online"
        },
        "assigned_group": null,
        "resolved_by": null,
        "tags": [
            {
                "id": 2909,
                "name": "Test Tag"
            }
        ]
    }
}

Ticket Reopen

Triggers when a ticket is reopened in MyAlice

{
    "action": "ticket.reopened",
    "customer": {
        "id": 15157748,
        "primary_id": "990b521c65a711edba291647a91fbbd9",
        "avatar": null,
        "first_name": "Anonymous",
        "last_name": "User",
        "full_name": "Shuvo",
        "gender": "",
        "timezone": null,
        "locale": "",
        "language": "",
        "phone": "",
        "email": "shuvo@myalice.ai",
        "created_at": "1668600601",
        "last_message_text": "ticket",
        "last_message_time": "1670078420",
        "city": "Dhaka",
        "region": "Dhaka",
        "country": "Bangladesh",
        "ip_address": "103.95.98.102",
        "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
    },
    "channel": {
        "id": 12570,
        "type": "livechat_messenger",
        "name": "MyAlice Live Support"
    },
    "team": {
        "id": 343,
        "name": "Alice Labs"
    },
    "ticket": {
        "id": 8192170,
        "is_replied": false,
        "is_resolved": true,
        "conversation_text": "ticket",
        "created_at": "1670078420",
        "assigned_agent": null,
        "assigned_group": null,
        "reopened_by": {
            "id": 7,
            "email": "shuvo.rahman@getalice.ai",
            "avatar": "https://s3-ap-southeast-1.amazonaws.com/myalice-live-public-bucket/misc/4139d5dcf00d11ec8f28a6f391d1c6fd.png",
            "full_name": "Shuvo Rahman",
            "status": "online"
        },
        "tags": []
    }
}

Customer Create

Triggers when a customer is created in MyAlice

{
    "action": "customer.created",
    "customer": {
        "id": 15157748,
        "primary_id": "990b521c65a711edba291647a91fbbd9",
        "avatar": null,
        "first_name": "Anonymous",
        "last_name": "User",
        "full_name": "Shuvo",
        "gender": "",
        "timezone": null,
        "locale": "",
        "language": "",
        "phone": "",
        "email": "shuvo@myalice.ai",
        "created_at": "1668600601",
        "last_message_text": "ticket",
        "last_message_time": "1670078420",
        "city": "Dhaka",
        "region": "Dhaka",
        "country": "Bangladesh",
        "ip_address": "103.95.98.102",
        "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
    },
    "channel": {
        "id": 12570,
        "type": "livechat_messenger",
        "name": "MyAlice Live Support"
    },
    "team": {
        "id": 343,
        "name": "Alice Labs"
    },
    "ticket": {}
}

Message Sent

Triggers when a WhatsApp Message is sent to a Phone Number by WhatsApp

{
    "action": "message.sent",
    "customer": {
        "id": 15157748,
        "primary_id": "990b521c65a711edba291647a91fbbd9",
        "avatar": null,
        "first_name": "Anonymous",
        "last_name": "User",
        "full_name": "Shuvo",
        "gender": "",
        "timezone": null,
        "locale": "",
        "language": "",
        "phone": "",
        "email": "shuvo@myalice.ai",
        "created_at": "1668600601",
        "last_message_text": "ticket",
        "last_message_time": "1670078420",
        "city": "Dhaka",
        "region": "Dhaka",
        "country": "Bangladesh",
        "ip_address": "103.95.98.102",
        "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
    },
    "channel": {
        "id": 12570,
        "type": "livechat_messenger",
        "name": "MyAlice Live Support"
    },
    "team": {
        "id": 343,
        "name": "Alice Labs"
    },
    "ticket": {},
    "message": {
        "cid": "wamid.HBgLMTY1MDM4Nzk0MzkVAgARGBJGODlDQjZBNjUxMUQ5NEU0MEUA",
        "timestamp": "1686591922",
        "error": [] 
    }
}

Message Delivered

Triggers when a WhatsApp Message is delivered to a Phone Number by WhatsApp

{
    "action": "message.delivered",
    "customer": {
        "id": 15157748,
        "primary_id": "990b521c65a711edba291647a91fbbd9",
        "avatar": null,
        "first_name": "Anonymous",
        "last_name": "User",
        "full_name": "Shuvo",
        "gender": "",
        "timezone": null,
        "locale": "",
        "language": "",
        "phone": "",
        "email": "shuvo@myalice.ai",
        "created_at": "1668600601",
        "last_message_text": "ticket",
        "last_message_time": "1670078420",
        "city": "Dhaka",
        "region": "Dhaka",
        "country": "Bangladesh",
        "ip_address": "103.95.98.102",
        "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
    },
    "channel": {
        "id": 12570,
        "type": "livechat_messenger",
        "name": "MyAlice Live Support"
    },
    "team": {
        "id": 343,
        "name": "Alice Labs"
    },
    "ticket": {},
    "message": {
        "cid": "wamid.HBgLMTY1MDM4Nzk0MzkVAgARGBJGODlDQjZBNjUxMUQ5NEU0MEUA",
        "timestamp": "1686591922",
        "error": [] 
    }
}

Message Read

Triggers when a WhatsApp Message is read to a Phone Number by WhatsApp

{
    "action": "message.read",
    "customer": {
        "id": 15157748,
        "primary_id": "990b521c65a711edba291647a91fbbd9",
        "avatar": null,
        "first_name": "Anonymous",
        "last_name": "User",
        "full_name": "Shuvo",
        "gender": "",
        "timezone": null,
        "locale": "",
        "language": "",
        "phone": "",
        "email": "shuvo@myalice.ai",
        "created_at": "1668600601",
        "last_message_text": "ticket",
        "last_message_time": "1670078420",
        "city": "Dhaka",
        "region": "Dhaka",
        "country": "Bangladesh",
        "ip_address": "103.95.98.102",
        "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
    },
    "channel": {
        "id": 12570,
        "type": "livechat_messenger",
        "name": "MyAlice Live Support"
    },
    "team": {
        "id": 343,
        "name": "Alice Labs"
    },
    "ticket": {},
    "message": {
        "cid": "wamid.HBgLMTY1MDM4Nzk0MzkVAgARGBJGODlDQjZBNjUxMUQ5NEU0MEUA",
        "timestamp": "1686591922",
        "error": [] 
    }
}

Message Failed

Triggers when a WhatsApp Message is failed to send to a Phone Number by WhatsApp

{
    "action": "message.failed",
    "customer": {
        "id": 15157748,
        "primary_id": "990b521c65a711edba291647a91fbbd9",
        "avatar": null,
        "first_name": "Anonymous",
        "last_name": "User",
        "full_name": "Shuvo",
        "gender": "",
        "timezone": null,
        "locale": "",
        "language": "",
        "phone": "",
        "email": "shuvo@myalice.ai",
        "created_at": "1668600601",
        "last_message_text": "ticket",
        "last_message_time": "1670078420",
        "city": "Dhaka",
        "region": "Dhaka",
        "country": "Bangladesh",
        "ip_address": "103.95.98.102",
        "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
    },
    "channel": {
        "id": 12570,
        "type": "livechat_messenger",
        "name": "MyAlice Live Support"
    },
    "team": {
        "id": 343,
        "name": "Alice Labs"
    },
    "ticket": {},
    "message": {
        "cid": "wamid.HBgLMTY1MDM4Nzk0MzkVAgARGBJGODlDQjZBNjUxMUQ5NEU0MEUA",
        "timestamp": "1686591922",
        "error": [
            {
                "code": 131026,
                "title": "Receiver is incapable of receiving this message"
            }
        ]
    }
}

Message Read

Triggers when a WhatsApp Message is read to a Phone Number by WhatsApp

{
    "action": "message.read",
    "customer": {
        "id": 15157748,
        "primary_id": "990b521c65a711edba291647a91fbbd9",
        "avatar": null,
        "first_name": "Anonymous",
        "last_name": "User",
        "full_name": "Shuvo",
        "gender": "",
        "timezone": null,
        "locale": "",
        "language": "",
        "phone": "",
        "email": "shuvo@myalice.ai",
        "created_at": "1668600601",
        "last_message_text": "ticket",
        "last_message_time": "1670078420",
        "city": "Dhaka",
        "region": "Dhaka",
        "country": "Bangladesh",
        "ip_address": "103.95.98.102",
        "user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
    },
    "channel": {
        "id": 12570,
        "type": "livechat_messenger",
        "name": "MyAlice Live Support"
    },
    "team": {
        "id": 343,
        "name": "Alice Labs"
    },
    "ticket": {},
    "message": {
        "cid": "wamid.HBgLMTY1MDM4Nzk0MzkVAgARGBJGODlDQjZBNjUxMUQ5NEU0MEUA",
        "timestamp": "1686591922",
        "error": [] 
    }
}

Form Entry Created

Triggers when a MyAlice form entry is created

{
    "action": "form.entry.created",
    "customer": {},
    "team": {
        "id": 343,
        "name": "Alice Labs"
    },
    "form": {
        "id": 1288,
        "title": "survey",
        "type": "inventory"
    },
    "admin": {
        "id": 766,
        "username": "fahad@myalice.ai",
        "email": "fahad@myalice.ai"
    },
    "entry": {
        "admin": null,
        "is_public": false,
        "customer_id": null,
        "form_id": 1288,
        "form_data": [
            {
                "lab_id": 1288,
                "source": "admin",
                "creator_id": 766,
                "created_by": "fahad@myalice.ai",
                "created_at": 1719909862,
                "name": "Test Username",
                "phone": "01890909080",
                "id": "6683bde6abd0cbdb92609bdf",
                "mongo_timestamp": 1719909862
            }
        ]
    }
}

Form Entry Updated

Triggers when a MyAlice form entry is updated

{
    "action": "form.entry.updated",
    "customer": {},
    "team": {
        "id": 375,
        "name": "Stage QA"
    },
    "form": {
        "id": 1288,
        "title": "survey",
        "type": "inventory"
    },
    "admin": {
        "id": 766,
        "username": "fahad@myalice.ai",
        "email": "fahad@myalice.ai"
    },
    "entry": {
        "admin": null,
        "is_public": false,
        "customer_id": null,
        "form_id": 1288,
        "form_data": [
            {
                "id": "6683bde6abd0cbdb92609bdf",
                "source": null,
                "creator_id": null,
                "created_by": null,
                "created_at": null,
                "changes": {
                    "phone": {
                        "from": "01890909080",
                        "to": "01890909081"
                    }
                },
                "last_updated_at": 1719909907,
                "last_updated_by": "fahad@myalice.ai",
                "phone": "01890909081"
            }
        ]
    }
}

Form Entry Deleted

Triggers when a MyAlice form entry is deleted

{
    "action": "form.entry.deleted",
    "customer": {},
    "team": {
        "id": 375,
        "name": "Stage QA"
    },
    "form": {
        "id": 1288,
        "title": "survey",
        "type": "inventory"
    },
    "admin": {
        "id": 766,
        "username": "fahad@myalice.ai",
        "email": "fahad@myalice.ai"
    },
    "entry": {
        "admin": null,
        "is_public": false,
        "customer_id": null,
        "form_id": 1288,
        "form_data": [
            {
                "lab_id": 1288,
                "source": "admin",
                "creator_id": 766,
                "created_by": "fahad@myalice.ai",
                "created_at": 1719909862,
                "name": "Test Username",
                "phone": "01890909081",
                "last_updated_at": 1719909907,
                "last_updated_by": "fahad@myalice.ai",
                "id": "6683bde6abd0cbdb92609bdf",
                "mongo_timestamp": 1719909862
            }
        ]
    }
}