Chat and messaging events

This page describes the Chat and messaging events schema sent to Amazon EventBridge using the Zendesk Events Connector.

Note: These events are in limited availability and are available only upon request. Contact Zendesk Customer Support for more information and to request these events.

Chat event properties

The chat_event object contains the following properties.

Property	Type	Description
actor	object	Information about the user or system that triggered the event
actor.id	string	Zendesk user id for the user or system that triggered the event
actor.type	string	Type of user or system that triggered the event. Possible values are "agent", "end_user", "system", and "trigger"
chat	object	Contains account and ticket ids for the chat
chat.account_id	number	End user's Zendesk account id
chat.ticket_id	number	id of the Zendesk Support ticket created from the chat
message	object	Information about the chat message
message.id	string	id of the chat message
message.body	string	Message of the chat
meta	object	Metadata for the event
meta.occurred_at	string	Date and time the event occurred in Zendesk
meta.ref	string	Zendesk identifier for the event
meta.version	string	Version for the event type
name	string	Name of the user or system that triggered the event
type	string	Event type

Message Added

A chat message was added by an end user.

Example

{
  "version": "0",
  "id": "31187aa5-67d2-4eea-a921-38535bf6ec3b",
  "detail-type": "Chat: Message Added",
  "source": "aws.partner/zendesk.com.test/9242270/default",
  "account": "123456789012",
  "time": "2021-07-02T21:05:17Z",
  "region": "us-east-1",
  "resources": ["Chat"],
  "detail": {
    "chat_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2021-07-02T21:05:15.948Z",
        "ref": "1-135"
      },
      "type": "Message Added",
      "name": "Visitor 59970327",
      "message": {
        "id": "1623129300168",
        "body": "Hello"
      },
      "chat": {
        "ticket_id": 16427,
        "account_id": 9242270
      },
      "actor": {
        "type": "end_user",
        "id": "4440386777982"
      }
    }
  }
}

A chat message was added by an agent.

Example

{
  "version": "0",
  "id": "31187aa5-67d2-4eea-a921-38535bf6ec3b",
  "detail-type": "Chat: Message Added",
  "source": "aws.partner/zendesk.com.test/9242270/default",
  "account": "123456789012",
  "time": "2021-07-02T21:05:38Z",
  "region": "us-east-1",
  "resources": ["Chat"],
  "detail": {
    "chat_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2021-07-02T21:05:35.04534Z",
        "ref": "1-135"
      },
      "type": "Message Added",
      "name": "zendesk",
      "message": {
        "id": "1623129300234",
        "body": "How can I help you?"
      },
      "chat": {
        "ticket_id": 16427,
        "account_id": 9242270
      },
      "actor": {
        "type": "agent",
        "id": "196666242"
      }
    }
  }
}

A chat message was added by a trigger.

Example

{
  "version": "0",
  "id": "31187aa5-67d2-4eea-a921-38535bf6ec3b",
  "detail-type": "Chat: Message Added",
  "source": "aws.partner/zendesk.com.test/9242270/default",
  "account": "123456789012",
  "time": "2021-07-02T21:05:45Z",
  "region": "us-east-1",
  "resources": ["Chat"],
  "detail": {
    "chat_event": {
      "meta": {
        "version": "1.0",
        "occurred_at": "2021-07-02T21:05:42.3243334Z",
        "ref": "1-135"
      },
      "type": "Message Added",
      "name": "auto12123327",
      "message": {
        "id": "1623129300168",
        "body": "Hello"
      },
      "chat": {
        "ticket_id": 16427,
        "account_id": 9242270
      },
      "actor": {
        "type": "trigger",
        "id": "5673214"
      }
    }
  }
}