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"      }    }  }}