Voice
| Attribute | Purpose | Remarks |
|----------- |----------------------------------------------------------------------------------------- |--------------------------------------------------------------------------------------------- |
| recording | Indicates whether the contact is being recorded. Possible values are "true" and "false" | This attribute is used in Engage to show pause call recording button if recording is "true" |
Email
| Attribute | Purpose | Remarks |
| --------------------------- | ------------------------------------| -------------------------------------------------------------------- |
| _hidden_contact_origin | Customer’s email address | |
| _hidden_contact_destination | Destination email address | |
| _hidden_message_id | Used in building agent reply message | |
| _hidden_references | Used in building agent reply message | |
| subject | Email subject | |
| from_email | Customer’s email address | This needs to be deprecated. Replaced by _hidden_contact_origin |
| to_email | Destination email address | This needs to be deprecated. Replaced by _hidden_contact_destination |
| EmailAddress | Customer’s email address | |
| FullName | Customer’s full name | |
| user_type | Indicates messaging platform | value is “ses” |
Facebook & Instagram
| Attribute | Purpose | Remarks |
|----------------------------- |---------------------------------------------------------------------------------------------------------------------------- |-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| FullName | Customer's full name | |
| _hidden_contact_origin | Customer's FB Page Scoped ID | This page scoped id is a unique ID for the customer and specific page. These means that if a client has multiple pages linked a single customer would have different IDs when they are interacting with each page. |
| _hidden_contact_destination | Contact Center FB account ID | |
| user_type | Indicates messaging platform | value is "facebook" |
| _message_type | Indicates if the message is a story mention or a story reply so that the contact flow designer can handle them differently | instagram_story_reply instagram_story_mention |
| _messenger_ref | This will be added if the message ref is present | https://developers.facebook.com/docs/messenger-platform/discovery/m-me-links |
WhatsApp
| Attribute | Purpose | Remarks |
| --------------------------- | ----------------------------------------------------- | ------------------------------------------ |
| PhoneNumber | Customer’s phone number | |
| _hidden_contact_origin | Customer’s phone number prefixed with “whatsapp:” | |
| _hidden_contact_destination | Contact Center phone number prefixed with “whatsapp:” | |
| user_type | Indicates messaging platform | value is “whatsapp” |
| phone | Customer’s phone number | To be deprecated. Replaced by PhoneNumber. |
SMS
| Attribute | Purpose | Remarks |
| --------------------------- | ----------------------------------------------------- | ------------------------------------------ |
| PhoneNumber | Customer’s phone number | |
| _hidden_contact_origin | Customer’s phone number | |
| _hidden_contact_destination | Contact Center phone number | |
| user_type | Indicates messaging platform | value is “sms” |
| phone | Customer’s phone number | To be deprecated. Replaced by PhoneNumber. |
X (Twitter)
| Attribute | Purpose | Remarks |
| --------------------------- | ---------------------------- | ------------------ |
| _hidden_contact_origin | Customer Twitter ID | |
| _hidden_contact_destination | Contact Center Twitter ID | |
| FullName | Customer’s full name | |
| user_type | Indicates messaging platform | value is “twitter” |
Tasks
| Attribute | Purpose | Remarks |
|---------------------- |--------------------------------------------- |-------------------------------------------------------------------------------- |
| _created_by_agent_id | Agent ID for the user that creates the task | Can be used in a Set Working Queue Block to route the task back the same agent |
