Bold360 and BoldChat Developer Center

Data Extraction

The Data Extraction JSON REST API calls provide a web service for retrieving customer data from your account.

This following is a list of service and data fields that are available for retrieval.

Chat fields

Bold360 Field Type Description
ChatID   Bold360-assigned unique identifier for each chat session.
ChatType  

Either the type of the chat when it was started or the status of the chat after someone tried to start it:

  • 0 - Visitor stated the chat with an agent
  • 1 - Agent initiated the chat (using auto invite)
  • 2 - Agent invited the customer to chat (using custom invite)
  • 3 - Agent was unavailable
  • 4 - Auto-invited chat
  • 5 - Blocked chat
  • 6 - Recovery invite
  • 7 - XMPP chat
  • 8 - Chat started via API
OperatorID   Internal ID of the agent who was last assigned to a chat record.
DepartmentID   Internal ID of the department that the chat was last assigned to.
LastAssignedByOperatorID   Internal ID of the agent who most recently assigned the chat. Null value indicates that the agent has not reassigned the chat.
LanguageCode   The language of the chat, based on two-letter ISO 639-1 standard.
WebsiteDefID   Internal ID of the Bold360 website defiClientTypenition associated with the chat.
VisitID   Bold360-assigned unique identifier for each site visit.
ChatWindowDefID   Internal ID of the Bold360 chat window associated with the chat.
LastMessagePersonType  

Type of the person who sent the last message:

  • 0 - agent
  • 1 - customer
  • 4 - Bold360 or BoldChat
  • 5 - LogMeIn Rescue
  • 6 - auto message as set up in the chat window definition
  • 7 - agent interpreter (set if auto-translation was used when the message was sent)
  • 8 - customer interpreter (set if auto-translation was used when the message was sent)
  • 11 - agent speech recognition (used during video chat if speech-to-text is enabled)

Values go from 0 to 12. Do not use the unlisted values as they are obsolete and are not handled.

PageType  

The last page of a chat window presented to a customer - The legend of page types is:

  • 0 - The "final" page type (where the chat window is closed)
  • 1 - The main chat page
  • 5 - The post-chat survey form
  • 6 - The pre-chat survey form
  • 7 - The unavailable email form
  • 9 - The "browser unsupported" page
  • 10 - The post-chat survey submitted notice page
  • 11 - The unavailable email submitted notice page
  • 12 - The "no operators" page shown when there's no unavailable email form.
  • 14 - The "chat not validated" page shown when validation fails.
RelatedToItemID   The item the chat is related to, calculated by longitude and altitude values.
AccountID   Unique account ID (AID) that a chat record was created within.
Created   Date and time when the chat was created at the time of button/invite being clicked.
Answered   Date and time when the chat was most recently answered.
Ended   Date and time when the chat was ended, either by the customer or agent.
Closed   Date and time when the chat window was closed by the customer.
Updated   Date and time when the record was most recently updated.
Deleted   Date and time when the record was deleted. The value is null if the record was not deleted.
FolderID   Internal ID of the Bold360 folder that contains the chat record.
DueDate   This field is no longer in use.
Started   Date and time when a chat was started within the chat queue.
UnrespondedMessageCount   The number of customer-sent messages received since the agent's last message.
VisitorClientID   The customer's client ID which is generated when the chat starts. It is later used to identify the customer associated with the chat.
Flagged   Indicates whether the chat flag was raised within Bold360.
VisitorMessageCount   The number of customer-sent messages.
OperatorMessageCount   The number of agent-sent messages.
UserCategoryID   Internal ID of the User Category applied to a chat during post-chat wrap-up. <None> or null refers to no User Category present on a chat.
UserStatusID   Internal ID of the user status applied to a chat during post-chat wrap-up. <None> or null indicates that there is no user status present on a chat.
ChatName   The name of the customer, captured within the VisitName parameter or through Name in pre-chat survey.
ChatUrl   Specific web address where the chat engagement was started from.
IP   The IP address of the customer's device connecting to Bold360.
ReverseIP   The IP address of a customer's device used for reverse DNS lookup.

VisitorID

  Bold360-assigned unique identifier for visitor.
RelatedToItemType   The item type that chat is related to, such as "Chat folder". When unspecified, its value is 58 (Latlong folder).
CountryCode   The country of the customer, as detected by Bold360's geo lookup.
RegionCode   The state/province of the customer, as detected Bold360's geo lookup.
City   The city of the customer, as detected by Bold360's geo lookup.
AreaCode   The area code of a phone number, captured within the VisitPhone parameter or through Phone Number in pre-chat survey.
VisitRef   Free-form parameter for passing in uniquely identifying details of a customer into Bold360 visitor monitoring code.
VisitInfo   Free-form parameter for passing in additional details of a customer into Bold360 visitor monitoring code.
VisitEmailAddress   The email address of the customer, captured within the VisitEmail parameter or through Email in pre-chat survey.
VisitPhone   The phone number of the customer, captured within the VisitPhone parameter or through Phone in pre-chat survey.
InitialQuestion   The initial query sent in by the customer in the pre-chat survey.
WindowClosed   Date and time when the chat window was closed by the customer.
ChatStatusType   The most recent state that chat was in at the time of the chat closing. The legend of statuses is:
  • 0 - None
  • 1 - Prechat form
  • 2 - In chat
  • 3 - Prechat form closed
  • 4 - Chat ended
  • 5 - Transcript
  • 6 - Sent transcript
  • 7 - Unavailable
  • 8 - Sent unavailable
  • 9 - Chat ended answered
  • 10 - Unavailable blocked
  • 11 - Unavailable max queue
  • 12 - Unavailable hours
  • 13 - Sent unavailable blocked
  • 14 - Sent unavailable max queue
  • 15 - Unavailable limit
  • 16 - Sent unavailable limit
  • 17 - Unsecure
SurveyResponsiveness   A 1-5 rating of an agent's speed to respond, only available when customer survey is enabled.
SurveyProfessionalism   A 1-5 rating of an agent's professionalism, only available when customer survey is enabled.
SurveyKnowledge   A 1-5 rating of the agent's knowledge, only available when customer survey is enabled.
SurveyOverall   A 1-5 rating of the overall chat engagement, only available when customer survey is enabled.
SurveyComments   Customer-provided comments in a post-chat survey, only available when customer survey is enabled.
CustomField1ID   Internal ID of the Custom Field 1 label applied to a chat during post-chat wrap-up. <None> or null refers to no Custom Field 1 label present on a chat.
CustomField2ID   Internal ID of the Custom Field 2 label applied to a chat during post-chat wrap-up. <None> or null refers to no Custom Field 2 label present on a chat.
LastAssignedAnswered   Date and time when the most recently reassigned agent answered the chat.
CustomUrl   The custom URL for the chat, which differs from the page of origin (that is, the customer's current page). This can be useful for identifying a URL or page that would normally be blocked due to business rules that prevents the page from being displayed because of dynamic or sensitive information.
ACDReassignCount   The count of how many agent reassignments occurred through automatic chat distribution (ACD) for a chat.
TotalReassignCount   The total count of how many agent reassignments occurred for a chat, including ACD reassignments and manual agent reassignment.
MaxQueuePosition   The highest position of the chat in the chat queue when placed in queue.
ResponseMessageCount   The number of message responses that the agent sent to the customer since the customer's last message.
TotalResponseTime    
LastVisitorMessageSent   Date and time when the customer's most recent message was received.
CustomFields   Free-form parameter where custom data points are passed into and stored within a chat record.
EndedBy   Indicates whether the chat ended by the customer or which agent.
EndedReasonType   Reason for why the chat was ended, either disconnected or closed.
UnavailableEmailSubject   The subject line text entered in an unavailable email form, only available when unavailable email form is enabled.
UnavailableEmailBody   The email body text entered in an unavailable email form, only available when unavailable email form is enabled.
ExternalCrmItemID    
ExternalCrmListID    
ExternalCrmType    
VisitCreated   Date and time when the customer's site visit was created, as detected by Bold360 visitor monitoring.
ActiveAssistStatus   Indicates whether an ActiveAssist/co-browse session was started during a chat:
  • 0 - No ActiveAssist
  • 1 - ActiveAssist True
ScheduleHistoryToEmailAddress    
InvitationTemplateVariantID    
BlockedBy   Indicates the name of the agent who blocked a chat. <None> or null value indicates that the chat was not blocked.
DeletedBy   Indicates the name of the agent who deleted a chat. <None> or null value indicates that the chat was not deleted.
ClientType   The type of the Bold360 client used for Chat:
  • 0 - Normal
  • 1 - iPhone
  • 2 - Web
  • 3 - Visitor
  • 4 - Call
  • 5 - Offline
  • 6 - Web Mobile
  • 7 - Login
  • 8 - Enabled
  • 9 - Dashboard
  • 10 - Bold360 Agent Workspace
LastName   The last name of the customer, captured within the Last Name field in pre-chat survey.
FlaggedBy   Indicates the name of the agent who flagged a chat. <None> or null indicates that the chat was not flagged.
ChatButtonDefID   Internal ID of the Bold360 chat button associated with the chat.
XmppUser   User name for authentication by XMPP service.
XmppUserID   User ID for authentication by XMPP service.
XmppThread    
XmppClientID    
Priority   Indicates the defined priority of a chat.
OperatorCustomFields    
ActiveAssistDisabled   Indicates whether ActiveAssist/co-browse is disabled on a chat window:
  • 0 - ActiveAssist is disabled
  • 1 - ActiveAssist is enabled
ChatAPISettingsID   Internal ID of the Bold360 API key associated with the chat.
Secured   Indicates if the chat was secured through a validated chat:

0 - Unsecured

1 - Secured

AutoTranslate   Indicates whether Auto Translation was used for the chat:
  • 0 - No auto translation
  • 1 - Auto translation in use
Embedded    
OperatorLanguageCode   The language of the chat agent, based on two-letter ISO 639-1 standard.
SurveyNps   The 0-10 rating of the net promoter score (NPS), only available when customer survey is enabled.
Experiments   The Bold360 experiments associated with the chat record. The value null indicates that there are no experiments associated.
ExperimentDate date The date of when a chat was assigned to a Bold360 experiment.
LastOperatorLanguageCode   The language of the most-recently assigned chat agent, based on two-letter ISO 639-1 standard.
IncidentID    
AutoTranslateAllowOriginal   Indicates whether it is allowed to display the original message as typed before Geofluent provides translation:
  • 0 - Not allowed
  • 1 - Allowed
RedirectStatus    
ChatMessageID long Unique identifier of a single chat message within the chat transcript.
PersonType byte
The persona of the user who sent the chat message:
  • 0 - Agent/Operator
  • 1 - Visitor
  • 2 - Email Address
  • 3 - Contact
  • 4 - System
  • 5 - Rescue System
  • 6 - Auto Message
PersonID long The unique ID of the PersonType who sent the chat message.
Name string(30) Typed name of the person who sent the chat message.
Text string Content of the message.
ChatID long The ID of the parent chat object that a chat message belongs to.
Created date Date and time when the chat message was created by clicking the Chat button, or by sending an invite.
Deleted date Date and time when the record was deleted. The value is null if the record was not deleted.
AccountID long Unique account ID (AID) that a chat record was created within.
CannedMessageID long The Internal ID of Canned Message configuration item used to deliver the chat message. The value is null when if the Canned Message was not used.
SystemMessage string Textual content of system messages displayed; The value is null when there is no system message displayed.
MessageKey string  
Hidden byte Date and time when the chat message was hidden; The value is null if the chat message was not hidden.
OriginalMessageID long ID of the original content provided within a chat message prior to being translated. The value is null if the chat message was not translated.
LanguageCode string(8) The language of the chat, based on two-letter ISO 639-1 standard.
VisitorFacing byte Indicates if the chat message was included in the customer-facing chat transcript; The value is null if the message was sent by a non-human PersonType.
HasAutoTranslationError byte Indicates whether there is an error in the Geofluent translation of a chat message. The value is null when there is no error present.

Email fields

Bold360 Field Type Description
EmailThreadID   Bold360-assigned unique identifier for each email thread.
EmailThreadType    
Subject   The subject line text of an email message.
OperatorID   Internal ID of the most recently assigned agent to an email record.
DepartmentID   Internal ID of the most recently assigned department of an email record.
LastAssignedByOperatorID   Internal ID of the agent who last assigned the email.
ClosedByOperatorID   Internal ID of the agent who closed the email thread.
EmailAccountID   Internal ID of the Bold360 email account used to manage the email.
EmailCount   The total number of email messages contained within a single email thread.
LastEmailType  

The type of email most recently appended to an email thread - The legend of types is:

  • 0 - Draft
  • 1 - Inbound
  • 2 - Outbound
  • 3 - Spam
  • 4 - Bounce
RelatedToItemID    
AccountID   Unique account ID (AID) that an email record would have been created within.
Created   Date and time when the email was created within Bold60 once retrieved from a POP3/IMAP mail server.
Closed   Date and time when the email thread was closed by the agent.
Updated   Date and time when the record was most recently updated.
Deleted   Date and time when the email record was deleted from Bold360.
FolderID   Internal ID of the Bold360 folder that contains the email record.
DueDate    
Flagged   Notates whether the chat flag was raised within Bold360.
UserCategoryID   Internal ID of the user category applied to an email during wrap-up. <None> or null indicates that there was no user category present.
UserStatusID   Internal ID of the user status applied to an email during wrap-up. <None> or null indicates that there was no User Category present.
UserEmailAddress   The email address of the sender of an email message.
RelatedToItemType    
Answered   Date and time when the email record was most recently responded to.
LastCharset    
CustomField1ID   Internal ID of the Custom Field 1 label applied to an email during post-chat wrap-up. <None> or null refers to no Custom Field 1 label is present.
CustomField2ID   Internal ID of the Custom Field 2 label applied to an email during post-chat wrap-up. <None> or null refers to no Custom Field 2 label is present.
FirstIncomingArrived    
ExternalCrmItemID    
ExternalCrmListID    
ExternalCrmType    
UserEmailName   The name of the sender of an email message.
DestinationEmailAddress   The email address that the sender sent the email message to
Opened    
DeletedBy   Indicates the name of the agent who deleted a chat. <None> or null refers to an email not being deleted
Accepted   Date and time when the email's agent assignment was accepted by an agent
RedirectID    
RedirectEmail    
Redirected    
TotalReassignCount   The total number of times that an email thread has been reassigned
Priority    
LastAssignedAnswered    
AnsweredByOperatorID   Internal ID of the Bold360 user who most recently answered an email thread
LastIncomingArrived    
OpenCount    
QueueTime    

Visit fields

Bold360 Field Type Description
RowNumber    
VisitID    
VisitType    
VisitActionType    
IP    
UserAgent    
ReverseIP    
CurrentUrl    
EntryUrl    
RefererUrl    
VisitorID    
AccountID    
PageViewCount    
Created    
Ended    
Updated    
Deleted    
FolderID    
Closed    
VisitSeq    
WebsiteDefID    
VisitRef    
VisitInfo    
VisitName    
CountryCode    
RegionCode    
City    
RelatedToItemType    
RelatedToItemID    
VisitEmailAddress    
VisitPhone    
ChatInvitationID    
ChatInvitationTemplateVariantID    
VisitStatusType    
OperatorID    
InviteDeclines    
InviteIgnores    
ChatStatusType    
InviteStatusType    
AreaCode    
RefererID    
RefererQuery    
CallInvitationTemplateVariantID    
CallStatusType    
InvitationItemType    
Experiments    
ExperimentDate    
RowNumber    
PageViewID    
Url    
VisitID    
Created    
Ended    
AccountID    
Deleted    
InvitationID    
VisitID    
InvitationTemplateVariantID    
AccountID    
Created    
Deleted    
PersonID    
IsAutoInvite    
PageViewID    
ItemType    
DepartmentID    
InviteStatusType    
RecoveryInvitationID    
RuleID    
Closed    

Agent fields

Bold360 Field Type Description
OperatorID   Internal ID of a Bold360 user.
UserName   Unique user name of a Bold360 user.
Name   The internal name of a Bold360 user.
StatusType  

Indicates the status of a Bold360 user:

  • Active
  • Blocked
  • Disabled
  • Deleted
Created   Date and time when the Bold360 user was created.
Ended    
ServiceTypeID  

The available service channels for a Bold360 agent:

  • 1 - Chats
  • 3 - Emails
  • 5 - Tickets
  • 9 - SMS/Text
  • 10 - Twitter
EndedBy    
EndedReason    
OriginalStatusType