Bold360 and BoldChat Developer Center

API field mappings

List of common parameters and fields that are assigned to simple numeric values.

ActiveAssistStatus

Active assist chat status

Value Description
0 None
1 Activated
2 Deactivated
3 Pending

AssignmentType

Value Description
0 Assigned by an agent
1 Assigned by automatic distribution

ChatButtonStatusType

Value Description
0 Chat button was Available when clicked
1 Chat button was Unavailable due to hours of operation
2 Chat button was Unavailable due to queue being at capacity
3 Chat button was Unavailable due to no agents available
4 Chat button was Unavailable because the customer was blocked
5 Chat button was Unavailable because the concurrent chat limit was reached
6 Chat button was Unavailable despite an invite condition being met (invite queue size, acceptance rate, acceptance confidence)
7 Chat button was Available although queue was at capacity due to the availability override
8 Chat button was Available because the Business Hours option to ignore agent availability was selected

ChatStatusType

Chat status type

Value Description
0 None
1 Last page was the pre-chat form
2 Last page was the chat page
3 The pre-chat form was closed
4 The chat was ended
5 Last page was the post-chat form
6 The post-chat form was submitted
7 The chat was unavailable
8 An unavailable email was sent
9 The chat ended before it was answered
10 The chat was blocked
11 The chat was unavailable because of the ACD queue size
12 The chat was unavailable due to agent hours
13 The chat was blocked, and an unavailable email was sent
14 The chat was unavailable because of the ACD queue size, and an unavailable email was sent
15 The chat was unavailable due to agent hours
16 The chat was unavailable due to agent hours, and an unavailable email was sent
17 The chat was validated, but because its checksum or hash code expired, it is no longer secure. For more information, see Data validation.
18 The chat was not validated and so was blocked

ChatType

Chat launch type

Value Description
0 The chat was initiated by clicking a chat button
2 The chat was initiated by an agent inviting the customer
3 The chat was initiated by clicking a chat button and unavailable
4 The chat was the result of an auto-invitation
5 The chat was initiated by clicking a chat button and blocked
6 The chat was recovered after being unavailable.
8 The chat was initiated via the chat API

ClientType (Chat)

The client type of the customer and the agent for a ChatInfo record. This is a bitmask value, the first bit indicating the mobile status of the agent (0 for non-mobile, 1 for mobile). The second bit being the mobile status of the customer (0 for non-mobile, 1 for mobile).

Value Description
0

Agent is non-mobile

Customer is non-mobile

1

Agent is mobile (iPhone client)

Customer is non-mobile

2

Agent is non-mobile

Customer is mobile

3

Agent is mobile (iPhone client)

Customer is mobile

EmailThreadType

The type of email thread

Value Description
1 Inbound
2 Outbound
4 System

EmailType

The type of email

Value Description
0 Draft
1 Inbound
2 Outbound
3 Spam
4 Bounce

EndedReason (Login)

The reason the agent was signed out

Value Description
0 None/Unknown
1 Agent signed off
2 Same client logged in
3 Same agent logged in
4 Client was closed
5 Server requested client reconnect
6 Sign-on limit reached
7 Sign-off requested by another agent
8 Same client logged in
9 Agent login disabled
10 Agent failed to answer a chat and was automatically set to Away according to Automatic Distribution settings
11 Agent changed their status to Away

EndedReason (Chat)

The reason the chat was ended

Value Description
0 Unknown
1 Agent ended the chat
2 Customer manually ended the chat session
3 Disconnected due to network issues, or the customer closed the browser window, which did not send notification to Bold360

FolderType (ItemType)

Related data item type

Value Description
2 Contacts
3 Tickets
4 Emails
5 Chats
6 Visits
7 Reports
8 Canned messages for chats
9 Canned messages for emails
10 Brandings
11 Contact user categories
12 Chat button definitions
13 Invitation definitions
14 Chat window definitions
15 Departments
16 Email accounts
17 Agents
18 Contact user statuses
19 Website definitions
20 Chat user categories
21 Chat user statuses
22 Email user categories
23 Email user statuses
24 Ticket user categories
25 Ticket user statuses
26 Customer user categories
27 Customer user statuses
28 Permission groups
29 Chat invitation template variants
30 Contact custom fields 1
31 Contact custom fields 2
32 Chat custom fields 1
33 Chat custom fields 2
34 Email custom fields 1
35 Email custom fields 2
36 Ticket custom fields 1
37 Ticket custom fields 2
38 Customer referrers
39 Customer entry locations
40 Conversion codes
41 Conversion
42 Call user categories
43 Call user statuses
44 Call custom fields 1
45 Call custom fields 2
48 Call button definitions
49 Call window definitions
50 Calls
51 Call invitation template variants
55 External CRMs
57 Active Assists
58 Latitude and longitude coordinates
59 Co-browse bookmarks
60 Scheduled reports
61 Email redirects
62 XMPP clients
65 Knowledge Bases
66 Discussions
67 Languages
73 SMS
74 Text receiver
75 Canned messages for text messages
76 Text user categories
77 Text user statuses
78 Text custom fields 1
79 Text custom fields 2
80 Floating chat button definitions
81 Floating call button definitions
82 Twitter
83 Twitter accounts
84 Canned messages for Twitter
85 Twitter user categories
86 Twitter user statuses
87 Twitter custom fields 1
88 Twitter custom fields 2
90 Chat API settings
91 API settings
92 API triggers
93 API integrations
94 Canned integration triggers
95 Canned integration settings
96 Experiment groups
97 Custom agent statuses
98 Agent statuses
100 Rescue Lens sessions
101 Facebook Messenger
102 Facebook accounts
103 Twilio phone number
104 Apple Business Chat
105 Apple Business Chat accounts
127 Unknown

InviteStatusType

Visit invite status type

Value Description
0 None
1 Auto inviting
2 Manual inviting
3 Auto invite accepted
4 Manual invite accepted
5 Auto invite declined
6 Manual invite declined
7 Auto invite ignored
8 Manual invite ignored
9 Chat Recovery Inviting
10 Chat Recovery Accepted
11 Chat Recovery Declined
12 Chat Recovery Ignored
13 Customer qualified for invite, but IP address is blocked
14 Customer qualified for invite, but no agents were available
15 Customer qualified for invite, but chat queue size is too big
16 Customer qualified for invite, but not in hours of operation

OperatorActionType

The type of agent action that led to the agent being associated with the conversion

Value Description
0 Chat in previous visit
2 Chat in current visit

OperatorStatusType

The type of interaction the agent had with the customer.

Value Description
0 Button click
2 Agent invited
4 Auto invited

PageType

Chat page type

Value Description
0 The last 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

PersonType

Related person type

Value Description
0 Agent
1 Customer
4 System
5 Rescue system
7 Agent translated
8 Customer translated

PriorityType

Ticket priority

Value Description
0 Low priority
1 Medium priority
2 High priority
3 Urgent priority

ServiceType

Client sign-in service type

Value Description
1 Chats
3 Emails
5 Tickets
9 SMS
10 Twitter

StatusType (LoginStatusType)

The client logged in status

Value Description
0 Logged out
1 Logged in as away
2 Logged in as available

VisitActionType

Last visit action type

Value Description
0 Normal
1 Blocking
3 Chat inviting

VisitStatusType

Visit blocked status

Value Description
0 Normal
1 Blocked

VisitType

Whether the visit has page views and customer monitoring

Value Description
0 Visit is the result of customer monitoring
1 No customer monitoring was used (for example, to associate with a chat)