@kavchat/core 0.0.1 → 0.0.3
This diff represents the content of publicly available package versions that have been released to one of the supported registries. The information contained in this diff is provided for informational purposes only and reflects changes between package versions as they appear in their respective public registries.
- package/dist/index.d.mts +312 -133
- package/dist/index.d.ts +312 -133
- package/dist/index.js +633 -22
- package/dist/index.mjs +613 -22
- package/i18n/ar.json +30 -2
- package/i18n/de.json +30 -2
- package/i18n/en.json +30 -2
- package/i18n/es.json +30 -2
- package/i18n/fr.json +30 -2
- package/i18n/he.json +30 -2
- package/i18n/it.json +30 -2
- package/i18n/pt.json +30 -2
- package/i18n/ru.json +30 -2
- package/i18n/th.json +67 -0
- package/i18n/tr.json +30 -2
- package/package.json +1 -1
- package/test-vectors/conversation.json +364 -0
- package/test-vectors/fixtures.json +124 -0
- package/test-vectors/live.json +1308 -0
- package/test-vectors/match.json +131 -0
- package/test-vectors/normalize.json +123 -0
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{
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"scenarios": [
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"name": "queued, agent joins, messages out of order and duplicated, agent closes",
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"locale": "en",
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"start": {
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"id": "c1",
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"state": "queued",
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"departmentId": "d1",
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"agent": null,
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"queueDeadline": "2026-01-01T12:01:45.000Z",
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"steps": [
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"do": "start",
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"state": "queued",
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"lastSeq": 0,
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"lines": [],
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"status": "Waiting for a representative (1:45)",
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"do": {
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"event": {
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"seq": 1,
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"type": "conversation.queued",
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"author": {
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"kind": "system"
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"text": null,
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"data": {
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"departmentId": "d1",
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"deadline": "2026-01-01T12:01:45.000Z"
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},
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"clientId": null,
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"at": "2026-01-01T12:00:01.000Z"
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"state": "queued",
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"agent": null,
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"lastSeq": 1,
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"seqs": [
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"pending": [],
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"lines": [],
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"status": "Waiting for a representative (1:45)",
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"waitLeft": 105
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"do": {
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"pending": {
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"clientId": "cid_visitor_1",
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"text": "Hello, is anyone there?"
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"state": "queued",
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"agent": null,
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"lastSeq": 1,
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"seqs": [
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"pending": [
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"clientId": "cid_visitor_1",
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"status": "sending"
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"lines": [
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"key": "pcid_visitor_1",
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"kind": "visitor",
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"text": "Hello, is anyone there?",
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"status": "sending"
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"status": "Waiting for a representative (1:45)",
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"waitLeft": 105
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"do": {
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"event": {
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"seq": 2,
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"type": "message",
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"author": {
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"kind": "visitor"
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"text": "Hello, is anyone there?",
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"data": {},
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"clientId": "cid_visitor_1",
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"at": "2026-01-01T12:00:02.000Z"
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"state": "queued",
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"lastSeq": 2,
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"seqs": [
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"pending": [],
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"lines": [
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"key": "e2",
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"kind": "visitor",
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"text": "Hello, is anyone there?"
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"status": "Waiting for a representative (1:45)",
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"waitLeft": 105
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"do": {
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"event": {
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"seq": 2,
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"type": "message",
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"author": {
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"kind": "visitor"
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"text": "Hello, is anyone there?",
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"data": {},
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"clientId": "cid_visitor_1",
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"at": "2026-01-01T12:00:02.000Z"
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"state": "queued",
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"agent": null,
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"lastSeq": 2,
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"seqs": [
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"pending": [],
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"lines": [
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"key": "e2",
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"kind": "visitor",
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"text": "Hello, is anyone there?"
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"status": "Waiting for a representative (1:45)",
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"waitLeft": 105
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"do": {
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"event": {
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"seq": 5,
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"type": "message",
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"author": {
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"kind": "agent",
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"name": "Dana"
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},
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"text": "How can I help?",
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"data": {},
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"clientId": null,
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"at": "2026-01-01T12:00:05.000Z"
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"state": "queued",
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"agent": null,
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"ticket": null,
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"lastSeq": 5,
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"seqs": [
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"pending": [],
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"lines": [
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"key": "e2",
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"kind": "visitor",
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"text": "Hello, is anyone there?"
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},
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{
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"key": "e5",
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"kind": "agent",
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"text": "How can I help?",
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"name": "Dana"
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}
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],
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"status": "Waiting for a representative (1:45)",
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"waitLeft": 105
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"do": {
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"event": {
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"seq": 4,
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"type": "agent.joined",
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"author": {
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"kind": "system"
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"text": null,
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"data": {
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"agent": {
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"name": "Dana"
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"clientId": null,
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"at": "2026-01-01T12:00:04.000Z"
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}
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},
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"state": "active",
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"agent": "Dana",
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"ticket": null,
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"lastSeq": 5,
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"seqs": [
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"pending": [],
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"lines": [
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"key": "e2",
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"kind": "visitor",
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"text": "Hello, is anyone there?"
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{
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"key": "e4",
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"kind": "system",
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"text": "Dana joined the chat"
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"key": "e5",
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"kind": "agent",
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"text": "How can I help?",
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"name": "Dana"
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],
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"status": "Chatting with Dana",
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"waitLeft": null
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},
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"do": {
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"conversation": {
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"id": "c1",
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"state": "active",
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"departmentId": "d1",
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"agent": {
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"name": "Dana"
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},
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"queueDeadline": null,
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"closeReason": null,
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"ticket": null,
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"lastSeq": 5,
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"credentialExpiresAt": "2026-01-02T00:00:00.000Z"
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}
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},
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"state": "active",
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"agent": "Dana",
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"ticket": null,
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"lastSeq": 5,
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"seqs": [
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"pending": [],
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"lines": [
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"key": "e2",
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"kind": "visitor",
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"text": "Hello, is anyone there?"
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},
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"key": "e4",
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"kind": "system",
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"text": "Dana joined the chat"
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},
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"key": "e5",
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"kind": "agent",
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"text": "How can I help?",
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"name": "Dana"
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],
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"status": "Chatting with Dana",
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"waitLeft": null
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"do": {
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"event": {
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"seq": 7,
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"type": "conversation.closed",
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"author": {
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"kind": "system"
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"text": null,
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"data": {
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"reason": "agent"
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"clientId": null,
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"at": "2026-01-01T12:00:07.000Z"
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}
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"state": "closed",
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"agent": "Dana",
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"ticket": null,
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"lastSeq": 7,
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"seqs": [
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"pending": [],
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"lines": [
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"key": "e2",
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"kind": "visitor",
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"text": "Hello, is anyone there?"
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"key": "e4",
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"kind": "system",
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"text": "Dana joined the chat"
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"key": "e5",
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"kind": "agent",
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"text": "How can I help?",
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"name": "Dana"
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{
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"key": "e7",
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"kind": "system",
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"text": "The chat has ended"
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"status": "The chat has ended",
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"waitLeft": null
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"do": {
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"conversation": {
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"id": "c1",
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353
|
+
"state": "active",
|
|
354
|
+
"departmentId": "d1",
|
|
355
|
+
"agent": {
|
|
356
|
+
"name": "Dana"
|
|
357
|
+
},
|
|
358
|
+
"queueDeadline": "2026-01-01T12:01:45.000Z",
|
|
359
|
+
"closeReason": null,
|
|
360
|
+
"ticket": null,
|
|
361
|
+
"lastSeq": 5,
|
|
362
|
+
"credentialExpiresAt": "2026-01-02T00:00:00.000Z"
|
|
363
|
+
}
|
|
364
|
+
},
|
|
365
|
+
"state": "closed",
|
|
366
|
+
"agent": "Dana",
|
|
367
|
+
"ticket": null,
|
|
368
|
+
"lastSeq": 7,
|
|
369
|
+
"seqs": [
|
|
370
|
+
1,
|
|
371
|
+
2,
|
|
372
|
+
4,
|
|
373
|
+
5,
|
|
374
|
+
7
|
|
375
|
+
],
|
|
376
|
+
"pending": [],
|
|
377
|
+
"lines": [
|
|
378
|
+
{
|
|
379
|
+
"key": "e2",
|
|
380
|
+
"kind": "visitor",
|
|
381
|
+
"text": "Hello, is anyone there?"
|
|
382
|
+
},
|
|
383
|
+
{
|
|
384
|
+
"key": "e4",
|
|
385
|
+
"kind": "system",
|
|
386
|
+
"text": "Dana joined the chat"
|
|
387
|
+
},
|
|
388
|
+
{
|
|
389
|
+
"key": "e5",
|
|
390
|
+
"kind": "agent",
|
|
391
|
+
"text": "How can I help?",
|
|
392
|
+
"name": "Dana"
|
|
393
|
+
},
|
|
394
|
+
{
|
|
395
|
+
"key": "e7",
|
|
396
|
+
"kind": "system",
|
|
397
|
+
"text": "The chat has ended"
|
|
398
|
+
}
|
|
399
|
+
],
|
|
400
|
+
"status": "The chat has ended",
|
|
401
|
+
"waitLeft": null
|
|
402
|
+
}
|
|
403
|
+
]
|
|
404
|
+
},
|
|
405
|
+
{
|
|
406
|
+
"name": "reconnect replay overlaps what was already shown",
|
|
407
|
+
"locale": "he",
|
|
408
|
+
"start": {
|
|
409
|
+
"id": "c1",
|
|
410
|
+
"state": "active",
|
|
411
|
+
"departmentId": "d1",
|
|
412
|
+
"agent": {
|
|
413
|
+
"name": "דנה"
|
|
414
|
+
},
|
|
415
|
+
"queueDeadline": null,
|
|
416
|
+
"closeReason": null,
|
|
417
|
+
"ticket": null,
|
|
418
|
+
"lastSeq": 1,
|
|
419
|
+
"credentialExpiresAt": "2026-01-02T00:00:00.000Z"
|
|
420
|
+
},
|
|
421
|
+
"steps": [
|
|
422
|
+
{
|
|
423
|
+
"do": "start",
|
|
424
|
+
"state": "active",
|
|
425
|
+
"agent": "דנה",
|
|
426
|
+
"ticket": null,
|
|
427
|
+
"lastSeq": 0,
|
|
428
|
+
"seqs": [],
|
|
429
|
+
"pending": [],
|
|
430
|
+
"lines": [],
|
|
431
|
+
"status": "בשיחה עם דנה",
|
|
432
|
+
"waitLeft": null
|
|
433
|
+
},
|
|
434
|
+
{
|
|
435
|
+
"do": {
|
|
436
|
+
"event": {
|
|
437
|
+
"seq": 1,
|
|
438
|
+
"type": "message",
|
|
439
|
+
"author": {
|
|
440
|
+
"kind": "agent",
|
|
441
|
+
"name": "דנה"
|
|
442
|
+
},
|
|
443
|
+
"text": "שלום!",
|
|
444
|
+
"data": {},
|
|
445
|
+
"clientId": null,
|
|
446
|
+
"at": "2026-01-01T12:00:01.000Z"
|
|
447
|
+
}
|
|
448
|
+
},
|
|
449
|
+
"state": "active",
|
|
450
|
+
"agent": "דנה",
|
|
451
|
+
"ticket": null,
|
|
452
|
+
"lastSeq": 1,
|
|
453
|
+
"seqs": [
|
|
454
|
+
1
|
|
455
|
+
],
|
|
456
|
+
"pending": [],
|
|
457
|
+
"lines": [
|
|
458
|
+
{
|
|
459
|
+
"key": "e1",
|
|
460
|
+
"kind": "agent",
|
|
461
|
+
"text": "שלום!",
|
|
462
|
+
"name": "דנה"
|
|
463
|
+
}
|
|
464
|
+
],
|
|
465
|
+
"status": "בשיחה עם דנה",
|
|
466
|
+
"waitLeft": null
|
|
467
|
+
},
|
|
468
|
+
{
|
|
469
|
+
"do": {
|
|
470
|
+
"event": {
|
|
471
|
+
"seq": 2,
|
|
472
|
+
"type": "message",
|
|
473
|
+
"author": {
|
|
474
|
+
"kind": "visitor"
|
|
475
|
+
},
|
|
476
|
+
"text": "היי",
|
|
477
|
+
"data": {},
|
|
478
|
+
"clientId": "cid_visitor_2",
|
|
479
|
+
"at": "2026-01-01T12:00:02.000Z"
|
|
480
|
+
}
|
|
481
|
+
},
|
|
482
|
+
"state": "active",
|
|
483
|
+
"agent": "דנה",
|
|
484
|
+
"ticket": null,
|
|
485
|
+
"lastSeq": 2,
|
|
486
|
+
"seqs": [
|
|
487
|
+
1,
|
|
488
|
+
2
|
|
489
|
+
],
|
|
490
|
+
"pending": [],
|
|
491
|
+
"lines": [
|
|
492
|
+
{
|
|
493
|
+
"key": "e1",
|
|
494
|
+
"kind": "agent",
|
|
495
|
+
"text": "שלום!",
|
|
496
|
+
"name": "דנה"
|
|
497
|
+
},
|
|
498
|
+
{
|
|
499
|
+
"key": "e2",
|
|
500
|
+
"kind": "visitor",
|
|
501
|
+
"text": "היי"
|
|
502
|
+
}
|
|
503
|
+
],
|
|
504
|
+
"status": "בשיחה עם דנה",
|
|
505
|
+
"waitLeft": null
|
|
506
|
+
},
|
|
507
|
+
{
|
|
508
|
+
"do": {
|
|
509
|
+
"sync": {
|
|
510
|
+
"conversation": {
|
|
511
|
+
"id": "c1",
|
|
512
|
+
"state": "active",
|
|
513
|
+
"departmentId": "d1",
|
|
514
|
+
"agent": {
|
|
515
|
+
"name": "דנה"
|
|
516
|
+
},
|
|
517
|
+
"queueDeadline": null,
|
|
518
|
+
"closeReason": null,
|
|
519
|
+
"ticket": null,
|
|
520
|
+
"lastSeq": 4,
|
|
521
|
+
"credentialExpiresAt": "2026-01-02T00:00:00.000Z"
|
|
522
|
+
},
|
|
523
|
+
"events": [
|
|
524
|
+
{
|
|
525
|
+
"seq": 2,
|
|
526
|
+
"type": "message",
|
|
527
|
+
"author": {
|
|
528
|
+
"kind": "visitor"
|
|
529
|
+
},
|
|
530
|
+
"text": "היי",
|
|
531
|
+
"data": {},
|
|
532
|
+
"clientId": "cid_visitor_2",
|
|
533
|
+
"at": "2026-01-01T12:00:02.000Z"
|
|
534
|
+
},
|
|
535
|
+
{
|
|
536
|
+
"seq": 4,
|
|
537
|
+
"type": "message",
|
|
538
|
+
"author": {
|
|
539
|
+
"kind": "agent",
|
|
540
|
+
"name": "דנה"
|
|
541
|
+
},
|
|
542
|
+
"text": "איך אפשר לעזור?",
|
|
543
|
+
"data": {},
|
|
544
|
+
"clientId": null,
|
|
545
|
+
"at": "2026-01-01T12:00:04.000Z"
|
|
546
|
+
}
|
|
547
|
+
]
|
|
548
|
+
}
|
|
549
|
+
},
|
|
550
|
+
"state": "active",
|
|
551
|
+
"agent": "דנה",
|
|
552
|
+
"ticket": null,
|
|
553
|
+
"lastSeq": 4,
|
|
554
|
+
"seqs": [
|
|
555
|
+
1,
|
|
556
|
+
2,
|
|
557
|
+
4
|
|
558
|
+
],
|
|
559
|
+
"pending": [],
|
|
560
|
+
"lines": [
|
|
561
|
+
{
|
|
562
|
+
"key": "e1",
|
|
563
|
+
"kind": "agent",
|
|
564
|
+
"text": "שלום!",
|
|
565
|
+
"name": "דנה"
|
|
566
|
+
},
|
|
567
|
+
{
|
|
568
|
+
"key": "e2",
|
|
569
|
+
"kind": "visitor",
|
|
570
|
+
"text": "היי"
|
|
571
|
+
},
|
|
572
|
+
{
|
|
573
|
+
"key": "e4",
|
|
574
|
+
"kind": "agent",
|
|
575
|
+
"text": "איך אפשר לעזור?",
|
|
576
|
+
"name": "דנה"
|
|
577
|
+
}
|
|
578
|
+
],
|
|
579
|
+
"status": "בשיחה עם דנה",
|
|
580
|
+
"waitLeft": null
|
|
581
|
+
},
|
|
582
|
+
{
|
|
583
|
+
"do": {
|
|
584
|
+
"event": {
|
|
585
|
+
"seq": 6,
|
|
586
|
+
"type": "agent.joined",
|
|
587
|
+
"author": {
|
|
588
|
+
"kind": "system"
|
|
589
|
+
},
|
|
590
|
+
"text": null,
|
|
591
|
+
"data": {
|
|
592
|
+
"agent": {
|
|
593
|
+
"name": "יוסי"
|
|
594
|
+
}
|
|
595
|
+
},
|
|
596
|
+
"clientId": null,
|
|
597
|
+
"at": "2026-01-01T12:00:06.000Z"
|
|
598
|
+
}
|
|
599
|
+
},
|
|
600
|
+
"state": "active",
|
|
601
|
+
"agent": "יוסי",
|
|
602
|
+
"ticket": null,
|
|
603
|
+
"lastSeq": 6,
|
|
604
|
+
"seqs": [
|
|
605
|
+
1,
|
|
606
|
+
2,
|
|
607
|
+
4,
|
|
608
|
+
6
|
|
609
|
+
],
|
|
610
|
+
"pending": [],
|
|
611
|
+
"lines": [
|
|
612
|
+
{
|
|
613
|
+
"key": "e1",
|
|
614
|
+
"kind": "agent",
|
|
615
|
+
"text": "שלום!",
|
|
616
|
+
"name": "דנה"
|
|
617
|
+
},
|
|
618
|
+
{
|
|
619
|
+
"key": "e2",
|
|
620
|
+
"kind": "visitor",
|
|
621
|
+
"text": "היי"
|
|
622
|
+
},
|
|
623
|
+
{
|
|
624
|
+
"key": "e4",
|
|
625
|
+
"kind": "agent",
|
|
626
|
+
"text": "איך אפשר לעזור?",
|
|
627
|
+
"name": "דנה"
|
|
628
|
+
},
|
|
629
|
+
{
|
|
630
|
+
"key": "e6",
|
|
631
|
+
"kind": "system",
|
|
632
|
+
"text": "עכשיו בשיחה: יוסי"
|
|
633
|
+
}
|
|
634
|
+
],
|
|
635
|
+
"status": "בשיחה עם יוסי",
|
|
636
|
+
"waitLeft": null
|
|
637
|
+
},
|
|
638
|
+
{
|
|
639
|
+
"do": {
|
|
640
|
+
"event": {
|
|
641
|
+
"seq": 99,
|
|
642
|
+
"type": "some.future.type",
|
|
643
|
+
"author": {
|
|
644
|
+
"kind": "system"
|
|
645
|
+
},
|
|
646
|
+
"text": "ignored",
|
|
647
|
+
"data": {},
|
|
648
|
+
"clientId": null,
|
|
649
|
+
"at": "2026-01-01T12:01:39.000Z"
|
|
650
|
+
}
|
|
651
|
+
},
|
|
652
|
+
"state": "active",
|
|
653
|
+
"agent": "יוסי",
|
|
654
|
+
"ticket": null,
|
|
655
|
+
"lastSeq": 99,
|
|
656
|
+
"seqs": [
|
|
657
|
+
1,
|
|
658
|
+
2,
|
|
659
|
+
4,
|
|
660
|
+
6,
|
|
661
|
+
99
|
|
662
|
+
],
|
|
663
|
+
"pending": [],
|
|
664
|
+
"lines": [
|
|
665
|
+
{
|
|
666
|
+
"key": "e1",
|
|
667
|
+
"kind": "agent",
|
|
668
|
+
"text": "שלום!",
|
|
669
|
+
"name": "דנה"
|
|
670
|
+
},
|
|
671
|
+
{
|
|
672
|
+
"key": "e2",
|
|
673
|
+
"kind": "visitor",
|
|
674
|
+
"text": "היי"
|
|
675
|
+
},
|
|
676
|
+
{
|
|
677
|
+
"key": "e4",
|
|
678
|
+
"kind": "agent",
|
|
679
|
+
"text": "איך אפשר לעזור?",
|
|
680
|
+
"name": "דנה"
|
|
681
|
+
},
|
|
682
|
+
{
|
|
683
|
+
"key": "e6",
|
|
684
|
+
"kind": "system",
|
|
685
|
+
"text": "עכשיו בשיחה: יוסי"
|
|
686
|
+
}
|
|
687
|
+
],
|
|
688
|
+
"status": "בשיחה עם יוסי",
|
|
689
|
+
"waitLeft": null
|
|
690
|
+
}
|
|
691
|
+
]
|
|
692
|
+
},
|
|
693
|
+
{
|
|
694
|
+
"name": "pending message fails, is retried, and is confirmed once",
|
|
695
|
+
"locale": "en",
|
|
696
|
+
"start": {
|
|
697
|
+
"id": "c1",
|
|
698
|
+
"state": "active",
|
|
699
|
+
"departmentId": "d1",
|
|
700
|
+
"agent": {
|
|
701
|
+
"name": "Dana"
|
|
702
|
+
},
|
|
703
|
+
"queueDeadline": null,
|
|
704
|
+
"closeReason": null,
|
|
705
|
+
"ticket": null,
|
|
706
|
+
"lastSeq": 1,
|
|
707
|
+
"credentialExpiresAt": "2026-01-02T00:00:00.000Z"
|
|
708
|
+
},
|
|
709
|
+
"steps": [
|
|
710
|
+
{
|
|
711
|
+
"do": "start",
|
|
712
|
+
"state": "active",
|
|
713
|
+
"agent": "Dana",
|
|
714
|
+
"ticket": null,
|
|
715
|
+
"lastSeq": 0,
|
|
716
|
+
"seqs": [],
|
|
717
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736
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737
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743
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745
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759
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766
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773
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787
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789
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791
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793
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{
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794
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795
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798
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800
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"key": "pcid_retry_001",
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801
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"kind": "visitor",
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802
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"text": "My order is late",
|
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803
|
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"status": "sending"
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804
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}
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805
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],
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806
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807
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808
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809
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{
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810
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811
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812
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"clientId": "cid_retry_001",
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813
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"text": "My order is late"
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814
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}
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815
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},
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816
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817
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818
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820
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821
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822
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{
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823
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824
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"status": "sending"
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825
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}
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826
|
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827
|
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828
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{
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829
|
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"key": "pcid_retry_001",
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830
|
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"kind": "visitor",
|
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831
|
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"text": "My order is late",
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832
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"status": "sending"
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833
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}
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834
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],
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835
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"status": "Chatting with Dana",
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836
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837
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},
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838
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{
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839
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840
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841
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842
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843
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844
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845
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},
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846
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847
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848
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"clientId": "cid_retry_001",
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849
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"at": "2026-01-01T12:00:03.000Z"
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850
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}
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851
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},
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852
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"state": "active",
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853
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"agent": "Dana",
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854
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855
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856
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3
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858
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859
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860
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861
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{
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862
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"key": "e3",
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863
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"kind": "visitor",
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864
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"text": "My order is late"
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865
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}
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866
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],
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867
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868
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869
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},
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870
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{
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871
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872
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"pending": {
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873
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"clientId": "cid_retry_001",
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874
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"text": "My order is late"
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875
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}
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876
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},
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877
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878
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879
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880
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3
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883
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{
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887
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"key": "e3",
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888
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"kind": "visitor",
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889
|
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"text": "My order is late"
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890
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}
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891
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],
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892
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893
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894
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}
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895
|
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]
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896
|
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},
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897
|
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{
|
|
898
|
+
"name": "nobody answers in time: the chat becomes a ticket, the number arrives later",
|
|
899
|
+
"locale": "en",
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900
|
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"start": {
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901
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"id": "c1",
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902
|
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"state": "queued",
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903
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904
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"agent": null,
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905
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"queueDeadline": "2026-01-01T12:01:45.000Z",
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906
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907
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908
|
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909
|
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"credentialExpiresAt": "2026-01-02T00:00:00.000Z"
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910
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},
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911
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"steps": [
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912
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{
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913
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"do": "start",
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914
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915
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916
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917
|
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918
|
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919
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"pending": [],
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920
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"lines": [],
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921
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922
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923
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},
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924
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{
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925
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926
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"event": {
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927
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"seq": 1,
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928
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929
|
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"author": {
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930
|
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"kind": "system"
|
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931
|
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},
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932
|
+
"text": null,
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933
|
+
"data": {
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934
|
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"departmentId": "d1",
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935
|
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936
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},
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937
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"clientId": null,
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938
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"at": "2026-01-01T12:00:01.000Z"
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939
|
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}
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940
|
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},
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941
|
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"state": "queued",
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942
|
+
"agent": null,
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943
|
+
"ticket": null,
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944
|
+
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|
|
945
|
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946
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1
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947
|
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],
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948
|
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949
|
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"lines": [],
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950
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951
|
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952
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},
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953
|
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{
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954
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955
|
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"conversation": {
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956
|
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"id": "c1",
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957
|
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"state": "ticket",
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958
|
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959
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960
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961
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962
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963
|
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"number": null,
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964
|
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"reason": "timeout"
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965
|
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},
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966
|
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967
|
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"credentialExpiresAt": "2026-01-02T00:00:00.000Z"
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968
|
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}
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969
|
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},
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970
|
+
"state": "ticket",
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971
|
+
"agent": null,
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972
|
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"ticket": {
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973
|
+
"number": null,
|
|
974
|
+
"reason": "timeout"
|
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975
|
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},
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976
|
+
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|
977
|
+
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978
|
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1
|
|
979
|
+
],
|
|
980
|
+
"pending": [],
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|
981
|
+
"lines": [],
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982
|
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"status": "No representative was free in time, so we saved your chat as a request. We got your message and will get back to you soon.",
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983
|
+
"waitLeft": null
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984
|
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},
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985
|
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{
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986
|
+
"do": {
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987
|
+
"event": {
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988
|
+
"seq": 2,
|
|
989
|
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"type": "conversation.ticket",
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990
|
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991
|
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"kind": "system"
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992
|
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},
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993
|
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994
|
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995
|
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"reason": "timeout",
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996
|
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|
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997
|
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},
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998
|
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|
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999
|
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"at": "2026-01-01T12:00:02.000Z"
|
|
1000
|
+
}
|
|
1001
|
+
},
|
|
1002
|
+
"state": "ticket",
|
|
1003
|
+
"agent": null,
|
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1004
|
+
"ticket": {
|
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1005
|
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"number": 1042,
|
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1006
|
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"reason": "timeout"
|
|
1007
|
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},
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|
1008
|
+
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|
|
1009
|
+
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|
|
1010
|
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1,
|
|
1011
|
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2
|
|
1012
|
+
],
|
|
1013
|
+
"pending": [],
|
|
1014
|
+
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1015
|
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{
|
|
1016
|
+
"key": "e2",
|
|
1017
|
+
"kind": "system",
|
|
1018
|
+
"text": "We got your message and will get back to you soon. Request #1042"
|
|
1019
|
+
}
|
|
1020
|
+
],
|
|
1021
|
+
"status": "No representative was free in time, so we saved your chat as a request. We got your message and will get back to you soon. Request #1042",
|
|
1022
|
+
"waitLeft": null
|
|
1023
|
+
},
|
|
1024
|
+
{
|
|
1025
|
+
"do": {
|
|
1026
|
+
"conversation": {
|
|
1027
|
+
"id": "c1",
|
|
1028
|
+
"state": "ticket",
|
|
1029
|
+
"departmentId": "d1",
|
|
1030
|
+
"agent": null,
|
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1031
|
+
"queueDeadline": "2026-01-01T12:01:45.000Z",
|
|
1032
|
+
"closeReason": null,
|
|
1033
|
+
"ticket": {
|
|
1034
|
+
"number": null,
|
|
1035
|
+
"reason": "timeout"
|
|
1036
|
+
},
|
|
1037
|
+
"lastSeq": 2,
|
|
1038
|
+
"credentialExpiresAt": "2026-01-02T00:00:00.000Z"
|
|
1039
|
+
}
|
|
1040
|
+
},
|
|
1041
|
+
"state": "ticket",
|
|
1042
|
+
"agent": null,
|
|
1043
|
+
"ticket": {
|
|
1044
|
+
"number": 1042,
|
|
1045
|
+
"reason": "timeout"
|
|
1046
|
+
},
|
|
1047
|
+
"lastSeq": 2,
|
|
1048
|
+
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|
|
1049
|
+
1,
|
|
1050
|
+
2
|
|
1051
|
+
],
|
|
1052
|
+
"pending": [],
|
|
1053
|
+
"lines": [
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1054
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{
|
|
1055
|
+
"key": "e2",
|
|
1056
|
+
"kind": "system",
|
|
1057
|
+
"text": "We got your message and will get back to you soon. Request #1042"
|
|
1058
|
+
}
|
|
1059
|
+
],
|
|
1060
|
+
"status": "No representative was free in time, so we saved your chat as a request. We got your message and will get back to you soon. Request #1042",
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|
1061
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+
"waitLeft": null
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1062
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}
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1063
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]
|
|
1064
|
+
},
|
|
1065
|
+
{
|
|
1066
|
+
"name": "leave a message instead (events only, no conversation object)",
|
|
1067
|
+
"locale": "he",
|
|
1068
|
+
"start": {
|
|
1069
|
+
"id": "c1",
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|
1070
|
+
"state": "queued",
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|
1071
|
+
"departmentId": "d1",
|
|
1072
|
+
"agent": null,
|
|
1073
|
+
"queueDeadline": "2026-01-01T12:01:45.000Z",
|
|
1074
|
+
"closeReason": null,
|
|
1075
|
+
"ticket": null,
|
|
1076
|
+
"lastSeq": 1,
|
|
1077
|
+
"credentialExpiresAt": "2026-01-02T00:00:00.000Z"
|
|
1078
|
+
},
|
|
1079
|
+
"steps": [
|
|
1080
|
+
{
|
|
1081
|
+
"do": "start",
|
|
1082
|
+
"state": "queued",
|
|
1083
|
+
"agent": null,
|
|
1084
|
+
"ticket": null,
|
|
1085
|
+
"lastSeq": 0,
|
|
1086
|
+
"seqs": [],
|
|
1087
|
+
"pending": [],
|
|
1088
|
+
"lines": [],
|
|
1089
|
+
"status": "ממתינים לנציג (1:45)",
|
|
1090
|
+
"waitLeft": 105
|
|
1091
|
+
},
|
|
1092
|
+
{
|
|
1093
|
+
"do": {
|
|
1094
|
+
"event": {
|
|
1095
|
+
"seq": 2,
|
|
1096
|
+
"type": "message",
|
|
1097
|
+
"author": {
|
|
1098
|
+
"kind": "visitor"
|
|
1099
|
+
},
|
|
1100
|
+
"text": "אחזור מחר",
|
|
1101
|
+
"data": {},
|
|
1102
|
+
"clientId": "cid_leave_01",
|
|
1103
|
+
"at": "2026-01-01T12:00:02.000Z"
|
|
1104
|
+
}
|
|
1105
|
+
},
|
|
1106
|
+
"state": "queued",
|
|
1107
|
+
"agent": null,
|
|
1108
|
+
"ticket": null,
|
|
1109
|
+
"lastSeq": 2,
|
|
1110
|
+
"seqs": [
|
|
1111
|
+
2
|
|
1112
|
+
],
|
|
1113
|
+
"pending": [],
|
|
1114
|
+
"lines": [
|
|
1115
|
+
{
|
|
1116
|
+
"key": "e2",
|
|
1117
|
+
"kind": "visitor",
|
|
1118
|
+
"text": "אחזור מחר"
|
|
1119
|
+
}
|
|
1120
|
+
],
|
|
1121
|
+
"status": "ממתינים לנציג (1:45)",
|
|
1122
|
+
"waitLeft": 105
|
|
1123
|
+
},
|
|
1124
|
+
{
|
|
1125
|
+
"do": {
|
|
1126
|
+
"event": {
|
|
1127
|
+
"seq": 3,
|
|
1128
|
+
"type": "conversation.ticket",
|
|
1129
|
+
"author": {
|
|
1130
|
+
"kind": "system"
|
|
1131
|
+
},
|
|
1132
|
+
"text": null,
|
|
1133
|
+
"data": {
|
|
1134
|
+
"reason": "visitor",
|
|
1135
|
+
"ticketNumber": 77
|
|
1136
|
+
},
|
|
1137
|
+
"clientId": null,
|
|
1138
|
+
"at": "2026-01-01T12:00:03.000Z"
|
|
1139
|
+
}
|
|
1140
|
+
},
|
|
1141
|
+
"state": "ticket",
|
|
1142
|
+
"agent": null,
|
|
1143
|
+
"ticket": {
|
|
1144
|
+
"number": 77,
|
|
1145
|
+
"reason": "visitor"
|
|
1146
|
+
},
|
|
1147
|
+
"lastSeq": 3,
|
|
1148
|
+
"seqs": [
|
|
1149
|
+
2,
|
|
1150
|
+
3
|
|
1151
|
+
],
|
|
1152
|
+
"pending": [],
|
|
1153
|
+
"lines": [
|
|
1154
|
+
{
|
|
1155
|
+
"key": "e2",
|
|
1156
|
+
"kind": "visitor",
|
|
1157
|
+
"text": "אחזור מחר"
|
|
1158
|
+
},
|
|
1159
|
+
{
|
|
1160
|
+
"key": "e3",
|
|
1161
|
+
"kind": "system",
|
|
1162
|
+
"text": "קיבלנו את ההודעה ונחזור אליכם בהקדם. פנייה מספר 77"
|
|
1163
|
+
}
|
|
1164
|
+
],
|
|
1165
|
+
"status": "קיבלנו את ההודעה ונחזור אליכם בהקדם. פנייה מספר 77",
|
|
1166
|
+
"waitLeft": null
|
|
1167
|
+
}
|
|
1168
|
+
]
|
|
1169
|
+
}
|
|
1170
|
+
],
|
|
1171
|
+
"backoff": [
|
|
1172
|
+
{
|
|
1173
|
+
"attempt": 0,
|
|
1174
|
+
"random": 0,
|
|
1175
|
+
"ms": 700
|
|
1176
|
+
},
|
|
1177
|
+
{
|
|
1178
|
+
"attempt": 0,
|
|
1179
|
+
"random": 0.5,
|
|
1180
|
+
"ms": 1000
|
|
1181
|
+
},
|
|
1182
|
+
{
|
|
1183
|
+
"attempt": 0,
|
|
1184
|
+
"random": 1,
|
|
1185
|
+
"ms": 1300
|
|
1186
|
+
},
|
|
1187
|
+
{
|
|
1188
|
+
"attempt": 1,
|
|
1189
|
+
"random": 0.5,
|
|
1190
|
+
"ms": 2000
|
|
1191
|
+
},
|
|
1192
|
+
{
|
|
1193
|
+
"attempt": 2,
|
|
1194
|
+
"random": 0.5,
|
|
1195
|
+
"ms": 4000
|
|
1196
|
+
},
|
|
1197
|
+
{
|
|
1198
|
+
"attempt": 3,
|
|
1199
|
+
"random": 0.5,
|
|
1200
|
+
"ms": 8000
|
|
1201
|
+
},
|
|
1202
|
+
{
|
|
1203
|
+
"attempt": 4,
|
|
1204
|
+
"random": 0.5,
|
|
1205
|
+
"ms": 16000
|
|
1206
|
+
},
|
|
1207
|
+
{
|
|
1208
|
+
"attempt": 5,
|
|
1209
|
+
"random": 0.5,
|
|
1210
|
+
"ms": 30000
|
|
1211
|
+
},
|
|
1212
|
+
{
|
|
1213
|
+
"attempt": 9,
|
|
1214
|
+
"random": 0.5,
|
|
1215
|
+
"ms": 30000
|
|
1216
|
+
},
|
|
1217
|
+
{
|
|
1218
|
+
"attempt": 9,
|
|
1219
|
+
"random": 1,
|
|
1220
|
+
"ms": 39000
|
|
1221
|
+
}
|
|
1222
|
+
],
|
|
1223
|
+
"liveChip": {
|
|
1224
|
+
"input": [
|
|
1225
|
+
{
|
|
1226
|
+
"id": "script:a",
|
|
1227
|
+
"label": "A",
|
|
1228
|
+
"kind": "button"
|
|
1229
|
+
},
|
|
1230
|
+
{
|
|
1231
|
+
"id": "contact",
|
|
1232
|
+
"label": "Talk to our team",
|
|
1233
|
+
"kind": "contact",
|
|
1234
|
+
"prefill": "where is my order"
|
|
1235
|
+
}
|
|
1236
|
+
],
|
|
1237
|
+
"label": "Talk to a representative",
|
|
1238
|
+
"output": [
|
|
1239
|
+
{
|
|
1240
|
+
"id": "script:a",
|
|
1241
|
+
"label": "A",
|
|
1242
|
+
"kind": "button"
|
|
1243
|
+
},
|
|
1244
|
+
{
|
|
1245
|
+
"id": "live",
|
|
1246
|
+
"label": "Talk to a representative",
|
|
1247
|
+
"kind": "live",
|
|
1248
|
+
"prefill": "where is my order"
|
|
1249
|
+
},
|
|
1250
|
+
{
|
|
1251
|
+
"id": "contact",
|
|
1252
|
+
"label": "Talk to our team",
|
|
1253
|
+
"kind": "contact",
|
|
1254
|
+
"prefill": "where is my order"
|
|
1255
|
+
}
|
|
1256
|
+
]
|
|
1257
|
+
},
|
|
1258
|
+
"unavailable": [
|
|
1259
|
+
{
|
|
1260
|
+
"reason": "closed",
|
|
1261
|
+
"locale": "en",
|
|
1262
|
+
"time": "09:00",
|
|
1263
|
+
"text": "Our representatives are not available right now and will be back at 09:00. Leave a message and we will get back to you."
|
|
1264
|
+
},
|
|
1265
|
+
{
|
|
1266
|
+
"reason": "closed",
|
|
1267
|
+
"locale": "he",
|
|
1268
|
+
"time": "09:00",
|
|
1269
|
+
"text": "הנציגים לא זמינים כרגע ויחזרו ב-09:00. השאירו הודעה ונחזור אליכם."
|
|
1270
|
+
},
|
|
1271
|
+
{
|
|
1272
|
+
"reason": "no_agents",
|
|
1273
|
+
"locale": "en",
|
|
1274
|
+
"time": null,
|
|
1275
|
+
"text": "All our representatives are busy right now. Leave a message and we will get back to you."
|
|
1276
|
+
},
|
|
1277
|
+
{
|
|
1278
|
+
"reason": "no_agents",
|
|
1279
|
+
"locale": "he",
|
|
1280
|
+
"time": null,
|
|
1281
|
+
"text": "כל הנציגים עסוקים כרגע. השאירו הודעה ונחזור אליכם."
|
|
1282
|
+
},
|
|
1283
|
+
{
|
|
1284
|
+
"reason": "quota",
|
|
1285
|
+
"locale": "en",
|
|
1286
|
+
"time": null,
|
|
1287
|
+
"text": ""
|
|
1288
|
+
},
|
|
1289
|
+
{
|
|
1290
|
+
"reason": "quota",
|
|
1291
|
+
"locale": "he",
|
|
1292
|
+
"time": null,
|
|
1293
|
+
"text": ""
|
|
1294
|
+
},
|
|
1295
|
+
{
|
|
1296
|
+
"reason": "disabled",
|
|
1297
|
+
"locale": "en",
|
|
1298
|
+
"time": null,
|
|
1299
|
+
"text": ""
|
|
1300
|
+
},
|
|
1301
|
+
{
|
|
1302
|
+
"reason": "disabled",
|
|
1303
|
+
"locale": "he",
|
|
1304
|
+
"time": null,
|
|
1305
|
+
"text": ""
|
|
1306
|
+
}
|
|
1307
|
+
]
|
|
1308
|
+
}
|