Clients subscribe to the Server-Sent Events endpoint to receive server-side events.
These events encompass diverse message entries and provide supplementary information related to the conversation entry.
For a comprehensive understanding of the various supported message types and formats, please refer to the “Message Types & Format Types” section.
The CONVERSATION_CLOSE_CONVERSATION event handles when the client receives an indicator or a confirmation that the conversation is closed.
This event only triggers when the end user closes the conversation, not when an agent ends a session. To handle when sessions end regardless of who initiated it, see the CONVERSATION_SESSION_STATUS_CHANGED event.
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"CloseConversation\",\"id\":\"28abcd89-5b99-4162-966f-70fee8588b17\",\"conversationIdentifier\":\"9d1357a8-9a31-4ae2-a13b-6781a6b15045\"}",The CONVERSATION_DELIVERY_ACKNOWLEDGEMENT event handles when an end user receives an acknowledgment for their message when it is ‘Delivered’.
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"DeliveryAcknowledgement\",\"id\":\"2f4548b2-42d7-4535-82dd-d2b0fb38ab95\",\"recipient\":{\"role\":\"Agent\",\"appType\":\"agent\",\"subject\":\"005SB000000AEkr\",\"clientIdentifier\":null},\"acknowledgedConversationEntryIdentifier\":\"7f7700aa-7ae4-4cf6-b23d-8f5ae11cbf72\",\"acknowledgementTimestamp\":1713391682342}",The CONVERSATION_MESSAGE event handles when a conversation message comes through the event source (SSE).
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"Message\",\"id\":\"98ff46c3-358e-43e1-b70a-981d403374e9\",\"abstractMessage\":{\"messageType\":\"StaticContentMessage\",\"inReplyToMessageId\":null,\"id\":\"98ff46c3-358e-43e1-b70a-981d403374e9\",\"references\":[],\"staticContent\":{\"formatType\":\"Text\",\"text\":\"hi\"}},\"messageReason\":null}",The CONVERSATION_PARTICIPANT_CHANGED event handles when a new participant joins a conversation or an existing participant leaves. This event applies to a participant other than the end user using the Enhanced Chat client.
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"ParticipantChanged\",\"id\":\"889fb316-6627-4158-9a91-4f641870899c\",\"entries\":[{\"operation\":\"add\",\"menuMetadata\":null,\"participant\":{\"role\":\"Agent\",\"appType\":\"agent\",\"subject\":\"005SB000000AEkr\",\"clientIdentifier\":\"\"},\"displayName\":\"Jessica T\"}]}",
2
3"{\"entryType\":\"ParticipantChanged\",\"id\":\"ff2dcd62-d8b1-43b0-9165-f7b21d0f1bb4\",\"entries\":[{\"operation\":\"remove\",\"menuMetadata\":null,\"participant\":{\"role\":\"Agent\",\"appType\":\"agent\",\"subject\":\"005SG0000018413\",\"clientIdentifier\":\"\"},\"displayName\":\"Admin U\"}]}"The CONVERSATION_PROGRESS_INDICATOR event allows you to display a progress indicator when an AI agent is responding to a conversation. Progress indicators are useful to provide more information and context to users when an AI Agent is executing complex actions.
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"ProgressIndicator\",\"id\":\"a7ba79d6-6ee5-402c-936c-d2716682c4ed\",\"progressIndicator\":{\"indicatorType\":\"ProgressUpdateIndicator\",\"progressMessage\":{\"formatType\":\"Text\",\"text\":\"Calling agent action: SvcCopilotTmpl__GetAllCasesForContact\"}}}",The CONVERSATION_QUEUE_POSITION event handles when the queue position of a chat in the service queue is updated.
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"QueuePosition\",\"pendingServiceRoutingId\":\"0JRSG0000039WoX\",\"workItemId\":\"0MwSG00000DQVQU\",\"position\":1}"The CONVERSATION_READ_ACKNOWLEDGEMENT event handles when an end user receives an acknowledgment for their message when it is ‘Read’.
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"ReadAcknowledgement\",\"id\":\"52824f00-2365-4ab8-9e27-827d08d5b4d4\",\"recipient\":{\"role\":\"Agent\",\"appType\":\"agent\",\"subject\":\"005SB000000AEkr\",\"clientIdentifier\":null},\"acknowledgedConversationEntryIdentifier\":\"7f7700aa-7ae4-4cf6-b23d-8f5ae11cbf72\",\"acknowledgementTimestamp\":1713391759278}",The CONVERSATION_ROUTING_RESULT event handles routing to a rep or chatbot, such as when a conversation is initially created or when a conversation is transferred from a chatbot to a rep.
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"RoutingResult\",\"id\":\"3dd5edf6-49f1-464b-8d59-f53d8ff18528\",\"recordId\":\"0MwSB000007tiXR\",\"errorMessages\":[],\"pendingServiceRoutingId\":\"0JRSB0000029uEk\",\"routingType\":\"Initial\",\"estimatedWaitTime\":{\"estimatedWaitTimeInSeconds\":-1,\"isEWTRequested\":true},\"failureReason\":\"\",\"failureType\":\"None\",\"routingConfigurationDetails\":{\"routingConfigurationType\":\"QueueRoutingType\",\"queueId\":\"00GSB0000002RNV\"}}",The CONVERSATION_SESSION_STATUS_CHANGED event notifies when a messaging session’s status changes. For example, this event is triggered when a messaging session status changes to NEW, ACTIVE, INACTIVE, or ENDED. This event allows you to track whether a session was created, accepted, or ended. This event is especially useful because the CONVERSATION_CLOSE_CONVERSATION event only triggers when the end user closes the conversation, not when an agent ends a session. The session status change event fills that gap by letting you detect when sessions end regardless of who initiated it.
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"SessionStatusChanged\",\"id\":\"fe7991bd-d863-4d8f-8ca9-ae52dd4b3d93\",\"conversationIdentifier\":\"f804aa54-e77e-4958-8840-79e0233ae4b0\",\"channelAddressIdentifier\":\"0aeba2ad-ff17-416f-8c70-7b0326220008\",\"sessionStatusPrev\":\"Waiting\",\"sessionEndedByRole\":null,\"sessionEndTime\":null,\"sessionStatus\":\"Active\",\"sessionStartTime\":1767740596000,\"sessionId\":\"0MwSB00000WMkZk\"}",The CONVERSATION_STREAMING_TOKEN event allows you to feed partial responses in real time as they become available, engaging users immediately and allowing them to consume content sooner.
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"StreamingToken\",\"id\":\"5f1085c6-e933-49d3-bf87-f7d52fac149a\",\"streamingToken\":{\"tokenType\":\"MessageStreamingToken\",\"sequenceNumber\":1,\"timestamp\":1741299980669,\"targetMessageIdentifier\":\"1741299974320-REQ-1\",\"token\":{\"formatType\":\"Text\",\"text\":\"Agentforce is a powerful tool that helps companies build AI agents to drive customer\"}}}",The token type StreamingTokenValidation notifies you when there’s an issue like hallucination in the tokens streamed.
1"{\"entryType\":\"StreamingToken\",\"id\":\"8b764460-fde7-4ad4-a9f9-b9ed85528542\",\"streamingToken\":{\"tokenType\":\"StreamingTokenValidation\",\"sequenceNumber\":1,\"timestamp\":1741302561902,\"result\":{\"valid\":false,\"reason\":\"UNGROUNDED\"},\"targetMessageIdentifier\":\"1741302557255-REQ-1\"}}",The CONVERSATION_TYPING_STARTED_INDICATOR event handles when the client receives a “typing started” indicator when the other participant, such as a rep or chatbot, starts typing a message.
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"TypingStartedIndicator\",\"id\":\"0df87b90-d916-49a1-8739-fc59e6090668\",\"timestamp\":1713391872258}",The CONVERSATION_TYPING_STOPPED_INDICATOR event handles when the client receives a “typing stopped” indicator when the other participant, such as a rep or chatbot, stops typing a message.
Add the following payload to the Server-Sent Events endpoint.
1"{\"entryType\":\"TypingStoppedIndicator\",\"id\":\"60582fd0-d697-43b4-9b39-e014d6d62760\",\"timestamp\":1713391878151}",
j