Message Sub Type
This data export field indicates the sub category of the message on the communication leg.
|
Historical Data Source |
CONTACT Data Records |
|
Category |
Messages |
|
Channels |
|
|
Size (bytes) |
4 |
|
Filter |
Message Sub Type |
|
Dimension |
None |
Possible Values
|
Value |
Description |
|
SMS |
An incoming or agent-initiated SMS text message |
|
MMS |
An MMS message |
|
|
An incoming or agent-initiated email message |
|
Email Action |
One of the following agent actions on an incoming email: Reply, Forward, Follow Up, Followed Up, Ignore, Delete, Done, and Requeue. |
|
Tweet |
A Twitter (Public) message (Tweet) |
|
Twitter Direct Message |
A Twitter (Direct) message |
|
Facebook Public Message |
A Facebook (Public) message |
|
Messenger |
A Facebook Messenger message |
|
Viber |
A Viber message |
|
Trustpilot |
A Trustpilot message |
|
|
A WhatsApp message |
|
Instagram Direct |
An Instagram (Direct) message |
|
Instagram Page |
An Instagram (Public) message |
|
Chat |
A web chat message |
Example
This data export report shows an incoming Twitter (Public) message.
|
Call Date/Time |
Inbound/Outbound |
Originating address |
Destination address |
Message Sub Type |
|
|
2018-08-03 17:15:18 |
I |
HayleyPincott |
Sequoia |
6 |
Tweet |
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
|
|
|
|
|
|
External |
storm |
storm user |
|
|
|
|
INCOMING SOCIAL MEDIA MESSAGE |
|
|
|
SOCIAL MEDIA MESSAGE REPLY |
Filter
Include or exclude one or more of the values listed in the 'Possible Values' section above.