Session Events API

This documentation describes how to interact with the Apizee API to retrieve events that occur during video sessions ("video-assistance").

Introduction

Apizee sessions can include interactions such as OCR scans, chat messages, media captures, or survey completions. Until now, this data was not accessible externally.

With the new Session Events API, all meaningful in-session actions are exposed via:

• a REST API attached to each ticket

• a webhook that triggers on each new event

These capabilities enable IT systems to:

• Monitor what happens during video sessions

• Automate processes based on session content

• Archive or analyze interaction data

Authentication and Permissions

Access to these endpoints requires:

• A valid Bearer token

• Proper role permissions to access ticket data

See Authentication for a step by step documentation.

Rate limiting applies to all event endpoints. See Rate Limits for more details.

Event Model

Each event in the ticket timeline follows a common structure:

{
  "id": "evt_123456",
  "eventName": "media.OCRDone",
  "timestamp": "2025-06-01T09:15:30Z",
  "source": "agent",
  "data": {
    "text": "REF-98213"
  }
}

Common fields:

Field	Type	Description
id	string	Unique identifier for the event
eventName	string	Type of event
timestamp	string	ISO 8601 UTC timestamp of the event
source	string	agent, guest, or system
data	object	Event-specific payload

---

Event-specific data field

eventName	data attribute value
consent.accepted
ticket.sessionStarted
geo.ansAllowed	"geoloc":{ "lat": 48.650032799999998, "lng": -3.3655395000000001 }
geo.ansDisallowed
ticket.approved	"agent": { "email": "[e-mail]", "phone": "[phone]", "firstname": "John", "lastname": "Doe" },
ticket.new	"agent": { "email": "[e-mail]", "phone": "[phone]", "firstname": "John", "lastname": "Doe" },
ticket.assigned	"agent": { "email": "[e-mail]", "phone": "[phone]", "firstname": "John", "lastname": "Doe" },
ticket.completed	"agent": { "email": "[e-mail]", "phone": "[phone]", "firstname": "John", "lastname": "Doe" },
ticket.cancelled	"agent": { "email": "[e-mail]", "phone": "[phone]", "firstname": "John", "lastname": "Doe" },
ticket.closed	"agent": { "email": "[e-mail]", "phone": "[phone]", "firstname": "John", "lastname": "Doe" },
mediaDevice.allowed	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
mediaDevice.disallowed	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
mediaDevice.cameraAllowed	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
mediaDevice.cameraDisallowed	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
mediaDevice.micAllowed	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
mediaDevice.micDisallowed	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
session.established	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
ticket.priorityChanged	"agent": { "email": "[e-mail]", "phone": "", "firstname": "François", "lastname": "Le Goff" }, "oldPriority": 1, "newPriority": 0
ticket.invitationSent	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
ticket.invitationResent	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
ticket.invitationAccepted	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
ticket.invitationDeclined	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
ticket.invitationExpired
ticket.invitationClicked	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
ticket.invitationNotclicked	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
session.agentContacted	"agent": { "email": "[e-mail]", "phone": "[phone]", "firstname": "John", "lastname": "Doe" },
media.pictureTaken	“mediaId”: 342432
media.pictureSent	“mediaId”: 342432
survey.answered	"requestor": { "email": "[e-mail]", "phone": "", "firstname": "", "lastname": "contact Flegoff" }, "surveyAnswer": { "questions" : [ {"id":12, //SurveyQuestionAnswer id "label": {"fr":"Première question ?","en":"Question one?"}, "answer": "Not satisfied" //Not satisfied, Satisfied, Very satisfied }, {"id":14, "label": {"fr":"Deuxième question ?","en":"Question two?"}, "answer": "Satisfied" //Not satisfied, Satisfied, Very satisfied } ], "feedback": "Ceci est un feedback" }
session.agentLeft	"agent": { "email": "[e-mail]", "phone": "[phone]", "firstname": "John", "lastname": "Doe" },
session.userLeft	"requestor": { "email": "[e-mail]", "phone": "0605040302", "firstname": "Jane", "lastname": "Doe" },
media.OCRDone	"text": "Lorem\nipsum"

Access to a ticket's events

Get an event list for a ticket.

get

Authorizations

Path parameters

ticketIdintegerRequired

ID of the wanted ticket

Responses

200

Good case

application/json

Responseany

403

Forbidden

application/json

404

Not found case

application/json

get

HTTPcURLJavaScriptPython

GET /api/v3/tickets/{ticketId}/events HTTP/1.1
Host: 
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

[
  {
    "id": 56473,
    "eventType": "ticket.invitationAccepted",
    "timestamp": 1741621530,
    "conversationId": 1345324,
    "data": {
      "requestor": {
        "email": "[e-mail]",
        "phone": "[phone]",
        "firstname": "Jane",
        "lastname": "Doe"
      },
      "oldPriority": 1,
      "newPriority": 0
    }
  },
  {
    "id": 56474,
    "eventType": "ticket.priorityChanged",
    "timestamp": 1741621543,
    "conversationId": 1345324,
    "data": {
      "agent": {
        "email": "[e-mail]",
        "phone": "",
        "firstname": "John",
        "lastname": "Doe"
      },
      "oldPriority": 1,
      "newPriority": 0
    }
  },
  {
    "id": 56475,
    "eventType": "media.pictureTaken",
    "timestamp": 1741621550,
    "conversationId": 1345324,
    "data": {
      "mediaId": 342432
    }
  }
]

Listen to webhook callbacks

The conversationevent.create webhook notifies your system in real time whenever a new event occurs during a video session linked to a support ticket. It enables your backend to react immediately to user interactions such as media capture, OCR scans, or survey responses.

How It Works

Once configured, the webhook is triggered for each new event in a ticket's timeline. Your endpoint receives a POST request with a JSON payload describing the event.

To know more about webhooks and how to configure them, please refer to Webhooks.

Example Payload

{
  "event": "create",
  "time": 1741778698,
  "object": "conversationevent",
  "objectId": 178546982,
  "props": {
    "eventType": "media.OCRDone",
    "eventCode": 87,
    "conversationId": 54132,
    "ticketId": 339856,
    "text": "ABC1234"
  }
}

Payload Fields

Field	Type	Description
event	string	Action type (create)
time	integer	Unix timestamp of the event
object	string	Always "conversationevent"
objectId	integer	Unique ID of the event
props		Detailed information about the event
eventType	string	Type of event (e.g., media.OCRDone, ticket.new)
ticketId	integer	ID of the ticket where the event occurred
conversationId	integer	ID of the video session (if applicable)
other fields..	varies	depends on the Event-specific data field