Typing signal

A typing signal is a UX element telling the recipient that there is a delay in the response.

Typing signals notify the channel that there is a delay in providing the next dialog from Medallia Conversations, and the channel provider might choose to show some message to the respondent to indicate something is happening, such as showing a "Typing" message or playing an earcon.

Typing signals are POST requests from Medallia Conversations to the channel provider. The payload contains the respondent ID and a typing state.

Note: Whether or not to send the typing notification is determined by the Typing On/Off option for the Custom channel properties in Medallia Conversations.

Request URL

The API endpoint implemented by the Channel Adapter to accept messages from Medallia Conversations.

{customer-adapter-uri}/?access_token={access-token}

  • {customer-adapter-uri} is the Customer send message URL setting in the Medallia Conversations Custom Channel settings.

  • {access-token} is the API-Token setting in the Medallia Conversations Custom Channel settings. The token is free-form text, but Medallia recommends using a cryptographically-secure token such as a UUID or other random nonce value. For more information, see API-token.

Request headers

Content-Type: application/json

Additional custom headers can be defined in the Medallia Conversations Channel configuration.

Request payload

The sender_action with the value "conversation_ended" indicates state of the typing signal as either on or off. The recipient:id specifies which conversation is affected. 

{
    "recipient": { "id": "<RECIPIENT_ID>" },
    "sender_action": <TYPING_STATE>
}

Request attributes

recipient:id string or integer requiredIdentifier unique to the respondent, such as phone number, email, or other channel-specific value. For phone numbers, the ID must be in E.164 format.
sender_action stringOne of:

  • typing_on: Activate the typing indicator.

  • typing_off: Turn off the typing indicator.

Response

Medallia Conversations does not look for a response from the typing signal request.