CXone Mobile SDK Event Diagrams

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Initial State:

• The SDK’s initial status is set to initial.

• The mobile app enters the foreground.

Chat Preparation:

• The user initiates chat preparation by calling prepare(brandId:channelId:).

• If the chat state is not initial or offline, an IllegalChatStateError is returned.

• Otherwise, the SDK sets the chat state to preparing and notifies the UI with onChatUpdated().

Channel Configuration:

• The SDK requests channel configuration from the backend with getChannelConfiguration()).

• If there’s a server error, a ServerError is returned, and the chat state is reset to initialize.

• Otherwise, the channel configuration is received, and the SDK creates a destination ID.

• If visitor ID or customer ID is null, they are created and stored locally.

Visitor and Customer Handling:

• The SDK calls createOrUpdateVisitor(visitorId:customerId:deviceToken:) on the backend.

• If there’s a server error, the chat state is reset to initialize.

• Otherwise, the visitor and customer handling is successful.

Chat Prepared State:

• The chat state is set to prepared.

• The UI is notified with onChatUpdated().

• Analytics for page views are tracked between the mobile app and backend.

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Application Entering Background:

• The UI displays a box indicating that the application is entering the background.

• The UI notifies the SDK that the page view has ended using pageViewEnded.

• The backend receives the pageViewEnded event.

  • If there’s a server error, it’s handled.

  • Otherwise, the event is successful.

Disconnecting and State Handling:

• The UI initiates disconnection using disconnect().

• Depending on the current state:

  • If preparing, the SDK sets the state to initial.

  • If already prepared, the SDK disconnects the socket and sets the state to prepared.

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Application Activation Reference:

• The diagram references the application went active event.

View Page Event:

• The user views a page, and the UI notifies the SDK with viewPage(title:url:).

• The chat mode is checked:

  • If not prepared, an illegalChatStateError is returned.

  • Otherwise, the visit details are checked for expiration.

    • If expired, new visit details are created (UUID and expiration).

    • If valid, the SDK adjusts the current expiration.

  • If the last page viewed was not sent, the SDK ends the page view.

  • The current last page viewed title, URI, and timestamp are stored.

  • If there’s a failure, like a server error, it’s handled.

Backend Interaction:

• The SDK communicates with the backend services:

  • visitorVisit(date:) is called to record the visit.

  • pageView(title:uri:timestamp) is called to log the page view.

  • If there’s a server error, it’s handled.

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Application Activation Reference:

• The diagram references the application went active event.

Chat Opening:

• The app user opens the chat, and the UI initiates a connection with connect().

• The chat state is checked:

  • If connecting, the SDK establishes a WebSocket connection.

  • If initial or preparing, an IllegalChatStateError is returned.

  • If prepared, the chat mode is checked:

    • If live chat and live chat status is offline, the chat state is set to offline.

    • Otherwise, the WebSocket connection is established.

    • OAuth handling depends on whether it’s enabled or disabled.

OAuth Handling:

• If OAuth is enabled:

  • The SDK reconnects with reconnectCustomerEventData(accessToken:).

  • If there’s a server error, it’s handled.

  • Otherwise, the CustomerReconnectedEvent is received.

• If OAuth is disabled:

  • The SDK authorizes with authorizeCustomerEventData(authorizationCode:codeVerifier:).

  • If there’s a server error, it’s handled.

  • Otherwise, the CustomerAuthorizedEvent is received, and the access token and customer identity are stored.

Chat Connected State:

• The chat state is set to connected.

• The UI is notified with onChatUpdated().

• Depending on whether the chat is single- In a single-threaded app, each contact can have only one chat thread. Any interaction they have with your organization takes place in that one chat thread. or multi-thread In a multi-threaded app, contacts can create as many threads as they want to discuss new topics. These threads can be active at the same time., the relevant chat view is displayed.

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Application Activation Reference:

• The diagram references the open chat event.

Thread Recovery:

• The SDK loads the thread ID from local storage.

• If any thread ID from an external platform is stored locally, the SDK recovers the messaging thread using RecoverMessagingThreadEvent(threadId:).

• If no UUID is available, the SDK attempts recovery with RecoverMessagingThreadEvent(nil).

Thread Existence Check:

• If the thread exists, the ThreadRecoveredEvent is received.

  • The chat and thread states are set to ready.

  • The UI is notified with onThreadUpdated().

• If the thread does not exist, the ThreadRecoverFailedEvent is received.

  • The chat state is set to ready.

  • The UI is notified with onChatUpdated().

  • A note indicates that no thread recovery is needed.

Chat Interaction:

• The UI displays the chat window for the user to engage with an agent.

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Application Activation Reference:

• The diagram references the open chat event.

Thread List Retrieval:

• The SDK fetches the list of threads from the backend using FetchThreadListEvent.

• If there’s a server error, it’s handled.

• Otherwise, the thread list is fetched.

Thread Handling:

• If threads exist:

  • The SDK sets the state of each thread to received and loads the last messages.

  • Thread metadata is loaded, and the state is set to loaded.

  • The chat state is set to ready, and the UI is notified.

• If no threads exist:

  • The chat state is set to ready, and the UI is notified.

Create or Open Threads:

• If creating a new thread:

  • The user initiates thread creation.

• If opening an existing thread:

  • The user selects a thread.

  • The UI opens the thread using openThread(thread:).

  • The thread is recovered from the backend.

  • If there’s a server error, it’s handled.

  • Otherwise, the thread is recovered, and the state is set to ready.

Chat Interaction:

• The user engages in chat with an agent.

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User Details and Prechat:

• If the customer name is not provided, the UI shows a user details form view.

• If pre-chat information is available, the UI shows a pre-chat form view.

Thread Creation:

• The user begins a conversation.

• The UI initiates thread creation using createThread(customFields:).

• If the chat mode is not multi-thread and the thread already exists:

  • An unsupportedChannelConfigError is returned.

  • An error alert is displayed.

• Otherwise:

  • The SDK creates the thread locally with a UUID.

  • The UUID is stored locally.

  • The thread state is set to pending.

  • The UI is notified with onThreadUpdated().

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Chat Initialization:

• The user sends a message using sendMessage(message:).

• If a welcome message is available:

  • The SDK sends an outbound welcome message using SendOutboundMessageEvent(welcomeMessage:).

  • If there’s a server error, it’s handled.

  • Otherwise, the MessageCreatedEvent is received, and the UI is updated.

• The SDK sends the user’s message using sendMessageEvent.

  • If there’s a server error, it’s handled.

  • Otherwise, the MessageCreatedEvent is received, and the UI is updated.

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Chat Ending:

• The user presses End Conversation.

• The UI notifies the SDK to end the conversation using endConversation().

• The backend receives the EndConversationEvent.

  • If there’s a server error, it’s handled.

  • Otherwise, the case status is changed, and the thread state is set to closed.

  • The UI is notified with onThreadUpdated().

End Contact Experience View:

• The UI displays the end contact view.