Case management events¶

Giosg emits four generic-event actions with category: case_management and vendor: com.giosg.chat. List them with Listing generic events. To join chat message rows to a case, use the optional case management integration flags on /message-events — they are not required for ordinary message listing.

Filter any of them with "category": "case_management" and the action you need.

A new case that auto-starts in a funnel typically produces case_created, activity_created (the chat), and step_started (first stage). Moving between stages produces step_ended on the old stage and step_started on the new one.

The tables under each action are the fields that event sets for case data, not every column on the row. Shared case fields are listed at the end. The full listing response is in Generic events — Result object.

Case created¶

Action: case_created

A case is created.

Field	Meaning
`vendor`	`com.giosg.chat`
`category`	`case_management`
`action`	`case_created`
`label`	Case id
`dim1`	Contact id
`dim2`	Priority
`dim3`	Case number
`dim4`	Unused
`dim5`	Unused
`value`	`1`
`user_id`	Case owner id at event time (if assigned)
`properties`	`case_id=…`, `messaging_channel=…`, `status=…`

Chat linked to a case¶

Action: activity_created

A chat session is linked to a case.

Field	Meaning
`vendor`	`com.giosg.chat`
`category`	`case_management`
`action`	`activity_created`
`label`	Chat session id
`dim1`	Contact id
`dim2`	Priority
`dim3`	Case number
`dim4`	Case id
`dim5`	Unused
`value`	`1`
`user_id`	Case owner id at event time (if assigned)
`properties`	`case_id=…`, `messaging_channel=…`

Case entered a stage¶

Action: step_started

A case enters a funnel stage (first placement, or a move into a new stage).

Field	Meaning
`vendor`	`com.giosg.chat`
`category`	`case_management`
`action`	`step_started`
`label`	Funnel stage id
`dim1`	Funnel id
`dim2`	Stage name
`dim3`	Case number
`dim4`	Chat session id if a chat is linked; empty/null otherwise. Always present on listed rows.
`dim5`	Case status: `in_progress`, `pending`, or `closed`
`value`	`1`
`user_id`	Case owner id at event time (if assigned)
`properties`	When a chat is linked: `room_id=…`, `case_id=…`, `messaging_channel=…`. When no chat is linked, `properties` is empty — there is no `case_id` on the row; use `dim3` (case number).

Case left a stage¶

Action: step_ended

A case leaves a funnel stage. Fired together with step_started on the new stage.

Field	Meaning
`vendor`	`com.giosg.chat`
`category`	`case_management`
`action`	`step_ended`
`label`	Funnel stage id of the stage being left
`dim1`	Funnel id
`dim2`	Stage name
`dim3`	Case number
`dim4`	Chat session id if a chat is linked; empty/null otherwise. Always present on listed rows.
`dim5`	Case status: `in_progress`, `pending`, or `closed`
`value`	Seconds spent in the stage
`user_id`	Case owner id at event time (if assigned)
`properties`	When a chat is linked: `room_id=…`, `case_id=…`, `messaging_channel=…`. When no chat is linked, `properties` is empty — there is no `case_id` on the row; use `dim3` (case number).

Common fields¶

Same meaning on all four actions:

Field	Meaning
`vendor`	Always `com.giosg.chat`
`category`	Always `case_management`
`organization_id`	Organization UUID
`dim3`	Case number (not the case UUID)
`user_id`	Case owner id at the time the event was created, if assigned
`visitor_id`	Visitor id, if the case contact has one
`session_id`	Visitor session id, if available

Note

user_id is a snapshot. It is the case owner when that event was written, not a live lookup. If the owner is assigned or changed later, earlier events keep the old value (or stay empty).

The case UUID is case_id=… in properties on case_created and activity_created. On step_started / step_ended it is only present when a chat is linked; otherwise use dim3 (case number). On case_created the UUID is also label; on activity_created it is also dim4.

Full row columns (including geo_city, geo_country, device, and browser): Generic events — Result object.