This method retrieves a list of a consumer's conversations' metadata. The retrieved data can be filtered by time, range and state.

Request

Method URL
GET https://{domain}/messaging_history/api/account/{accountID}/conversations/consumer/metadata/search?state=close&startFrom=1502628503961&startTo=1502628758614&offset=0&limit=50

URL Parameters

Name Description Type/Value Required Notes
offset The offset specifies from which record to retrieve the conversation. numeric Optional Default is 0. Example: Of 100 records, the first 20 have already been retrieved. Thus,the next request will be specified with offset 20.
limit Max amount of conversations to be received in the response. numeric Optional Default is 50. Max value is 100. The remaining conversations can be obtained using pagination (using offset, in a subsequent request).
sort Sort the results in a predefined order. string Optional Example: start:desc will order conversations by descending value of the start time. Valid values include: start, end. Order:[asc/desc]
state State of the conversation. Comma separated string Optional Valid values: "close", "archive". Example: state=close,archive. Default value - archive
startFrom Conversation started from the given value long - epoch time in milliseconds. Optional startFrom and startTo must be passed together or not at all. Default values, in case start parameters are absent, last 13 months.
startTo Conversation started up to the given value long - epoch time in milliseconds. Optional startTo and startFrom must be passed together or not at all. Default values, in case start parameters are absent, last 13 months.
source Used to describe the originator of the call. The source name should be unique for every project/process within the organization. String Optional. Will be required from March 2021 The source name should not exceed 20 characters. Please follow the format of ProjectName+AppName+UseCase. Example: LP_AgentUI_History

Response

Elements in the Response

_ responseMetadata

Name Description Type/Value
_responseMetadata All response-related pagination Metadata. container
rel Name of a link to be used in the next request. alphanumeric (256)
href A specific link to be used in the next request. alphanumeric (256)
count Number of sessions using the current query/filter. numeric

conversation record

Name Description Type/Value
convId ID of the conversation. String
participants Contains information about the participating in the conversation. container
dialogs Contains information about the dialogs in the conversation. container
state State of the main dialog. string
stage State of the entire conversation. string
startTs Start-time of the conversation. long
endTs End-time of the conversation. long
csat Contains information about the csat given by the consumer. container
closeReason The close reason for the main dialog string

Conversation participants

Name Description Type/Value Notes
id ID of the participant (Agent or Consumer). string  
role The role pf the participant . string Valid values: "CONSUMER", "ASSIGNED_AGENT", "READER", "MANAGER"

Conversation csat

Name Description Type/Value Notes
csatRate Time score given by the consumer. double  
csatResolutionConfirmation Indicates whether the issue was resolved. boolean  
status The status of the csat survey string Valid values: "FILLED", "PARTIALLY_FILLED","SKIPPED"

Conversation dialogs

Name Description Type/Value Notes
dialogId ID of the dialog. string  
participantsDetails Contains information about the participants in the dialog. container  
dialogType Type of the dialog. string Valid values: "MAIN", "POST_SURVEY".
state State of the dialog string Valid values: "OPEN", "CLOSE".
closedBy             The participant that closed the dialog     string  
creationTs Time of the dialog creation long  
endTs End time of the dialog long  
channelType The dialog channel type string  

JSON Example

{
    "_responseMetadata": {
        "count": 1,
        "self": {
            "rel": "self",
            "href": "http://localhost:8080/messaging_history/api/account/le69322492/conversations/consumer/metadata/search?limit=50&offset=0&sort=start:desc"
        },
        "shardsStatusResult": {
            "partialResult": false
        }
    },
    "conversationHistoryMetadataRecords": [
        {
            "convId": "2ba1f774-0455-4759-9e5c-42d9b67db3f1",
            "participants": [
                {
                    "id": "d74812871d96945af08f77b95b16b39cc2f29438bbe48b0109e2719575787332",
                    "role": "CONSUMER"
                },
                {
                    "id": "eea399b9-fed0-5cb0-8d38-00e3bc50d79b",
                    "role": "ASSIGNED_AGENT"
                }
            ],
            "dialogs": [
                {
                  "dialogId": "2ba1f774-0455-4759-9e5c-42d9b67db3f1",
                  "participantsDetails": [
                    {
                      "id": "d74812871d96945af08f77b95b16b39cc2f29438bbe48b0109e2719575787332",
                      "role": "CONSUMER"
                    },
                  ],
                  "dialogType": "MAIN",
                  "state": "CLOSE",
                  "closedBy": "Agent",
                  "creationTs": 1501047777465,
                  "endTs": 1501047800467,
                  "channelType": "MESSAGING"
                }
            ]     
            "state": "CLOSE",
            "stage": "OPEN",
            "startTs": 1501047777465,
            "endTs": 1501047800467,
            "csat": {
                "csatRate": 3,
                "csatResolutionConfirmation": false,
                "status": "FILLED"
            },
            "closeReason": "CONSUMER"
        }
    ]
}