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"
}
]
}