Introduction

Brands can now search, filter and keep copies of chat transcripts and related data, for example surveys, to later integrate and further analyze their data with third-party tools (DWH, CRM systems, etc.). 99.5 % of chat transcript data is available within 5 minutes. All other chat transcript data (including metadata like Engagement Attributes) is available within 2 hours after a chat has ended, and is stored for 13 months. The Engagement History API is based on the REST architecture style.

Getting Started

A few things you'll need to get started with this API:

  1. Retrieve your domain. Use the LivePerson Domain API to retrieve this information by providing the following service name:

    • engHistDomain
  2. This API requires authorization using API key.

  3. Here are the API terms of use.

Use Cases

  • Extract all chat transcripts and accompanying data in order to integrate with any 3rd party application or database

  • Extract types of conversations (e.g. low CSAT score) and take an action on them.

View of Engagement History within LiveEngage:

EngagementHistory

Example of dashboard created using the API:

EngagementHistory