API Documentation

All API updates are backwards compatible. We reserve the right to introduce new JSON keys in existing API responses at any time. We recommend handling responses defensively by disregarding any unrecognized keys to ensure continued functionality.

Endpoints

The API endpoints fall into a one of a few groupings

Agent Endpoints - represents individual agent resources
User Status Endpoints - represents individual statuses that the agent widget can be in
Agent Activity Endpoints - represents whenever an agent widget changes user status, or receives a notification
Calls - represents a single call resource
Chats - represents a single chat resource
Menu Endpoints - represents the queues that agents are assigned to, and end users will access to receive support from an agent
Team Endpoints - represents the teams for which an agent belongs
Campaign Endpoints - represents a single campaign resource, and the contacts belonging to the given campaign

Basic Authentication

Requests use basic authentication. To create API credentials go to Settings-> Developer Settings-> API Credentials

The subdomain is used as the {{username}} variable
The token is used as the {{password}} variable

Every installation will have their own subdomain. To find the subdomain, locate the url in your browser, it should look like:

https://customer.rest.of.url.com

Take that subdomain, the most left value, and substitute it into the {{subdomain}} variable. The remainder would be substituted into the {{domain}} variable.

In the above example, {{subdomain}} would be “customer” and {{domain}} would be “rest.of.url.com”

Base URL

The API uses the following base URL for all of its API requests

https://{{subdomain}}.{{domain}}/manager/api/v1

where a mention to “/calls” means https://{{subdomain}}.{{domain}}/manager/api/v1/calls

Rate Limits

The system limits requests to a rate of 1 request per second per customer.

Agent Endpoints 2

Agent Endpoints provide a means to get agent objects. Each agent object represents a single agent inside of our platform. Please review the model below to see which fields may be considered PII

[
  {
    "id": 0,
    "email": "string", //This may be considered PII
    "created_at": "2018-05-30T20:46:31.333Z",
    "last_login_time": "2018-05-30T20:46:31.333Z",
    "first_name": "string", //This may be considered PII
    "middle_name": "string", //This may be considered PII
    "last_name": "string", //This may be considered PII
    "avatar_url": "string",
    "agent_number": "string",
    "status": {
      "id": 0,
      "wfm_id": 0,
      "name": "string",
      "color": "string",
      "setting": {
        "restricted": true,
        "all_roles_restricted": true,
        "breakthrough_enabled": true
      },
      "custom_roles": [1,2,3]
    },
    "status_updated_at": "2018-05-30T20:46:31.333Z",
    "crm_authenticated": true,
    "online": true,
    "wrap_up": true,
    "call_count": 0,
    "chat_count": 0,
    "location": "string",
    "roles": [
      "agent"
    ],
    "availability_preferences": {
      "id": 0,
      "created_at": "2018-05-30T20:46:31.333Z",
      "updated_at": "2018-05-30T20:46:31.333Z",
      "user_count": 0,
      "filter_rules": {
        "voice_call": {
          "ivr": {
            "incoming": true,
            "campaign": true,
            "voicemail": true,
            "scheduled": true,
            "callback": true
          },
          "mobile": {
            "incoming": true,
            "voicemail": true,
            "scheduled": true,
            "callback": true
          },
          "web": {
            "incoming": true,
            "voicemail": true,
            "scheduled": true,
            "callback": true
          },
          "transfer": true
        },
        "chat": {
          "mobile": {
            "incoming": true
          },
          "web": {
            "incoming": true
          },
          "sms": {
            "incoming": true
          },
          "whatsapp": {
            "incoming": true
          },
          "transfer": true
        }
      }
    },
    "teams": [
      {
        "id": 0,
        "name": "string",
        "parent_id": 0,
        "position": 0,
        "deleted": true,
        "agents_count": 0
      }
    ],
    "channels": [
      {
        "channel_type": "chat",
        "menu": {
          "id": 0,
          "name": "string",
          "parent_id": 0,
          "position": 0,
          "deleted": true,
          "hidden": "string",
          "menu_type": "ivr_menu",
          "output_msg": "string"
        }
      }
    ]
  }
]

Agents | GET https://{{subdomain}}.{{domain}}/manager/api/v1/agents

Description

Parameter	Required	Data Type	Definition	Postman Variable
page	FALSE	String	Pairs with per to note what page of records. For instance if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200.	{{page}}
per	FALSE	String	Pairs with page to note how many records would be included in a page of records. For instance if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200.	{{per}}
id[]	FALSE	Array[String]	Array[Strings]. Id of records to search and return	{{id[]}}
agent_number[]	FALSE	Array[String]	Agent numbers as assigned by the admin at the time of creating an agent	{{agent_number[]}}
status_id[]	FALSE	Array[String]	Filters by agent status	{{status_id[]}}
online[]	FALSE	Boolean	Filter by if agents are online or not	{{online[]}}
wrap_up[]	FALSE	Boolean	Filter by if agents are in wrap up status	{{wrap_up[]}}
location[]	FALSE	Array[String]	Filters by agent location	{{location[]}}
last_login_time[from]	FALSE	Time in UTC	creates a lower bound of the last login time field. All records returned will be after the inputted value.	{{last_login_time[from]}}
last_login_time[to]	FALSE	Time in UTC	creates a upper bound of the last login time field. All records returned will be before the inputted value.	{{last_login_time[to]}}
status_updated_at[from]	FALSE	Time in UTC	creates a lower bound of the status updated at field. All records returned will be after the inputted value.	{{status_updated_at[from]}}
status_updated_at[to]	FALSE	Time in UTC	creates a upper bound of the status updated at field. All records returned will be before the inputted value.	{{status_updated_at[to]}}

Example Request

URL: https://{{subdomain}}.{{domain}}/manager/api/v1/agents

Example Response

Body

[ { "id": 45, "email": "craigT@nelson.com", "roles": [ "agent" ], "first_name": "Craig T", "middle_name": null, "last_name": "Nelson", "avatar_url": "https://subdomain.somedomain.com/default-profile.png", "agent_number": null, "crm_authenticated": false, "status": { "id": -6, "name": "Wrap-up", "color": "purple", "wfm_id": 33, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, "online": false, "wrap_up": false, "call_count": 0, "chat_count": 0, "location": null, "created_at": "2016-11-10T00:15:04.000Z", "last_login_time": "2016-11-10T00:17:57.000Z", "status_updated_at": null, "availability_preferences": { "id": 0, "created_at": "2018-05-30T20:46:31.333Z", "updated_at": "2018-05-30T20:46:31.333Z", "user_count": 0, "filter_rules": { "voice_call": { "ivr": { "incoming": true, "campaign": true, "voicemail": true, "scheduled": true, "callback": true }, "mobile": { "incoming": true, "voicemail": true, "scheduled": true, "callback": true }, "web": { "incoming": true, "voicemail": true, "scheduled": true, "callback": true }, "transfer": true }, "chat": { "mobile": { "incoming": true }, "web": { "incoming": true }, "sms": { "incoming": true }, "whatsapp": { "incoming": true }, "transfer": true } } }, "teams": [ { "id": 163, "name": "team CTN", "parent_id": null, "position": 11, "agents_count": 12, "deleted": false } ], "channels": [ { "channel_type": "voice_call", "menu": { "id": 2029, "name": "Mobile Queue", "parent_id": null, "position": 0, "deleted": false, "menu_type": "mobile_menu", "output_msg": null, "hidden": false } } ] }, { "id": 60, "email": "notanakinskywalker@empire.com", "roles": [ "agent" ], "first_name": "Darth", "middle_name": null, "last_name": "Vader", "avatar_url": "https://subdomain.somedomain.com/default-profile.png", "agent_number": null, "crm_authenticated": false, "status": { "id": -7, "name": "In-call", "color": "light_blue", "wfm_id": 34, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, "online": false, "wrap_up": false, "call_count": 0, "chat_count": 0, "location": null, "created_at": "2017-02-03T19:44:14.000Z", "last_login_time": "2017-02-03T20:05:31.000Z", "status_updated_at": "2017-02-04T12:36:11.000Z", "availability_preferences": null, "teams": [], "channels": [ { "channel_type": "voice_call", "menu": { "id": 1693, "name": "Premium Support", "parent_id": null, "position": 0, "deleted": false, "menu_type": "ivr_menu", "output_msg": "You selected premium support", "hidden": false } } ] }, { "id": 81, "email": "email@email.com", "roles": [ "agent" ], "first_name": "Barry", "middle_name": null, "last_name": "Allen", "avatar_url": "https://subdomain.somedomain.com/default-profile.png", "agent_number": null, "crm_authenticated": false, "status": { "id": -10, "name": "Offline", "color": "grey", "wfm_id": 36, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, "online": false, "wrap_up": false, "call_count": 0, "chat_count": 0, "location": null, "created_at": "2017-03-13T23:47:39.000Z", "last_login_time": "2017-03-13T23:48:17.000Z", "status_updated_at": "2017-03-13T23:56:04.000Z", "availability_preferences": null, "teams": [], "channels": [ { "channel_type": "voice_call", "menu": { "id": 2028, "name": "Speed Issues", "parent_id": 2027, "position": 0, "deleted": false, "menu_type": "mobile_menu", "output_msg": null, "hidden": false } } ] } ]

Code:

200

Example Request

URL: https://{{subdomain}}.{{domain}}/manager/api/v1/agents?extended_roles=true

Query

Key	Value	Description
extended_roles	true	Boolean. Display extended role information

Example Response

Body

[ { "id": 45, "email": "craigT@nelson.com", "roles": [ { "id": 1, "name": "Admin", "label": "Admin", "builtin": true, "can_assign_all_custom_roles": true, "assignable_custom_role_ids": [] }, { "id": 3, "name": "Agent", "label": "Agent", "builtin": true, "can_assign_all_custom_roles": false, "assignable_custom_role_ids": [] } ], "first_name": "Craig T", "middle_name": null, "last_name": "Nelson", "avatar_url": "https://subdomain.somedomain.com/default-profile.png", "agent_number": null, "crm_authenticated": false, "status": { "id": -6, "name": "Wrap-up", "color": "purple", "wfm_id": 33, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, "online": false, "wrap_up": false, "call_count": 0, "chat_count": 0, "location": null, "created_at": "2016-11-10T00:15:04.000Z", "last_login_time": "2016-11-10T00:17:57.000Z", "status_updated_at": null, "availability_preferences": { "id": 0, "created_at": "2018-05-30T20:46:31.333Z", "updated_at": "2018-05-30T20:46:31.333Z", "user_count": 0, "filter_rules": { "voice_call": { "ivr": { "incoming": true, "campaign": true, "voicemail": true, "scheduled": true, "callback": true }, "mobile": { "incoming": true, "voicemail": true, "scheduled": true, "callback": true }, "web": { "incoming": true, "voicemail": true, "scheduled": true, "callback": true }, "transfer": true }, "chat": { "mobile": { "incoming": true }, "web": { "incoming": true }, "sms": { "incoming": true }, "whatsapp": { "incoming": true }, "transfer": true } } }, "teams": [ { "id": 163, "name": "team CTN", "parent_id": null, "position": 11, "agents_count": 12, "deleted": false } ], "channels": [ { "channel_type": "voice_call", "menu": { "id": 2029, "name": "Mobile Queue", "parent_id": null, "position": 0, "deleted": false, "menu_type": "mobile_menu", "output_msg": null, "hidden": false } } ], "permissions": [ { "permission": "edit_agent_team_queue_settings", "scope": {} }, { "permission": "edit_bulk_create_users", "scope": {} }, { "permission": "edit_bulk_user_management", "scope": {} } ] } ]

Code:

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Agents Current Status | GET https://{{subdomain}}.{{domain}}/manager/api/v1/agents/current_status

Description

Agents Current Status returns all logged in agents and their current status, how long they have been in that status, and additional information to indicate if the agent is on hold and for how long.

Agent Activity Logs Endpoints 1

Agent activity logs are records created at any time the widget’s state has changed. It can be from logging into the widget, getting a deltacast call notification, or accepting a call among other statuses. Each activity creates a new new object. Please review the model below to see which fields may be considered PII

[
  {
    "id": 0,
    "agent_id": 0,
    "whodunnit": {
      "id": 0,
      "name": "string", //This may be considered PII
      "last_name": "string", //This may be considered PII
      "first_name": "string", //This may be considered PII
      "agent_number": "string",
      "avatar_url": "string"
    },
    "status": {
      "id": 0,
      "wfm_id": 0,
      "name": "string",
      "color": "string",
      "setting": {
        "restricted": true,
        "all_roles_restricted": true,
        "breakthrough_enabled": true
      },
      "custom_roles": [1,2,3]
    },
    "started_at": "2018-06-06T21:12:24.766Z",
    "ended_at": "2018-06-06T21:12:24.766Z",
    "duration": 0,
    "activity": "login",
    "call_id": 0,
    "chat_id": 0
  }
]

Below is a summary of every activity that can result in an an activity log to be created.

Activity	Description
chat_picked_up	Event that occurs when an agent picks up an agent
chat_pick_up_attempt	Event that occurs when an agent attempts to become the responding agent
chat_notification_offered	Event that occurs once an end user request a chat session and a notification is sent to agents assigned to that queue.
call_notification_offered	Event that occurs when an end user calls and a multicast or deltacast call notification is offered to the agent.
call_pick_up_attempt	Event that occurs when an agent attempts to pick up a multicast or deltacast call.
call_picked_up	Event that occurs when an agent answers a multicast or deltacast call.
deltacast_call_notification_offered	Event that notes that an end user has called into a queue with multicast where a deltacast call is then broadcasted to an agent in that queue.
deltacast_call_pick_up_attempt	Event that occurs when an agent tries to answer a deltacsted call
deltacast_call_picked_up	Event that occurs when an agent successfully answers a deltacasted call.
deltacast_call_missed	Event that occurs when an agent does not answer their deltacasted call
multicast_call_notification_offered	Event that notes that an end user has called into a queue with multicast where a multicast call is then broadcasted to the agents in that queue
multicast_call_pick_up_attempt	Event that occurs when a multicasted call has been attempted to be answered by an agent
multicast_call_picked_up	Event that occurs when a multicasted call has been answered by an agent
call_outbound_dialing	Event that occurs when an agent uses the dial pad in the widget to call an end user.
user_status_changed	Event that occurs when an agent changes the state their widget is in
login	Event that occurs when an agent logs out of the widget
logout	Event that occurs when an agent logs into the widget
login	Event that occurs when an agent logs out of the widget
status_after_inquiries_applied	This event logs when the agent’s pending status update is applied in the widget.

Agent Activity Logs | GET https://{{subdomain}}.{{domain}}/manager/api/v1/agent_activity_logs

Description

Parameter	Required	Data Type	Definition	Postman Variable
sort_column	FALSE	String	Sorts response based on any field in the response object.	{{sort_column}}
sort_direction	FALSE	ASC or DESC	Notes the direction of the sort, whether ascending or descending	{{sort_direction}}
page	FALSE	String	Pairs with per to note what page of records. For instance if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200.	{{page}}
per	FALSE	String	Pairs with page to note how many records would be included in a page of records. For instance if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200.	{{per}}
started_at[from]	FALSE	Time in UTC	creates a lower bound of the started at field. All records returned will be after the inputted value.	{{started_at[from]}}
started_at[to]	FALSE	Time in UTC	creates a upper bound of the started at field. All records returned will be before the inputted value.	{{started_at[to]}}
ended_at[from]	FALSE	Time in UTC	creates a lower bound of the ended at field. All records returned will be after the inputted value.	{{ended_at[from]}}
ended_at[to]	FALSE	Time in UTC	creates a upper bound of the ended at field. All records returned will be before the inputted value.	{{ended_at[to]}}
duration[from]	FALSE	Number	creates a lower bound of the duration field. All records returned will be after the inputted value.	{{duration[from]}}
duration[to]	FALSE	Number	creates a upper bound of the duration field. All records returned will be before the inputted value.	{{duration[to]}}
id[]	FALSE	Array[String]	Array[Strings]. Id of records to search and return	{{id[]}}
agent_id[]	FALSE	Array[String]	Filters response by agent id	{{agent_id[]}}
activity[]	FALSE	Array[String]	filters records by what task/activity the agent has accomplished. The possible values are: login, logout, call_outbound_dialing, deltacast_call_notification_offered, deltacast_call_pick_up_attempt, deltacast_call_picked_up, deltacast_call_projected, deltacast_call_missed, deltacast_call_bounced, multicast_call_notification_offered, multicast_call_pick_up_attempt, multicast_call_picked_up, user_status_changed, chat_notification_offered, chat_pick_up_attempt, chat_picked_up, status_after_inquiries_applied	{{activity[]}}
whodunnit_id[]	FALSE	Array[String]	Filters response by agent id. Whodunnit is a subset of the agent object, and uses the same agent_id as its primary key	{{whodunnit_id[]}}
call_id[]	FALSE	Array[String]	Filters records by inputted call id’s	{{call_id[]}}
chat_id[]	FALSE	Array[String]	Filters records by inputted chat id’s	{{chat_id[]}}

Example Request

URL: https://{{subdomain}}.{{domain}}/manager/api/v1/agent_activity_logs

Example Response

Body

[ { "id": 190578, "agent_id": 118, "status": { "id": -10, "name": "Offline", "color": "grey", "wfm_id": 36, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, "started_at": "2017-12-22T00:54:18.000Z", "ended_at": null, "duration": 0, "call_id": null, "chat_id": null, "activity": "logout", "whodunnit": null }, { "id": 199548, "agent_id": 118, "status": { "id": -10, "name": "Offline", "color": "grey", "wfm_id": 36, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, "started_at": "2018-01-09T22:54:26.000Z", "ended_at": null, "duration": 0, "call_id": null, "chat_id": null, "activity": "logout", "whodunnit": null }, { "id": 190577, "agent_id": 118, "status": { "id": -10, "name": "Offline", "color": "grey", "wfm_id": 36, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, "started_at": "2017-12-22T00:54:18.000Z", "ended_at": "2018-01-08T22:54:22.000Z", "duration": 1548004, "call_id": null, "chat_id": null, "activity": "user_status_changed", "whodunnit": null }, { "id": 199547, "agent_id": 118, "status": { "id": -10, "name": "Offline", "color": "grey", "wfm_id": 36, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, "started_at": "2018-01-09T22:54:26.000Z", "ended_at": null, "duration": 0, "call_id": null, "chat_id": null, "activity": "user_status_changed", "whodunnit": null }, { "id": 190270, "agent_id": 118, "status": { "id": -1, "name": "Unavailable", "color": "red", "wfm_id": 12, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, "started_at": "2017-12-21T21:34:14.000Z", "ended_at": "2017-12-22T00:54:18.000Z", "duration": 12004, "call_id": null, "chat_id": null, "activity": "user_status_changed", "whodunnit": null }, { "id": 198036, "agent_id": 118, "status": { "id": -1, "name": "Unavailable", "color": "red", "wfm_id": 12, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, "started_at": "2018-01-08T22:54:22.000Z", "ended_at": "2018-01-09T22:54:26.000Z", "duration": 86404, "call_id": null, "chat_id": null, "activity": "user_status_changed", "whodunnit": null }, { "id": 22249, "agent_id": 129, "status": { "id": -10, "name": "Offline", "color": "grey", "wfm_id": 36, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, "started_at": "2017-06-19T18:34:39.000Z", "ended_at": null, "duration": 0, "call_id": null, "chat_id": null, "activity": "login", "whodunnit": null } ]

Code:

200

Calls Endpoints 1

A call object is created for every single call that is made into, or out of our platform. Please review the model below to see which fields may be considered PII.

  {
    "id": 0,
    "parent_id": 0,
    "lang": "en",
    "call_type": "Voice Inbound (App)",
    "status": "scheduled",
    "sub_status": "Scheduled: Disconnected by unknown",
    "created_at": "2018-06-07T19:49:52.896Z",
    "queued_at": "2018-06-07T19:49:52.896Z",
    "assigned_at": "2018-06-07T19:49:52.896Z",
    "connected_at": "2018-06-07T19:49:52.896Z",
    "ends_at": "2018-06-07T19:49:52.896Z",
    "scheduled_at": "2018-06-07T19:49:52.896Z",
    "updated_at": "2018-06-07T19:49:52.896Z",
    "wait_duration": 0, //Deprecated, please use queue_duration instead
    "queue_duration": 0,
    "call_duration": 0,
    "hold_duration": 0,
    "rating": 0,
    "has_feedback": true,
    "voip_provider": "voip_provider_twilio",
    "out_ticket_id": "string",
    "out_ticket_url": "string",
    "verified": true,
    "recording_url": "string",
    "recording_permission": "not_asked", 
    "voicemail_reason": "not_voicemail",
    "deflection": "no_deflection",
    "disconnected_by": "disconnected_by_unknown",
    "finish_reason": "no_reason",
    "fail_details": "string",
    "fail_reason": "nothing",
    "adapter_fail_code": null,
    "adapter_fail_message": null,
    "support_number": "string",
    "selected_menu": {
      "id": 0,
      "name": "string",
      "parent_id": 0,
      "position": 0,
      "deleted": true,
      "hidden": "string",
      "menu_type": "ivr_menu",
      "output_msg": "string"
    },
    "menu_path": {
      "items_count": 0,
      "name": "string",
      "materialized_path": "string"
    },
    "agent_info": {
      "id": 0,
      "name": "string", //This may be considered PII
      "last_name": "string", //This may be considered PII
      "first_name": "string", //This may be considered PII
      "agent_number": "string",
      "avatar_url": "string"
    },
    "end_user": {
      "id": 0, //This may be considered PII
      "identifier": "string", //This may be considered PII
      "out_contact_id": "string" //This may be considered PII
    },
    "photos": [
      {
        "id": 0, //This may be considered PII
        "photo_type": "photo", //This may be considered PII
        "url": "string" //This may be considered PII
      }
    ],
    "videos": [
      {
        "id": 0, //This may be considered PII
        "url": "string" //This may be considered PII
      }
    ],
    "transfers": [
      {
        "id": 0,
        "status": "transferring",
        "fail_reason": "nothing",
        "created_at": "2018-06-07T19:49:52.896Z",
        "call_duration": 300,
        "wait_duration": 40,
        "assigned_at": "2018-06-07T19:50:32.896Z",
        "connected_at": "2018-06-07T19:50:35.896Z",
        "updated_at": "2018-06-07T19:55:35.896Z",
        "deflection": 0,
        "from_menu": {
          "items_count": 0,
          "name": "string",
          "materialized_path": "string"
        },
        "to_menu": {
          "items_count": 0,
          "name": "string",
          "materialized_path": "string"
        },
        "from_agent": {
          "id": 0,
          "name": "string", //This may be considered PII
          "last_name": "string", //This may be considered PII
          "first_name": "string", //This may be considered PII
          "agent_number": "string",
          "avatar_url": "string"
        },
        "to_agent": {
          "id": 0,
          "name": "string", //This may be considered PII
          "last_name": "string", //This may be considered PII
          "first_name": "string", //This may be considered PII
          "agent_number": "string",
          "avatar_url": "string"
        }
      }
    ],
    "handle_durations": [
        {
            "agent_id": 0,
            "acw_duration": 0,
            "call_duration" 0,
            "menu_path_id": 0,
            "wait_duration": 0,
            "lang": "en",
            "transfer": false,
            "started_at": "2019-07-17T07:27:14.000Z",
            "ended_at": "2019-07-17T07:27:20.000Z",
            "event": "call_finished"
        }
    ],
    "queue_durations": [
        {
            "agent_id": 0,
            "queue_duration" 0,
            "menu_path_id": 0,
            "lang": "en",
            "transfer": false,
            "started_at": "2019-07-17T07:27:14.000Z",
            "ended_at": "2019-07-17T07:27:20.000Z",
            "service_level_abandon_time_threshold": 10,
            "service_level_event": "not_in_sla",
            "service_level_target_percent": 90,
            "service_level_target_time": 60,
            "event": "answered"
        }
    ]
    "participants": [
      {
        "id": 0,
        "type": "end_user",
        "status": "waiting",
        "call_id": 0,
        "user_id": 0, //This may be considered PII
        "end_user_id": 0, //This may be considered PII
        "call_duration": 0,
        "hold_duration": 0,
        "connected_at": "2018-06-07T19:49:52.896Z",
        "ended_at": "2018-06-07T19:49:52.896Z",
        "fail_reason": "nothing",
        "adapter_fail_code": null,
        "adapter_fail_message": null
      },
    "offer_type": null,
    "offer_events": [],
    "answer_type": "manual",
    "outbound_number": null,
    "wait_time_sms": [],
    "in_call_sms": []
    ]
  }
]

The status field can be in any of the following states

Call Status	Description
Selecting	State that occurs when an end user has called into the contact center, but is still navigating the menu options prior to call request from a leaf node.
Queued	State that occurs after the end user has selected a leaf menu node and initiated a call request to be deltcasted or multicasted to an agent.
Assigned	State that occurs when an agent is selected to received the end user call. This occurs when an agent picks up a call.
Connecting	State that occurs after an agent is assigned, and is waiting to be establish a connection between the end user and agent.
Connected	State that occurs when the call has established a connection and the agent and end user are both placed into a call.
Finished	State that occurs when an agent and end user’s conversation ends a call without any errors.
Failed	State that occurs when a call ends because of an error. When this status is rendered, a failed reason will also be provided for more context
Switching	State that occurs when a call fails while trying to connect and our platform attempts to connect the call with a different VOIP provider.
Recovered	State that occurs when a failed call is called back. This new call is a child to the original call. Recovered notes that the call back is finished without error.
Scheduled	State that occurs when an end user has chosen to be called in the future as part of a deflection option or has selected to be called in the future via In-Web or In-App.
Action Only	State that occurs when a call that is handled by our client’s own telephony provider is connected to our iOS or Android SDK.
Action Only Finished	State that occurs when a call that is handled by our client’s own telephony provider is connected to our iOS or Android SDK and finishes
Deflected	State that occurs based on the configuration for overcapacity queues or after hour calls. Deflection options include voicemail, schedule call among others. Deflection will vary based on channel (In-app, IVR, In-web)
Voicemail	State that occurs when an end user is deflected to a voicemail option, and opts to leave a voicemail message to listened to later. This state is present when the end user is leaving the voicemail
Voicemail Received	State that occurs after an end user has left a voicemail and an agent has not listened to the voicemail
Voicemail Read	State that occurs when an agent has opened the voicemail to listen to.

The call_type field can only be one of the following values

Call Status	Description
Voice Inbound (IVR)	Incoming PSTN call from an end user’s phone.
Voice Inbound (App)	Incoming call made from within a iOS or Android application that uses our Mobile SDK.
Voice Callback (Web)	Incoming call request made from within our Web SDK
Voice Scheduled (App)	Call made from an agent to an end user that was pre-scheduled using the Mobile SDK scheduling functionality.
Voice Scheduled (Web)	Call made from an agent to an end user that was pre-scheduled using our Web SDK scheduling functionality
Voice Outbound	Call made from an agent to an end user dialed via the dial pad or other method to call an outside phone line.

The service_level_event field can only be one of the following vales

Service Level Event	Description
in_sla	Call was answered within SLA
not_in_sla	Call was not answered within defined SLA
excluded	Call was not included in SLA calculation (e.g. if call was abandoned)

The adapter_fail_code and adapter_fail_message fields can only be one of the following values if not null

Adapter Fail Code	Adapter Fail Message
10001	This call encountered an unexpected error.
11001	This call expired while waiting in queue.
20001	This call was cancelled by the customer.
20002	This call was rejected by the customer.
20003	This call was abandoned by the customer.
20004	This call was abandoned by the customer during menu selection.
21001	The call could not be connected; the customer’s line is busy.
21002	The dialed phone number is invalid.
21003	This call was was not answered by the customer.
22001	The push notification to start this call failed to send.
30001	This call was cancelled.
30002	This expired call was not attended.
31001	Unable to detect microphone. Please check your device settings and try again.
31002	Unable to access microphone. Please check your device permissions and try again.
32001	The selected outbound number is invalid.
32002	Unable to connect call to the dialled phone number.
41001	An unexpected error occurred with the call connection.
42001	An unexpected error occurred with the call connection.
43001	This call has encountered an unexpected error.
44001	This call has encountered an unexpected error.
44002	This call is terminated because the connection timed out.
44003	This call has encountered an unexpected error.
90001	This call is terminated because no audio was detected.
90002	Unable to start the audio device. Please check your audio device permissions and try again.

DEPRECATIONS
wait_duration has been deprecated. Please use queue_duration instead.

Calls | GET https://{{subdomain}}.{{domain}}/manager/api/v1/calls

Description

Parameter	Required	Data Type	Definition	Postman Variable
connected_at[from]	FALSE	Time in UTC	creates a lower bound of the connected at field. All records returned will be before the inputted value.	{{connected_at[from]}}
connected_at[to]	FALSE	Time in UTC	creates an upper bound of the connected at field. All records returned will be before the inputted value.	{{connected_at[to]}}
updated_at[from]	FALSE	Time in UTC	creates a lower bound of the updated at field. All records returned will be after the inputted value.	{{updated_at[from]}}
updated_at[to]	FALSE	Time in UTC	creates an upper bound of the connected at field. All records returned will be before the inputted value.	{{updated_at[to]}}
queued_at[from]	FALSE	Time in UTC	creates a lower bound of the queued at field. All records returned will be after the inputted value.	{{queued_at[from]}}
queued_at[to]	FALSE	Time in UTC	creates an upper bound of the queued at field. All records returned will be before the inputted value.	{{queued_at[to]}}
rating[from]	FALSE	Number 1-5 or null	creates a lower bound of the rating field. All records returned will be after the inputted value.	{{rating[from]}}
rating[to]	FALSE	Number 1-5 or null	creates an upper bound of the rating field. All records returned will be before the inputted value.	{{rating[to]}}
call_duration[from]	FALSE	Number	creates a lower bound of the call duration field. All records returned will be after the inputted value.	{{call_duration[from]}}
call_duration[to]	FALSE	Number	creates an upper bound of the call duration field. All records returned will be before the inputted value.	{{call_duration[to]}}
hold_duration[from]	FALSE	Number	creates a lower bound of the hold duration field. All records returned will be after the inputted value.	{{hold_duration[from]}}
hold_duration[to]	FALSE	Number	creates an upper bound of the hold duration field. All records returned will be before the inputted value.	{{hold_duration[to]}}
agent_id[]	FALSE	Array[String]	Filters response by agent id	{{agent_id[]}}
end_user_id[]	FALSE	Array[String]	Filters response based on the end user id	{{end_user_id[]}}
call_status[]	FALSE	Array[String]	Return records of a given state in the call lifecycle. The possible values are: scheduled, queued, assigned, connecting, switching, connected, finished, failed, recovered, deflected, selecting, action_only, action_only_finished, voicemail, voicemail_received, voicemail_read	{{call_status[]}}
call_fail_reason[]	FALSE	Array[String]	Returns records that have failed in a certain way. The possible values are: nothing, unknown, expired, eu_canceled, eu_rejected, eu_abandoned, eu_in_menu_abandoned, eu_busy, eu_wrong_number, eu_no_answer, eu_noti_failed, ag_canceled, ag_ignored, ag_mic_no_device, ag_mic_denied, voip_twilio_error, voip_tokbox_error, voip_invalid_token, voip_conn_general, voip_conn_timeout, voip_conn_signal	{{call_fail_reason[]}}
verified[]	FALSE	Boolean	Returns records that either have been verified (True) or have not been verified (False)	{{verified[]}}
call_type[]	FALSE	Array[String]	Returns records of a given call type. The possible values are: IncomingCallApp, ScheduledCallApp, OutboundCall, AgentScheduledCall, IvrCall, IncomingCallWeb, ScheduledCallWeb, ActionOnlyCall	{{call_type[]}}
support_number[]	FALSE	Array[String]	Filter by the phone number end user used to contact (only for IVR call)	{{support_number[]}}

Headers

Key	Value	Description
Content-Type	application/json

Example Request

URL: https://{{subdomain}}.{{domain}}/manager/api/v1/calls

Example Response

Body

[ { "id": 1, "lang": "en", "call_type": "Voice Inbound (App)", "status": "finished", "created_at": "2016-02-19T18:53:56.000Z", "queued_at": "2016-02-19T18:53:57.000Z", "assigned_at": "2016-02-19T18:53:58.000Z", "connected_at": "2016-02-19T18:54:18.000Z", "ends_at": "2016-02-19T18:54:39.000Z", "updated_at": "2016-02-19T18:54:39.000Z", "scheduled_at": null, "queue_duration": 22, "wait_duration": 22, "call_duration": 21, "hold_duration": 0, "rating": null, "has_feedback": false, "voip_provider": "voip_provider_twilio", "out_ticket_id": null, "out_ticket_url": null, "verified": false, "recording_url": null, "recording_permission": "not_asked", "voicemail_reason": "not_voicemail", "deflection": "no_deflection", "disconnected_by": "disconnected_by_unknown", "fail_reason": "nothing", "fail_details": null, "adapter_fail_code": null, "adapter_fail_message": null, "recordings": [ { "id": 7, "call_id": 1, "conference_sid": "CF50ec183fafcff801226b6fc332EC02ba7c4", "duration": 20, "recording_type": "default", "redaction_times": [ { "start": "2016-02-19T18:54:23.000Z", "end": "2016-02-19T18:54:25.000Z", "duration": 2.000, "start_agent_id": 2, "end_agent_id": 2 } ], "started_at": "2016-02-19T18:54:18.000Z" } ], "support_number": "+12128675309", "selected_menu": { "id": 11, "name": "Carpentry", "parent_id": 1, "position": 1, "deleted": false, "hidden": false, "menu_type": "ivr_menu", "output_msg": "Thanks for calling Death Star Carpentry" }, "menu_path": { "items_count": 1, "name": "Carpentry", "materialized_path": "Death Star/Carpentry" }, "queue_priority_level": 0, "end_user": { "id": 3, "identifier": "Death Star Carpentry Union", "out_contact_id": "363876643527" }, "photos": [{ "id": 0, "photo_type": "photo", "url": "www.photolocation.co/photo/123456868686" }], "videos": [{ "id": 0, "url": "www.videolocation.co/video/123456868686" }], "transfers": [{ "id": 11, "status": "transferring", "fail_reason": "nothing", "created_at": "2016-02-19T18:58:18.000Z", "from_menu": { "items_count": 2, "name": "Cabinetry", "materialized_path": "Death Star/Cabinetry" }, "to_menu": { "items_count": 2, "name": "Carpentry", "materialized_path": "Death Star/Carpentry" }, "from_agent": { "id": 2, "name": "San Holo", "last_name": "San", "first_name": "Holo", "agent_number": "6", "avatar_url": "www.avatarurl.co/avatar/1234543" }, "to_agent": { "id": 0, "name": "Farrison Hord", "last_name": "Farrison", "first_name": "Hord", "agent_number": "12", "avatar_url": "www.avatarurl.co/avatar/1234545" } }], "participants": [ { "id": 5, "type": "end_user", "status": "finished", "call_id": 3, "user_id": null, "end_user_id": 3, "call_duration": 21, "hold_duration": null, "connected_at": "2016-02-19T18:54:18.000Z", "ended_at": "2016-02-19T18:54:39.000Z", "fail_reason": "nothing", "adapter_fail_code": null, "adapter_fail_message": null }, { "id": 3, "type": "agent", "status": "finished", "call_id": 3, "user_id": 5, "end_user_id": null, "call_duration": 21, "hold_duration": null, "connected_at": "2016-02-19T18:54:18.000Z", "ended_at": "2016-02-19T18:54:39.000Z", "fail_reason": "nothing", "adapter_fail_code": null, "adapter_fail_message": null }, { "id": 6, "type": "agent", "status": "finished", "call_id": 3, "user_id": 12, "end_user_id": null, "call_duration": 21, "hold_duration": null, "connected_at": "2016-02-19T18:54:18.000Z", "ended_at": "2016-02-19T18:54:39.000Z", "fail_reason": "nothing", "adapter_fail_code": null, "adapter_fail_message": null } ], "offer_type": "cascade", "offer_events": [ { "casting_time": "2018-11-12T15:52:38.000Z", "group": "Group 1" } ], "answer_type": "manual", "outbound_number": null, "dispositions": [ { "user_id": 3, "participant_id": 225, "code": "Product question" }, { "user_id": 3, "transfer_id": 1, "participant_id": 226, "code": "Requires follow up" } ], "consumer_handle_durations": [ { "id": 100, "call_duration": 314, "hold_duration": 3, "started_at": "2016-02-19T18:50:08.000Z", "ended_at": "2016-02-19T18:55:22.000Z" } ], "consumer_in_menu_durations": [ { "id": 100, "event": "finished", "duration": 238, "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "started_at": "2016-02-19T18:50:08.000Z", "ended_at": "2016-02-19T18:54:06.000Z" } ], "consumer_event_durations": [ { "id": 10, "type": "payment", "event": "finished", "duration": 20, "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "started_at": "2016-02-19T18:54:38.000Z", "ended_at": "2016-02-19T18:54:58.000Z" }, { "id": 11, "type": "csat", "event": "abandoned", "duration": 4, "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "started_at": "2016-02-19T18:54:39.000Z", "ended_at": "2016-02-19T18:54:43.000Z" } ], "handle_durations": [ { "id": 10001, "agent_id": 5, "acw_duration": 0, "bcw_duration": 0, "call_duration": 21, "assigned_connection_duration": 10, "hold_duration": 3, "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "barged": 0, "transfer": 0, "transfer_id": null, "transfer_cold": 0, "started_at": "2016-02-19T18:54:18.000Z", "ended_at": "2016-02-19T18:54:39.000Z", "scheduled_at": null }, { "id": 10002, "agent_id": 5, "acw_duration": 25, "bcw_duration": 0, "call_duration": 0, "assigned_connection_duration": 0, "hold_duration": 0, "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "barged": 0, "transfer": 0, "transfer_id": null, "transfer_cold": 0, "started_at": "2016-02-19T18:54:39.000Z", "ended_at": "2016-02-19T18:55:04.000Z", "scheduled_at": null }, { "id": 10003, "agent_id": 12, "acw_duration": 1, "bcw_duration": 0, "call_duration": 21, "assigned_connection_duration": 5, "hold_duration": 0, "menu_path_id": 4, "menu_path": "Deathstar/Returns", "lang": "en", "barged": 0, "transfer": 1, "transfer_id": 11, "transfer_cold": 0, "started_at": "2016-02-19T18:54:18.000Z", "ended_at": "2016-02-19T18:54:39.000Z", "scheduled_at": null } ], "queue_durations": [ { "id": 20011, "agent_id": 5, "queue_duration": 12, "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "transfer": 0, "transfer_id": null, "transfer_cold": 0, "started_at": "2016-02-19T18:54:06.000Z", "ended_at": "2016-02-19T18:54:18.000Z", "service_level_abandon_time_threshold": 10, "service_level_event": "in_sla", "service_level_target_percent": 90, "service_level_target_time": 60 }, { "id": 20012, "agent_id": 12, "queue_duration": 10, "menu_path_id": 21, "menu_path": "Deathstar/Returns", "lang": "en", "transfer": 1, "transfer_id": 11, "transfer_cold": 0, "started_at": "2016-02-19T18:54:08.000Z", "ended_at": "2016-02-19T18:54:18.000Z", "service_level_abandon_time_threshold": 10, "service_level_event": "not_in_sla", "service_level_target_percent": 90, "service_level_target_time": 60 } ], "virtual_agent": { "id": 10, "name": "D2-R2" }, "virtual_agent_deflected_escalations": [ { "id": 1, "deflection": "after_hours", "escalation_id": 1, "escalation_reason": "by_end_user_message", "escalated_at": "2016-02-19T18:54:06.000Z", "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "virtual_agent": { "id": 10, "name": "D2-R2" } } ], "virtual_agent_handle_durations": [ { "id": 1, "virtual_agent": { "id": 10, "name": "D2-R2" }, "call_duration": 11, "escalation_reason": "by_end_user_message", "sentiment": 85, "response_count": 11, "fallback_response_count": 1, "finish_reason": "escalated", "initiated_by": "end_user", "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "transfer": false, "transfer_id": null, "started_at": "2016-02-19T18:52:36.000Z", "ended_at": "2016-02-19T18:54:06.000Z" } ] } ]

Code:

200

Chats Endpoints 1

Below is a model of the chat resource. Please review the fields to see what may be considered PII.

[
    {
        "id": 31354,
        "lang": "en",
        "chat_type": "Messaging Inbound (App Chat)",
        "status": "finished",
        "sub_status": "Disconnected by end user",
        "created_at": "2019-07-17T07:27:14.000Z",
        "assigned_at": "2019-07-17T07:27:20.000Z",
        "ends_at": "2019-07-17T07:29:02.000Z",
        "updated_at": "2019-07-17T07:29:02.000Z",
        "first_msg_sent_at": "2019-07-17T07:27:26.000Z",
        "last_msg_sent_at": "2019-07-17T07:27:28.000Z",
        "wait_duration": 0, //Deprecated, please use queue_duration instead
        "queue_duration": 0,
        "chat_duration": 0,
        "verified": false,
        "rating": 0,
        "has_feedback": false,
        "out_ticket_id": "string",
        "out_ticket_url": "string",
        "finish_reason": "finish_reason_none",
        "fail_reason": null,
        "message_count": 3,
        "average_response_time": 0,
        "longest_response_time": 0,
        "selected_menu": {
              "id": 0,
              "name": "string",
              "parent_id": 0,
              "position": 0,
              "deleted": true,
              "hidden": "string",
              "menu_type": "ivr_menu",
              "output_msg": "string"
            },
        "menu_path": {
            "items_count": 1,
            "name": "Ringo",
            "materialized_path": "3389"
        },
        "agent_info": {
          "id": 0,
          "name": "string", //This may be considered PII
          "last_name": "string", //This may be considered PII
          "first_name": "string", //This may be considered PII
          "agent_number": "string",
          "avatar_url": "string"
        },
        "end_user": {
          "id": 0, //This may be considered PII
          "identifier": "string", //This may be considered PII
          "out_contact_id": "string" //This may be considered PII
        },
        "photos": [
          {
            "id": 0, //This may be considered PII
            "photo_type": "photo", //This may be considered PII
            "url": "string" //This may be considered PII
          }
        ],
        "videos": [
          {
            "id": 0, //This may be considered PII
            "url": "string" //This may be considered PII
          }
        ],
        "transfers": [
          {
            "id": 0,
            "status": "transferring",
            "fail_reason": "nothing",
            "created_at": "2018-06-07T19:49:52.896Z",
            "from_menu": {
              "items_count": 0,
              "name": "string",
              "materialized_path": "string"
            },
            "to_menu": {
              "items_count": 0,
              "name": "string",
              "materialized_path": "string"
            },
            "from_agent": {
              "id": 0,
              "name": "string", //This may be considered PII
              "last_name": "string", //This may be considered PII
              "first_name": "string", //This may be considered PII
              "agent_number": "string",
              "avatar_url": "string"
            },
            "to_agent": {
              "id": 0,
              "name": "string", //This may be considered PII
              "last_name": "string", //This may be considered PII
              "first_name": "string", //This may be considered PII
              "agent_number": "string",
              "avatar_url": "string"
            }
          }
        ],
        "handle_durations": [
            {
                "agent_id": 0,
                "acw_duration": 0,
                "chat_duration" 0,
                "wait_duration": 0,
                "menu_path_id": 0,
                "lang": "en",
                "transfer": false,
                "started_at": "2019-07-17T07:27:14.000Z",
                "ended_at": "2019-07-17T07:27:20.000Z",
                "event": "chat_finished"
            }
        ],
        "queue_durations": [
            {
                "agent_id": 0,
                "queue_duration" 0,
                "menu_path_id": 0,
                "lang": "en",
                "transfer": false,
                "started_at": "2019-07-17T07:27:14.000Z",
                "ended_at": "2019-07-17T07:27:20.000Z",
                "service_level_abandon_time_threshold": 10,
                "service_level_event": "not_in_sla",
                "service_level_target_percent": 90,
                "service_level_target_time": 60,
                "event": "answered"
            }
        ],
        "participants": [
          {
            "id": 0,
            "type": "end_user",
            "status": "waiting",
            "chat_id": 0,
            "user_id": 0, //This may be considered PII
            "end_user_id": 0, //This may be considered PII
            "entry_type": "queue_or_transfer",
            "call_duration": 0,
            "hold_duration": 0,
            "connected_at": "2018-06-07T19:49:52.896Z",
            "ended_at": "2018-06-07T19:49:52.896Z",
            "fail_reason": "nothing"
          }
        ]
      }
        "offer_type": "cascade",
        "offer_events": [
            {
                "casting_time": "2019-07-17T07:27:15.000Z",
                "group": "Group 1"
            }
        ]
    },

The service_level_event field can only be one of the following vales

Service Level Event	Description
in_sla	Call was answered within SLA
not_in_sla	Call was not answered within defined SLA
excluded	Call was not included in SLA calculation (e.g. if call was abandoned)

DEPRECATIONS

wait_duration has been deprecated. Please use queue_duration instead

Chats | GET https://{{subdomain}}.{{domain}}/manager/api/v1/chats

Description

Parameter	Required	Data Type	Definition	Postman Variable
sort_column	FALSE	String	Sorts response based on any field in the response object.	{{sort_column}}
sort_direction	FALSE	ASC or DESC	Notes the direction of the sort, whether ascending or descending	{{sort_direction}}
page	FALSE	String	Pairs with per to note what page of records. For instance if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200.	{{page}}
per	FALSE	String	Pairs with page to note how many records would be included in a page of records. For instance if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200.	{{per}}
assigned_at[from]	FALSE	Time in UTC	creates a lower bound of the assigned at field. All records returned will be after the inputted value.	{{assigned_at[from]}}
assigned_at[to]	FALSE	Time in UTC	creates an upper bound of the assigned at field. All records returned will be before the inputted value.	{{assigned_at[to]}}
ends_at[from]	FALSE	Time in UTC	creates a lower bound of the ends at field. All records returned will be after the inputted value.	{{ends_at[from]}}
ends_at[to]	FALSE	Time in UTC	creates an upper bound of the ends at field. All records returned will be before the inputted value.	{{ends_at[to]}}
updated_at[from]	FALSE	Time in UTC	creates a lower bound of the updated at field. All records returned will be after the inputted value.	{{updated_at[from]}}
updated_at[to]	FALSE	Time in UTC	creates an upper bound of the updated at field. All records returned will be before the inputted value.	{{updated_at[to]}}
created_at[from]	FALSE	Time in UTC	creates a lower bound of the created at field. All records returned will be after the inputted value.	{{created_at[from]}}
created_at[to]	FALSE	Time in UTC	creates an upper bound of the created at field. All records returned will be before the inputted value.	{{created_at[to]}}
rating[from]	FALSE	Number 1-5 or null	creates a lower bound of the rating field. All records returned will be after the inputted value.	{{rating[from]}}
rating[to]	FALSE	Number 1-5 or null	creates an upper bound of the rating field. All records returned will be before the inputted value.	{{rating[to]}}
first_msg_sent_at[from]	FALSE	Time in UTC	creates a lower bound of the first msg sent at field. All records returned will be after the inputted value.	{{first_msg_sent_at[from]}}
first_msg_sent_at[to]	FALSE	Time in UTC	creates an upper bound of the first msg sent at field. All records returned will be before the inputted value.	{{first_msg_sent_at[to]}}
last_msg_sent_at[from]	FALSE	Time in UTC	creates a lower bound of the last msg sent at field. All records returned will be after the inputted value.	{{last_msg_sent_at[from]}}
last_msg_sent_at[to]	FALSE	Time in UTC	creates an upper bound of the last msg sent at field. All records returned will be before the inputted value.	{{last_msg_sent_at[to]}}
chat_duration[from]	FALSE	Number	creates a lower bound of the chat duration field. All records returned will be after the inputted value.	{{chat_duration[from]}}
chat_duration[to]	FALSE	Number	creates an upper bound of the chat duration field. All records returned will be before the inputted value.	{{chat_duration[to]}}
message_count[from]	FALSE	Number	creates a lower bound of the message count field. All records returned will be after the inputted value.	{{message_count[from]}}
message_count[to]	FALSE	Number	creates an upper bound of the message count field. All records returned will be before the inputted value.	{{message_count[to]}}
average_response_time[from]	FALSE	Number	creates a lower bound of the average response time field. All records returned will be after the inputted value.	{{average_response_time[from]}}
average_response_time[to]	FALSE	Number	creates an upper bound of the average response time field. All records returned will be before the inputted value.	{{average_response_time[to]}}
longest_response_time[from]	FALSE	Number	creates a lower bound of the longest response time field. All records returned will be after the inputted value.	{{longest_response_time[from]}}
longest_response_time[to]	FALSE	Number	creates an upper bound of the longest response time field. All records returned will be before the inputted value.	{{longest_response_time[to]}}
wait_duration[from]	FALSE	Number	creates a lower bound of the wait duration field. All records returned will be after the inputted value.	{{wait_duration[from]}}
wait_duration[to]	FALSE	Number	creates an upper bound of the wait duration field. All records returned will be before the inputted value.	{{wait_duration[to]}}
id[]	FALSE	Array[String]	Array[Strings]. Id of records to search and return	{{id[]}}
agent_id[]	FALSE	Array[String]	Filters response by agent id	{{agent_id[]}}
end_user_id[]	FALSE	Array[String]	Filters response based on the end user id	{{end_user_id[]}}
chat_type[]	FALSE	Array[String]	Returns records based on how chat was accessed by the end user. Possible values: Messaging Inbound (App Chat), Messaging Inbound (Web Chat), Messaging (SMS)	{{chat_type[]}}
chat_status[]	FALSE	Array[String]	Returns records based on where the user is in the chat lifecycle. Possible values: queued, assigned, finished, canceled, failed, no_response	{{chat_status[]}}
verified[]	FALSE	Boolean	Returns records that either have been verified (True) or have not been verified (False)	{{verified[]}}
chat_fail_reason[]	FALSE	Array[String]	Returns records based on why a chat may have failed. Possible values: nothing, unknown, no_response, expired	{{chat_fail_reason[]}}

Example Request

URL: https://{{subdomain}}.{{domain}}/manager/api/v1/chats?updated_at[from]={{updated_at[from]}}&updated_at[to]={{updated_at[to]}}

Query

Key	Value	Description
updated_at[from]	{{updated_at[from]}}	Time in UTC. creates a lower bound of the updated at field. All records returned will be after the inputted value.
updated_at[to]	{{updated_at[to]}}	Time in UTC. creates a upper bound of the updated at field. All records returned will be before the inputted value.

Example Response

Body

[ { "id": 1, "lang": "en", "chat_type": "Messaging Inbound (App Chat)", "status": "finished", "created_at": "2016-02-26T18:35:54.000Z", "assigned_at": "2016-02-26T18:36:05.000Z", "ends_at": "2016-02-26T18:37:24.000Z", "updated_at": "2016-02-26T18:37:24.000Z", "first_msg_sent_at": null, "last_msg_sent_at": null, "chat_duration": 11, "wait_duration": 22, "queue_duration": 22, "verified": true, "rating": 5, "has_feedback": false, "out_ticket_id": "209", "out_ticket_url": null, "fail_reason": null, "message_count": 0, "average_response_time": 0, "longest_response_time": 0, "selected_menu": null, "menu_path": null, "agent_info": { "id": 4, "agent_number": "007", "name": "Storm Trooper 1", "last_name": "Storm", "first_name": "Trooper 1" }, "end_user": { "id": 1, "identifier": "Death Star Carpentry", "out_contact_id": "360949501087" }, "photos": [ { "id": 3, "photo_type": "photo", "url": "true" } ], "consumer_handle_durations": [ { "id": 100, "chat_duration": 314, "message_count": 10, "response_count": 6, "response_time_total": 85, "response_time_max": 25, "response_time_avg": 12, "started_at": "2016-02-19T18:50:08.000Z", "ended_at": "2016-02-19T18:55:22.000Z" } ], "consumer_event_durations": [ { "id": 11, "type": "csat", "event": "finished", "duration": 4, "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "started_at": "2016-02-19T18:54:39.000Z", "ended_at": "2016-02-19T18:54:43.000Z" } ], "handle_durations": [ { "id": 30001, "agent_id": 4, "acw_duration": 0, "chat_duration": 11, "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "transfer": 0, "transfer_id": null, "started_at": "2016-03-02T23:24:08.000Z", "ended_at": "2016-03-02T23:24:42.000Z", "response_count": 11, "response_time_total": 259, "response_time_max": 29, "response_time_avg": 24, "assigned_connection_duration": 10 } ], "queue_durations": [ { "id": 41234, "agent_id": 5, "queue_duration": 22, "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "transfer": 0, "transfer_id": null, "transfer_cold": 0, "started_at": "2016-03-02T23:23:56.000Z", "ended_at": "2016-03-02T23:24:08.000Z", "service_level_abandon_time_threshold": 10, "service_level_event": "not_in_sla", "service_level_target_percent": 90, "service_level_target_time": 60 } ], "videos": [], "transfers": [], "participants": [], "virtual_agent": null, "virtual_agent_deflected_escalations": [], "virtual_agent_handle_durations": [] }, { "id": 2, "lang": "en", "chat_type": "in-app", "status": "finished", "created_at": "2016-03-02T23:24:05.000Z", "assigned_at": "2016-03-02T23:24:08.000Z", "ends_at": "2016-03-02T23:24:42.000Z", "updated_at": "2016-03-02T23:24:42.000Z", "first_msg_sent_at": null, "last_msg_sent_at": null, "wait_duration": 12, "queue_duration": 12, "chat_duration": 34, "verified": false, "rating": 2, "has_feedback": false, "out_ticket_id": "214", "out_ticket_url": null, "fail_reason": null, "message_count": 0, "average_response_time": 0, "longest_response_time": 0, "selected_menu": null, "menu_path": null, "agent_info": null, "end_user": { "id": 1, "identifier": "Death Star Carpentry", "out_contact_id": "360949501087" }, "photos": [], "videos": [], "transfers": [], "participants": [], "handle_durations": [ { "id": 30001, "agent_id": 4, "acw_duration": 0, "chat_duration": 34, "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "transfer": 0, "transfer_id": null, "started_at": "2016-03-02T23:24:08.000Z", "ended_at": "2016-03-02T23:24:42.000Z", "response_count": 11, "response_time_total": 259, "response_time_max": 29, "response_time_avg": 24, "assigned_connection_duration": 10 } ], "queue_durations": [ { "id": 41234, "agent_id": 5, "queue_duration": 12, "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "transfer": 0, "transfer_id": null, "transfer_cold": 0, "started_at": "2016-03-02T23:23:56.000Z", "ended_at": "2016-03-02T23:24:08.000Z", "service_level_abandon_time_threshold": 10, "service_level_event": "not_in_sla", "service_level_target_percent": 90, "service_level_target_time": 60 } ], "virtual_agent": { "id": 10, "name": "D2-R2" }, "virtual_agent_deflected_escalations": [ { "id": 1, "deflection": "after_hours", "escalation_reason": "by_end_user_message", "escalated_at": "2016-03-02T23:23:56.000Z", "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "virtual_agent": { "id": 10, "name": "D2-R2" } } ], "virtual_agent_handle_durations": [ { "id": 1, "virtual_agent": { "id": 10, "name": "D2-R2" }, "chat_duration": 11, "escalation_reason": "by_end_user_message", "response_count": 11, "response_time_total": 34, "response_time_max": 4, "response_time_avg": 3, "fallback_response_count": 1, "finish_reason": "escalated", "initiated_by": "end_user", "menu_path_id": 11, "menu_path": "Deathstar/Shipping", "lang": "en", "transfer": false, "transfer_id": null, "started_at": "2016-03-02T23:23:16.000Z", "ended_at": "2016-03-02T23:23:56.000Z" } ] } ]

Code:

200

Emails Endpoints 1

Below is a model of the email support resource. Please review the fields to see what may be considered PII.

[
    {
        "id": 1442,
        "lang": "en",
        "email_status": "paused",
        "created_at": "2024-01-30T07:09:48.813Z",
        "assigned_at": "2024-01-30T07:09:49.000Z",
        "finished_at": "2024-02-29T10:00:11.000Z",
        "updated_at": "2024-02-29T10:00:11.948Z",
        "queue_duration": 0,
        "email_duration": 10207,
        "out_ticket_id": null,
        "out_ticket_url": null,
        "total_thread_numbers": 2,
        "selected_menu": {
          "id": 0,
          "name": "string",
          "parent_id": 0,
          "position": 0,
          "deleted": true,
          "hidden": "string",
          "menu_type": "email_menu",
          "output_msg": "string"
        },
        "menu_path": {
          "items_count": 0,
          "name": "string",
          "materialized_path": "string"
        },
        "agent_info": {
          "id": 0,
          "name": "string", //This may be considered PII
          "last_name": "string", //This may be considered PII
          "first_name": "string", //This may be considered PII
          "agent_number": "string", //This may be considered PII
          "avatar_url": "string"
        },
        "end_user": {
          "id": 0, 
          "identifier": "string", //This may be considered PII
          "out_contact_id": "string"
        },
        "email_attachments": [
          {
            "id": 0, 
            "file_type": "email_content",
            "url": "string" //This may be considered PII
          }
        ],
        "email_threads": [
          {
              "id": 0,
              "subject": "string", //This may be considered PII
              "attachment_count": 0,
              "direction": "string",
              "is_read": true,
              "is_draft": false,
              "created_at": "2023-12-27T09:55:05.546Z",
              "updated_at": "2023-12-27T09:55:50.701Z"
          },
        ],
        "transfers": [
          {
            "id": 0,
            "status": "transferring",
            "created_at": "2024-01-12T19:49:52.896Z",
            "updated_at": "2024-01-12T19:55:35.896Z",
            "from_menu": {
              "items_count": 0,
              "name": "string",
              "materialized_path": "string"
            },
            "to_menu": {
              "items_count": 0,
              "name": "string",
              "materialized_path": "string"
            },
            "from_agent": {
              "id": 0,
              "name": "string", //This may be considered PII
              "last_name": "string", //This may be considered PII
              "first_name": "string", //This may be considered PII
              "agent_number": "string", //This may be considered PI
              "avatar_url": "string"
            },
            "to_agent": {
              "id": 0,
              "name": "string", //This may be considered PII
              "last_name": "string", //This may be considered PII
              "first_name": "string", //This may be considered PII
              "agent_number": "string", //This may be considered PI
              "avatar_url": "string"
            }
          }
        ],
        "handle_durations": [
            {
                "agent_id": 0,
                "email_duration": 0,
                "menu_path_id": 0,
                "menu_path": "string",
                "lang": "en",
                "transfer": false,
                "transfer_id": 1,
                "assignment_type": "string",
                "started_at": "2024-01-10T07:27:14.000Z",
                "ended_at": "2024-01-10T07:27:20.000Z",
            }
        ],
        "queue_durations": [
            {
                "agent_id": 0,
                "queue_duration": 0,
                "menu_path_id": 0,
                "menu_path": "string",
                "lang": "en",
                "started_at": "2024-01-10T07:27:14.000Z",
                "ended_at": "2024-01-10T07:27:20.000Z",
                "assignment_type": "string",
            }
        ],
        "consumer_handle_durations": [
            {
                "id": 100,
                "email_duration": 314,
                "attachments_count": 10,
                "started_at": "2016-02-19T18:50:08.000Z",
                "ended_at": "2016-02-19T18:55:22.000Z"
            }
        ]
    },

Emails | GET https://{{subdomain}}.{{domain}}/manager/api/v1/emails

Description

Parameter	Required	Data Type	Definition	Postman Variable
sort_column	FALSE	String	Sorts response based on any field in the response object.	{{sort_column}}
sort_direction	FALSE	ASC or DESC	Notes the direction of the sort, whether ascending or descending.	{{sort_direction}}
page	FALSE	String	Pairs with per to note what page of records. For instance, if per is made to be 200 and page is 2, the response would contain record 201-400.	{{page}}
per	FALSE	String	Pairs with page to note how many records would be included in a page of records. For instance, if per is made to be 200 and page is 2, the response would contain record 201-400.	{{per}}
assigned_at[from]	FALSE	Time in UTC	Creates a lower bound of the assigned at field. All records returned will be after the inputted value.	{{assigned_at[from]}}
assigned_at[to]	FALSE	Time in UTC	Creates an upper bound of the assigned at field. All records returned will be before the inputted value.	{{assigned_at[to]}}
finished_at[from]	FALSE	Time in UTC	Creates a lower bound of the finished at field. All records returned will be after the inputted value.	{{finished_at[from]}}
finished_at[to]	FALSE	Time in UTC	Creates an upper bound of the finished at field. All records returned will be before the inputted value.	{{finished_at[to]}}
updated_at[from]	FALSE	Time in UTC	Creates a lower bound of the updated at field. All records returned will be after the inputted value.	{{updated_at[from]}}
updated_at[to]	FALSE	Time in UTC	Creates an upper bound of the updated at field. All records returned will be before the inputted value.	{{updated_at[to]}}
created_at[from]	FALSE	Time in UTC	Creates a lower bound of the created at field. All records returned will be after the inputted value.	{{created_at[from]}}
created_at[to]	FALSE	Time in UTC	Creates an upper bound of the created at field. All records returned will be before the inputted value.	{{created_at[to]}}
id[]	FALSE	Array[String]	Array of strings. Id of records to search and return.	{{id[]}}
agent_id[]	FALSE	Array[String]	Filters response by agent id.	{{agent_id[]}}
end_user_id[]	FALSE	Array[String]	Filters response based on the end user id.	{{end_user_id[]}}
email_status[]	FALSE	Array[String]	Returns records based on where the email is in the email lifecycle. Possible values: unopened, active, paused, resolved, closed, reopened	{{email_status[]}}
total_thread_numbers[from]	FALSE	Number	Creates a lower bound of the total thread numbers field. All records returned will be after the inputted value.	{{total_thread_numbers[from]}}
total_thread_numbers[to]	FALSE	Number	Creates an upper bound of the total thread numbers field. All records returned will be before the inputted value.	{{total_thread_numbers[to]}}

Example Request

URL: https://{{subdomain}}.{{domain}}/manager/api/v1/emails?updated_at[from]={{updated_at[from]}}&updated_at[to]={{updated_at[to]}}

Example Response

Body

[ { "id": 1442, "lang": "en", "email_status": "paused", "created_at": "2024-01-30T07:09:48.813Z", "assigned_at": "2024-01-30T07:09:49.000Z", "finished_at": "2024-02-29T10:00:11.000Z", "updated_at": "2024-02-29T10:00:11.948Z", "queue_duration": 0, "email_duration": 10207, "out_ticket_id": null, "out_ticket_url": null, "total_thread_numbers": 2, "selected_menu": { "id": 16, "name": "Test Queue", "parent_id": null, "position": 3, "deleted": false, "menu_type": "email_menu", "output_msg": null, "hidden": false }, "menu_path": { "items_count": 1, "name": "Test Queue", "materialized_path": "16" }, "agent_info": { "id": 4, "agent_number": "Bill", "name": "Test Agent", "last_name": "Agent", "first_name": "Test", "avatar_url": "https://subdomain.somedomain.com/data_uri_upload20230919-78154-airlnu.png" }, "end_user": { "id": 1499, "identifier": null, "out_contact_id": null }, "email_attachments": [], "email_threads": [ { "id": 2287, "subject": "3001-002", "attachment_count": 0, "direction": "Outbound", "is_read": true, "is_draft": false, "created_at": "2024-01-30T07:09:48.886Z", "updated_at": "2024-01-30T07:09:48.886Z" }, { "id": 2291, "subject": "Re: 3001-002", "attachment_count": 0, "direction": "Inbound", "is_read": true, "is_draft": false, "created_at": "2024-01-30T09:29:11.019Z", "updated_at": "2024-01-30T09:30:52.853Z" }, { "id": 2292, "subject": "Re: 3001-002", "attachment_count": 0, "direction": "Outbound", "is_read": true, "is_draft": false, "created_at": "2024-01-30T09:31:21.567Z", "updated_at": "2024-01-30T09:31:21.567Z" }, { "id": 2293, "subject": "Re: 3001-002", "attachment_count": 2, "direction": "Inbound", "is_read": false, "is_draft": false, "created_at": "2024-01-30T09:32:57.966Z", "updated_at": "2024-01-30T09:32:57.966Z" }, { "id": 2295, "subject": "Re: 3001-002", "attachment_count": 3, "direction": "Inbound", "is_read": false, "is_draft": false, "created_at": "2024-01-30T09:57:13.536Z", "updated_at": "2024-01-30T09:57:13.536Z" }, { "id": 2296, "subject": "Re: 3001-002", "attachment_count": 3, "direction": "Inbound", "is_read": false, "is_draft": false, "created_at": "2024-01-30T09:59:58.514Z", "updated_at": "2024-01-30T09:59:58.514Z" } ], "transfers": [], "handle_durations": [ { "id": 63, "agent_id": 4, "email_duration": 0, "menu_path_id": 5, "menu_path": "Test Queue", "lang": "en", "transfer": false, "transfer_id": null, "started_at": "2024-01-30T07:09:48.813Z", "ended_at": "2024-01-30T07:09:48.886Z", "assignment_type": "auto", "status": 1 }, { "id": 65, "agent_id": 4, "email_duration": 130, "menu_path_id": 5, "menu_path": "Test Queue", "lang": "en", "transfer": false, "transfer_id": null, "started_at": "2024-01-30T09:29:11.019Z", "ended_at": "2024-01-30T09:31:21.567Z", "assignment_type": "auto", "status": 1 }, { "id": 67, "agent_id": 4, "email_duration": 1455, "menu_path_id": 5, "menu_path": "Test Queue", "lang": "en", "transfer": false, "transfer_id": null, "started_at": "2024-01-30T09:32:57.966Z", "ended_at": "2024-01-30T09:57:13.536Z", "assignment_type": "auto", "status": 1 }, { "id": 68, "agent_id": 4, "email_duration": 164, "menu_path_id": 5, "menu_path": "Test Queue", "lang": "en", "transfer": false, "transfer_id": null, "started_at": "2024-01-30T09:57:13.536Z", "ended_at": "2024-01-30T09:59:58.514Z", "assignment_type": "auto", "status": 1 }, { "id": 70, "agent_id": 4, "email_duration": 96, "menu_path_id": 5, "menu_path": "Test Queue", "lang": "en", "transfer": false, "transfer_id": null, "started_at": "2024-01-30T09:31:21.567Z", "ended_at": "2024-01-30T09:32:57.966Z", "assignment_type": "auto", "status": 1 }, { "id": 71, "agent_id": 4, "email_duration": 8362, "menu_path_id": 5, "menu_path": "Test Queue", "lang": "en", "transfer": false, "transfer_id": null, "started_at": "2024-01-30T07:09:48.886Z", "ended_at": "2024-01-30T09:29:11.019Z", "assignment_type": "auto", "status": 1 } ], "queue_durations": [ { "id": 15, "agent_id": 4, "ended_at": "2024-01-30T07:09:49.308Z", "lang": "en", "menu_path_id": 5, "menu_path": "Test Queue", "queue_duration": 0, "started_at": "2024-01-30T07:09:49.139Z", "assignment_type": "auto", "status": 1 } ], "consumer_handle_durations": [ { "id": 1, "email_duration": 8362, "started_at": "2024-01-30T07:09:48.886Z", "ended_at": "2024-01-30T09:29:11.019Z", "attachments_count": 0 }, { "id": 2, "email_duration": 96, "started_at": "2024-01-30T09:31:21.567Z", "ended_at": "2024-01-30T09:32:57.966Z", "attachments_count": 2 }, { "id": 4, "email_duration": 1455, "started_at": "2024-01-30T09:32:57.966Z", "ended_at": "2024-01-30T09:57:13.536Z", "attachments_count": 0 }, { "id": 5, "email_duration": 164, "started_at": "2024-01-30T09:57:13.536Z", "ended_at": "2024-01-30T09:59:58.514Z", "attachments_count": 3 } ] }, { "id": 1443, "lang": "en", "email_status": "paused", "created_at": "2024-01-30T07:25:34.736Z", "assigned_at": "2024-01-30T07:25:35.000Z", "finished_at": "2024-02-29T09:40:05.000Z", "updated_at": "2024-02-29T09:40:05.784Z", "queue_duration": 0, "email_duration": 1396, "out_ticket_id": null, "out_ticket_url": null, "total_thread_numbers": 1, "selected_menu": { "id": 16, "name": "Test Queue", "parent_id": null, "position": 3, "deleted": false, "menu_type": "email_menu", "output_msg": null, "hidden": false }, "menu_path": { "items_count": 1, "name": "Test Queue", "materialized_path": "16" }, "agent_info": { "id": 4, "agent_number": "Bill", "name": "Test Agent", "last_name": "Agent", "first_name": "Test", "avatar_url": "https://subdomain.somedomain.com/data_uri_upload20230919-78154-airlnu.png" }, "end_user": { "id": 1500, "identifier": null, "out_contact_id": null }, "email_attachments": [], "email_threads": [ { "id": 2288, "subject": "3001-003", "attachment_count": 0, "direction": "Outbound", "is_read": true, "is_draft": false, "created_at": "2024-01-30T07:25:34.833Z", "updated_at": "2024-01-30T07:25:34.833Z" }, { "id": 2289, "subject": "Re: 3001-003", "attachment_count": 0, "direction": "Inbound", "is_read": false, "is_draft": false, "created_at": "2024-01-30T09:15:43.549Z", "updated_at": "2024-01-30T09:15:43.549Z" }, { "id": 2294, "subject": "Re: 3001-003", "attachment_count": 0, "direction": "Inbound", "is_read": false, "is_draft": false, "created_at": "2024-01-30T09:39:00.127Z", "updated_at": "2024-01-30T09:39:00.127Z" } ], "transfers": [], "handle_durations": [ { "id": 64, "agent_id": 4, "email_duration": 0, "menu_path_id": 5, "menu_path": "Test Queue", "lang": "en", "transfer": false, "transfer_id": null, "started_at": "2024-01-30T07:25:34.736Z", "ended_at": "2024-01-30T07:25:34.833Z", "assignment_type": "auto", "status": 1 }, { "id": 66, "agent_id": 4, "email_duration": 1396, "menu_path_id": 5, "menu_path": "Test Queue", "lang": "en", "transfer": false, "transfer_id": null, "started_at": "2024-01-30T09:15:43.549Z", "ended_at": "2024-01-30T09:39:00.127Z", "assignment_type": "auto", "status": 1 } ], "queue_durations": [ { "id": 16, "agent_id": 4, "ended_at": "2024-01-30T07:25:35.503Z", "lang": "en", "menu_path_id": 5, "menu_path": "Test Queue", "queue_duration": 0, "started_at": "2024-01-30T07:25:35.280Z", "assignment_type": "auto", "status": 1 } ], "consumer_handle_durations": [ { "id": 3, "email_duration": 1396, "started_at": "2024-01-30T09:15:43.549Z", "ended_at": "2024-01-30T09:39:00.127Z", "attachments_count": 0 } ] } ]

Code:

200

Menu Endpoints 7

Menus represent a queue that an agent may be assigned to, and options that an end user may select when reaching out to an agent. Each object represents a single menu.

There are three menu endpoints

/menus - pulls a list of menus
/menus/tree - pulls menus in a tree structure, which mimics the path an end user would use to get in touch with an agent
/menus/{:id} - pulls a single menu resource
/menus/current_status - Returns current queue status for menus with consumers waiting in queue.
/menus/sla - Returns SLA for all menu paths from now through the previous specified number of minutes.
/menus/sla_by_queue_group - Returns SLA for all queue groups from now through the previous specified number of minutes.
/menus/operation_hours - Returns the menu operation hour definitions.

Please review the model below to see which fields may be considered PII.

   {
    "id": 0,
    "name": "string",
    "parent_id": 0,
    "position": 0,
    "deleted": true,
    "hidden": "string",
    "menu_type": "ivr_menu",
    "output_msg": "string",
    "agent_assignments": [
      {
        "lang": "en",
        "queue_level": "primary",
        "channel_type": "chat",
        "assignee": {
          "id": 0,
          "name": "string", // This may be considered PII
          "last_name": "string", // This may be considered PII
          "first_name": "string", // This may be considered PII
          "agent_number": "string",
          "avatar_url": "string"
        }
      }
    ],
    "team_assignments": [
      {
        "lang": "en",
        "queue_level": "primary",
        "channel_type": "chat",
        "team": {
          "id": 0,
          "name": "string",
          "parent_id": 0,
          "position": 0,
          "deleted": true,
          "agents_count": 0,
          "assignees": {
            "id": 0,
            "name": "string", // This may be considered PII
            "last_name": "string", // This may be considered PII
            "first_name": "string", // This may be considered PII
            "agent_number": "string",
            "avatar_url": "string"
          }
        }
      }
    ]
  }

Menu List | GET https://{{subdomain}}.{{domain}}/manager/api/v1/menus

Description

Parameter	Required	Data Type	Definition	Postman Variable
sort_column	FALSE	String	Sorts response based on any field in the response object.	{{sort_column}}
sort_direction	FALSE	ASC or DESC	Notes the direction of the sort, whether ascending or descending	{{sort_direction}}
page	FALSE	String	Pairs with per to note what page of records. For instance if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200.	{{page}}
per	FALSE	String	Pairs with page to note how many records would be included in a page of records. For instance if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200.	{{per}}
id[]	FALSE	Array[String]	Array[Strings]. Id of records to search and return	{{id[]}}
name[]	FALSE	Array[String]	Returns records based on name of resource.	{{name[]}}
parent_id[]	FALSE	Array[String]	Returns records based on the parent id of the given records	{{parent_id[]}}
position[]	FALSE	Array[String]	Returns records based on what position a menu is in	{{position[]}}
menu_type[]	FALSE	Array[String]	Returns records based on the type of menu. Possible values: ivr_menu, mobile_menu, web_menu	{{menu_type[]}}
hidden[]	FALSE	Boolean	Returns records that have been hidden (True) or not including records that have been hidden (False)	{{hidden[]}}
with_deleted	FALSE	Boolean	Returns records that have been deleted (True) or not including records that have been deleted (False)	{{with_deleted}}

Menu Tree | GET https://{{subdomain}}.{{domain}}/manager/api/v1/menus/tree

Description

Parameter	Required	Data Type	Definition	Postman Variable
menu_type	FALSE	String	Returns records based on the type of menu. Possible values: ivr_menu, mobile_menu, web_menu	{{menu_type}}
lang	FALSE	String	Returns records that have a specific language property. Possible Values: en, es, fr, de	{{lang}}

Single Menu | GET https://{{subdomain}}.{{domain}}/manager/api/v1/menus/{{menu_id}}

Description

Parameter	Required	Data Type	Definition	Postman Variable
record_id	FALSE	String	Returns specific record based on id	{{record_id}}
with_deleted	FALSE	Boolean	Returns records that have been deleted (True) or not including records that have been deleted (False)	{{with_deleted}}

Menus Current Status | GET https://{{subdomain}}.{{domain}}/manager/api/v1/menus/current_status

Description

Menus Current Status returns all menus with currently queued calls or chats with additional data on durations of those queued items.

Menu SLA | GET https://{{subdomain}}.{{domain}}/manager/api/v1/menus/sla

Description

Parameter	Required	Data Type	Definition	Postman Variable
channel	TRUE	String	String. Values accepted: call, chat	{{channel}}
minutes	TRUE	String	String. The number of minutes to look back from now when calculating SLA. Example, a value of 15 would be requesting SLA for the last 15 minutes for each menu path	{{minutes}}

Query

Key	Value	Description
channel	{{channel}}	String. Values accepted: call, chat
minutes	{{minutes}}	String. The number of minutes to look back from now when calculating SLA. Example, a value of 15 would be requesting SLA for the last 15 minutes for each menu path

Queue Groups SLA | GET https://{{subdomain}}.{{domain}}/manager/api/v1/menus/sla_by_queue_groups

Description

Parameter	Required	Data Type	Definition	Postman Variable
channel	TRUE	String	String. Values accepted: call, chat	{{channel}}
minutes	TRUE	String	String. The number of minutes to look back from now when calculating SLA. Example, a value of 15 would be requesting SLA for the last 15 minutes for each menu path	{{minutes}}

Query

Key	Value	Description
channel	{{channel}}	String. Values accepted: call, chat
minutes	{{minutes}}	String. The number of minutes to look back from now when calculating SLA. Example, a value of 15 would be requesting SLA for the last 15 minutes for each menu path

Menu Operation Hours | GET https://{{subdomain}}.{{domain}}/manager/api/v1/menus/operation_hours

Description

Returns all menu operation hour definitions

User Status Endpoints 1

User status represents a state that an agent can be in at any time. Each status (either out of the box or a newly configured status) is represented in a single object

[
  {
    "id": 0,
    "wfm_id": 0,
    "name": "string",
    "color": "string",
    "setting": {
      "restricted": true,
      "all_roles_restricted": true,
      "breakthrough_enabled": true
     },
     "custom_roles": [1,2,3]
  }
]

User Statuses | GET https://{{subdomain}}.{{domain}}/manager/api/v1/user_statuses

Example Request

URL: https://{{subdomain}}.{{domain}}/manager/api/v1/user_statuses

Example Response

Body

[ { "id": 0, "name": "Available", "color": "green", "wfm_id": 11, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, { "id": -1, "name": "Unavailable", "color": "red", "wfm_id": 12, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, { "id": -2, "name": "Break", "color": "yellow", "wfm_id": 29, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, { "id": -3, "name": "Special Task", "color": "pink", "wfm_id": 30, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, { "id": -4, "name": "Meal", "color": "brown", "wfm_id": 31, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, { "id": -5, "name": "Missed Call", "color": "blue_grey", "wfm_id": 32, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, { "id": -6, "name": "Wrap-up", "color": "purple", "wfm_id": 33, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, { "id": -7, "name": "In-call", "color": "light_blue", "wfm_id": 34, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, { "id": -8, "name": "In-chat", "color": "indigo", "wfm_id": 35, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, { "id": -10, "name": "Offline", "color": "grey", "wfm_id": 36, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] }, { "id": 5, "name": "Meal", "color": "green", "wfm_id": 45, "setting": { "restricted": true, "all_roles_restricted": true, "breakthrough_enabled": true }, "custom_roles": [1,2,3] } ]

Code:

200

Teams 3

Teams represent a grouping that an agent may be assigned to, which can then be assigned to a queue. Each object represents a single team.

There are three team endpoints

/team - pulls a list of team
/team/tree - pulls teams in a tree structure
/team/{:id} - pulls a single team resource

Please review the model below to see which fields may be considered PII.

[
  {
    "id": 0,
    "name": "string",
    "parent_id": 0,
    "position": 0,
    "deleted": true,
    "agents_count": 0,
    "assignees": {
      "id": 0,
      "name": "string", // This may be considered PII
      "last_name": "string", // This may be considered PII
      "first_name": "string", // This may be considered PII
      "agent_number": "string", // This may be considered PII
      "avatar_url": "string"
    }
  }
]

Team List | GET https://{{subdomain}}.{{domain}}/manager/api/v1/teams

Description

Parameter	Required	Data Type	Definition	Postman Variable
sort_column	FALSE	String	Sorts response based on any field in the response object.	{{sort_column}}
sort_direction	FALSE	ASC or DESC	Notes the direction of the sort, whether ascending or descending	{{sort_direction}}
page	FALSE	String	Pairs with per to note what page of records. For instance if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200.	{{page}}
per	FALSE	String	Pairs with page to note how many records would be included in a page of records. For instance if per is made to be 200 and page is 2, the response would contain record 201-400, as page 1 would contain 1-200.	{{per}}
agents_count[from]	FALSE	Number	creates a lower bound of the agents count field. All records returned will be after the inputted value.	{{agents_count[from]}}
agents_count[to]	FALSE	Number	creates a upper bound of the agents count field. All records returned will be before the inputted value.	{{agents_count[to]}}
id[]	FALSE	Array[String]	Array[Strings]. Id of records to search and return	{{id[]}}
name[]	FALSE	Array[String]	Returns records based on name of resource.	{{name[]}}
parent_id[]	FALSE	Array[String]	Returns records based on the parent id of the given records	{{parent_id[]}}
position[]	FALSE	Array[String]	Returns records based on what position a menu is in	{{position[]}}
with_deleted	FALSE	Boolean	Returns records that have been deleted (True) or not including records that have been deleted (False)	{{with_deleted}}

Single Team | GET https://{{subdomain}}.{{domain}}/manager/api/v1/teams/{{team_id}}

Description

Parameter	Required	Data Type	Definition	Postman Variable
record_id	FALSE	String	Returns specific record based on id	{{record_id}}
with_deleted	FALSE	Boolean	Returns records that have been deleted (True) or not including records that have been deleted (False)	{{with_deleted}}

Team Tree | GET https://{{subdomain}}.{{domain}}/manager/api/v1/teams/tree

Campaign Endpoints 3

A campaign refers to an outbound auto-dialer feature that sequentially reaches out to a list of contacts, initiates outbound calls, and connects each contact to an available agent. Campaign endpoints provide access to campaign-related data, allowing retrieval of campaign and contact objects.

Campaign object: represents a single campaign within the platform.
Contact object: represents individual campaign contacts within a specific campaign.

Please review the model below to see which fields may be considered PII.

[
   {
      "campaign_type" : "default",
      "id" : 67,
      "external_campaign_id" : null,
      "max_abandonment_percent" : 3,
      "max_redial_count" : 3,
      "mode" : "preview",
      "name" : "string",
      "overdial_adjustment_multiplier" : 1,
      "queue" : {
         "deleted" : false,
         "hidden" : false,
         "id" : 60,
         "menu_type" : "ivr_menu",
         "name" : "string",
         "output_msg" : null,
         "parent_id" : 59,
         "position" : 4
      },
      "redial_interval_minutes" : 120,
      "status" : "dialing",
      "target_number_to_process" : 1000,
      "created_at" : "2023-04-01T23:23:43.000Z",
      "starts_at" : "2023-04-01T23:28:08.000Z",
      "ends_at" : null,
      "updated_at" : "2023-04-01T23:28:08.000Z",
      "contact_stats" : {
         "Abandoned by Contact" : 0,
         "Abandoned by Dialer" : 0,
         "Average Redials per Number" : 0,
         "Carrier Error" : 0,
         "Completed" : 50,
         "Connected" : 0,
         "Contacts" : 1000,
         "Dialer General Error" : 0,
         "Dialing" : 0,
         "Do Not Call" : 0,
         "Finished" : 40,
         "Invalid Number or Name" : 0,
         "Invalid outbound number" : 0,
         "Not Picked Up" : 0,
         "Not Reached to Contact" : 0,
         "Not reached" : 10,
         "Not yet reached" : 960,
         "Queued" : 0,
         "Reached" : 0,
         "Redial Scheduled" : 0,
         "Redials" : 0,
         "Remaining" : 950,
         "Running" : 0,
         "Skipped" : 0,
         "Skipped & Closed" : 10,
         "Transferred" : 0,
         "Transferred and Finished" : 0,
         "Upcoming" : 950,
         "Voicemail Hung Up" : 0
      }
   }
]

The status field can be in any of the following states

Campaign Status	Description
created	State that occurs when a campaign is created but not started to do outbound calls.
started	State that occurs when a campaign has just started to do outbound calls but the first dialing out is not yet happening.
dialing	State that occurs when a campaign is in middle of dialing outbound calls.
pause	State that occurs after a campaign has been paused by agent or manager.
finished	State that occurs after a campaign has completed all the calls.

The mode field can be in any of the following values

Campaign Mode	Description
preview	For Preview Campaign, an agent is going to connect to the end-user or choose what action to take for a given contact because generally the contact or end-user is known.
predictive	For Predictive Campaign, an agent is connected to a reservation call and with that call we turn on machine detection, which tells us the response to an outbound call is a human or a machine (ie. voice mail), and only connect the agent to a hunman.
progressive	For Progressive Campaign, the dialer would first connect to the first available agent. Upon connection, the dialer would call and deliver the first available (a contact that has not been called yet for a given campaign) contact to the agent.

The campaing_type field can be in any of the following values

Campaign Type	Description
default	Campaign contacts are from user uploaded CSV files
external_list	Campaign contacts are from external/third-party services

Available Variables 88

Key	Value	Type
subdomain
username
password
page
per
id[]
agent_number[]
status_id[]
online[]
wrap_up[]
location[]
last_login_time[from]
last_login_time[to]
status_updated_at[from]
status_updated_at[to]
sort_column
sort_direction
started_at[from]
started_at[to]
ended_at[from]
ended_at[to]
call_count[from]
call_count[to]
chat_count[from]
chat_count[to]
whodunnit_id[]
agent_id[]
changed_columns
assigned_at[from]
assigned_at[to]
ends_at[from]
ends_at[to]
scheduled_at[from]
scheduled_at[to]
created_at[from]
created_at[to]
connected_at[from]
connected_at[to]
queued_at[from]
queued_at[to]
rating[from]
rating[to]
call_duration[from]
call_duration[to]
hold_duration[from]
hold_duration[to]
end_user_id[]
call_status[]
call_fail_reason[]
verified[]
call_type[]
support_number[]
first_msg_sent_at[from]
first_msg_sent_at[to]
last_msg_sent_at[from]
last_msg_sent_at[to]
chat_duration[from]
chat_duration[to]
message_count[from]
message_count[to]
average_response_time[from]
average_response_time[to]
longest_response_time[from]
longest_response_time[to]
wait_duration[from]
wait_duration[to]
chat_type[]
chat_status[]
chat_fail_reason[]
name[]
parent_id[]
position[]
menu_type		string
menu_type[]
hidden[]
with_deleted
agents_count[from]
agents_count[to]
duration[from]
duration[to]
call_id[]
chat_id[]
activity[]
record_id
lang		string
lang[]
updated_at[from]
updated_at[to]