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Conversations API not returning any chats

  • 1.  Conversations API not returning any chats

    Posted 06-05-2025 18:13

    KathirAXA | 2018-03-09 17:50:20 UTC | #1

    Hi,

    I am trying to get a list of recent conversations using getconversations. I am able to get a successful response (200) but with no entities. I tried the same (and few many API calls related to conversation), but nothing returned any data. Tried the same in APIExplorer, same results.

    My testing team has created few chats, but they don't seem to be available. Not sure if those chats could be retrieved in Dev portal.

    I would basically need to get daily conversations to save them in our Vault. Can you please advise how do I get recent chats? Why I am not able to see the chats created by my team.

    Thanks, Kathir

    tim.smith | 2018-03-09 17:58:51 UTC | #2

    If by "recent" you're referring to GET /api/v2/conversations/chats being documented as "Get recent chat conversations", that's misleading. The word recent was removed from GET /api/v2/conversations, but it appears it was left on other resources; I'll make sure those descriptions get updated. That API gets conversations that the requesting user is currently participating in.

    To retrieve historical conversations for a user, you should use GET /api/v2/analytics/conversations/{conversationId}/details and add a filter for user ID.

    KathirAXA | 2018-03-09 18:24:00 UTC | #3

    Thanks Tim for the quick response. I basically want to extract all the chats on day to day basis for my organization. Is there an API which can get me this data? My requirement is to save all these chats on our vault.

    tim.smith | 2018-03-09 18:25:35 UTC | #4

    See the Analytics API I mentioned above.

    KathirAXA | 2018-03-09 19:25:25 UTC | #5

    Thanks. But how do I get the conversation Ids? Should I make another API call to get the list of conversation IDs?

    tim.smith | 2018-03-09 20:29:41 UTC | #6

    But how do I get the conversation Ids?

    In the responses from the analytics query, look at the property named id. That will contain the conversation ID of the conversation.

    KathirAXA | 2018-03-10 01:53:48 UTC | #7

    Thanks Tim for your help, I am able to get the conversations using postanalyticsconversationsdetailsquery and conversartion ID from it.

    KathirAXA | 2018-03-12 13:36:45 UTC | #8

    Hi Tim,

    As mentioned I could get the conversation meta data using postanalyticsconversationdetails. Using the Conv ids, I could get the conversation details. But I couldn't find an API which returns the chat messages. I could get the email messages from getconversationsemailmessage. But getconversationschat or other get Chat APIs don't return chat messages.

    Can you please advise which API gives me this info?

    (PS: I tried to call getconversationrecordings, but getting '403'. Not sure if this one gives me Chat messages).

    Thanks, Kathir

    tim.smith | 2018-03-13 18:48:12 UTC | #10

    What do you mean by "conversation meta data"? Can you be specific about what properties or pieces of data you're trying to get?

    But I couldn’t find an API which returns the chat messages

    You can't get the contents of a chat (the text messages sent by participants) except by using GET /api/v2/conversations/{conversationId}/recordings to get a list of the recordings for a conversation and then retrieve the recording via the URI provided in the mediaUris property for each recording.

    AlonsoM | 2018-03-13 21:41:54 UTC | #11

    Tim, Kathir wants the transcript of the message, in other words, the conversation details that the agent had with the customer. I don't think this is a field that can be captured from the API or at least from what I've seen. Is that a valid/true statement?

    Thanks.

    Alonso

    tim.smith | 2018-03-14 14:36:39 UTC | #12

    AlonsoM, post:11, topic:2588
    Kathir wants the transcript of the message ... I don’t think this is a field that can be captured from the API or at least from what I’ve seen. Is that a valid/true statement?

    Yes, see above for how to get recordings (i.e. transcripts).

    AlonsoM | 2018-03-14 14:45:30 UTC | #13

    Thanks for the response

    KathirAXA | 2018-03-14 14:49:32 UTC | #14

    Thanks Tim and Alonso. I am awaiting my team to grant the clientId, the access to view/download recordings

    system | 2018-04-14 14:48:59 UTC | #15

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 2588



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