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Query conversation detail on live interaction?

  • 1.  Query conversation detail on live interaction?

    Posted 06-05-2025 18:18

    Philip_Hagenfeldt | 2020-09-11 11:12:22 UTC | #1

    Hi,

    Is there any way to query for a conversation detail on a live interaction?

    I'm currently trying to query (email) conversations with a certain subject. I'm aware of /api/v2/analytics/conversations/details/query but unfortunately it doesn't return any results for a conversation that is in queue.

    I'm trying to achieve an API call that can find if an email has been sent to us, regardless if it's been handled or not. In fact, in queue (live conversation) is more important since we send a auto-reply in Architect. Perhaps there is a way to query on auto-replies?

    Jerome.Saint-Marc | 2020-09-11 15:27:42 UTC | #2

    Hello Philip,

    I have just tried to generate an email conversation (sending Auto-Reply in the Architect Flow) and to perform the Query for Conversation Details while the email was in the queue, using subject (dimension) in a segment filter, and I could retrieve the conversation successfully (Note: subject value has to match exactly the subject of the email).

    In your query, did you use an interval that includes or touches the day the email was started (i.e. initially submitted by the customer)? https://developer.mypurecloud.com/api/rest/v2/analytics/#post-api-v2-analytics-conversations-details-query "Results will include conversations that both started on a day touched by the interval AND either started, ended, or any activity during the interval."

    See here for some explanations on why: https://developer.mypurecloud.com/api/rest/v2/analytics/query_syntax_detail.html#interval

    If this is already what you did, I would suggest to open a case with Genesys Care (Support) as we cannot investigate customer data on the forum.

    Regards,

    Philip_Hagenfeldt | 2020-09-14 11:25:00 UTC | #3

    Hi,

    I seem to have used the interval in the wrong way, did not take time zone in to consideration. So it's actually working! :slight_smile:

    Thanks for your input!

    system | 2020-10-15 11:30:44 UTC | #4

    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: 8805



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