Aniruddha | 2021-07-08 15:59:05 UTC | #1
Our organizations has added a Custom fields in conversations. As a data team, we are using /api/v2/analytics/conversations/details endpoint to get conversations data. Is there a way to get that custom field from the API? or will it be automatically picked up?
Jerome.Saint-Marc | 2021-07-08 16:15:10 UTC | #2
Hello,
I am not sure I understand what you are referring to with "Custom fields in conversations".
Do you mean Participant Data/Attributes, which can be added to a conversation (set of key/value pairs)? Using Set Participant Data action in an Architect flow or from a Script exposed to an agent?
Or do you mean External Contact Custom Fields, which are not related to conversations?
Or Custom Fields in Salesforce?
Regards,
Aniruddha | 2021-07-23 10:36:01 UTC | #3
I think it is the Participant data. I am working with a team on our side who has setup this. Will get some details and post it here.
Jerome.Saint-Marc | 2021-07-23 13:12:34 UTC | #4
Hello,
Participant data are NOT available when you get Conversation Details by id with GET /api/v2/analytics/conversations/{conversationId}/details, and they are not available making a (synchronous) query for conversation details with POST /api/v2/analytics/conversations/details/query.
You can get participant data/attributes in the Analytics Conversation Details using an Asynchronous/Job query for conversation details with POST /api/v2/analytics/conversations/details/jobs. It is described here. As mentioned in this page, the conversation details with participant data/attributes are served by a data lake that is updated nightly by a batch process, rather than being updated in real time . So with the async job, the conversation details will only be available a day after the conversation occurred.
Regards,
system | 2021-08-23 13:12:34 UTC | #5
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