sduque | 2018-03-01 15:48:42 UTC | #1
I'm looking for a way store metadata from an IVR call so it can be consulted later. For example:
An inbound call is answered by an inbound flow and ask the caller to select the call purpose between three options: product information, product support and billing information. Whenever the user selects an option, the call purpose is stored as metadata for that conversations and later a report can be generated with all calls made in Febrary 2018 for product support purposes.
If not possible, the only approach I can see is creating an external REST service to post the information with a Web Service Data Action.
Thanks for the help. Greetings.
anon28066628 | 2018-03-01 16:38:15 UTC | #2
Using Data Actions to post to an external service is a good approach.
You can also use Set Participant Data in the IVR, which adds a participant attribute (a key/value entry in an array) as metadata to the conversation. You can retrieve these from the /conversations API. Conversations have to be retrieved one-at-a-time from this service so it's important to engineer your script to run for awhile and either throttle the number of calls per minute or handle 429 errors with exponential back off (preferably both). Be aware also that interactions are available from the conversations API for only ~90 days, so save the data if you need quarterly or longer reports.
sduque | 2018-03-01 17:45:39 UTC | #3
Thanks a lot Smith_Rj! It's just what I was looking for.
system | 2018-04-01 17:45:47 UTC | #4
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