Richard_Surroz | 2021-08-05 00:19:40 UTC | #1
I am trying to use /api/v2/conversations/calls/{conversationId}/participants/{participantId}/wrapup to update wrapup notes but I am not sure if this API calls works with Patch or Put.
Is there a different API call I can use?
Richard_Surroz | 2021-08-05 00:20:30 UTC | #2
Jerome.Saint-Marc | 2021-08-05 08:33:59 UTC | #3
Hello,
The API endpoint you are using is not the correct one to update wrapup. It is a GET and is only meant to read the existing participant's wrapup code and notes. As it is written in the API description: GET /api/v2/conversations/{conversationId}/participants/{participantId}/wrapup - Get the wrap-up for this conversation participant.
The correct API endpoint to update wrapup code and notes is PATCH /api/v2/conversations/{conversationId}/participants/{participantId} The participantId must be the one of your Contact Center Agent (participant with purpose = agent).
The body for the PATCH request will have to be one of the following, depending on your conversation status.
1 - If your conversation is still active (agent in conversation with the customer) and your Contact Center Agent hasn't set the wrapup code yet or you don't want to set both the wrapup code and notes with this API request, then, your body will be:
{ "wrapup": { "provisional":true, "notes":"These are my notes" } }
When the conversation is terminated and the Contact Center Agent selects a wrapup code, the Genesys Cloud Desktop will automatically send an API request containing both the wrapup code and the provisional notes which had been set earlier.
2 - If your conversation is terminated (wrapup code was selected by agent), or if your conversation is still active and you want to set the final wrapup code and notes, the body will be:
{ "wrapup": { "code":"cba82803-d480-4a49-99a3-a10d2a6fa261", "notes":"These are my final notes", "tags":[] } }
In this case, you must send both wrapup code and notes. If your wrapup code was already set, you must first retrieve its value and then send your PATCH request with both code and notes. If you are using tags (setting them via API), you will also retrieve them first and send them in your PATCH request. Not specifying the tags attribute value is equivalent to resetting them to an empty array (tags: []).
Regards,
Richard_Surroz | 2021-08-05 16:13:01 UTC | #4
Thanks! I am signed up for the three certs including APIs . . .I cannot wait to master this! GENESYS is the bee's knees. I am working to get Bright Metrics added as reporting is the one area GENESYS Cloud is lacking in a big way but everything else is amazing.
Jerome.Saint-Marc | 2021-08-05 16:26:26 UTC | #5
I didn't understand if you are working on your own BrightMetrics integration, or if you are working at BrightMetrics on a new integration. But for your info, BrightMetrics already has 2 AppFoundry applications integrated with Genesys Cloud. Brightmetrics and Brightmetrics Real Time
Regards,
Richard_Surroz | 2021-08-05 16:30:04 UTC | #6
We are looking at adding Bright Metrics as a new integration. I used Bright Metrics when I worked for a VAR with Mitel as one our products (which I where I learned to love GENESYS as well). I currently am contracting with a company for their GENESYS Cloud implementation.
Richard_Surroz | 2021-08-05 17:58:56 UTC | #7
quote="Jerome.Saint-Marc, post:3, topic:11663"] The correct API endpoint to update wrapup code and notes is [PATCH /api/v2/conversations/{conversationId}/participants/{participantId} The participantId must be the one of your Contact Center Agent (participant with purpose = agent). [/quote]
I made the changes but the notes value does not change.
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Richard_Surroz | 2021-08-05 17:59:35 UTC | #8
Jerome.Saint-Marc | 2021-08-05 19:38:25 UTC | #9
I have tried it on a chat conversation (using same Data Action configuration) and it is working for me.
The following will not change the result - but it is better to do this properly like the following: You can remove the / at the end of your Request URL Template. The url is /api/v2/conversations/${input.conversationId}/participants/${input.participantId} You can also add a Content-Type Header (value: application/json)
I don't know how you are verifying the wrapup notes update, and if the participantId is the one of the agent who originally set the wrapup code and notes. I'd suggest to try first with the API Explorer in Developer Tools to get the conversation ( /api/v2/conversations/{conversationId}) and verify the code and notes before you make the test, and to run the PATCH /api/v2/conversations/{conversationId}/participants/{participantId} to update the conversation participant, and then get the conversation again.
If the problem persists, I'd suggest to open a ticket with Genesys Cloud Care as we cannot investigate customer data/org from the forum.
Regards,
system | 2021-09-05 19:38:46 UTC | #10
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