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Conversations API

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Overview

The Conversations API, included in the Talkdesk CXA solution and Virtual Agent, provides customers with API access to enriched interaction data. This allows customers to retrieve AI transcripts, digital messages, and respective enrichments and ingest them into their BI/CRM/AI tool or use the data for any reporting internal requirements.

Business Context

What Can You Achieve with the Conversations API?

Using the Conversations API, customers can access all of their transcripts, messages, and AI enhancements for use in their internal tools.

Business Problems the Conversations API Solves

The Conversations API addresses a wide range of business challenges related to customer interactions, customer experience, and reporting.

What the Conversations API doesn't Support

  • This API is limited to seven days - only the interactions that took place between seven days are returned.
  • Data from Conversations API can only be retrieved since 1st May 2023. Please contact your Talkdesk representative if you need data before May 1, 2023.
  • Sources and Channels not supported:
    • Email.
    • Social Messaging.
  • Voice Recordings or recordings metadata.
  • Compliance with medical privacy laws like HIPAA or PCI compliance.
  • Transfers metadata (Blind, Warm).
  • AI enrichments Global Interaction Sentiment and Topic Classification are not available in this API.

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Use Case

Analytics and CRM Integration for Customer Insights:

  • Integrate the API with a CRM system to automatically capture and store customer interactions, including virtual agent chats and call transcripts.
  • Automatically update customer profiles with insights from conversations, such as preferences, issues, and feedback.
  • Integrate directly into BI/Analytics solutions for valuable insights

Enhanced Sales and Lead Management:

  • Integrate with CRM platforms to analyze sales and lead generation interactions.
  • Automatically classify leads based on their intent (e.g., purchase inquiries, information requests)

Compliance and Regulatory Reporting: Integrate with compliance and reporting systems to ensure that customer interactions are archived and compliant with industry regulations.

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Access and Registration

Authentication

Understanding Key Conversation Fields

Field NameSimple DescriptionPossible Values & Meanings
channelHow the message was communicated.VOICE: A voice call.
WEBCHAT: A chat message from Autopilot Chat
CHAT: A chat message handled by an agent via Talkdesk's Digital Engagement
SMS: A text message.
DIGITAL_CONNECT: A message from other customers platforms
source_systemWhich Talkdesk system generated or processed the message.STT: Speech to text based on recordings
DCE: Used when agents handle digital messages (chat, SMS, Digital Connect)
VA: Used when an autopilot handles the interaction
participantWho sent the message.CUSTOMER: The message is from the customer.
AGENT: The message is from an agent (this could be a human agent or a autopilot)

Usage

Retrieve all interactions.

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How to Use the Conversations API:

  1. Use interaction_started and interaction_end parameter: https://api.talkdeskapp.com/conversations/interactions?interaction_started=2023-11-01T00:00:00Z&interaction_ended=2023-11-06T00:00:00Z
  2. Next, you will receive data and a cursor (within href) to retrieve the remaining data.

"_links": {
"next": {
"href": "https://api.talkdeskapp.com/conversations/interactions?cursor=eJyFkt9vnDAMx%2F8XnncSP6%2Bj0h6gEK6oyYkcJLlMewgJlB7hSnt0HEz73xd10qrtZZZlfWV%2FZFuWf1jj02TdWsFGrNEMvSPVp9rLtcz0zOl1rAeyPlDyJgd9Ehnpmeto6aGOu2Rlru6bO3uByf0Ky3SGhz96hTHPi16PDcFDSVBbeCMz%2FIw80qmKnOOYA3TuJmVjx9S1Yjk9kM8BychKM4yjd0vBJnkqgJldsGPQ7MCe7OIE6TArT10qU8LlWUbIBePRDRfO4lFm5CJooOXi6Pqcm3ynOQgnztB6pEpLJxz57nGCp2iBa3qFSfqh14geqjwXTFe8d0pmoy0xvEyUc2QE8LmiuOR%2BzVSqKqfkjCyk1%2B2eYNO366vifek4bh%2F9HvPxaAN3z7prqfFcrLzFve%2FjXQwoy70oUZ2g6LscyCxYrOtMv3EGJ06DxeSfOcVtTckqXXA2u7eCYv%2BhvJ%2FhCV5hGV0%2FNJxBr%2B8OVJvbcVQ5YdJo1QoWeYoCB1OZAY2yiqBLNXBWDalbZvlIBvyCBr3ldvr71Hc34LmL6D5J3WIATJzy8tCr5wNBL8iuFsUeJz5H8X9mmUZfvlifrMskXqdETI15Ldd2vY3jbGyntO3bd%2BcGac7qX2D7F3BpxKvsonZqXsGTNtG6%2FWoFgaobGQqvFrXve0G43YrW29riRt2YKKxvP38BaoXqPQ%3D%3D"
}

  1. Use the "href" to get your next set of data:

https://api.talkdeskapp.com/conversations/interactions?cursor=eJyFkt9vnDAMx%2F8XnncSP6%2Bj0h6gEK6oyYkcJLlMewgJlB7hSnt0HEz73xd10qrtZZZlfWV%2FZFuWf1jj02TdWsFGrNEMvSPVp9rLtcz0zOl1rAeyPlDyJgd9Ehnpmeto6aGOu2Rlru6bO3uByf0Ky3SGhz96hTHPi16PDcFDSVBbeCMz%2FIw80qmKnOOYA3TuJmVjx9S1Yjk9kM8BychKM4yjd0vBJnkqgJldsGPQ7MCe7OIE6TArT10qU8LlWUbIBePRDRfO4lFm5CJooOXi6Pqcm3ynOQgnztB6pEpLJxz57nGCp2iBa3qFSfqh14geqjwXTFe8d0pmoy0xvEyUc2QE8LmiuOR%2BzVSqKqfkjCyk1%2B2eYNO366vifek4bh%2F9HvPxaAN3z7prqfFcrLzFve%2FjXQwoy70oUZ2g6LscyCxYrOtMv3EGJ06DxeSfOcVtTckqXXA2u7eCYv%2BhvJ%2FhCV5hGV0%2FNJxBr%2B8OVJvbcVQ5YdJo1QoWeYoCB1OZAY2yiqBLNXBWDalbZvlIBvyCBr3ldvr71Hc34LmL6D5J3WIATJzy8tCr5wNBL8iuFsUeJz5H8X9mmUZfvlifrMskXqdETI15Ldd2vY3jbGyntO3bd%2BcGac7qX2D7F3BpxKvsonZqXsGTNtG6%2FWoFgaobGQqvFrXve0G43YrW29riRt2YKKxvP38BaoXqPQ%3D%3D

  1. You must get a new cursor for every request you make, until there is no more data to be fetched.

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Supported Regions and Base URLs

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API Availability

The Conversations API is only available for customers enrolled in Talkdesk's Early Access (EA) program. To enter the EA program, contact a Customer Success Manager.

The Conversations API has been in EA since December 2023.

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.

Updated about 2 months ago