Search for interactions

The GET /interactions endpoint enables you to retrieve interaction metadata and managed content. You can search for interactions and the endpoint will return a list of interactions that the user has access to with their account. The endpoint returns only the interactions that have at least one piece of interaction content.

Headers

Header parameters in Requests (Interaction Content API) apply to this endpoint.

Authorization scopes supported:

Parameters

The endpoint accepts the following query parameters:

start

The start date and time for the interaction search (inclusive). Use ISO8601 format. The maximum date range between `start` and `end` dates for an interaction search is 7 days. The range includes the `start` date.

end

The end date and time for the interaction search (exclusive). Use ISO8601 format. The maximum date range between `start` and `end` dates for an interaction search is 7 days. The range excludes the `end` date.

handlingAgentId

The ID of the agent you want to find interactions for.

connectFrom

The address of the party that initiated the interaction. This is most commonly a phone number, but for non-phone interactions it could be an email, chat handle, or similar. This parameter uses a 'starts with' search. Minimum length is 1, maximum is 50.

connectTo

The address of the party that received the interaction. This is most commonly a phone number, but for non-phone interactions it could be an email, chat handle, or similar. This parameter uses a 'starts with' search. Minimum length is 1, maximum is 50.

direction

The direction of the interaction. Available values are inbound or outbound. An inbound interaction occurs when a customer initiates an interaction, and outbound interactions when an agent initiates an interaction. If you do not specify a value, the API returns interactions in both directions.

continuationToken

Continuation token generated by previous API call. This must be provided to return additional pages of data. When not provided the first page is returned.

limit

The required size (number of items) per page returned in response, with a minimum of 1 and a maximum of 1000. Defaults to 1000.

Request

Request interaction between two dates

curl -L -X GET "https://***.api.newvoicemedia.com/interaction-content/interactions?start=2021-12-01T14:18:23.857Z&end=2021-12-06T14:18:23.857Z" \
-H "Authorization: Bearer <ACCESS_TOKEN>" \
-H "Accept: application/vnd.newvoicemedia.v3+json" \

Request interaction between two dates with a continuationToken

curl -L -X GET "https://***.api.newvoicemedia.com/interaction-content/interactions?start=2021-12-01T14:18:23.857Z&end=2021-12-06T14:18:23.857Z&continuationToken=MjAyMS0wMi0xNVQwNzo1MzoxM1pfMQ==" \
-H "Authorization: Bearer <ACCESS_TOKEN>" \
-H "Accept: application/vnd.newvoicemedia.v3+json" \

Request interaction between two dates that start with an area code

curl -L -X GET "https://***.api.newvoicemedia.com/interaction-content/interactions?start=2021-12-01T14:18:23.857Z&end=2021-12-06T14:18:23.857Z&connectfrom=01473" \
-H "Authorization: Bearer <ACCESS_TOKEN>" \
-H "Accept: application/vnd.newvoicemedia.v2+json" \

Responses

Responses to the endpoint returns the presences of all the users.

Successful response

For information about successful responses, see Success response code and parameters in Responses (Interaction Content API).

Example responses

Next page exists

{
  "items": [
    {
      "guid": "2480fc2c-bbd7-427c-9439-02f76583aef5",
      "start": "2020-02-16T14:11:56Z",
      "connectFrom": 14154204204,
      "connectTo": 22222,
      "direction": "inbound",
      "handlingAgents": [
        {
          "id": "1342"
        }
      ],
      "content": [
        {
          "contentKey": "callRecording",
          "type": "callRecording",
          "contentType": "audio/wav",
          "contentLength": 359,
          "lastModified": "2020-02-16T14:19:35Z"
        },
        {
          "contentKey": "fbebd00a-9017-48d3-ad5c-156f4c45024e",
          "type": "voicemail",
          "contentType": "audio/wav",
          "contentLength": 121,
          "owningAgent": {
            "id": "1342"
          },
          "lastModified": "2020-02-16T14:19:01Z"
        },
	 	{
          "contentKey": "ad76a807-3e21-41c6-992e-dc9865ffcc9d",
          "type": "ivrAudioRecording",
          "contentType": "audio/wav",
          "contentLength": 100,
          "owningInteractionPlan": {
            "id": "816f1144-ac27-4bba-a280-cc66"
          },
          "lastModified": "2020-02-16T14:20:01Z"
        }
      ]
    }
  ],
  "meta": {
    "nextContinuationToken": "MjAyMS0wMS0yMFQxMDoxMDowMC4wMDBaXw=="
  }
}

Next page does not exist

{
  "items": [
    {
      "guid": "2480fc2c-bbd7-427c-9439-02f76583aef5",
      "start": "2020-02-16T14:11:56Z",
      "connectFrom": 14154204204,
      "connectTo": 22222,
      "direction": "inbound",
      "handlingAgents": [
        {
          "id": "1342"
        }
      ],
      "content": [
        {
          "contentKey": "callRecording",
          "type": "callRecording",
          "contentType": "audio/wav",
          "contentLength": 359,
          "lastModified": "2020-02-16T14:19:35Z"
        },
        {
          "contentKey": "fbebd00a-9017-48d3-ad5c-156f4c45024e",
          "type": "voicemail",
          "contentType": "audio/wav",
          "contentLength": 121,
          "owningAgent": {
            "id": "1342"
          },
          "lastModified": "2020-02-16T14:19:01Z"
        },
	 	{
          "contentKey": "ad76a807-3e21-41c6-992e-dc9865ffcc9d",
          "type": "ivrAudioRecording",
          "contentType": "audio/wav",
          "contentLength": 100,
          "owningInteractionPlan": {
            "id": "816f1144-ac27-4bba-a280-cc66"
          },
          "lastModified": "2020-02-16T14:20:01Z"
        }
      ]
    }
  ],
  "meta": {
    "nextContinuationToken": null
  }
}

where:

• guid. The unique identifier of the interaction.
• start. The interaction start date.
• connectFrom. The address of the party that initiated the interaction. For a phone call connectFrom is their phone number.
• connectTo. The address of the party that was being contacted within the interaction. For a phone call connectTo is their phone number.
• direction. The direction of the interaction. Can be:
  • inbound. Interaction was initiated by a customer to interact with a VCC agent
  • outbound. Interaction was initiated by a VCC agent to interact with a customer
• handlingAgents. A JSON array with identifiers of the agents involved in the interaction.
  • id. The unique identifier of each handling agent.
• content. A JSON array with content attached to this interaction. 
  • contentKey. The key of the content type you can retrieve from a given interaction using the GET ‘/interactions/{guid}/content/{contentKey}’ endpoint.
  • type. The type of the content. Supported types are:
    • callRecording
    • screenRecording
    • voicemail
    • transcript
    • chatTranscript
    • categorizationResult
    • attachment
    • ivrAudioRecording
    • videoRecording
  • contentType. The media type of the interaction content such as audio/wav or application/json.
  • contentLength. The length of the content expressed in bytes.
  • owningAgent. The identifier of the agent that owns the content. Returned only for some types of content — where type is voicemail.
    • id. The unique identifier of the owning agent.
  • owningInteractionPlan. The identifier of the interaction plan that the content was created by. Returned only for some types of content — where type is ivrAudioRecording.
    • id. The unique identifier of the interaction plan.
  • lastModified. The date/time (in UTC) that the interaction content was last modified.

• meta. 
  • nextContinuationToken. The token that can be used to request the next page of results.