Request

Authorization

Provide your bearer token in the

Authorization

header when making requests to protected resources.

Example:

Authorization: Bearer ********************

Body Params application/json

ListConversationsReq

optional

ListConversationsReq - request to get conversations

One of

by_assigned_user

by_conversation_sids

by_time

field_mask

string

google.protobuf.FieldMask

optional

FieldMask represents a set of symbolic field paths, for example:

paths: "f.a"
paths: "f.b.d"

Here f represents a field in some root message, a and b
fields in the message found in f, and d a field found in the
message in f.b.

Field masks are used to specify a subset of fields that should be
returned by a get operation or modified by an update operation.
Field masks also have a custom JSON encoding (see below).

Field Masks in Projections

When used in the context of a projection, a response message or
sub-message is filtered by the API to only contain those fields as
specified in the mask. For example, if the mask in the previous
example is applied to a response message as follows:

f {
a : 22
b {
d : 1
x : 2
}
y : 13
}
z: 8

The result will not contain specific values for fields x,y and z
(their value will be set to the default, and omitted in proto text
output):

f {
a : 22
b {
d : 1
}
}

A repeated field is not allowed except at the last position of a
paths string.

If a FieldMask object is not present in a get operation, the
operation applies to all fields (as if a FieldMask of all fields
had been specified).

Note that a field mask does not necessarily apply to the
top-level response message. In case of a REST get operation, the
field mask applies directly to the response, but in case of a REST
list operation, the mask instead applies to each individual message
in the returned resource list. In case of a REST custom method,
other definitions may be used. Where the mask applies will be
clearly documented together with its declaration in the API. In
any case, the effect on the returned resource/resources is required
behavior for APIs.

Field Masks in Update Operations

A field mask in update operations specifies which fields of the
targeted resource are going to be updated. The API is required
to only change the values of the fields as specified in the mask
and leave the others untouched. If a resource is passed in to
describe the updated values, the API ignores the values of all
fields not covered by the mask.

If a repeated field is specified for an update operation, new values will
be appended to the existing repeated field in the target resource. Note that
a repeated field is only allowed in the last position of a paths string.

If a sub-message is specified in the last position of the field mask for an
update operation, then new value will be merged into the existing sub-message
in the target resource.

For example, given the target message:

f {
b {
d: 1
x: 2
}
c: [1]
}

And an update message:

f {
b {
d: 10
}
c: [2]
}

then if the field mask is:

paths: ["f.b", "f.c"]

then the result will be:

f {
b {
d: 10
x: 2
}
c: [1, 2]
}

An implementation may provide options to override this default behavior for
repeated and message fields.

In order to reset a field's value to the default, the field must
be in the mask and set to the default value in the provided resource.
Hence, in order to reset all fields of a resource, provide a default
instance of the resource and set all fields in the mask, or do
not provide a mask as described below.

If a field mask is not present on update, the operation applies to
all fields (as if a field mask of all fields has been specified).
Note that in the presence of schema evolution, this may mean that
fields the client does not know and has therefore not filled into
the request will be reset to their default. If this is unwanted
behavior, a specific service may require a client to always specify
a field mask, producing an error if not.

As with get operations, the location of the resource which
describes the updated values in the request message depends on the
operation kind. In any case, the effect of the field mask is
required to be honored by the API.

Considerations for HTTP REST

The HTTP kind of an update operation which uses a field mask must
be set to PATCH instead of PUT in order to satisfy HTTP semantics
(PUT must only be used for full updates).

JSON Encoding of Field Masks

In JSON, a field mask is encoded as a single string where paths are
separated by a comma. Fields name in each path are converted
to/from lower-camel naming conventions.

As an example, consider the following message declarations:

message Profile {
User user = 1;
Photo photo = 2;
}
message User {
string display_name = 1;
string address = 2;
}

In proto a field mask for Profile may look as such:

mask {
paths: "user.display_name"
paths: "photo"
}

In JSON, the same mask is represented as below:

{
mask: "user.displayName,photo"
}

Field Masks and Oneof Fields

Field masks treat fields in oneofs just as regular fields. Consider the
following message:

message SampleMessage {
oneof test_oneof {
string name = 4;
SubMessage sub_message = 9;
}
}

The field mask can be:

mask {
paths: "name"
}

Or:

mask {
paths: "sub_message"
}

Note that oneof type names ("test_oneof" in this case) cannot be used in
paths.

Field Mask Verification

The implementation of any API method which has a FieldMask type field in the
request should verify the included field paths, and return an
INVALID_ARGUMENT error if any path is unmappable.

channel_types

array[string]

channel_types

optional

the channel types to list conversations for

Allowed values:

CHANNEL_TYPE_EMAILCHANNEL_TYPE_SMSCHANNEL_TYPE_CHATCHANNEL_TYPE_VOICECHANNEL_TYPE_WHATSAPP

statuses

array[string]

statuses

optional

list of conversation status that we want returned, if empty return everything.

Allowed values:

CONVERSATION_STATUS_NEWCONVERSATION_STATUS_AWAITING_REPLY_FROM_CUSTOMERCONVERSATION_STATUS_AWAITING_REPLY_FROM_AGENTCONVERSATION_STATUS_CLOSED_TIMEOUTCONVERSATION_STATUS_CLOSED_AGENTCONVERSATION_STATUS_CLOSED_CUSTOMERCONVERSATION_STATUS_SUSPENDED_AWAITING_REPLY_FROM_CUSTOMERCONVERSATION_STATUS_AWAITING_ASSIGNMENTCONVERSATION_STATUS_NEWLY_ASSIGNEDCONVERSATION_STATUS_WRAP_UP_CUSTOMERCONVERSATION_STATUS_WRAP_UP_TIMEOUTCONVERSATION_STATUS_CLOSED_MANAGERCONVERSATION_STATUS_NEW_PENDING_CUSTOMER_REPLYCONVERSATION_STATUS_FLOWCONVERSATION_STATUS_CLOSED_DUPLICATE_THREAD

by_assigned_user

object

ByAssignedUser

required

message filter to list conversations by assigned user

Example

{
  "by_assigned_user": {
    "user_id": "string",
    "statuses": [
      "CONVERSATION_STATUS_NEW"
    ],
    "page_size": 0,
    "page_token": "string"
  }
}

Request samples

Shell

JavaScript

Java

Swift

PHP

Python

HTTP

Objective-C

Ruby

OCaml

Dart

Responses

🟢200OK

application/json

Success

Body

ListConversationsRes - list of conversations satisfying the request parameters

conversations

array[object (OmniConversation) {23}]

conversations

optional

list of conversations for the dashboard

channel_type

enum<string>

channel_type

optional

the conversation's channel type i.e. chat|email|sms|whatsapp|etc.

Allowed values:

CHANNEL_TYPE_EMAILCHANNEL_TYPE_SMSCHANNEL_TYPE_CHATCHANNEL_TYPE_VOICECHANNEL_TYPE_WHATSAPP

skills

object (OmniConversationSkills)

skills

optional

the agent's skills

date_created

string <date-time>

date_created

optional

when the conversation was created

Examples:

1s1.000340012s

date_modified

string <date-time>

date_modified

optional

time the conversation was last modified

Examples:

1s1.000340012s

status

enum<string>

status

optional

the current status of the conversation i.e. AwaitingAssignment

Allowed values:

customer_email_address

string

customer_email_address

optional

the customer's email address

customer_phone_number

string

customer_phone_number

optional

the customer's phone number

customer_name

string

customer_name

optional

the customer's name

reference_id

string

reference_id

optional

the identifier used to reference this conversation

last_message_time

string <date-time>

last_message_time

optional

time the last message was received

Examples:

1s1.000340012s

conversation_collected_data

object (ConversationCollectedData)

conversation_collected_data

optional

information collected during the conversation

sla_timeouts

object (SLATimeouts)

sla_timeouts

optional

SLA timers

metadata

object (ConversationDetails)

metadata

optional

conversation optional metadata

end_time

string <date-time>

end_time

optional

time the conversation was ended

Examples:

1s1.000340012s

last_message_group_time

string <date-time>

last_message_group_time

optional

the time that the last group of message started. A message group is a
continuous set of messages from the same type of sender

Examples:

1s1.000340012s

last_message_group_type

enum<string>

last_message_group_type

optional

the sender type of the last message group

Allowed values:

OMNI_SENDER_TYPE_AGENTOMNI_SENDER_TYPE_CUSTOMEROMNI_SENDER_TYPE_SYSTEMOMNI_SENDER_TYPE_MANAGEROMNI_SENDER_TYPE_FLOW

result

enum<string>

result

optional

the result type of the conversation

Allowed values:

NONEABANDONED

last_state_changed_time

string <date-time>

last_state_changed_time

optional

time the status was changed

Examples:

1s1.000340012s

task_sid

optional

the id of the task

conversation_assignments

array[object (OmniConversationAssignment) {9}]

conversation_assignments

optional

assignments list

conversation_sid

integer <int64> | string

conversation_sid

optional

primary key or internal identifier for conversation

campaign_sid

integer <int64> | string

campaign_sid

optional

the identifier of the inbound campaign this conversation is a part of

campaign_module_sid

integer <int64> | string

campaign_module_sid

optional

the identifier of the campaign module this conversation is a part of

next_page_token

string

next_page_token

optional

Token to retrieve the next page of tasks, or empty if there are no more pages
Only returned if using the ByTime or ByAssignedUser filters

Example

{
  "conversations": [
    {
      "channel_type": "CHANNEL_TYPE_EMAIL",
      "skills": {
        "skills": {
          "property1": true,
          "property2": true
        }
      },
      "date_created": "1s",
      "date_modified": "1s",
      "status": "CONVERSATION_STATUS_NEW",
      "customer_email_address": "string",
      "customer_phone_number": "string",
      "customer_name": "string",
      "reference_id": "string",
      "last_message_time": "1s",
      "conversation_collected_data": {
        "items": [
          {
            "collection_time": "1s",
            "user_id": "string",
            "data_name": "string",
            "data_value": "string",
            "conversation_collected_data_sid": 0,
            "conversation_sid": 0
          }
        ]
      },
      "sla_timeouts": {
        "t1": 0,
        "t2": 0,
        "t3": 0,
        "t10": 0,
        "t11": 0,
        "t12": 0
      },
      "metadata": {
        "campaign_name": "string",
        "support_email": "string",
        "campaign_shorten_url": true,
        "payment_portal_ids": [
          "string"
        ]
      },
      "end_time": "1s",
      "last_message_group_time": "1s",
      "last_message_group_type": "OMNI_SENDER_TYPE_AGENT",
      "result": "NONE",
      "last_state_changed_time": "1s",
      "task_sid": "string",
      "conversation_assignments": [
        {
          "assignment_type": "PRIMARY_AGENT",
          "date_created": "1s",
          "date_modified": "1s",
          "metadata": {
            "user_name": "string"
          },
          "is_active": true,
          "user_id": "string",
          "conversation_assignment_sid": 0,
          "conversation_sid": 0,
          "asm_session_sid": 0
        }
      ],
      "conversation_sid": 0,
      "campaign_sid": 0,
      "campaign_module_sid": 0
    }
  ],
  "next_page_token": "string"
}

🔴500Server Error

ManagerListConversations

Request

Field Masks in Projections

Field Masks in Update Operations

Considerations for HTTP REST

JSON Encoding of Field Masks

Field Masks and Oneof Fields

Field Mask Verification

Request samples

Responses