Overview

You can document each interaction that takes place between a customer and an agent in the Engagement Center by creating an interaction log item. An interaction log item contains information such as:

  • the customer and the agent that interacted with each other
  • the date and time the interaction took place
  • notes the agent took about the interaction
  • links to related objects such as service tickets and sales orders

The interaction log is a collected history of these interaction items.

By keeping this history and making it available to your agents, you can improve the efficiency of your customer interactions because every agent will have an overview of the interactions that previously occurred with a particular customer.


API Reference

/{tenant}/interactionLog

Interaction log

/{tenant}/interactionLog

get

Retrieve the interaction log.

If no query is specified, the complete interaction log consisting of all interaction log items is returned. To filter the interaction log items, use the query parameter q. The interaction log service uses the same query syntax as the Document service.

You can sort the interaction log using the query parameter sort.

Only persisted fields can be used for querying and sorting. The following fields are transient and cannot be used for formulating queries or sorting the interaction log:

  1. Interaction reason description (interactionReasons.description)
  2. Communication direction description (communicationDirectionDescription)
  3. Communication origin description (communicationOriginDescription)
  4. Communication medium description (communicationMediumDescription)

If you would like to query or sort by those attributes, use the following persisted attributes instead:

  1. Interaction reason (interactionReasons.interactionReason)
  2. Communication direction (communicationDirection)
  3. Communication origin (communicationOrigin)
  4. Communication medium (communicationMedium)

The GET method is paged. Use the query parameters pageNumber to control which page is retrieved. Use the query parameter pageSize to control the number of interaction log items per page. The maximum pageSize supported is 64.

Required scope: hybris.interactionlog_view

post

Create a new interaction log item.

The id of the interaction log item is automatically generated by the system. It is returned in the field id in the response body. It is also part of the response header Location.

Required scope: hybris.interactionlog_manage

/{tenant}/interactionLog/{item}

Interaction log item

get

Retrieve an interaction log item.

The interaction log item to be retrieved is identified by its id.

Required scope: hybris.interactionlog_view

put

Update an existing interaction log item.

The interaction log item to be updated is identified by its id.

Note that creating an interaction log item with a caller-specified id is not allowed. Use the POST method at the endpoint /{tenant}/interactionLog to create interaction log items and have their ids generated by the system.

Required scope: hybris.interactionlog_manage

delete

Delete an interaction log item.

The interaction log item to be deleted is identified by its id.

Required scope: hybris.interactionlog_delete

/{tenant}/communicationDirections

Communication directions

/{tenant}/communicationDirections

get

Retrieve the allowed values for the communication direction.

Required scope: hybris.interactionlog_configuration_view

/{tenant}/communicationMediums

Communication mediums

/{tenant}/communicationMediums

get

Retrieve the allowed values for the communication mediums.

Required scope: hybris.interactionlog_configuration_view

/{tenant}/communicationOrigins

Communication origins

/{tenant}/communicationOrigins

get

Retrieve the allowed values for the communication origins.

Required scope: hybris.interactionlog_configuration_view

/{tenant}/interactionReasons

Interaction reason configuration

/{tenant}/interactionReasons

get

Retrieve the configured interaction reasons.

Required scope: hybris.interactionlog_configuration_view

put

Update the interaction reason configuration.

Note that the interaction reason configuration you provide in the request body will overwrite the complete existing interaction reason configuration. If you would like to update only a subset of the configured interaction reasons, use the GET method at the endpoint /{tenant}/interactionReasons to retrieve the current configuration, make the desired adjustments to the result set, and then use the PUT method at the endpoint /{tenant}/interactionReasons to update the configuration.

Required scope: hybris.interactionlog_configuration_manage

delete

Delete the interaction reason configuration.

Note that the complete interaction reason configuration will be deleted. If you would like to delete only a subset of the configured interaction reasons, use the GET method at the endpoint /{tenant}/interactionReasons to retrieve the current configuration, remove the interaction reasons you wish to delete from the result set, and then use the PUT method at the endpoint /{tenant}/interactionReasons to update the configuration.

Required scope: hybris.interactionlog_configuration_delete


Scopes

The table shows the scopes that the Interaction Log service supports.

SCOPEDESCRIPTION
hybris.interactionlog_viewRead-only access to the interaction log
hybris.interactionlog_manageCreate and update interaction log items
hybris.interactionlog_deleteDelete interaction log items
hybris.interactionlog_configuration_viewRead-only access to interaction log configuration
hybris.interactionlog_configuration_manageCreate and update interaction log configuration
hybris.interactionlog_configuration_deleteDelete interaction log configuration

For more information about scopes, authorization, and authentication procedures for YaaS services, see Scopes and Authorization.


Manage Interaction Log

In the Interaction Log service, an interaction log is a collection of interaction log items. Use the service to create an interaction log item that documents each interaction with a customer. Each interaction log item contains information such as the customer and the agent who interacted with each other, the date and time the interaction took place, notes the agent took about the interaction, and links to other related objects, such as service tickets and sales orders.


Create Interaction Log Item

In the Interaction Log service, an interaction reason is an optional attribute when you create an interaction log item. To create an interaction log item with an interaction reason, include the interaction reason value in the interaction reason list you create. The interaction log item is available in the interaction log collection after you create the log item. In addition, the enumerated types communication direction, communication medium, and communication origin are optional. These three types have default values. To create an interaction log item with communication direction, communication medium, and communication origin, the values for these three fields must be within the default value lists.


Update Interaction Log Item

Update an interaction log item by identifying its ID.


Retrieve Interaction Log Items

Retrieve interaction log items by query parameters such as customerId. The Interaction Log service uses the same query syntax as the Document service. If you do not specify the query, the service returns the complete interaction log, consisting of all interaction log items.


Communication Direction

The Interaction Log service uses communication direction to distinguish the originator of a communication.

Default communication directions

You can pass only one of the default values:

  • INBOUND: An inbound call center deals primarily with incoming calls. In such cases, it’s the customers, or potential customers, who call into the call center.

  • OUTBOUND: Agents in an outbound call center call out to customers or potential customers.


Communication Medium

In the Interaction Log service, the communication medium is the channel by which the participants in an interaction communicate. Use the communication medium to deliver information.

Default communication mediums

You can pass only one of these default values:

  • TEXT_CHAT: Plain text messages
  • WEBRTC_VIDEO: Live video chat
  • SAP_COMMUNITY: Messages from the SAP Jam Communities
  • PHONE: PSTN voice call


Communication Origin

Use the communication origin to indicate where messages come from.

Default communication origins

You can pass only one of these default values:

  • CECENTER: Messages from the Engagement Center
  • STOREFRONT: Messages from the storefront


Interaction Reason

The interaction reason explains why you save the interaction log. You can customize and store the interaction reason for the interaction log items using the Configuration service.

Custom interaction reasons

Customizing the interaction reason configuration completely overwrites the existing one. To update only a subset of the configured interaction reasons, call the GET method to retrieve the current configuration, make the desired adjustments to the result set, and call the PUT method to update the configuration.


Error Messages

The service returns the error code 400 and a corresponding message in these scenarios:

  • The request body is missing any of these mandatory attributes: the relatedObjects objectType, the relatedObjects objectId, and the interaction log item ID.
  • The values for the communication direction, communication medium, and communication origin are not within their default value lists.
  • The interaction reason is not contained in the interaction reason list.


Create an Interaction Log Item

Create a new interaction log item. The system automatically generates the ID of the interaction log item and returns it in the field id in the response body. The ID is also part of the response header Location.

Request

  • Method: POST
  • Request URL: https://api.beta.yaas.io/hybris/interactionlog/v1/{tenant}/interactionLog
  • Headers
    • Authorization: This requires a valid OAuth2 access Partial socialmediapost_token doesn't exist. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionlog_manage.
  • Body:

      {
          "customerId": "C0750876755",
          "agentId": "mandy@hybristest.com",
          "agentTitle": "Ms.",
          "agentFirstName": "Mandy",
          "agentLastName": "Smith",
          "interactionStartedAt": "2016-07-19T14:10:00.000+0000",
          "interactionEndedAt": "2016-07-19T14:15:00.000+0000",
          "communicationStartedAt": "2016-07-19T14:10:20.000+0000",
          "communicationEndedAt": "2016-07-19T14:14:20.000+0000",
          "interactionReasons": [
              {
                  "interactionReason": "PRODUCT_INQUIRY"
              }
          ],
          "interactionDescription": "Customer called to ask about the configuration of a bike in the web shop.  Assisted the customer with the configuration.",
          "communicationDirection": "INBOUND",
          "communicationOrigin": "STOREFRONT",
          "communicationMedium": "WEBRTC_VIDEO",
          "communicationSystemInteractionId": "12345000001"
      }
    
    

Response

A successful response returns a 201 status code. The JSON response content looks similar to the example shown.

Example

{
    "id": "5551c0ffa86e7c1f624d0001",
    "link": "https://api.beta.yaas.io/hybris/interactionlog/v1/myexampleshop/interactionLog/5551c0ffa86e7c1f624d0001"
}


Retrieve an Interaction Log Item by ID

Retrieve an interaction log item by item ID. If you do not specify the query, the service returns a complete interaction log consisting of all interaction log items.

Request

  • Method: GET
  • Request URL: https://api.beta.yaas.io/hybris/interactionlog/v1/{tenant}/interactionLog/{item}
  • Headers
    • Authorization: This requires a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionlog_view.

Response

A successful response returns a 200 status code. The JSON response content looks similar to the example shown.

Example

{
  "id": "5551c0ffa86e7c1f624d0001",
  "customerId": "C0750876755",
  "agentId": "mandy@hybristest.com",
  "agentTitle": "Ms.",
  "agentFirstName": "Mandy",
  "agentLastName": "Smith",
  "interactionStartedAt": "2016-07-19T14:10:00.000+0000",
  "interactionEndedAt": "2016-07-19T14:15:00.000+0000",
  "communicationStartedAt": "2016-07-19T14:10:20.000+0000",
  "communicationEndedAt": "2016-07-19T14:14:20.000+0000",
  "interactionReasons": [
    {
      "interactionReason": "PRODUCT_INQUIRY",
      "description": "Product-Related Inquiry"
    }
  ],
  "interactionDescription": "Customer called to ask about the configuration of a bike in the web shop.  Assisted the customer with the configuration.",
  "communicationDirection": "INBOUND",
  "communicationDirectionDescription": "Inbound",
  "communicationOrigin": "STOREFRONT",
  "communicationOriginDescription": "Storefront",
  "communicationMedium": "WEBRTC_VIDEO",
  "communicationMediumDescription": "WebRTC Video Call",
  "communicationSystemInteractionId": "12345000001",
  "metadata": {
    "createdAt": "2016-07-19T14:10:00.000+0000",
    "modifiedAt": "2016-07-19T14:15:00.000+0000",
    "version": 1
  }
}


Search for Interaction Log Items

This tutorial describes how to retrieve an interaction log. If you do not specify a query, the service returns the complete interaction log consisting of all interaction log items. To filter the interaction log items, use the query parameter q. The Interaction Log service uses the same query syntax as the Document service.

Request

  • Method: GET
  • Request URL: https://api.beta.yaas.io/hybris/interactionlog/v1/{tenant}/interactionLog
  • Headers

    • Authorization: This requires a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionlog_view.
  • URI Parameter

    • {tenant}: The name of the current tenant
  • Query Parameter
    • q: You can use the query to make search results more specific using these query methods:
      • If a string value does not have any special characters or spaces, you can omit the quotation marks. For example: ?q=customerId: “C0750876755”.
      • To search for more than one value at a time, put the string values in parentheses () and separate them with commas. For example: ?q=customerId: (“C0750876755”, “C0750876756”).

A successful response returns a 200 status code. The JSON response content looks similar to the example shown.

Example

[
  {
    "id": "5551c0ffa86e7c1f624d0001",
    "customerId": "C0750876755",
    "agentId": "mandy@hybristest.com",
    "agentTitle": "Ms.",
    "agentFirstName": "Mandy",
    "agentLastName": "Smith",
    "interactionStartedAt": "2016-07-19T14:10:00.000+0000",
    "interactionEndedAt": "2016-07-19T14:15:00.000+0000",
    "communicationStartedAt": "2016-07-19T14:10:20.000+0000",
    "communicationEndedAt": "2016-07-19T14:14:20.000+0000",
    "interactionReasons": [
      {
        "interactionReason": "PRODUCT_INQUIRY",
        "description": "Product-Related Inquiry"
      }
    ],
    "interactionDescription": "Customer called to ask about the configuration of a bike in the web shop.  Assisted the customer with the configuration.",
    "communicationDirection": "INBOUND",
    "communicationDirectionDescription": "Inbound",
    "communicationOrigin": "STOREFRONT",
    "communicationOriginDescription": "Storefront",
    "communicationMedium": "WEBRTC_VIDEO",
    "communicationMediumDescription": "WebRTC Video Call",
    "communicationSystemInteractionId": "12345000001",
    "metadata": {
      "version": 1,
      "createdAt": "2016-07-19T14:10:00.000+0000",
      "modifiedAt": "2016-07-19T14:15:00.000+0000"
    }
  },
  {
    "id": "5551c0ffa86e7c1f624d0002",
    "customerId": "C0750876755",
    "agentId": "mandy@hybristest.com",
    "agentTitle": "Ms.",
    "agentFirstName": "Mandy",
    "agentLastName": "Smith",
    "interactionStartedAt": "2016-07-19T14:30:00.000+0000",
    "interactionEndedAt": "2016-07-19T14:35:00.000+0000",
    "communicationStartedAt": "2016-07-19T14:31:20.000+0000",
    "communicationEndedAt": "2016-07-19T14:34:30.000+0000",
    "interactionReasons": [
      {
        "interactionReason": "PRODUCT_INQUIRY",
        "description": "Product-Related Inquiry"
      },
      {
        "interactionReason": "SERVICE_INQUIRY",
        "description": "Service-Related Inquiry"
      }
    ],
    "interactionDescription": "Customer called again to ask about shipping details for the bike.  Explained that we ship using UPS.",
    "communicationDirection": "INBOUND",
    "communicationDirectionDescription": "Inbound",
    "communicationOrigin": "STOREFRONT",
    "communicationOriginDescription": "Storefront",
    "communicationMedium": "WEBRTC_VIDEO",
    "communicationMediumDescription": "WebRTC Video Call",
    "communicationSystemInteractionId": "12345000002",
    "metadata": {
      "version": 1,
      "createdAt": "2016-07-19T14:30:00.000+0000",
      "modifiedAt": "2016-07-19T14:35:00.000+0000"
    }
  },
  {
    "id": "5551c0ffa86e7c1f624d0003",
    "customerId": "C0750876755",
    "agentId": "john@hybristest.com",
    "agentTitle": "Mr.",
    "agentFirstName": "John",
    "agentLastName": "Doe",
    "interactionStartedAt": "2016-07-19T14:40:00.000+0000",
    "interactionEndedAt": "2016-07-19T14:45:00.000+0000",
    "communicationStartedAt": "2016-07-19T14:41:20.000+0000",
    "communicationEndedAt": "2016-07-19T14:44:30.000+0000",
    "interactionReasons": [
      {
        "interactionReason": "SERVICE_INQUIRY",
        "description": "Service-Related Inquiry"
      }
    ],
    "interactionDescription": "Customer asked for a repair of her bike; created a service ticket",
    "communicationDirection": "INBOUND",
    "communicationDirectionDescription": "Inbound",
    "communicationOrigin": "STOREFRONT",
    "communicationOriginDescription": "Storefront",
    "communicationMedium": "TEXT_CHAT",
    "communicationMediumDescription": "Text Chat",
    "communicationExcerpt": "Hello, I received my new bike but it appears the light is broken.  Could you send someone to fix it...",
    "communicationSystemInteractionId": "12345000003",
    "relatedObjects": [
      {
        "objectType": "SalesOrder",
        "objectId": "5551c0ffa86e7c1f624d03fb",
        "objectName": "Sales order 0815"
      },
      {
        "objectType": "SalesOrder",
        "objectId": "5551c0ffa86e7c1f624d03fc",
        "objectName": "Sales order 0816"
      }
    ],
    "metadata": {
      "version": 1,
      "createdAt": "2016-07-19T14:40:00.000+0000",
      "modifiedAt": "2016-07-19T14:45:00.000+0000"
    }
  }
]


Update an Interaction Log Item

This tutorial describes how to update an interaction log item by log ID.

Request

  • Method: PUT
  • Request URL: https://api.beta.yaas.io/hybris/interactionlog/v1/{tenant}/interactionLog/{item}
  • Headers
    • Authorization: This requires a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionlog_manage.
  • Body:
    {
    "id": "5551c0ffa86e7c1f624d0001",
    "customerId": "C0750876755",
    "agentId": "mandy@hybristest.com",
    "agentTitle": "Ms.",
    "agentFirstName": "Mandy",
    "agentLastName": "Smith",
    "interactionStartedAt": "2016-07-19T14:10:00.000+0000",
    "interactionEndedAt": "2016-07-19T14:15:00.000+0000",
    "communicationStartedAt": "2016-07-19T14:10:20.000+0000",
    "communicationEndedAt": "2016-07-19T14:14:20.000+0000",
    "interactionReasons": [
      {
        "interactionReason": "PRODUCT_INQUIRY"
      }
    ],
    "interactionDescription": "Customer called to ask about the configuration of a bike in the web shop.  Assisted the customer with the configuration.",
    "communicationDirection": "INBOUND",
    "communicationOrigin": "STOREFRONT",
    "communicationMedium": "WEBRTC_VIDEO",
    "communicationSystemInteractionId": "12345000001",
    "metadata": {
      "version": 1
    }
    }
    

Response

A successful response returns a 204 status code.


Delete an Interaction Log Item

This tutorial describes how to delete an interaction log item by ID.

Request

  • Method: DELETE
  • Request URL: https://api.beta.yaas.io/hybris/interactionlog/v1/{tenant}/interactionLog/{item}
  • Headers
    • Authorization: This requires a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionlog_delete.

Response

A successful response returns a 204 status code.


Retrieve Default Communication Directions

This tutorial describes how to retrieve the allowable values for the communication directions.

Request

  • Method: GET
  • Request URL: https://api.beta.yaas.io/hybris/interactionlog/v1/{tenant}/communicationDirections
  • Headers
    • Authorization: This requires a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionlog_configuration_view.

Response

A successful response returns a 200 status code. The JSON response content looks similar to the example shown.

Example

[
    {
        "communicationDirection": "INBOUND",
        "description": 
        {
            "de": "Eingehend",
            "en": "Inbound"
        } 
    },
    {
        "communicationDirection": "OUTBOUND",
        "description": 
        {
            "de": "Ausgehend",
            "en": "Outbound"
        }
    }
]


Retrieve Default Communication Mediums

This tutorial describes how to retrieve the allowable values for the communication mediums.

Request

  • Method: GET
  • Request URL: https://api.beta.yaas.io/hybris/interactionlog/v1/{tenant}/communicationMediums
  • Headers
    • Authorization: This requires a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionlog_configuration_view.

Response

A successful response returns a 200 status code. The JSON response content looks similar to the example shown.

Example

[
    {
        "communicationMedium": "TEXT_CHAT",
        "description":
        {
            "de": "Text-Chat",
            "en": "Text Chat"
        }
    },
    {
        "communicationMedium": "WEBRTC_VIDEO",
        "description":
        {
            "de": "WebRTC-Videogespräch",
            "en": "WebRTC Video Call"
        }
    },
    {
        "communicationMedium": "SAP_COMMUNITY",
        "description":
        {
            "de": "SAP Jam Communities",
            "en": "SAP Jam Communities"
        }
    },
    {
        "communicationMedium": "PHONE",
        "description":
        {
            "de": "Phone Call",
            "en": "Phone Call"
        }
    }
]


Retrieve Default Communication Origins

This tutorial describes how to retrieve the allowable values for the communication origins.

Request

  • Method: GET
  • Request URL: https://api.beta.yaas.io/hybris/interactionlog/v1/{tenant}/communicationOrigins
  • Headers
    • Authorization: This requires a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionlog_configuration_view.

Response

A successful response returns a 200 status code. The JSON response content looks similar to the example shown.

Example

[
    {
        "communicationOrigin": "CECENTER",
        "description":
        {
            "de": "Customer Engagement Center",
            "en": "Customer Engagement Center"
        }
    },
    {
        "communicationOrigin": "STOREFRONT",
        "description":
        {
            "de": "Storefront",
            "en": "Storefront"
        }
    }
]


Update Custom Interaction Reasons

This tutorial describes how to add, update, and delete interaction reasons using PUT requests. Because the interaction reason configuration in the request body completely overwrites the existing interaction reason configuration, you can create an entirely new list of reasons.

Request

  • Method: PUT
  • Request URL: https://api.beta.yaas.io/hybris/interactionlog/v1/{tenant}/interactionReasons
  • Headers

    • Authorization: This requires a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionlog_configuration_manage.
  • Body: The examples in this tutorial show how to format the response body for different PUT requests to add, delete, and update interaction reasons.

Add an interaction reason

Add one interaction reason with the name PRODUCT_INQUIRY.

Request

        [
            {
                "active": true,
                "interactionReason": "PRODUCT_INQUIRY",
                "description":
                {
                    "en": "Product-Related Inquiry",
                    "de": "Produktbezogene Anfrage"
                }
            }
        ]

Response

A successful response returns a 204 status code. The JSON response content looks similar to the example shown:

        [
            {
                "active": true,
                "interactionReason": "PRODUCT_INQUIRY",
                "description":
                {
                    "en": "Product-Related Inquiry",
                    "de": "Produktbezogene Anfrage"
                }
            }
        ]

Add a second interaction reason

Add a new interaction reason with the name SERVICE_INQUIRY. After you complete this request, your service will have interaction reasons: PRODUCT_INQUIRY and SERVICE_INQUIRY.

Request

    [
        {
            "active": true,
            "interactionReason": "PRODUCT_INQUIRY",
            "description":
            {
                "en": "Product-Related Inquiry",
                "de": "Produktbezogene Anfrage"
            }
        },
        {
            "active": true,
            "interactionReason": "SERVICE_INQUIRY",
            "description":
            {
                "en": "Service-Related Inquiry",
                "de": "Service-bezogene Anfrage"
            }
        }
    ]

Response

A successful response returns a 204 status code. The JSON response content looks similar to the example shown:

        [
            {
                "active": true,
                "interactionReason": "PRODUCT_INQUIRY",
                "description":
                {
                    "en": "Product-Related Inquiry",
                    "de": "Produktbezogene Anfrage"
                }
            },
            {
                "active": true,
                "interactionReason": "SERVICE_INQUIRY",
                "description":
                {
                    "en": "Service-Related Inquiry",
                    "de": "Service-bezogene Anfrage"
                }
            }
        ]

Update an interaction reason

Update the interaction reason name from SERVICE_INQUIRY to GENERAL_INQUIRY. After you complete this request, your service will have the interaction reasons PRODUCT_INQUIRY and GENERAL_INQUIRY.

Request

        [
            {
                "active": true,
                "interactionReason": "PRODUCT_INQUIRY",
                "description":
                {
                    "en": "Product-Related Inquiry",
                    "de": "Produktbezogene Anfrage"
                }
            },
            {
                "active": true,
                "interactionReason": "GENERAL_INQUIRY",
                "description":
                {
                     "it": "Allgemeine Anfrage"
                }
            }
        ]

Response

A successful response returns a 204 status code. An example JSON content looks similar to the example shown:

        [
            {
                "active": true,
                "interactionReason": "PRODUCT_INQUIRY",
                "description":
                {
                    "en": "Product-Related Inquiry",
                    "de": "Produktbezogene Anfrage"
                }
            },
            {
                "active": true,
                "interactionReason": "GENERAL_INQUIRY",
                "description":
                {
                     "it": "Allgemeine Anfrage"
                }
            }
        ]

Delete an interaction reason and add a new one

Delete the interaction reason PRODUCT_INQUIRY, and add a new interaction reason with the name COMPLAINT. After you complete this request, your service will have the interaction reasons GENERAL_INQUIRY and COMPLAINT.

Request

        [
            {
                "active": true,
                "interactionReason": "GENERAL_INQUIRY",
                "description":
                {
                    "it": "Allgemeine Anfrage"
                }
            },
            {
                "active": false,
                "interactionReason": "COMPLAINT",
                "description":
                {
                    "en": "Complaint",
                    "de": "Reklamation"
                }
            }
        ]

Response

A successful response returns a 204 status code. The JSON response content looks similar to the example shown:

        [
            {
                "active": true,
                "interactionReason": "GENERAL_INQUIRY",
                "description":
                {
                    "it": "Allgemeine Anfrage"
                }
            },
            {
                "active": false,
                "interactionReason": "COMPLAINT",
                "description":
                {
                    "en": "Complaint",
                    "de": "Reklamation"
                }
            } 
        ]


Retrieve all Interaction Reasons

This tutorial shows how to retrieve the configured interaction reasons using the GET method.

Request

  • Method: GET
  • Request URL: https://api.beta.yaas.io/hybris/interactionlog/v1/{tenant}/interactionReasons
  • Headers
    • Authorization: This requires a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionlog_configuration_view.

Response

A successful response returns a 200 status code. The JSON response content looks similar to the example shown.

Example

[
    {
        "active": true,
        "interactionReason": "PRODUCT_INQUIRY",
        "description":
        {
            "en": "Product-Related Inquiry",
            "de": "Produktbezogene Anfrage"
        }
    },
    {
        "active": true,
        "interactionReason": "SERVICE_INQUIRY",
        "description":
        {
            "en": "Service-Related Inquiry",
            "de": "Service-bezogene Anfrage"
        }
    },
    {
        "active": true,
        "interactionReason": "GENERAL_INQUIRY",
        "description":
        {
            "it": "Allgemeine Anfrage"
        }
    },
    {
        "active": true,
        "interactionReason": "QUALITY_ISSUE",
        "description":
        {
            "en": "Quality Issue",
            "de": "Qualitätsproblem"
        }
    },
    {
        "active": false,
        "interactionReason": "COMPLAINT",
        "description":
        {
            "en": "Complaint",
            "de": "Reklamation"
        }
    },
    {
        "active": true,
        "interactionReason": "PRAISE",
        "description":
        {
            "de": "test",
            "pl": "Lob"
        }
    }
]


Clean Up all Interaction Reasons

This tutorial shows how to delete the interaction reason configuration using the DELETE method. The service completely deletes the interaction reason.

Request

  • Method: DELETE
  • Request URL: https://api.beta.yaas.io/hybris/interactionlog/v1/{tenant}/interactionReasons
  • Headers
    • Authorization: This requires a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionlog_configuration_delete.

Response

A successful response returns a 204 status code.


Error Types

For more information about error codes, see the API Reference.


Glossary

TermDescription
communication channelA channel that customers and agents can use to communicate with one another.
customer interactionThe complete exchange of information between the customer and agent from the beginning to the end of the contact. This includes all activities, such as communicating with the business partner, creating business transactions, and any follow-up activities.
interaction historyThe collection of interactions with a specific customer. For example, the interaction history contains the interaction logs. Agents can navigate from the interaction logs to the relevant business transactions.
interaction logThe record of a customer interaction containing information, such as notes, tags, and business transactions.


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