Interaction Recording

Overview

The Interaction Recording service provides interaction recordings, which are compiled histories of the transcripts that document interactions between customers and agents using the Engagement Center. Each interaction recording comprises a collection of interaction recording items. Each transcript of an interaction that is documented between a customer and an agent creates an interaction recording item. The resulting interaction recording item contains information such as the customer and the agent involved in the interaction, the date, and the time the interaction took place. Making interaction recordings available to your agents can improve the efficiency of your customer interactions. Every agent can access an overview of interactions that occurred with a particular customer whenever necessary.

Using this service, you can:

  • Create a chat transcript.
  • Retrieve a chat transcript.
  • Delete a chat transcript.


API Reference

/{tenant}/chatTranscripts

Chat Transcripts

/{tenant}/chatTranscripts

post

Create a new chat transcript.

The id of the chat transcript is automatically generated by the system. The returned id is displayed in the response body.

Required scope: hybris.interactionrecording_manage

/{tenant}/chatTranscripts/{id}

get

Retrieve a chat transcript.

The chat transcript to be retrieved is identified by its id.

Required scope: hybris.interactionrecording_view

delete

Delete a chat transcript.

The chat transcript to be deleted is identified by its id.

Required scope: hybris.interactionrecording_delete


Scopes

The table shows the scopes that the Interaction Recording Service SDK supports.

SCOPEDESCRIPTION
hybris.interactionrecording_viewRead-only access to the interaction recording
hybris.interactionrecording_manageCreate and update interaction recording
hybris.interactionrecording_deleteDelete interaction recording item

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


Manage Chat Transcripts

Interaction Recording Service is used for storing the recording like text recording. Chat transcript is the equivalent of text recording that occur between customers and agents, or between customers and customers when they have a chat with each other. A chat transcript is composed of not only a collection of messages the chat participant created or input, but also some other information like the start time and end time of the chat, the list of chat participants’ information.

You can create a chat transcript. The following information can be provided while creating a chat transcript.

  • startAt and endAt : Date and time the chat transcript started and ended.
  • chatterIds : a list of Unique identifier of the chat participants who involved the chat.
  • chatterDetails : a list of Unique identifier and default alias of the chat participants who involved the chat.
  • createdBy : Unique identifier of the man who save the chat transcript, it has different meaning with createdBy in transcript below.
  • transcript : a list of message created by chat participants, it contains three attributes:
    • createdBy : Unique identifier of chat participant who create the message.
    • createdAt : Date and time the message entry created.
    • chatContent : Content of the message.
The POST request body includes two createdBy attributes, which have different meanings. The top one that identifies the person who save this chat transcript. And another creatBy attribute is a child of the transcript object, that specifies the user ID of the person who created or started the chat.

When a chat transcript is created, the service will generate a unique identifier id for this chat transcript. The id is specified for retrieving the chat transcript from this service afterwards. For more information, see the Create a Chat Transcript.

After you created chat transcript in this service, you can retrieve the chat transcript by using the unique ID. For more information, see the Retrieve a Chat Transcript.


Create a Chat Transcript

The following example shows how to create a chat transcript.

Request

To create a chat transcript, you need:

  • Method:POST
  • Request URL:https://api.beta.yaas.io/hybris/interactionrecording/v1/{tenant}/chatTranscripts
  • Headers
    • Authorization: This includes a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionrecording_manage.
  • URI Parameters
    • {tenant}: Name of the current tenant.
  • Body:
    {
      "startAt": "2016-06-19T12:29:08.000+0000",
      "endAt": "2016-06-19T12:30:08.000+0000",
      "chatterIds": ["C4327014826","mandy@hybristest.com"],
      "chatterDetails" : [
          {
              "id" : "C4327014826",
              "defaultAlias" : "mary"
          }, {
              "id" : "mandy@hybristest.com",
              "defaultAlias" : "mandy"
          }
      ],
      "createdBy": "mandy@hybristest.com",
      "transcript": [
          {
              "createdBy": "C4327014826",
              "createdAt": "2016-06-19T12:28:07.000+0000",
              "chatContent": "Hi"
          },
          {
              "createdBy": "mandy@hybristest.com",
              "createdAt": "2016-06-19T12:29:07.000+0000",
              "chatContent": "What can i do for you?"
          }
      ]
    }
    

Response

The successful response returns 201 status code. An example JSON content looks similar to the following:

{
    "id": "55473b487deefe21340ae74f",
    "link":"https://api.beta.yaas.io/hybris/interactionrecording/v1/testtenant/chatTranscripts/5809e1df348496001dfc16e5"
}


Retrieve a Chat Transcript

Merchants can retrieve the details of a chat transcript in a particular tenant. The request body does not need to contain any information. All the necessary data is sent together with the query parameter and message headers.

The following example shows how to retrieve a chat transcript by id.

Request

You can retrieve the chat transcript by performing a request with:

  • Method: GET
  • Request URL: https://api.beta.yaas.io/hybris/interactionrecording/v1/{tenant}/chatTranscripts/{id}
  • Headers
    • Authorization: This includes a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionrecording_view.
  • URI Parameters
    • {tenant}: Name of the current tenant.
    • {id}: Unique identifier of the chat transcript.

Response

The successful response returns a 200 status code. An example JSON content looks similar to the following:

{
      "chatterIds": 
          [
            "C4327014826",
            "mandy@hybristest.com"
          ],
      "chatterDetails" : [
            {
            "id" : "C4327014826",
            "defaultAlias" : "mary"
            }, {
            "id" : "mandy@hybristest.com",
            "defaultAlias" : "mandy"
            }
       ],
      "createdBy": "mandy@hybristest.com",
      "endAt": "2016-06-19T12:30:08.000+0000",
      "id": "5809e5dbeedcb2001d82333e",
      "metadata": 
          {
            "createdAt": "2016-10-21T09:54:35.023+0000",
            "modifiedAt": "2016-10-21T09:54:35.023+0000",
            "version": 1
          },
      "startAt": "2016-06-19T12:29:08.000+0000",
      "transcript": [
            {
              "chatContent": "Hi",
              "createdAt": "2016-06-19T12:28:07.000+0000",
              "createdBy": "C4327014826"
            },
            {
              "chatContent": "What can i do for you?",
              "createdAt": "2016-06-19T12:29:07.000+0000",
              "createdBy": "mandy@hybristest.com"
            }
      ]
}


Delete a Chat Transcript

The Interaction Recording service allows you delete a chat transcript by its id.

Request

To delete a chat transcript, you need:

  • Method: DELETE
  • Request URL: https://api.beta.yaas.io/hybris/interactionrecording/v1/{tenant}/chatTranscripts/{id}
  • Headers
    • Authorization: This includes a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionrecording_delete.
  • URI Parameters
    • {tenant}: Name of the current tenant.
    • {id}: The unique identifier of the chat transcript.

Response

After a successful deletion request, you receive a response with the status code 204 and a success message.


Error Types

For information about error codes, see the API Reference.


Glossary

TermDescription
Engagement Center agentA person who handles inbound or outbound customer interactions in the Engagement Center.


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