v52

latestOpenAPI 3.0.1raw.githubusercontent.com2026-08-01353775.9 KB

Conversation

Get conversation details

Retrieve detailed information about a conversation, including transcript, call recording, summary, and custom attributes

get/v1/conversation/{conversationId}

Response

Conversation details retrieved successfully

conversationIdobject required

The ID of the conversation

type'Live' | 'Test' required

Whether the conversation is a real live conversation or a test conversation

createdAtstring date-time required

When the conversation was created (ISO 8601 format)

updatedAtstring date-time required

When the conversation was last updated (ISO 8601 format)

transcriptstring required

The transcript of the conversation

customAttributesobject required

The custom attributes of the conversation

callRecordingLinkstring

The link to the call recording if this is a voice ticket and the recording has been processed. The returned URL is a signed URL that will expire in 1 hour

callDurationnumber

The duration of the call in milliseconds

summarystring

The summary of the conversation

customerobject

Customer information including email, name, and phone number

tagsstring[]

Tags applied to the conversation

csatScorenumber

Customer satisfaction score (1-5 rating from customer feedback)

csatCollectedAtobject

When the CSAT score was collected (ISO 8601 format)

remoteTicketIdobject nullable

ID of the ticket in the external ticketing system (e.g. Zendesk ticket ID). Null for first-party channels.

Example response

{
  "type": "Live",
  "createdAt": "2024-01-15T10:00:00Z",
  "updatedAt": "2024-01-15T10:05:00Z",
  "transcript": "Customer at Mon, 01 Jan 2024 10:00:00 GMT:\nHello, I need help\n\nAgent at Mon, 01 Jan 2024 10:01:00 GMT:\nHow can I assist you?",
  "customAttributes": {
    "attribute1": true,
    "attribute2": "AGENT"
  },
  "callRecordingLink": "https://example.com/call-recording.mp4",
  "callDuration": 120000,
  "summary": "This is a summary of the conversation. This field is asynchronously generated after the conversation ends.",
  "customer": {
    "email": "john.doe@example.com",
    "name": "John Doe",
    "phoneNumber": "+61400000000"
  },
  "tags": [
    "refund",
    "escalated"
  ],
  "csatScore": 4
}