Help Center

Explore our knowledge base
article

"Conversation" resource update affecting the iAdvize Rest API

 
1/ Context
 
We are currently developing a new way to store conversations when they are handled by one or more agents:
  • when a conversation is manually transferred between human agents
  • when a conversation is escalated from a bot to a human agent

Currently, when several agents handle a conversation with the same visitor, a new contact is generated each time there is a transfer between agents. 

i.e. A conversation is first handled by a bot and then transferred to a human agent. This agent then transfers the conversation to another agent. 
For the same conversation, we have 3 separate contacts.
Each contact is then stored independently in our database with its own ID.


Future modifications aim at grouping together all the contacts handled by different agents when it represents one conversation with the same visitor.

i.e. A conversation is first handled by a bot and then transferred to a human agent. This agent then transfers the conversation to another agent. 
The 3 contacts will be gathered in the same conversation and stored under the same ID in our database. 

 

2/ Impacts on the iAdvize REST API

The statistical reports displayed on the iAdvize administration will be modified (for more information, please consult this article) as well as our REST API's "Conversation" resource to support these changes.

To find out more about this resource, please read our documentation by clicking on the following link: https://developers.iadvize.com/documentation#conversation

 

There is currently a system message indicating a transfer between agents in the "history" field of the "Conversation" resource. The contact received by the agent is then stored in a new conversation.

The system message indicating the transfer is the following: "OPERATOR_TRANSFER"


 

nce our resource updated, a second system message will be displayed allowing you to see the identifiers of the different agents handling a transferred conversation with the same visitor. In that case, transfers between agents will no longer create different contacts as the different contacts will be gathered within one single conversation. 
Please note that the conversation gathering the different contacts will be assigned to the agent who last handled the conversation and ended it.

  • The system message indicating the transfer is the following: "OPERATOR_TRANSFER"
  • The system message indicating the details of the transfer is the following: "OPERATOR_TRANSFER_METADATA".
 
 
3/ What does this concretly change for me? 
 
Following this update, you will most definitely note a decrease in the number of conversations retrieved via our REST API.
 
i.e. Before the update, if on a day, your agents transfer 15 contacts out of 100 conversations, our REST API will give you 115 conversations.
After the update, you will only receive 100 conversations from our REST API. 
 
4/When will this change be operational?
 
We plan on deploying this update in the first half of February.
 
 
 
 

Comments