Interactions API

Overview

Interactions are instances of bot conversations with a customer. Clients can add an interaction for a customer, and the SDK will automatically detect this and interact with the customer accordingly.

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Properties

Interactions have many properties associated with them, some of which are self explanatory but some that aren’t.

status

• Type: String
• Description: The current status of the interaction. Can be ‘Draft’, ‘Pending’, ‘InProgress’, ‘Completed’ or ‘Expired’. Defaults to Draft if one isn’t provided on creation.

priority

• Type: String
• Description: The level of priority for this interaction, can be ‘Low’, ‘Medium’, or ‘High’. Defaults to Medium if one isn’t provided on creation.

link

• Type: String
• Description: A direct link to the bot and the interaction. Can be used as a way of sending the customer directly to a conversation rather than in a popup. Could be used in an email for example.

expiresAt

• Type: String
• Description: The timestamp at which this interaction will expire, or null if it does not expire.

createdAt

• Type: String
• Description: The timestamp indicating when the interaction was created.

customerId

• Type: String
• Description: The internal ID used for the customer in your system.

type

• Type: String
• Description: Type or category of the bot, e.g., ‘RG’.

data

• Type: String
• Description: This is a JSON string of the interactions history. Contains the evaluation data and the transcript that gets sent via the webhook, can be null when interaction hasn’t started.

Example:

{
  "customer_id": "123456789",
  "interaction_id": "437a1ee7-b569-ee11-b006-6045bdd13058",
  "evaluation": {
    "howfeel_scale": "5",
    "action": "Timeout"
  },
  "transcript": [
    {
      "body": "How do you feel about your behaviour?",
      "timestamp": 1698234096.2698698,
      "type": "bot"
    },
    {
      "body": "i feel fine",
      "timestamp": 1698234096.2698698,
      "type": "customer"
    }
  ]
}

context

• Type: Array
• Description: An array of key-value pairs providing additional context for the interaction. Properties to provide can be found in the bot configuration in the bot endpoint.

key

• Type: String
• Description: The property key in the context array.

value

• Type: String
• Description: The value corresponding to the property key in the context array.

These properties are used in all of the interaction endpoints.

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Get Interactions

Endpoint

GET https://api.rdentify.com/v1/workspaces/<workspace-id>/interactions

Retrieve all interactions within a specific workspace.

Response Example

{
    "success": true,
    "code": 200,
    "detail": "Request completed successfully",
    "data": [
        {
            "id": "7aa69441-f468-ee11-b006-6045bdd13058",
            "status": "Pending",
            "priority": "Low",
            "link": "https://landing.rdentify.com/interactions/NzA3ZmRkMmEtNzMzZi00ZWNjLThlNzctYWVkZDRjZGEwZTVkOjdhYTY5NDQxLWY0NjgtZWUxMS1iMDA2LTYwNDViZGQxMzA1OA",
            "expiresAt": null,
            "createdAt": "2023-10-12T11:41:18.4213704",
            "customerId": "987654321",
            "type": "RG",
            "data": null,
            "context": [
                {
                    "key": "property_1",
                    "value": "value_1"
                },
                {
                    "key": "property_2",
                    "value": "value_2"
                }
            ]
        },
        {
            "id": "437a1ee7-b569-ee11-b006-6045bdd13058",
            "status": "Pending",
            "priority": "Low",
            "link": "https://landing.rdentify.com/interactions/NzA3ZmRkMmEtNzMzZi00ZWNjLThlNzctYWVkZDRjZGEwZTVkOjQzN2ExZWU3LWI1NjktZWUxMS1iMDA2LTYwNDViZGQxMzA1OA",
            "expiresAt": null,
            "createdAt": "2023-10-13T10:47:29.2008091",
            "customerId": "123456789",
            "type": "RG",
            "data": null,
            "context": [
                {
                    "key": "property_1",
                    "value": "value_1"
                },
                {
                    "key": "property_2",
                    "value": "value_2"
                }
            ]
        }
    ],
    "meta": {
        "totalResults": 2,
        "totalPages": 1,
        "currentPage": 1,
        "pageSize": 10
    }
}

---

Get Interaction

Endpoint

GET https://api.rdentify.com/v1/workspaces/<workspace-id>/interactions/<interaction-id>

Retrieve a specific interaction by its ID within a specific workspace.

Response Example

{
    "success": true,
    "code": 200,
    "detail": "Request completed successfully",
    "data": {
        "id": "437a1ee7-b569-ee11-b006-6045bdd13058",
        "status": "Pending",
        "priority": "Low",
        "link": "https://landing.rdentify.com/interactions/NzA3ZmRkMmEtNzMzZi00ZWNjLThlNzctYWVkZDRjZGEwZTVkOjQzN2ExZWU3LWI1NjktZWUxMS1iMDA2LTYwNDViZGQxMzA1OA",
        "expiresAt": null,
        "createdAt": "2023-10-13T10:47:29.2008091",
        "customerId": "123456789",
        "type": "RG",
        "data": null,
        "context": [
            {
                "key": "property_1",
                "value": "value_1"
            },
            {
                "key": "property_2",
                "value": "value_2"
            }
        ]
    },
    "meta": null
}

---

Create Interaction

Endpoint

POST https://api.rdentify.com/v1/workspaces/<workspace-id>/interactions

Create a new interaction within a specific workspace. If a customer does not exist it will be created as part of this call.

Request Body Example

{
    "customerId": "123456789",
    "botId": "57a9fa6a-f04b-ee11-9937-6045bdf21413",
    "status": "Pending",
    "expiry": 1698234826,
    "priority": "Medium"
}

Response Example

{
    "success": true,
    "code": 200,
    "detail": "Request completed successfully",
    "data": {
        "id": "437a1ee7-b569-ee11-b006-6045bdd13058",
        "status": "Pending",
        "priority": "Low",
        "link": "https://landing.rdentify.com/interactions/NzA3ZmRkMmEtNzMzZi00ZWNjLThlNzctYWVkZDRjZGEwZTVkOjQzN2ExZWU3LWI1NjktZWUxMS1iMDA2LTYwNDViZGQxMzA1OA",
        "expiresAt": null,
        "createdAt": "2023-10-13T10:47:29.2008091",
        "customerId": "123456789",
        "type": "RG",
        "data": null,
        "context": [
            {
                "key": "property_1",
                "value": "value_1"
            },
            {
                "key": "property_2",
                "value": "value_2"
            }
        ]
    },
    "meta": null
}

---

Update Interaction

Endpoint

PATCH https://api.rdentify.com/v1/workspaces/<workspace-id>/interactions/<interaction-id>

Update an existing interaction within a specific workspace. Properties are optional but at least one required.

Request Body Example

{
    "status": "Pending",
    "priority": "Low",
    "expiry": 1698234826
}

Response Example

{
    "success": true,
    "code": 200,
    "detail": "Request completed successfully",
    "data": {
        "id": "437a1ee7-b569-ee11-b006-6045bdd13058",
        "status": "Pending",
        "priority": "Low",
        "link": "https://landing.rdentify.com/interactions/NzA3ZmRkMmEtNzMzZi00ZWNjLThlNzctYWVkZDRjZGEwZTVkOjQzN2ExZWU3LWI1NjktZWUxMS1iMDA2LTYwNDViZGQxMzA1OA",
        "expiresAt": null,
        "createdAt": "2023-10-13T10:47:29.2008091",
        "customerId": "123456789",
        "type": "RG",
        "data": null,
        "context": [
            {
                "key": "property_1",
                "value": "value_1"
            },
            {
                "key": "property_2",
                "value": "value_2"
            }
        ]
    },
    "meta": null
}