Contact APIs
The API specifications for contacts like Voice, Chat and Email are defined here.
The following sync and async interactions are supported by the platform:
Voice
Chat
Email
Each contact associates with metadata, conversation data and interactions that belong to a particular category of an organization of a client.
The Contact Metadata typically includes the following:
Client Name
Organization Name
Category Name
Contact Type (Voice, Chat, or Email)
Metadata Map
Note
A map of additional metadata for chat and email. This metadata is optional. It may or may not be received in the request.
Conversation Data
The conversation data can be changed based on the interaction type like Chat, Email or Voice. The details of these conversation data are explained below:
Chat
Chat contacts typically have the following attributes:
Conversation Identifier: In chat conversations Agent and Customer exchange multiple messages for an assigned session. This is typically a chat room identifier.
Identifier | Unique Identifier of Agent |
Email Id | Agent Email address |
Timestamp | Time in milliseconds when the message is sent |
Message | The text of the chat message |
Identifier | Unique Identifier of Agent |
Email Id | Agent Email address |
Timestamp | Time in milliseconds when the message is sent |
Message | The text of the chat message |
Language | Language Code (us-en, au-en, gb-en) |
Journey Identifier (Optional) | Journey ID is a unique ID in UUID format that connects the voice, chat and email. |
Email contacts typically have the following attributes:
Conversation Identifier | In email conversations Agent and Customer exchange multiple messages with the same subject. |
Message Identifier | Each thread in an email is assigned to a unique identifier. |
Subject | Subject of email. |
Timestamp | Time in milliseconds when the message is sent. |
Body | The content of the message. |
Language | Language code (For e.g. us-en for US English, au-en for Australian English, gb-en for Great Britain English) |
Agent Identifier | Unique identifier of agent. |
Participant Identifier | Unique identifier of participant. |
Agent Email Address | Agent email address is required to determine agent versus participant for incoming and outgoing messages. |
Participant Email Address | Participant email address is required to determine the addressed participant. |
From | The identity of the message's author. |
Cc and/or Bcc Identifier | To identify one or more recipients |
Journey Identifier (Optional) | Journey ID is a unique ID in UUID format that connects voice, chat and email. |
Voice
In U-Analyze, the purpose of the Voice API is to process calls both individually and in bulk. This REST based API receives the call information along with non-speech meta data and processes the calls. This API aims to:
Automate the file type conversion from (MP3, FLAC, OGG, WAV) into wav format and stick to 8000 sample rate at 16 precision rate
Allow single stereo calls with two channels through API request and automate the process of splitting the stereo file into 2 files each for each channel in VAD module call process
Eliminate the extraction of call metadata information from file name and allows meta data through API request like
tenantName,orgName,catName,agentCRM,customerCRMSend non speech meta data which is a part of the API request (This is optional)
Extend voice API to process the audio calls for voice channel similar to chat & email APIs to ingest
Automate the file naming conventions (regex format).