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Conversation groups

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Create conversation groups to organize conversations. Conversation groups are dynamic and driven by criteria that you define. New conversations automatically appear in conversation groups when they meet the criteria.

Use RSQL to define the criteria that best suits your needs. Then, to include conversations in your conversation groups, apply the group criteria to conversations as Update conversation metadata.

If you previously applied metadata to conversations, and the metadata values meet the criteria of the group, those conversations will be automatically included in the conversation group.

For example:

  • Dan is the Head of Sales in his company and wants to group calls based on the type, such as internal and external. Using the metadata labels internal and external, Dan can group conversations and query them by label.

  • Ashna manages the Customer Experience team and wants to manage conversations with dozens of vendor companies. She can create conversation groups by adding a unique metadata identifier for each vendor. Ashna can then query conversations by vendor label.

  • Tom is the Chief Quality Assurance Manager and wants to analyze the customer conversations for a team member named John. Tom creates metadata labels for role agentId and name such as johndoe and janedoe. Tom can then query conversations based on role and name.

Perform create, read, update, and delete operations on conversation groups using the Management API.

This page describes the following operations for conversation groups:

Authentication

These requests require an access token, as described in Authenticate.

Create conversation group

This section describes how to create a conversation group.

To create a conversation group, use the following operation:

POST https://api.symbl.ai/v1/manage/group

To make this request from the API reference, see Create conversation group.

Get conversation group

This section describes how to get a conversation group using the group ID.

To get a conversation group, use the following operation:

GET https://api.symbl.ai/v1/manage/group/{groupId}

To make this request from the API reference, see Get conversation group.

Get all conversation groups

This section describes how to get a list of your conversation groups.

To get a list of your conversation groups, use the following operation:

GET https://api.symbl.ai/v1/manage/groups

To make this request from the API reference, see Get conversation groups.

Update conversation group

This section describes how to update a conversation group.

To update a conversation group, use the following operation:

PUT https://api.symbl.ai/v1/manage/group/{groupId}

To make this request from the API reference, see Update conversation group.

Delete conversation group

This section describes how to delete a conversation group.

To delete a conversation group, use the following operation:

DELETE https://api.symbl.ai/v1/manage/group/{groupId}

To make this request from the API reference, see Delete conversation group.

Updated about 1 month ago