In Beta Phase
This feature is in the Beta phase. If you have any questions, ideas or suggestions please reach out to us at firstname.lastname@example.org.
Conversation Groups allow you to create logical groups of conversations by setting the grouping criteria that suit your business requirement.
The criteria of the group can be applied to Conversation Metadata that can be any important information such as unique identifiers like agentId, customerId, userId, etc., or custom tags such as sales call, support call, internal discussion, etc.
This section provides step-by-step instructions on how to creating and use Conversation Groups.
To create a conversation group, make a POST request to Symbl using the following Conversation Group Management API:
|Parameter||Data Type||Description||Required||Values Accepted|
|String||Name of the group.||Mandatory||String with no special characters allowed, except |
|String||Description to capture any additional details of the group and its purpose.||Optional||The maximum length of string allowed 512 characters.|
|String / RSQL format||Criteria in RSQL format that should be applied to group conversations under this group.||Mandatory||Valid RSQL string. For more information on how to write RSQL queries, click here.|
id returned is the Group ID which is a unique identifier of the Conversation Group.
The Conversation metadata is what defines the grouping criteria. Metadata can be important information such as the unique identifiers of internal entities like agentId, customerId, userId, etc., or custom tags such as sales call, support call, internal discussion, etc. that you’d like to maintain on a conversation.
Metadata Key-value Pairs Requirement
- The value of the metadata field must be of type string.
- The maximum length of the string value allowed is 128 characters.
- Duplicate fields are not allowed in metadata.
To add metadata, modify an already processed conversation using Conversation API PUT request given below:
id returned in the Response is the Group ID which is a unique identifier of the Conversation Group.
Now that your groups are created, you can fetch the data associated with the Conversations that match the criteria of any Conversation Group.
Additional operations like filtering, sorting, or aggregate can be performed while fetching this data.
|Mandatory||Unique ID of the group created using Management API’s Create Group API endpoint.|
|Parameter||Data Type||Description||Required||Default Value|
|Integer (int16)||Specifies a non-negative integer ||Optional||20.|
Value accepted is between
|Integer (int16)||Specifies a non-negative number of items to skip before applying ||Optional||0|
|String / enum||Specifies the order in which the results should be sorted. The ||Optional|
|String / ISO 8601 date format||Specifies the start of the datetime range for the results to be returned. This ||Optional|
|String / ISO 8601 date format||Specifies the end of the date time range for the results to be returned. This ||Optional|
|String||Specifies one or more fields to be used to sort the results.||Optional|
|String / RSQL format||Specifies a filter string in RSQL format to filter the results. |
- Filter parameter should be a valid RSQL string however it can't have OR logical Operator.
- Filter parameter can not have more than 2 parameters in it's filters. There is no limit on filters though, so user can add any number of filters using maximum of two parameters.
When no filter is provided, it falls back to the default criteria of
The list of conversation objects is returned in the response body.
You can perform CRUD operations on the Conversation Groups using the Management APIs.
For more details on these operations, go to the Conversation Groups API section.
Following are the operations you can perform with Management API for Conversation Groups:
|Create Conversation Group|
|Create Multiple Conversation Groups|
|Get Conversation Group with ID|
|Get Multiple Conversation Groups|
|Update Conversation Group|
While working with multiple Conversation Groups, notice the use of plural
group used in singular Conversation Group operations.