Retrieving an Interaction By ID

Modified on Tue, 3 Jun at 9:48 AM

If you wish to load a single interaction, you can do so by loading the interaction by ID using the following route:

https://{region}.engage.app/api/core/v1/interactions/{interactionId}?include={dataToInclude}

This route contains several placeholders which must be replaced:

The region will likely be either eu, us, or au;
The interactionId will be the numeric ID (not the UUID) of the interaction you wish to access
The dataToInclude will be a comma-separated list of additional data to include with the response

,This will load a single interaction which will be presented like in the below example:

{
    "data": {
        "type": "interaction",
        "id": "4172453",
        "attributes": {
            "uuid": "ccf5f986-e0a7-435b-89ca-fe26b76b9744",
            "quick_ref": "748896",
            "customer_id": 3287854,
            "queue_id": 3053,
            "user_id": 3007,
            "chat": false,
            "voice": false,
            "call_me": false,
            "video": true,
            "cobrowse": false,
            "channel": "Web",
            "email": false,
            "qos": {
                "chat": true,
                "video": true,
                "cobrowse": true
            },
            "handled": true,
            "ended": true,
            "start_url": "https://eu.engage.app/widget-configs/load?params=eyJhbGciOiJFUzI1NiJ9.eyJ3aWRnZXRDb25maWdVdWlkIjoiNDczMTI5YjEtOGJhMS00YWVhLTg0ZGYtMzU5YzEyZjYyYjExIiwiZXhwaXJ5IjoiMjAyNC0xMi0wOFQxMjoxNzo0NS4xMjEyMDhaIn0.Aqcs-xaA2sV63vxmz8BsNx2BsXGY8UgNPi0X-a3t2n_t6Rq3faSyUAqBpUH6oTUfuZEU3Nnf0dTLUh6NV8nhOQ",
            "end_url": "https://eu.engage.app/widget-configs/load?params=eyJhbGciOiJFUzI1NiJ9.eyJ3aWRnZXRDb25maWdVdWlkIjoiNDczMTI5YjEtOGJhMS00YWVhLTg0ZGYtMzU5YzEyZjYyYjExIiwiZXhwaXJ5IjoiMjAyNC0xMi0wOFQxMjoxNzo0NS4xMjEyMDhaIn0.Aqcs-xaA2sV63vxmz8BsNx2BsXGY8UgNPi0X-a3t2n_t6Rq3faSyUAqBpUH6oTUfuZEU3Nnf0dTLUh6NV8nhOQ",
            "created_at": "2024-11-08T12:21:08Z",
            "updated_at": "2024-11-21T11:21:55Z",
            "accepted_at": "2024-11-08T12:21:12Z",
            "ended_at": "2024-11-08T12:22:02Z",
            "completed_at": "2024-11-21T11:21:55Z",
            "finalized_at": "2024-11-21T11:21:55Z",
            "cleaned_at": null,
            "ended_by": "USER"
        },
        "links": {
            "self": "https://eu.engage.app/api/core/v1/interaction/4172453"
        },
        "relationships": {
            "interactionData": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/interactionData",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/interactionData"
                },
                "data": []
            },
            "messages": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/messages",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/messages"
                },
                "data": []
            },
            "user": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/user",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/user"
                }
            },
            "customer": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/customer",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/customer"
                }
            },
            "tags": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/tags",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/tags"
                }
            },
            "feedback": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/feedback",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/feedback"
                }
            },
            "deviceSpec": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/deviceSpec",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/deviceSpec"
                }
            },
            "queue": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/queue",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/queue"
                }
            },
            "journeyPages": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/journeyPages",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/journeyPages"
                }
            },
            "videoRecording": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/videoRecording",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/videoRecording"
                }
            },
            "videoRecordings": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/videoRecordings",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/videoRecordings"
                }
            },
            "featureSessions": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/featureSessions",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/featureSessions"
                }
            },
            "reservationLogs": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/reservationLogs",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/reservationLogs"
                }
            },
            "userSessions": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/userSessions",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/userSessions"
                }
            },
            "transcriptMessages": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/transcriptMessages",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/transcriptMessages"
                }
            },
            "internalMessages": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/internalMessages",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/internalMessages"
                }
            },
            "files": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/files",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/files"
                }
            },
            "interactionSummaries": {
                "links": {
                    "self": "https://eu.engage.app/api/core/v1/interaction/4172453/relationships/interactionSummaries",
                    "related": "https://eu.engage.app/api/core/v1/interaction/4172453/interactionSummaries"
                }
            }
        }
    }
}

As with the all interactions' endpoint, you can pass the "include" query parameter to include additional data with this interaction.

Viewing Customer Data

A common request is to return the customers data including name and email address. The "customer" object listed in our related data will never include this data. The customer object is an internal identifier which Talkative uses to track interactions originating from the same customer via a cookie stored during a web interaction or a mobile number or social identifier if originating from WhatsApp, SMS or Facebook. No PII will ever be visible in this object.

The only time customer data is included is if it is added to the interactionData object via a pre-chat interaction form, collected via a chatbot or provided via our JavaScript API with our web widget. This data will be returned and you will need to extract the data you require by looking up the keys provided with the interaction data