URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=chat_2&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report shows the content of the chat conversations managed by the advisors, indicating specifically the messages shared during the service, the date of the conversation and the identification of the client and advisor.

Benefit:

By knowing the content of the messages shared by customers, you can verify if the chat service is aligned with the quality standards of the operation, if you obtained a response on first contact and identify for which procedures customers prefer chat channels.

How it works:

• The consumption of this API is done by GET method.
• To consume this API you must replace in the url {{{wolkvox_server}} by the nomenclature of the server of the operation.
• The wolkvox-token header must be used to make use of the authorization token.
• Note that the same token cannot be consumed simultaneously, so you can schedule the next API to be consumed when the result of the previous one is successful.
• In terms of time, to keep track of your operation you can make a consumption every 5 minutes of the information.

NAME	DESCRIPTION	TYPE
api	Type of report required	String
date_ini	Initial Date (YYYYmmddHHiiss)	String
date_end	Final Date (YYYYmmddHHiiss)	String

NAME	DESCRIPTION	TYPE
conn_id	Corresponds to the call identification number	String
agent_name	Name of the agent	String
customer_name	Name of the customer	String
channel	Indicates the contact channel of the interaction. This column can yield one of the following values: Facebook, Instagram, web, and WhatsApp.	String
from	Indicates the sender of the message, which can be either AGENT (agent) or CUSTOMER (customer).	String
from_name	Indicates the name of the sender	String
to_name	Indicates the name of the message recipient. It can display “chat bot” when a message from a customer has been sent to a chat bot.	String
date	Indicates the date in year-month-day-time format	String
message	Details the messages sent and received by the agent and customer	String
customer_id	Corresponds to the customer identification number	String
feeling	Sentiment recognized	String