💬Service records

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GET https://{API_DOMAIN}/api/v1/interact-collection

curl -X GET
    -H "Content-Type: application/json"
    '{"handler_id": 3}'
    https://{API_HOST}/api/v1/interact-collection

Form Data

The following table lists the available filter conditions

PARAMETER	REQUIRED	DEFAULT	TYPE	DESCRIPTION
handler_id	false	NULL	Number	ID of the person in charge
handler_group_id	false	NULL	Number	The employee group of the agent responsible for this service record
contact_id	false	NULL	Numbe	Related customer ID
created_at__start	false	NULL	Datetime	Service record start time
created_at__end	false	NULL	Datetime	Service record end time
is_acw_completed	false	NULL	Boolean	Whether the service is in a completed state

Response

PROPERTY	TYPE	DESCRIPTION
data	Array of objects	Service recordsArray object
meta	Object	Tab data

{
    "data": [
        {
            "id": 491,
            "is_acw_completed": false,
            "first_enter_queue_at": "2021-04-14 13:36:35",
            "first_start_service_at": "2021-05-06 12:23:25",
            "acw_at": null,
            "last_finished_at": null,
            "handler_id": 1,
            "handler": {
                "id": 1,
                "name": "alice chang",
                "first_name": "alice",
                "last_name": "chang",
                "employee_no": "alice",
                "photo_url": null,
                "identity_no": null,
                "job_title_id": -1,
                "department_id": -1,
                "extension_id": 25,
                "extension": {
                    "id": 25,
                    "type": 3,
                    "extension": "8002",
                    "webrtc_password": "540939228002",
                    "description": null,
                    "media_cluster_id": null
                },
                "profile_id": 2195673,
                "group_id": 1,
                "group": {
                    "id": 1,
                    "name": "Customer Service Team",
                    "description": null,
                    "supervisor_id": 4
                },
                "cti_agent_account": "ag8002",
                "cti_agent": {
                    "id": 6,
                    "account": "ag8002",
                    "group_id": null
                },
                "cti_agent_id": 6,
                "created_at": "2019-05-07 12:37:48",
                "updated_at": "2021-01-07 10:28:04"
            },
            "contact_id": null,
            "contact": null,
            "memo": null,
            "bound_type": 1,
            "logs": [
                {
                    "id": 522,
                    "enter_queue_at": "2021-04-14 13:36:35",
                    "service_start_at": "2021-05-06 12:23:25",
                    "service_end_at": null,
                    "service_time": null,
                    "status": 1,
                    "bound_type": 1,
                    "provider_type": "App\\LivechatContentProvider",
                    "provider": {
                        "id": 61,
                        "message": [
                            {
                                "id": 2675,
                                "type": "text",
                                "content": "Hello",
                                "is_contact": true,
                                "is_system": false,
                                "is_csat": false,
                                "is_kb": false,
                                "kb_id": null,
                                "sender_id": 5,
                                "question": null,
                                "at": "2021-04-14 13:36:35"
                            }
                        ],
                        "media_contact_id": 109,
                        "media_contact": {
                            "id": 109,
                            "name": "b97beb2d-bc60-4a14-86b1-31de6bfe928e",
                            "gender": null,
                            "state": 1,
                            "uuid": "b97beb2d-bc60-4a14-86b1-31de6bfe928e",
                            "token": "5f7916af6cdfba5efdddba0b981a84c4",
                            "is_visible": true,
                            "channel": "livechat.624de7dfabffd4875c0150ee03b65138.b97beb2d-bc60-4a14-86b1-31de6bfe928e"
                        }
                    },
                    "interact_collection_id": 491,
                    "can_listen": true
                }
            ],
            "sponsor_id": null,
            "sponsor": null,
            "campaign_queue": null,
            "campaign_queue_id": null,
            "reasons": [],
            "reason_ids": [],
            "result_id": null,
            "result": {
                "id": null,
                "name": null,
                "is_active": true,
                "description": null,
                "category_id": null,
                "priority": null,
                "created_at": null,
                "updated_at": null
            },
            "media_cluster_id": null,
            "employee_schedule": null,
            "transfer_logs": [],
            "created_at": "2021-05-06 12:23:25"
        },
    ]

Get a single service record

https://{API_DOMAIN}/api/v1/interact-collection/{interact-collection}

curl -X GET
    -H "Content-Type: application/json"
    https://{API_HOST}/api/v1/interact-collection/245621

URL Parameters

PARAMETER	REQUIRED	DEFAULT	TYPE	DESCRIPTION
ID	true	NULL	Number	ID of the service record

Response

PROPERTY	TYPE	DESCRIPTION
data	Object	Service records

{
    "id": 495,
    "is_acw_completed": false,
    "first_enter_queue_at": "2021-04-14 13:36:35",
    "first_start_service_at": "2021-04-15 12:23:25",
    "acw_at": null,
    "last_finished_at": null,
    "handler_id": 1,
    "handler": {
        "id": 1,
        "name": "alice chang",
        "first_name": "alice",
        "last_name": "chang",
        "employee_no": "alice",
        "photo_url": null,
        "identity_no": null,
        "job_title_id": -1,
        "department_id": -1,
        "extension_id": 25,
        "extension": {
            "id": 25,
            "type": 3,
            "extension": "8002",
            "webrtc_password": "540939228002",
            "description": null,
            "media_cluster_id": null
        },
        "profile_id": 2195673,
        "group_id": 1,
        "group": {
            "id": 1,
            "name": "Customer Service Team",
            "description": null,
            "supervisor_id": 4
        },
        "cti_agent_account": "ag8002",
        "cti_agent": {
            "id": 6,
            "account": "ag8002",
            "group_id": null
        },
        "cti_agent_id": 6,
        "created_at": "2019-05-07 12:37:48",
        "updated_at": "2021-01-07 10:28:04"
    },
    "contact_id": null,
    "contact": null,
    "memo": null,
    "bound_type": 1,
    "logs": [
        {
            "id": 522,
            "enter_queue_at": "2021-04-14 13:36:35",
            "service_start_at": "2021-05-06 12:23:25",
            "service_end_at": null,
            "service_time": null,
            "status": 1,
            "bound_type": 1,
            "provider_type": "App\\LivechatContentProvider",
            "interact_collection_id": 491,
            "can_listen": true
        }
    ],
    "sponsor_id": null,
    "sponsor": null,
    "campaign_queue": null,
    "campaign_queue_id": null,
    "reasons": [],
    "reason_ids": [],
    "result_id": null,
    "result": {
        "id": null,
        "name": null,
        "is_active": true,
        "description": null,
        "category_id": null,
        "priority": null,
        "created_at": null,
        "updated_at": null
    },
    "media_cluster_id": null,
    "fb_accounts": [
            {
                "id": 2,
                "name": "110906707118012",
                "media_cluster_id": 4,
                "skills": [
                    {
                        "id": 2,
                        "name": "Japanese",
                        "description": null,
                        "creater_id": 1
                    },
                ],
                "skill_ids": [
                    2,
                ]
            }
        ],
    "line_account_ids": [],
    "line_accounts": [],
    "employee_schedule": null,
    "transfer_logs": [],
    "created_at": "2021-05-06 12:23:25"
},   

Update service record

This API is 3.06.10 available in later versions.

Request method: PUT Endpoint: /api/v1/interact-collection/{interact-collection} Description: Update the data of the specified service record.

Restrictions

This API only supports modifications,and does not support adding or deleting.

There are also important restrictions: Modification is allowed only when the service record is not yet completed. If this service record already has acw_at a value, it means the service has been completed and the system will not allow any changes. The response fields in the existing service record documentation are already visible acw_at, and the incomplete case is null.

Curl example

curl -X PUT \
     -H "Content-Type: application/json" \
     -d '{
       "memo": "The customer said they have received the progress update and are waiting for a follow-up reply",
       "cz_cols": [
         {
           "id": 4,
           "value": "123456"
         },
         {
           "id": 7,
           "value": "apple"
         },
         {
           "id": 18,
           "value": ["A", "B", "C"]
         }
       ]
     }' \
     https://{API_HOST}/api/v1/interact-collection/245621

URL parameters

Parameter name	Required	Default value	Type	Description
id	Yes	NULL	Number	Unique identifier of the service record

Form data

Field name	Required	Default value	Type	Description
memo	No	NULL	String	Remark text, maximum 600 characters
cz_cols	No	NULL	Array of objects	Array of custom field data

cz_cols Object format

Field name	Required	Default value	Type	Description
id	Yes	NULL	Number	Custom field ID
value	Yes	NULL	String / Array	Custom field value; the actual type depends on the field settings and can be a single string or an array

cz_cols Example

[
  {
    "id": 4,
    "value": "123456"
  },
  {
    "id": 7,
    "value": "apple"
  },
  {
    "id": 18,
    "value": ["A", "B", "C"]
  }
]

Response structure

Field name	Type	Description
data	Object	Single service record data after update

Response example

{
  "data": {
    "id": 245621,
    "memo": "The customer said they have received the progress update and are waiting for a follow-up reply",
    "acw_at": null,
    "cz_cols": [
      {
        "id": 4,
        "value": "123456"
      },
      {
        "id": 7,
        "value": "apple"
      },
      {
        "id": 18,
        "value": ["A", "B", "C"]
      }
    ],
    "updated_at": "2026-03-20 14:30:00"
  }
}

Failure scenario description

The service record has been completed and cannot be modified

When the service record already has acw_at a value, it means the service has been completed and the system should reject the update request.

{
  "message": "This interact-collection has already been ACWed and cannot be edited."
}