Interaction Recording

Overview

The Interaction Recording service provides interaction recordings, which are compiled histories of the transcripts that document interactions between customers and agents using the Engagement Center. Each interaction recording comprises a collection of interaction recording items. Each transcript of an interaction that is documented between a customer and an agent creates an interaction recording item. The resulting interaction recording item contains information such as the customer and the agent involved in the interaction, the date, and the time the interaction took place. Making interaction recordings available to your agents can improve the efficiency of your customer interactions. Every agent can access an overview of interactions that occurred with a particular customer whenever necessary.

Using this service, you can:

Create a chat transcript.
Retrieve a chat transcript.
Delete a chat transcript.

API Reference

/{tenant}/chatTranscripts

Chat Transcripts

/{tenant}/chatTranscripts

post

Create a new chat transcript.

The id of the chat transcript is automatically generated by the system. The returned id is displayed in the response body.

Required scope: hybris.interactionrecording_manage

Create a new chat transcript.

The id of the chat transcript is automatically generated by the system. The returned id is displayed in the response body.

Required scope: hybris.interactionrecording_manage

Request
Response

URI Parameters

tenant: required (string - minLength: 3 - maxLength: 16 - pattern: [a-z][a-z0-9]+)
Stands for the "project" that requests this resource. Must match the "project" that is associated with the access token in the Authorization header.
Example:
```
myexampleshop
```

Headers

Authorization: required (string)
Used to send a valid OAuth2 access token.
Example:
```
Bearer access_token
```

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/schema#",
    "title": "Chat Transcript Schema",
    "type": "object",
    "properties": {
        "startAt": {
            "type": "string",
            "format": "date-time",
            "description": "Date and the time the transcript is started (in UTC)"
        },
        "endAt": {
            "type": "string",
            "format": "date-time",
            "description": "Date and the time the transcript is started (in UTC)"
        },
        "chatterIds": {
            "type": "array",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "Chatter",
                "type": "string",
                "description": "the chatter ID of one chat transcript item"
            },
            "description": "chatters"
        },
        "chatterDetails": {
            "type": "array",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "Chatter Detail Schema",
                "type": "object",
                "properties": {
                    "id": {
                        "type": "string",
                        "description": "User id"
                    },
                    "defaultAlias": {
                        "type": "string",
                        "description": "The default alias of user"
                    },
                    "required": [
                        "id"
                    ]
                }
            },
            "description": "chatterDetail"
        },
        "createdBy": {
            "type": "string",
            "description": "Id of the agent the chat transcript was participanted"
        },
        "transcript": {
            "type": "array",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "Chat Transcript Item",
                "type": "object",
                "properties": {
                    "createdBy": {
                        "type": "string",
                        "description": "User who created this transcript entry"
                    },
                    "createdAt": {
                        "type": "string",
                        "format": "date-time",
                        "description": "Date and time the transcript item was created (in UTC)"
                    },
                    "chatContent": {
                        "type": "string",
                        "description": "Description"
                    }
                },
                "required": [
                    "createdBy",
                    "createdAt",
                    "chatContent"
                ]
            },
            "description": "Transcript"
        }
    },
    "required": [
        "startAt",
        "endAt",
        "chatterIds",
        "createdBy",
        "transcript"
    ]
}

Example:

{
    "startAt": "2016-06-19T12:29:08.000+0000",
    "endAt": "2016-06-19T12:30:08.000+0000",
    "chatterIds": [
        "C4327014826",
        "mandy@hybristest.com"
    ],
    "chatterDetails": [
        {
            "id": "C6545000120",
            "defaultAlias": "yoyo 0414b name2yoyo"
        },
        {
            "id": "evy.yang@sap.com",
            "defaultAlias": "Evy"
        }
    ],
    "createdBy": "mandy@hybristest.com",
    "transcript": [
        {
            "createdBy": "C4327014826",
            "createdAt": "2016-06-19T12:28:07.000+0000",
            "chatContent": "Hi"
        },
        {
            "createdBy": "mandy@hybristest.com",
            "createdAt": "2016-06-19T12:29:07.000+0000",
            "chatContent": "What can i do for you?"
        }
    ]
}

HTTP status code 201

Chat Transcript created successfully.

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/draft-04/schema#",
    "type": "object",
    "title": "Resource Location",
    "description": "Schema for showing location of the new resource.",
    "properties": {
        "id": {
            "description": "The identifier of the created resource",
            "type": "string"
        },
        "link": {
            "description": "The link to the created resource",
            "type": "string",
            "format": "uri"
        }
    },
    "required": [
        "id",
        "link"
    ]
}

Example:

{
    "id": "55473b487deefe21340ae74f",
    "link": "https://api.beta.yaas.io/hybris/chattranscript/v1/myexampleshop/C4327014826/chatTranscript/55473b487deefe21340ae74f"
}

HTTP status code 401

Given request is unauthorized. Bad or expired token. Reauthenticate the user. Any details will be provided within the response payload.

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/draft-04/schema#",
    "title": "error",
    "description": "Schema for API specified errors.",
    "type": "object",
    "properties": {
        "status": {
            "type": "integer",
            "description": "original HTTP error code, should be consistent with the response HTTP code",
            "minimum": 100,
            "maximum": 599
        },
        "type": {
            "type": "string",
            "description": "classification of the error type, lower case with underscore eg validation_failure",
            "pattern": "[a-z]+[a-z_]*[a-z]+"
        },
        "message": {
            "type": "string",
            "description": "descriptive error message for debugging"
        },
        "moreInfo": {
            "type": "string",
            "format": "uri",
            "description": "link to documentation to investigate further and finding support"
        },
        "details": {
            "type": "array",
            "description": "list of problems causing this error",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "errorDetail",
                "description": "schema for specific error cause",
                "type": "object",
                "properties": {
                    "field": {
                        "type": "string",
                        "description": "a bean notation expression specifying the element in request data causing the error, eg product.variants[3].name, this can be empty if violation was not field specific"
                    },
                    "type": {
                        "type": "string",
                        "description": "classification of the error detail type, lower case with underscore eg missing_value, this value must be always interpreted in context of the general error type.",
                        "pattern": "[a-z]+[a-z_]*[a-z]+"
                    },
                    "message": {
                        "type": "string",
                        "description": "descriptive error detail message for debugging"
                    },
                    "moreInfo": {
                        "type": "string",
                        "format": "uri",
                        "description": "link to documentation to investigate further and finding support for error detail"
                    }
                },
                "required": [
                    "type"
                ]
            }
        }
    },
    "required": [
        "status",
        "type"
    ]
}

Example:

{
    "status": 401,
    "message": "Authorization: Unauthorized. Bearer TOKEN is invalid",
    "type": "insufficient_credentials",
    "moreInfo": "https://api.yaas.io/patterns/errortypes.html"
}

HTTP status code 403

Evaluated request scopes in access token are not sufficient and do not match required scopes.

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/draft-04/schema#",
    "title": "error",
    "description": "Schema for API specified errors.",
    "type": "object",
    "properties": {
        "status": {
            "type": "integer",
            "description": "original HTTP error code, should be consistent with the response HTTP code",
            "minimum": 100,
            "maximum": 599
        },
        "type": {
            "type": "string",
            "description": "classification of the error type, lower case with underscore eg validation_failure",
            "pattern": "[a-z]+[a-z_]*[a-z]+"
        },
        "message": {
            "type": "string",
            "description": "descriptive error message for debugging"
        },
        "moreInfo": {
            "type": "string",
            "format": "uri",
            "description": "link to documentation to investigate further and finding support"
        },
        "details": {
            "type": "array",
            "description": "list of problems causing this error",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "errorDetail",
                "description": "schema for specific error cause",
                "type": "object",
                "properties": {
                    "field": {
                        "type": "string",
                        "description": "a bean notation expression specifying the element in request data causing the error, eg product.variants[3].name, this can be empty if violation was not field specific"
                    },
                    "type": {
                        "type": "string",
                        "description": "classification of the error detail type, lower case with underscore eg missing_value, this value must be always interpreted in context of the general error type.",
                        "pattern": "[a-z]+[a-z_]*[a-z]+"
                    },
                    "message": {
                        "type": "string",
                        "description": "descriptive error detail message for debugging"
                    },
                    "moreInfo": {
                        "type": "string",
                        "format": "uri",
                        "description": "link to documentation to investigate further and finding support for error detail"
                    }
                },
                "required": [
                    "type"
                ]
            }
        }
    },
    "required": [
        "status",
        "type"
    ]
}

Example:

{
    "status": 403,
    "message": "Given request does not have required scopes in access token. It is not authorized to perform this operation.",
    "type": "insufficient_permissions"
}

/{tenant}/chatTranscripts/{id}

get

Retrieve a chat transcript.

The chat transcript to be retrieved is identified by its id.

Required scope: hybris.interactionrecording_view

delete

Delete a chat transcript.

The chat transcript to be deleted is identified by its id.

Required scope: hybris.interactionrecording_delete

Retrieve a chat transcript.

The chat transcript to be retrieved is identified by its id.

Required scope: hybris.interactionrecording_view

Request
Response

URI Parameters

tenant: required (string - minLength: 3 - maxLength: 16 - pattern: [a-z][a-z0-9]+)
Stands for the "project" that requests this resource. Must match the "project" that is associated with the access token in the Authorization header.
Example:
```
myexampleshop
```
id: required (string)
Example:
```
55473b487deefe21340ae74f
```

Headers

Accept-Language: (string - repeat: true)
The value of the locale identifier of the language in which the attribute should be returned. Provide several values separated by comma, in order to specify fallback languages.
Example:
```
pl
```
hybris-languages: (string - repeat: true)
Comma separated list of language identifiers for which the localization for an attribute should be provided.
Example:
```
en,pl,it
```
Authorization: required (string)
Used to send a valid OAuth2 access token.
Example:
```
Bearer access_token
```

HTTP status code 200

Chat Transcript retrieved successfully

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/schema#",
    "title": "Chat Transcript Schema",
    "type": "object",
    "properties": {
        "id": {
            "type": "string",
            "description": "Unique identifier of the chat transcript"
        },
        "startAt": {
            "type": "string",
            "format": "date-time",
            "description": "Date and the time the transcript is started (in UTC)"
        },
        "endAt": {
            "type": "string",
            "format": "date-time",
            "description": "Date and the time the transcript is started (in UTC)"
        },
        "chatterIds": {
            "type": "array",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "Chatter",
                "type": "string",
                "description": "the chatter ID of one chat transcript item"
            },
            "description": "chatters of the chat transcript"
        },
        "chatterDetails": {
            "type": "array",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "Chatter Detail Schema",
                "type": "object",
                "properties": {
                    "id": {
                        "type": "string",
                        "description": "User id"
                    },
                    "defaultAlias": {
                        "type": "string",
                        "description": "The default alias of user"
                    },
                    "required": [
                        "id"
                    ]
                }
            },
            "description": "chatterDetail"
        },
        "createdBy": {
            "type": "string",
            "description": "Id of the agent the chat transcript was participanted"
        },
        "transcript": {
            "type": "array",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "Chat Transcript Item",
                "type": "object",
                "properties": {
                    "createdBy": {
                        "type": "string",
                        "description": "User who created this transcript entry"
                    },
                    "createdAt": {
                        "type": "string",
                        "format": "date-time",
                        "description": "Date and time the transcript item was created (in UTC)"
                    },
                    "chatContent": {
                        "type": "string",
                        "description": "Description"
                    }
                },
                "required": [
                    "createdBy",
                    "createdAt",
                    "chatContent"
                ]
            },
            "description": "Transcript"
        },
        "metadata": {
            "$schema": "http://json-schema.org/draft-04/schema#",
            "title": "Document repository meta data schema",
            "type": "object",
            "properties": {
                "version": {
                    "description": "Document repository version number",
                    "type": "integer"
                },
                "createdAt": {
                    "description": "Time the document was created at",
                    "type": "string",
                    "format": "date-time"
                },
                "modifiedAt": {
                    "description": "Time the document was last modified at",
                    "type": "string",
                    "format": "date-time"
                }
            },
            "required": [
                "version"
            ]
        }
    },
    "required": [
        "id",
        "startAt",
        "endAt",
        "chatterIds",
        "createdBy",
        "transcript",
        "metadata"
    ]
}

Example:

{
    "id": "55473b487deefe21340ae74f",
    "startAt": "2016-06-19T12:29:08.000+0000",
    "endAt": "2016-06-19T12:30:08.000+0000",
    "chatterIds": [
        "C4327014826",
        "mandy@hybristest.com"
    ],
    "chatterDetails": [
        {
            "id": "C6545000120",
            "defaultAlias": "yoyo 0414b name2yoyo"
        },
        {
            "id": "evy.yang@sap.com",
            "defaultAlias": "Evy"
        }
    ],
    "createdBy": "mandy@hybristest.com",
    "transcript": [
        {
            "createdBy": "C4327014826",
            "createdAt": "2016-06-19T12:28:07.000+0000",
            "chatContent": "Hi"
        },
        {
            "createdBy": "mandy@hybristest.com",
            "createdAt": "2016-06-19T12:29:07.000+0000",
            "chatContent": "What can i do for you?"
        }
    ],
    "metadata": {
        "createdAt": "2016-06-19T12:28:07.000+0000",
        "modifiedAt": "2016-06-19T12:28:07.000+0000",
        "version": 1
    }
}

HTTP status code 400

Request syntactically incorrect. Any details will be provided within the response payload.

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/draft-04/schema#",
    "title": "error",
    "description": "Schema for API specified errors.",
    "type": "object",
    "properties": {
        "status": {
            "type": "integer",
            "description": "original HTTP error code, should be consistent with the response HTTP code",
            "minimum": 100,
            "maximum": 599
        },
        "type": {
            "type": "string",
            "description": "classification of the error type, lower case with underscore eg validation_failure",
            "pattern": "[a-z]+[a-z_]*[a-z]+"
        },
        "message": {
            "type": "string",
            "description": "descriptive error message for debugging"
        },
        "moreInfo": {
            "type": "string",
            "format": "uri",
            "description": "link to documentation to investigate further and finding support"
        },
        "details": {
            "type": "array",
            "description": "list of problems causing this error",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "errorDetail",
                "description": "schema for specific error cause",
                "type": "object",
                "properties": {
                    "field": {
                        "type": "string",
                        "description": "a bean notation expression specifying the element in request data causing the error, eg product.variants[3].name, this can be empty if violation was not field specific"
                    },
                    "type": {
                        "type": "string",
                        "description": "classification of the error detail type, lower case with underscore eg missing_value, this value must be always interpreted in context of the general error type.",
                        "pattern": "[a-z]+[a-z_]*[a-z]+"
                    },
                    "message": {
                        "type": "string",
                        "description": "descriptive error detail message for debugging"
                    },
                    "moreInfo": {
                        "type": "string",
                        "format": "uri",
                        "description": "link to documentation to investigate further and finding support for error detail"
                    }
                },
                "required": [
                    "type"
                ]
            }
        }
    },
    "required": [
        "status",
        "type"
    ]
}

Example:

{
    "status": 400,
    "message": "There are validation problems, see details section for more information",
    "moreInfo": "https://api.yaas.io/patterns/errortypes.html",
    "type": "validation_violation",
    "details": [
        {
            "field": "Accept-Language",
            "message": "not a language",
            "type": "invalid_header"
        }
    ]
}

HTTP status code 401

Given request is unauthorized. Bad or expired token. Reauthenticate the user. Any details will be provided within the response payload.

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/draft-04/schema#",
    "title": "error",
    "description": "Schema for API specified errors.",
    "type": "object",
    "properties": {
        "status": {
            "type": "integer",
            "description": "original HTTP error code, should be consistent with the response HTTP code",
            "minimum": 100,
            "maximum": 599
        },
        "type": {
            "type": "string",
            "description": "classification of the error type, lower case with underscore eg validation_failure",
            "pattern": "[a-z]+[a-z_]*[a-z]+"
        },
        "message": {
            "type": "string",
            "description": "descriptive error message for debugging"
        },
        "moreInfo": {
            "type": "string",
            "format": "uri",
            "description": "link to documentation to investigate further and finding support"
        },
        "details": {
            "type": "array",
            "description": "list of problems causing this error",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "errorDetail",
                "description": "schema for specific error cause",
                "type": "object",
                "properties": {
                    "field": {
                        "type": "string",
                        "description": "a bean notation expression specifying the element in request data causing the error, eg product.variants[3].name, this can be empty if violation was not field specific"
                    },
                    "type": {
                        "type": "string",
                        "description": "classification of the error detail type, lower case with underscore eg missing_value, this value must be always interpreted in context of the general error type.",
                        "pattern": "[a-z]+[a-z_]*[a-z]+"
                    },
                    "message": {
                        "type": "string",
                        "description": "descriptive error detail message for debugging"
                    },
                    "moreInfo": {
                        "type": "string",
                        "format": "uri",
                        "description": "link to documentation to investigate further and finding support for error detail"
                    }
                },
                "required": [
                    "type"
                ]
            }
        }
    },
    "required": [
        "status",
        "type"
    ]
}

Example:

{
    "status": 401,
    "message": "Authorization: Unauthorized. Bearer TOKEN is invalid",
    "type": "insufficient_credentials",
    "moreInfo": "https://api.yaas.io/patterns/errortypes.html"
}

HTTP status code 403

Evaluated request scopes in access token are not sufficient and do not match required scopes.

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/draft-04/schema#",
    "title": "error",
    "description": "Schema for API specified errors.",
    "type": "object",
    "properties": {
        "status": {
            "type": "integer",
            "description": "original HTTP error code, should be consistent with the response HTTP code",
            "minimum": 100,
            "maximum": 599
        },
        "type": {
            "type": "string",
            "description": "classification of the error type, lower case with underscore eg validation_failure",
            "pattern": "[a-z]+[a-z_]*[a-z]+"
        },
        "message": {
            "type": "string",
            "description": "descriptive error message for debugging"
        },
        "moreInfo": {
            "type": "string",
            "format": "uri",
            "description": "link to documentation to investigate further and finding support"
        },
        "details": {
            "type": "array",
            "description": "list of problems causing this error",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "errorDetail",
                "description": "schema for specific error cause",
                "type": "object",
                "properties": {
                    "field": {
                        "type": "string",
                        "description": "a bean notation expression specifying the element in request data causing the error, eg product.variants[3].name, this can be empty if violation was not field specific"
                    },
                    "type": {
                        "type": "string",
                        "description": "classification of the error detail type, lower case with underscore eg missing_value, this value must be always interpreted in context of the general error type.",
                        "pattern": "[a-z]+[a-z_]*[a-z]+"
                    },
                    "message": {
                        "type": "string",
                        "description": "descriptive error detail message for debugging"
                    },
                    "moreInfo": {
                        "type": "string",
                        "format": "uri",
                        "description": "link to documentation to investigate further and finding support for error detail"
                    }
                },
                "required": [
                    "type"
                ]
            }
        }
    },
    "required": [
        "status",
        "type"
    ]
}

Example:

{
    "status": 403,
    "message": "Given request does not have required scopes in access token. It is not authorized to perform this operation.",
    "type": "insufficient_permissions"
}

HTTP status code 404

Chat Transcript not found.

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/draft-04/schema#",
    "title": "error",
    "description": "Schema for API specified errors.",
    "type": "object",
    "properties": {
        "status": {
            "type": "integer",
            "description": "original HTTP error code, should be consistent with the response HTTP code",
            "minimum": 100,
            "maximum": 599
        },
        "type": {
            "type": "string",
            "description": "classification of the error type, lower case with underscore eg validation_failure",
            "pattern": "[a-z]+[a-z_]*[a-z]+"
        },
        "message": {
            "type": "string",
            "description": "descriptive error message for debugging"
        },
        "moreInfo": {
            "type": "string",
            "format": "uri",
            "description": "link to documentation to investigate further and finding support"
        },
        "details": {
            "type": "array",
            "description": "list of problems causing this error",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "errorDetail",
                "description": "schema for specific error cause",
                "type": "object",
                "properties": {
                    "field": {
                        "type": "string",
                        "description": "a bean notation expression specifying the element in request data causing the error, eg product.variants[3].name, this can be empty if violation was not field specific"
                    },
                    "type": {
                        "type": "string",
                        "description": "classification of the error detail type, lower case with underscore eg missing_value, this value must be always interpreted in context of the general error type.",
                        "pattern": "[a-z]+[a-z_]*[a-z]+"
                    },
                    "message": {
                        "type": "string",
                        "description": "descriptive error detail message for debugging"
                    },
                    "moreInfo": {
                        "type": "string",
                        "format": "uri",
                        "description": "link to documentation to investigate further and finding support for error detail"
                    }
                },
                "required": [
                    "type"
                ]
            }
        }
    },
    "required": [
        "status",
        "type"
    ]
}

Example:

{
    "status": 404,
    "type": "element_resource_non_existing",
    "message": "The requested chat transcript does not exist."
}

Delete a chat transcript.

The chat transcript to be deleted is identified by its id.

Required scope: hybris.interactionrecording_delete

Request
Response

URI Parameters

tenant: required (string - minLength: 3 - maxLength: 16 - pattern: [a-z][a-z0-9]+)
Stands for the "project" that requests this resource. Must match the "project" that is associated with the access token in the Authorization header.
Example:
```
myexampleshop
```
id: required (string)
Example:
```
55473b487deefe21340ae74f
```

Headers

Authorization: required (string)
Used to send a valid OAuth2 access token.
Example:
```
Bearer access_token
```

HTTP status code 204

Chat Transcripts deleted successfully.

HTTP status code 401

Given request is unauthorized. Bad or expired token. Reauthenticate the user. Any details will be provided within the response payload.

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/draft-04/schema#",
    "title": "error",
    "description": "Schema for API specified errors.",
    "type": "object",
    "properties": {
        "status": {
            "type": "integer",
            "description": "original HTTP error code, should be consistent with the response HTTP code",
            "minimum": 100,
            "maximum": 599
        },
        "type": {
            "type": "string",
            "description": "classification of the error type, lower case with underscore eg validation_failure",
            "pattern": "[a-z]+[a-z_]*[a-z]+"
        },
        "message": {
            "type": "string",
            "description": "descriptive error message for debugging"
        },
        "moreInfo": {
            "type": "string",
            "format": "uri",
            "description": "link to documentation to investigate further and finding support"
        },
        "details": {
            "type": "array",
            "description": "list of problems causing this error",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "errorDetail",
                "description": "schema for specific error cause",
                "type": "object",
                "properties": {
                    "field": {
                        "type": "string",
                        "description": "a bean notation expression specifying the element in request data causing the error, eg product.variants[3].name, this can be empty if violation was not field specific"
                    },
                    "type": {
                        "type": "string",
                        "description": "classification of the error detail type, lower case with underscore eg missing_value, this value must be always interpreted in context of the general error type.",
                        "pattern": "[a-z]+[a-z_]*[a-z]+"
                    },
                    "message": {
                        "type": "string",
                        "description": "descriptive error detail message for debugging"
                    },
                    "moreInfo": {
                        "type": "string",
                        "format": "uri",
                        "description": "link to documentation to investigate further and finding support for error detail"
                    }
                },
                "required": [
                    "type"
                ]
            }
        }
    },
    "required": [
        "status",
        "type"
    ]
}

Example:

{
    "status": 401,
    "message": "Authorization: Unauthorized. Bearer TOKEN is invalid",
    "type": "insufficient_credentials",
    "moreInfo": "https://api.yaas.io/patterns/errortypes.html"
}

HTTP status code 403

Evaluated request scopes in access token are not sufficient and do not match required scopes.

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/draft-04/schema#",
    "title": "error",
    "description": "Schema for API specified errors.",
    "type": "object",
    "properties": {
        "status": {
            "type": "integer",
            "description": "original HTTP error code, should be consistent with the response HTTP code",
            "minimum": 100,
            "maximum": 599
        },
        "type": {
            "type": "string",
            "description": "classification of the error type, lower case with underscore eg validation_failure",
            "pattern": "[a-z]+[a-z_]*[a-z]+"
        },
        "message": {
            "type": "string",
            "description": "descriptive error message for debugging"
        },
        "moreInfo": {
            "type": "string",
            "format": "uri",
            "description": "link to documentation to investigate further and finding support"
        },
        "details": {
            "type": "array",
            "description": "list of problems causing this error",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "errorDetail",
                "description": "schema for specific error cause",
                "type": "object",
                "properties": {
                    "field": {
                        "type": "string",
                        "description": "a bean notation expression specifying the element in request data causing the error, eg product.variants[3].name, this can be empty if violation was not field specific"
                    },
                    "type": {
                        "type": "string",
                        "description": "classification of the error detail type, lower case with underscore eg missing_value, this value must be always interpreted in context of the general error type.",
                        "pattern": "[a-z]+[a-z_]*[a-z]+"
                    },
                    "message": {
                        "type": "string",
                        "description": "descriptive error detail message for debugging"
                    },
                    "moreInfo": {
                        "type": "string",
                        "format": "uri",
                        "description": "link to documentation to investigate further and finding support for error detail"
                    }
                },
                "required": [
                    "type"
                ]
            }
        }
    },
    "required": [
        "status",
        "type"
    ]
}

Example:

{
    "status": 403,
    "message": "Given request does not have required scopes in access token. It is not authorized to perform this operation.",
    "type": "insufficient_permissions"
}

HTTP status code 404

Chat Transcripts not found.

Body

Type: application/json

Schema:

{
    "$schema": "http://json-schema.org/draft-04/schema#",
    "title": "error",
    "description": "Schema for API specified errors.",
    "type": "object",
    "properties": {
        "status": {
            "type": "integer",
            "description": "original HTTP error code, should be consistent with the response HTTP code",
            "minimum": 100,
            "maximum": 599
        },
        "type": {
            "type": "string",
            "description": "classification of the error type, lower case with underscore eg validation_failure",
            "pattern": "[a-z]+[a-z_]*[a-z]+"
        },
        "message": {
            "type": "string",
            "description": "descriptive error message for debugging"
        },
        "moreInfo": {
            "type": "string",
            "format": "uri",
            "description": "link to documentation to investigate further and finding support"
        },
        "details": {
            "type": "array",
            "description": "list of problems causing this error",
            "items": {
                "$schema": "http://json-schema.org/draft-04/schema#",
                "title": "errorDetail",
                "description": "schema for specific error cause",
                "type": "object",
                "properties": {
                    "field": {
                        "type": "string",
                        "description": "a bean notation expression specifying the element in request data causing the error, eg product.variants[3].name, this can be empty if violation was not field specific"
                    },
                    "type": {
                        "type": "string",
                        "description": "classification of the error detail type, lower case with underscore eg missing_value, this value must be always interpreted in context of the general error type.",
                        "pattern": "[a-z]+[a-z_]*[a-z]+"
                    },
                    "message": {
                        "type": "string",
                        "description": "descriptive error detail message for debugging"
                    },
                    "moreInfo": {
                        "type": "string",
                        "format": "uri",
                        "description": "link to documentation to investigate further and finding support for error detail"
                    }
                },
                "required": [
                    "type"
                ]
            }
        }
    },
    "required": [
        "status",
        "type"
    ]
}

Example:

{
    "status": 404,
    "type": "element_resource_non_existing",
    "message": "The requested chat transcript does not exist."
}

/{tenant}/chatTranscripts

Scopes

The table shows the scopes that the Interaction Recording service supports.

SCOPE	DESCRIPTION
hybris.interactionrecording_view	Read-only access to the interaction recording
hybris.interactionrecording_manage	Create and update interaction recording
hybris.interactionrecording_delete	Delete interaction recording item

For more information about scopes, authorization, and authentication procedures for YaaS services, see Scopes and Authorization.

Manage Chat Transcripts

Interaction Recording Service is used for storing the recording like text recording. Chat transcript is the equivalent of text recording that occur between customers and agents, or between customers and customers when they have a chat with each other. A chat transcript is composed of not only a collection of messages the chat participant created or input, but also some other information like the start time and end time of the chat, the list of chat participants’ information.

You can create a chat transcript. The following information can be provided while creating a chat transcript.

startAt and endAt : Date and time the chat transcript started and ended.
chatterIds : a list of Unique identifier of the chat participants who involved the chat.
chatterDetails : a list of Unique identifier and default alias of the chat participants who involved the chat.
createdBy : Unique identifier of the man who save the chat transcript, it has different meaning with createdBy in transcript below.
transcript : a list of message created by chat participants, it contains three attributes:
- createdBy : Unique identifier of chat participant who create the message.
- createdAt : Date and time the message entry created.
- chatContent : Content of the message.

The POST request body includes two createdBy attributes, which have different meanings. The top one that identifies the person who save this chat transcript. And another creatBy attribute is a child of the transcript object, that specifies the user ID of the person who created or started the chat.

When a chat transcript is created, the service will generate a unique identifier id for this chat transcript. The id is specified for retrieving the chat transcript from this service afterwards. For more information, see the Create a Chat Transcript.

After you created chat transcript in this service, you can retrieve the chat transcript by using the unique ID. For more information, see the Retrieve a Chat Transcript.

Create a Chat Transcript

The following example shows how to create a chat transcript.

Request

To create a chat transcript, you need:

Method:POST
Request URL:https://api.beta.yaas.io/hybris/interactionrecording/v1/{tenant}/chatTranscripts
Headers
- Authorization: This includes a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionrecording_manage.
URI Parameters
- {tenant}: Name of the current tenant.

Body:

{
  "startAt": "2016-06-19T12:29:08.000+0000",
  "endAt": "2016-06-19T12:30:08.000+0000",
  "chatterIds": ["C4327014826","mandy@hybristest.com"],
  "chatterDetails" : [
      {
          "id" : "C4327014826",
          "defaultAlias" : "mary"
      }, {
          "id" : "mandy@hybristest.com",
          "defaultAlias" : "mandy"
      }
  ],
  "createdBy": "mandy@hybristest.com",
  "transcript": [
      {
          "createdBy": "C4327014826",
          "createdAt": "2016-06-19T12:28:07.000+0000",
          "chatContent": "Hi"
      },
      {
          "createdBy": "mandy@hybristest.com",
          "createdAt": "2016-06-19T12:29:07.000+0000",
          "chatContent": "What can i do for you?"
      }
  ]
}

Response

The successful response returns 201 status code. An example JSON content looks similar to the following:

{
    "id": "55473b487deefe21340ae74f",
    "link":"https://api.beta.yaas.io/hybris/interactionrecording/v1/testtenant/chatTranscripts/5809e1df348496001dfc16e5"
}

Retrieve a Chat Transcript

Merchants can retrieve the details of a chat transcript in a particular tenant. The request body does not need to contain any information. All the necessary data is sent together with the query parameter and message headers.

The following example shows how to retrieve a chat transcript by id.

Request

You can retrieve the chat transcript by performing a request with:

Method: GET
Request URL: https://api.beta.yaas.io/hybris/interactionrecording/v1/{tenant}/chatTranscripts/{id}
Headers
- Authorization: This includes a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionrecording_view.
URI Parameters
- {tenant}: Name of the current tenant.
- {id}: Unique identifier of the chat transcript.

Response

The successful response returns a 200 status code. An example JSON content looks similar to the following:

{
      "chatterIds": 
          [
            "C4327014826",
            "mandy@hybristest.com"
          ],
      "chatterDetails" : [
            {
            "id" : "C4327014826",
            "defaultAlias" : "mary"
            }, {
            "id" : "mandy@hybristest.com",
            "defaultAlias" : "mandy"
            }
       ],
      "createdBy": "mandy@hybristest.com",
      "endAt": "2016-06-19T12:30:08.000+0000",
      "id": "5809e5dbeedcb2001d82333e",
      "metadata": 
          {
            "createdAt": "2016-10-21T09:54:35.023+0000",
            "modifiedAt": "2016-10-21T09:54:35.023+0000",
            "version": 1
          },
      "startAt": "2016-06-19T12:29:08.000+0000",
      "transcript": [
            {
              "chatContent": "Hi",
              "createdAt": "2016-06-19T12:28:07.000+0000",
              "createdBy": "C4327014826"
            },
            {
              "chatContent": "What can i do for you?",
              "createdAt": "2016-06-19T12:29:07.000+0000",
              "createdBy": "mandy@hybristest.com"
            }
      ]
}

Delete a Chat Transcript

The Interaction Recording service allows you delete a chat transcript by its id.

Request

To delete a chat transcript, you need:

Method: DELETE
Request URL: https://api.beta.yaas.io/hybris/interactionrecording/v1/{tenant}/chatTranscripts/{id}
Headers
- Authorization: This includes a valid OAuth2 access token. To access this method, the access token must be issued for the requested tenant and have the scope hybris.interactionrecording_delete.
URI Parameters
- {tenant}: Name of the current tenant.
- {id}: The unique identifier of the chat transcript.

Response

After a successful deletion request, you receive a response with the status code 204 and a success message.

Error Types

For information about error codes, see the API Reference.

Glossary

Term	Description
Engagement Center agent	A person who handles inbound or outbound customer interactions in the Engagement Center.

Send feedback
If you find any information that is unclear or incorrect, please let us know so that we can improve the Dev Portal content.
Get Help
Use our private help channel. Receive updates over email and contact our specialists directly.
hybris Experts
If you need more information about this topic, visit hybris Experts to post your own question and interact with our community and experts.

Overview

API Reference

/{tenant}/chatTranscripts

/{tenant}/chatTranscripts

post /{tenant}/chatTranscripts

URI Parameters

Headers

Body

HTTP status code 201

Body

HTTP status code 401

Body

HTTP status code 403

Body

/{tenant}/chatTranscripts/{id}

get /{tenant}/chatTranscripts/{id}

URI Parameters

Headers

HTTP status code 200

Body

HTTP status code 400

Body

HTTP status code 401

Body

HTTP status code 403

Body

HTTP status code 404

Body

delete /{tenant}/chatTranscripts/{id}

URI Parameters

Headers

HTTP status code 204

HTTP status code 401

Body

HTTP status code 403

Body

HTTP status code 404

Body

Scopes

Manage Chat Transcripts

Create a Chat Transcript

Request

Response

Retrieve a Chat Transcript

Request

Response

Delete a Chat Transcript

Request

Response

Error Types

Glossary