Get Conversation Details

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Get Conversation Details API

This API retrieves detailed information about a specific conversation session. It provides participant details, transfer history, queue activity, conversation status, notes, and dispositions.

Field	Value
Method	GET
Endpoint	https://{{host}}/agentassist/api/v1/public/{{botId}}/conversations/sessions/{{sessionId}}
Content-Type	application/json
Authorization	auth: {{JWT}} See How to generate the JWT Token.
API Scope	SmartAssist Analytics

Path Parameters

Parameter	Description	Type
host	Environment URL, for example, https://platform.kore.ai	string, required
botId	Unique Bot ID (for example: st-da6627e6-bb55-5e2f-80d3-92220e02xxxx).	string, required
sessionId	Parent App Session ID (for example: 68a95e70fe5b8e806f8exxxx).	string, required

Sample Request

curl --location --request GET 'https://{{host}}/agentassist/api/v1/public/{{botId}}/conversations/sessions/{{sessionId}}' \
--header 'accept: application/json, text/plain, */*' \
--header 'accept-language: en-US,en;q=0.9' \
--header 'accountid: {{accountId}}' \
--header 'app-language: en' \
--header 'content-type: application/json;charset=UTF-8' \
--header 'referer: https://staging-smartassist.kore.ai/smartassist/config/queues' \
--header 'auth: <JWT-token>' \
--data '{
    "startDate":"2024-10-24",
    "endDate":"2024-10-28",
    "timeZoneOffset": -330
}'

Headers

Header	Description	Type
accept	Supported response type. Must be application/json.	string, required
accountid	Identifies the customer account.	string, required

Request Body Parameters

Parameter	Description	Type
startDate	Start date filter in YYYY-MM-DD format.	string, optional
endDate	End date filter in YYYY-MM-DD format.	string, optional
timeZoneOffset	Time zone offset in minutes (for IST use -330).	number, optional

Sample Response

{
  "_id": "c-ab4eb09-8dba-4db8-9176-b0ee670dxxxx",
  "participants": [
    {
      "queueId": "qu-a8203c2-aee7-4aa0-bb95-64e5c17exxxx",
      "queueStartTime": "2025-08-23T06:23:45.100Z",
      "queueName": "Default Queue",
      "agentId": "u-4149b5e5-9bbd-502d-b0ab-bfbd01d6xxxx",
      "name": "SmartAssist QA",
      "status": "INACTIVE",
      "assignedAt": "2025-08-23T06:23:45.595Z",
      "startTimeStamp": "2025-08-23T06:23:55.593Z",
      "conversationTransferred": true,
      "reason": "OVERDUE",
      "endTimeStamp": "2025-08-23T06:27:13.724Z"
    },
    {
      "queueId": "qu-a8203c2-aee7-4aa0-bb95-64e5c17exxxx",
      "queueStartTime": "2025-08-23T06:27:13.707Z",
      "queueName": "Default Queue",
      "agentId": "u-4149b5e5-9bbd-502d-b0ab-bfbd01d6xxxx",
      "name": "SmartAssist QA",
      "status": "ACTIVE",
      "assignedAt": "2025-08-23T06:33:49.658Z",
      "startTimeStamp": "2025-08-23T06:33:52.136Z",
      "endTimeStamp": "2025-08-23T06:33:54.960Z",
      "endedChat": true
    }
  ],
  "transferDetails": [
    {
      "fromQueue": "qu-a8203c2-aee7-4aa0-bb95-64e5c17exxxx",
      "transferredByAgentName": "SmartAssist QA",
      "transferredType": "QUEUE",
      "transferredTo": [
        {
          "id": "qu-a8203c2-aee7-4aa0-bb95-64e5c17exxxx",
          "name": "Default Queue",
          "type": "QUEUE"
        }
      ],
      "priority": "HIGHEST",
      "transferredAt": "2025-08-23T06:27:13.707Z",
      "systemTransferReason": "OVERDUE",
      "systemTransfer": true
    }
  ],
  "conversationType": "livechat",
  "status": "CLOSED",
  "summary": [
    "The customer was initially connected ... highest priority. The customer was asked to stand by while being transferred to the new queue."
  ],
  "dispositions": {
    "status": "Resolved",
    "remarks": "The customer was initially connected ... advising the customer to reach out again if further assistance is needed.",
    "dispositionSets": [
      { "dispositionsSet": "Resolution", "dispositionCodes": "Resolved" },
      { "dispositionsSet": "Custom", "dispositionCodes": "ThroughWeb" }
    ],
    "metaStatus": "AGENT_CLOSED"
  },
  "userInfo": {
    "firstName": "Test",
    "lastName": "User",
    "email": "[e-mail]",
    "phoneNumber": "9999999999",
    "activationStatus": "active"
  }
}

Response Body Parameters

Parameter	Description	Type
_id	Unique conversation ID.	String
participants	List of agents or participants in the conversation.	Array
transferDetails	Details of conversation transfer between queues/agents.	Array
conversationType	Type of conversation (for example: livechat).	String
status	Current conversation status (for example: CLOSED).	String
summary	Generated summary of the conversation.	Array
dispositions	Contains final status, remarks, and disposition codes.	Object
userInfo	End-user profile details including name, email, phone, and status.	Object
notes	Internal agent notes captured during the conversation.	Array