Integration interfaces

The following changes have been made in the RESTful and integration interfaces.

Editing the AI analysis

It's now possible to edit the AI analysis of a conversation in Communication Panel. If an AI analysis has been edited, the name of the agent and the timestamp of the edit is shown under the analysis in the Conversation details extension.

When using call transcript, your AI analysis is editable automatically. If you're using an event-driven configuration for saving AI analyses, you'll need to add the new save-ai object into your configuration. For more information, see the Event-driven integrations document.

If the AI analysis is saved into conversation attached data (CAD), editing is not possible. Saving the AI analysis into CAD is still supported and shown in Communication Panel as before. Note that old AI analysis data remains in CAD and can't be edited.

CMI has new resources for AI analysis data:

  • GET /cmi/contacts/:id/aiAnalysis for returning the current version of the AI analysis

  • GET /cmi/contacts/:id/aiAnalysis/history returns all versions of the AI analysis

  • POST /cmi/contacts/:id/aiAnalysis adds a new AI analysis

RESTful Configuration Interface (RCI)

It's now possible to add and update the following settings in System Configurator with the new resource /users/:id/settings:

  • Visible A number

  • Use MTD / Simultaneous Ring Mode

  • Activate Other Number

  • Other Number

  • Terminal for Outbound Calls

  • Show QR code for app setup in Communication Panel or Launchpad

RESTful Contact Management Interface (CMI)

The following now support the reply-to property:

  • GET /cmi/chats/:id

  • GET /cmi/chatMessages

  • GET /cmi/chatMessages/:id

The property is for agent messages that customers have quoted in their replies.

Event-driven integration (EDI) framework

Value format specifiers

Two new value format specifiers have been added to the EDI framework:

  • f! for converting a resolved value to float

  • j! for converting a resolved value from JSON string to object

Optimization

The EDI framework has been optimized in situations involving synchronous requests.

Metadata

Chat metadata is now available for EDI as customer CAD.