conversations

Creates, updates, deletes, gets or lists a conversations resource.

Overview

Name	conversations
Type	Resource
Id	google.contactcenterinsights.conversations

Fields

Name	Datatype	Description
name	string	Immutable. The resource name of the conversation. Format: projects/{project}/locations/{location}/conversations/{conversation}
agentId	string	An opaque, user-specified string representing the human agent who handled the conversation.
callMetadata	object	Call-specific metadata.
createTime	string	Output only. The time at which the conversation was created.
dataSource	object	The conversation source, which is a combination of transcript and audio.
dialogflowIntents	object	Output only. All the matched Dialogflow intents in the call. The key corresponds to a Dialogflow intent, format: projects/{project}/agent/{agent}/intents/{intent}
duration	string	Output only. The duration of the conversation.
expireTime	string	The time at which this conversation should expire. After this time, the conversation data and any associated analyses will be deleted.
labels	object	A map for the user to specify any custom fields. A maximum of 20 labels per conversation is allowed, with a maximum of 256 characters per entry.
languageCode	string	A user-specified language code for the conversation.
latestAnalysis	object	The analysis resource.
latestSummary	object	Conversation summarization suggestion data.
medium	string	Immutable. The conversation medium, if unspecified will default to PHONE_CALL.
metadataJson	string	Input only. JSON Metadata encoded as a string. This field is primarily used by Insights integrations with various telphony systems and must be in one of Insights' supported formats.
obfuscatedUserId	string	Obfuscated user ID which the customer sent to us.
qualityMetadata	object	Conversation metadata related to quality management.
runtimeAnnotations	array	Output only. The annotations that were generated during the customer and agent interaction.
startTime	string	The time at which the conversation started.
transcript	object	A message representing the transcript of a conversation.
ttl	string	Input only. The TTL for this resource. If specified, then this TTL will be used to calculate the expire time.
turnCount	integer	Output only. The number of turns in the conversation.
updateTime	string	Output only. The most recent time at which the conversation was updated.

Methods

Name	Accessible by	Required Params	Description
get	SELECT	conversationsId, locationsId, projectsId	Gets a conversation.
list	SELECT	locationsId, projectsId	Lists conversations.
create	INSERT	locationsId, projectsId	Creates a conversation. Does not support audio transcription or DLP redaction. Use conversations.upload instead.
bulk_delete	DELETE	locationsId, projectsId	Deletes multiple conversations in a single request.
delete	DELETE	conversationsId, locationsId, projectsId	Deletes a conversation.
patch	UPDATE	conversationsId, locationsId, projectsId	Updates a conversation.
bulk_analyze	EXEC	locationsId, projectsId	Analyzes multiple conversations in a single request.
calculate_stats	EXEC	locationsId, projectsId	Gets conversation statistics.
ingest	EXEC	locationsId, projectsId	Imports conversations and processes them according to the user's configuration.
upload	EXEC	locationsId, projectsId	Create a long-running conversation upload operation. This method differs from CreateConversation by allowing audio transcription and optional DLP redaction.

SELECT examples

Lists conversations.

SELECT
name,
agentId,
callMetadata,
createTime,
dataSource,
dialogflowIntents,
duration,
expireTime,
labels,
languageCode,
latestAnalysis,
latestSummary,
medium,
metadataJson,
obfuscatedUserId,
qualityMetadata,
runtimeAnnotations,
startTime,
transcript,
ttl,
turnCount,
updateTime
FROM google.contactcenterinsights.conversations
WHERE locationsId = '{{ locationsId }}'
AND projectsId = '{{ projectsId }}';

INSERT example

Use the following StackQL query and manifest file to create a new conversations resource.

All Properties

/*+ create */
INSERT INTO google.contactcenterinsights.conversations (
locationsId,
projectsId,
agentId,
name,
expireTime,
languageCode,
ttl,
obfuscatedUserId,
metadataJson,
medium,
callMetadata,
startTime,
qualityMetadata,
labels,
dataSource
)
SELECT 
'{{ locationsId }}',
'{{ projectsId }}',
'{{ agentId }}',
'{{ name }}',
'{{ expireTime }}',
'{{ languageCode }}',
'{{ ttl }}',
'{{ obfuscatedUserId }}',
'{{ metadataJson }}',
'{{ medium }}',
'{{ callMetadata }}',
'{{ startTime }}',
'{{ qualityMetadata }}',
'{{ labels }}',
'{{ dataSource }}'
;

Manifest

- name: your_resource_model_name
  props:
    - name: latestSummary
      value:
        - name: textSections
          value: object
        - name: metadata
          value: object
        - name: conversationModel
          value: string
        - name: confidence
          value: number
        - name: answerRecord
          value: string
        - name: text
          value: string
    - name: dialogflowIntents
      value: object
    - name: agentId
      value: string
    - name: name
      value: string
    - name: expireTime
      value: string
    - name: languageCode
      value: string
    - name: ttl
      value: string
    - name: obfuscatedUserId
      value: string
    - name: createTime
      value: string
    - name: transcript
      value:
        - name: transcriptSegments
          value:
            - - name: sentiment
                value:
                  - name: score
                    value: number
                  - name: magnitude
                    value: number
              - name: channelTag
                value: integer
              - name: dialogflowSegmentMetadata
                value:
                  - name: smartReplyAllowlistCovered
                    value: boolean
              - name: text
                value: string
              - name: segmentParticipant
                value:
                  - name: obfuscatedExternalUserId
                    value: string
                  - name: dialogflowParticipant
                    value: string
                  - name: userId
                    value: string
                  - name: role
                    value: string
                  - name: dialogflowParticipantName
                    value: string
              - name: languageCode
                value: string
              - name: words
                value:
                  - - name: endOffset
                      value: string
                    - name: startOffset
                      value: string
                    - name: confidence
                      value: number
                    - name: word
                      value: string
              - name: confidence
                value: number
              - name: messageTime
                value: string
    - name: metadataJson
      value: string
    - name: medium
      value: string
    - name: callMetadata
      value:
        - name: agentChannel
          value: integer
        - name: customerChannel
          value: integer
    - name: runtimeAnnotations
      value:
        - - name: smartComposeSuggestion
            value:
              - name: suggestion
                value: string
              - name: queryRecord
                value: string
              - name: metadata
                value: object
              - name: confidenceScore
                value: number
          - name: faqAnswer
            value:
              - name: source
                value: string
              - name: confidenceScore
                value: number
              - name: metadata
                value: object
              - name: queryRecord
                value: string
              - name: question
                value: string
              - name: answer
                value: string
          - name: dialogflowInteraction
            value:
              - name: confidence
                value: number
              - name: dialogflowIntentId
                value: string
          - name: articleSuggestion
            value:
              - name: source
                value: string
              - name: metadata
                value: object
              - name: uri
                value: string
              - name: title
                value: string
              - name: queryRecord
                value: string
              - name: confidenceScore
                value: number
          - name: endBoundary
            value:
              - name: wordIndex
                value: integer
              - name: transcriptIndex
                value: integer
          - name: annotationId
            value: string
          - name: createTime
            value: string
          - name: smartReply
            value:
              - name: metadata
                value: object
              - name: reply
                value: string
              - name: confidenceScore
                value: number
              - name: queryRecord
                value: string
          - name: answerFeedback
            value:
              - name: correctnessLevel
                value: string
              - name: clicked
                value: boolean
              - name: displayed
                value: boolean
          - name: userInput
            value:
              - name: querySource
                value: string
              - name: query
                value: string
              - name: generatorName
                value: string
    - name: startTime
      value: string
    - name: qualityMetadata
      value:
        - name: agentInfo
          value:
            - - name: agentId
                value: string
              - name: displayName
                value: string
              - name: team
                value: string
              - name: dispositionCode
                value: string
        - name: waitDuration
          value: string
        - name: menuPath
          value: string
        - name: customerSatisfactionRating
          value: integer
    - name: updateTime
      value: string
    - name: turnCount
      value: integer
    - name: labels
      value: object
    - name: dataSource
      value:
        - name: dialogflowSource
          value:
            - name: audioUri
              value: string
            - name: dialogflowConversation
              value: string
        - name: gcsSource
          value:
            - name: transcriptUri
              value: string
            - name: audioUri
              value: string
    - name: duration
      value: string
    - name: latestAnalysis
      value:
        - name: analysisResult
          value:
            - name: endTime
              value: string
            - name: callAnalysisMetadata
              value:
                - name: sentiments
                  value:
                    - - name: channelTag
                        value: integer
                - name: silence
                  value:
                    - name: silenceDuration
                      value: string
                    - name: silencePercentage
                      value: number
                - name: intents
                  value: object
                - name: entities
                  value: object
                - name: issueModelResult
                  value:
                    - name: issues
                      value:
                        - - name: score
                            value: number
                          - name: displayName
                            value: string
                          - name: issue
                            value: string
                    - name: issueModel
                      value: string
                - name: phraseMatchers
                  value: object
                - name: annotations
                  value:
                    - - name: silenceData
                        value: []
                      - name: entityMentionData
                        value:
                          - name: entityUniqueId
                            value: string
                          - name: type
                            value: string
                      - name: channelTag
                        value: integer
                      - name: interruptionData
                        value: []
                      - name: phraseMatchData
                        value:
                          - name: phraseMatcher
                            value: string
                          - name: displayName
                            value: string
                      - name: issueMatchData
                        value:
                          - name: issueAssignment
                            value:
                              - name: score
                                value: number
                              - name: displayName
                                value: string
                              - name: issue
                                value: string
                      - name: holdData
                        value: []
                      - name: intentMatchData
                        value:
                          - name: intentUniqueId
                            value: string
        - name: name
          value: string
        - name: createTime
          value: string
        - name: requestTime
          value: string
        - name: annotatorSelector
          value:
            - name: runSummarizationAnnotator
              value: boolean
            - name: runSentimentAnnotator
              value: boolean
            - name: issueModels
              value:
                - string
            - name: runIntentAnnotator
              value: boolean
            - name: runEntityAnnotator
              value: boolean
            - name: runPhraseMatcherAnnotator
              value: boolean
            - name: runInterruptionAnnotator
              value: boolean
            - name: runSilenceAnnotator
              value: boolean
            - name: runIssueModelAnnotator
              value: boolean
            - name: summarizationConfig
              value:
                - name: summarizationModel
                  value: string
                - name: conversationProfile
                  value: string
            - name: phraseMatchers
              value:
                - string

UPDATE example

Updates a conversations resource.

/*+ update */
UPDATE google.contactcenterinsights.conversations
SET 
agentId = '{{ agentId }}',
name = '{{ name }}',
expireTime = '{{ expireTime }}',
languageCode = '{{ languageCode }}',
ttl = '{{ ttl }}',
obfuscatedUserId = '{{ obfuscatedUserId }}',
metadataJson = '{{ metadataJson }}',
medium = '{{ medium }}',
callMetadata = '{{ callMetadata }}',
startTime = '{{ startTime }}',
qualityMetadata = '{{ qualityMetadata }}',
labels = '{{ labels }}',
dataSource = '{{ dataSource }}'
WHERE 
conversationsId = '{{ conversationsId }}'
AND locationsId = '{{ locationsId }}'
AND projectsId = '{{ projectsId }}';

DELETE example

Deletes the specified conversations resource.

/*+ delete */
DELETE FROM google.contactcenterinsights.conversations
WHERE locationsId = '{{ locationsId }}'
AND projectsId = '{{ projectsId }}';