openapi: 3.0.2
x-explorer-enabled: false
x-samples-languages:
- curl
- node
- java
- javascript
- python
- go
info:
  title: Transcript - Retrieval
  description: Digital Transcript Query APIs will be used to search and retrieve digital transcript messages.
  contact:
    name: Avaya API Team
    url: https://developers.avayacloud.com/onecloud-ccaas
    email: apiteam@avaya.com
  license:
    name: Avaya Software Development Kit (SDK) Software License Terms
    url: http://support.avaya.com/css/P8/documents/101038288
  version: 1.0.3
tags:
- name: Transcript
  description: To retrieve transcript messages for all dialogs of a given engagement.
security:
- {}
- BearerAuth: []
  AppKey: []
servers:
- url: '{protocol}://{server}{basePath}'
  description: Open API
  variables:
    protocol:
      enum:
      - https
      default: https
    server:
      default: HOST-REGION.api.avayacloud.com
    basePath:
      default: /api/digital/transcript/v1
- url: '{protocol}://{server}:{port}'
  description: Internal API
  variables:
    protocol:
      enum:
      - http
      - https
      default: http
    server:
      default: transcript-query-service
    port:
      enum:
      - '80'
      - '443'
      default: '80'
paths:
  /accounts/{accountId}/engagements/{engagementId}/messages:
    get:
      tags:
      - Transcript
      summary: List Messages
      description: 'Retrieve transcript messages for all dialogs or specified dialog of a given engagement.

        '
      operationId: listMessages
      parameters:
      - $ref: '#/components/parameters/accountId'
      - $ref: '#/components/parameters/engagementId'
      - $ref: '#/components/parameters/dialogId'
      - $ref: '#/components/parameters/pageNumber'
      - $ref: '#/components/parameters/pageSize'
      - $ref: '#/components/parameters/orderBy'
      - $ref: '#/components/parameters/order'
      responses:
        '200':
          description: OK
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Messages'
              examples:
                default:
                  $ref: '#/components/examples/Messages'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '403':
          $ref: '#/components/responses/Forbidden'
        '404':
          $ref: '#/components/responses/NotFound'
        '429':
          $ref: '#/components/responses/TooManyRequests'
        '500':
          $ref: '#/components/responses/InternalServerError'
components:
  securitySchemes:
    BearerAuth:
      type: http
      scheme: bearer
      description: This API uses Bearer Token Authorization Flow.
      bearerFormat: JWT
    AppKey:
      type: apiKey
      in: header
      name: appkey
      description: This API needs an appKey as header
  schemas:
    Messages:
      type: object
      properties:
        pagination:
          $ref: '#/components/schemas/Pagination'
        messages:
          type: array
          items:
            $ref: '#/components/schemas/Message'
        links:
          $ref: '#/components/schemas/MessageLinks'
    Message:
      type: object
      description: A record for a specific message in dialog's transcript.
      properties:
        accountId:
          type: string
          example: ZWJJIQ
        dialogId:
          description: Dialog unique identifier.
          type: string
          example: bb4f5cf8-5bfc-4bf3-ac43-153c43671f0e
        engagementId:
          description: Engagement unique identifier.
          type: string
          example: bb4f5cf8-5bfc-4bf3-ac43-153c43671f0e
        messageId:
          type: string
          description: Identifier for message.
          example: 774f5cf8-5bfc-4bf3-ac43-153c43671f04
        channelId:
          type: string
          description: Type of dialog channel where transcript occurred such as CHAT, EMAIL, MESSAGING, VOICE.
        messageIndex:
          type: integer
          description: Message number in the dialog.
          example: 1
        messageType:
          $ref: '#/components/schemas/MessageType'
        messageDirection:
          $ref: '#/components/schemas/MessageDirection'
        providerDialogId:
          description: Identifier for the conversation maintained by provider.
          type: string
          example: bb4f5cf8-5bfc-4bf3-ac43-153c43671f0e
        providerMessageId:
          type: string
          description: Provider Identifier of the message. This identifier is maintained by provider.
          example: 774f5cf8-5bfc-4bf3-ac43-153c43671f04
        privateMessage:
          type: boolean
          description: 'Denotes if a message is private or not (e.g. coaching messages).

            Private messages are messages that shouldn''t be sent or shown to the customer. If a message is private (like
            in the case of coaching), then this field will be marked as true and the ''recipients'' list should provide the
            restricted participants that the private message is intended for.

            '
          default: false
        body:
          $ref: '#/components/schemas/BodyElement'
        header:
          $ref: '#/components/schemas/MessageHeaders'
        fallbackText:
          type: string
          description: Text message clients can show if they are not capable of rendering the body.
          example: This text is fallback as original text not reachable
        parts:
          type: array
          items:
            $ref: '#/components/schemas/Part'
        messageReceivedTimestamp:
          type: string
          format: date-time
          description: Date and time when the message was first received by digital framework.
          example: '2023-11-16T05:57:44.000Z'
        senderParticipantName:
          type: string
          description: Display name of participant who sent the message.
          example: shane
        senderParticipantType:
          $ref: '#/components/schemas/ParticipantType'
        senderParticipantId:
          description: The unique identifier for the participant.
          type: string
          example: e1e3d642-4200-4c1f-b010-b8ac46957ebd
        recipientParticipants:
          type: array
          description: List of recipient participants
          items:
            $ref: '#/components/schemas/Participant'
        dialogDirection:
          $ref: '#/components/schemas/DialogDirection'
        sourceType:
          type: string
          description: This value defines the external system that was the source of the engagement that is being generated
            into the Contact Center.
          example: Facebook
        businessAccountName:
          type: string
          description: Name of the business account configured on the provider using which the message was sent
          example: account@account.com
        nluMetadata:
          $ref: '#/components/schemas/NluMetadata'
        interimResponse:
          type: boolean
          description: Denotes if the message is an interim response. Default is false.
          default: false
    NluMetadata:
      type: object
      description: NLU Metadata of the message
      properties:
        intents:
          type: array
          description: List of intents recognized in the message.
          items:
            $ref: '#/components/schemas/Intent'
        entities:
          type: array
          items:
            $ref: '#/components/schemas/Entity'
          description: List of entities identified in the message.
        sentiment:
          $ref: '#/components/schemas/Sentiment'
        language:
          type: string
          description: ISO 639 code that specifies the language used in the message.
          example: en-US
    Intent:
      type: object
      properties:
        intent:
          type: string
          description: The name of the recognized intent.
        confidence:
          type: number
          description: "A decimal percentage that represents confidence in the intent. \nRanges from 0 to 1, where a higher\
            \ score indicates a stronger likelihood of a correct match.\n"
          format: double
          example: 0.9588214785085711
    Sentiment:
      type: object
      description: The sentiment of message.
      properties:
        label:
          $ref: '#/components/schemas/SentimentLabel'
        score:
          type: number
          description: Sentiment score between -1.0 (negative sentiment) and 1.0 (positive sentiment).
          format: double
          example: 1
    Entity:
      type: object
      properties:
        entity:
          type: string
          description: An entity detected in the message.
        value:
          type: string
          description: The term in the input text that was recognized as an entity value.
    Participant:
      type: object
      description: Participant receiving the message
      required:
      - participantId
      - participantType
      properties:
        participantType:
          $ref: '#/components/schemas/ParticipantType'
        participantId:
          type: string
          description: The unique identifier for the participant.
          example: dfd117d7-73e3-4436-8bd7-3ce8f1a008ed
        displayName:
          type: string
          description: The display name of participant.
          example: participant name
    SentimentLabel:
      description: The overall sentiment expressed in the message.
      example: POSITIVE
      type: string
      enum:
      - NEGATIVE
      - NEUTRAL
      - POSITIVE
    MessageType:
      description: 'Type of message, NEW is a new email received/sent by contact center, REPLY is email replied to/by contact
        center, FORWARD is email forwarded to/by contact center).

        '
      type: string
      enum:
      - NEW
      - REPLY
      - FORWARD
      - DELETE
    MessageDirection:
      description: 'Direction of the message. INCOMING is an message received by the contact center and OUTGOING is an message
        initiated from the contact center.

        '
      type: string
      enum:
      - INCOMING
      - OUTGOING
    ParticipantType:
      type: string
      description: Type of participant who sent the message.
      enum:
      - CUSTOMER
      - AGENT
      - SUPERVISOR
      - SYSTEM
      - BOT
      - SME
    BodyElement:
      type: object
      required:
      - elementType
      properties:
        elementType:
          type: string
          description: Type of the body element like text, image, attachment, carousel, location, form, etc.
          example: TEXT
        elementText:
          $ref: '#/components/schemas/ElementText'
        payload:
          type: string
          description: JSON payload required to support the body element type.
          example: message text content
      description: Element of the message body.
      title: BodyElement
    ElementText:
      type: object
      description: Element text.
      properties:
        text:
          type: string
          description: Text of the message.
          example: this is text content of the message
        textFormat:
          $ref: '#/components/schemas/TextFormat'
    TextFormat:
      description: Format of the text message in the body.
      example: PLAINTEXT
      type: string
      enum:
      - PLAINTEXT
      - HTML
      - MARKDOWN
    MessageHeaders:
      type: object
      description: Header of the message.
      properties:
        priority:
          type: string
          description: Priority of the message set by the provider.
          example: important
        sensitivity:
          type: string
          description: Sensitivity of the message set by the provider.
          example: sensetive
        encoding:
          type: string
          description: Encoding of body of the message.
          example: utf-8
        subject:
          type: string
          description: Subject of the message set by the provider.
          example: Title of the message
        from:
          type: string
          description: Sender of the message set by the provider.
          example: email1@email.com
        to:
          type: array
          description: To recipients of the message set by the provider.
          items:
            type: string
            example: email2@email.com
        cc:
          type: array
          description: Cc recipients of the message set by the provider. This field is mainly used for email messages.
          items:
            type: string
            example: email3@email.com
        bcc:
          type: array
          description: Bcc recipients of the message set by the provider. This field is mainly used for email messages.
          items:
            type: string
            example: email4@email.com
        replyTo:
          type: string
          description: The address to use when replying.
          example: email2@email.com
        providerMessageTimestamp:
          type: string
          format: date-time
          description: Date and time of the message captured by the provider.
          example: '2023-11-16T05:57:44.000Z'
        messageSourceServerTag:
          type: string
          description: Tag set by a service to identify that this message was sent by itself.
          example: Tag1
        clientDeviceTag:
          type: string
          description: Tag set to identify the client device that was used to send the message.
          example: ios-device-1
        additionalHeaders:
          type: object
          description: Additional header fields of the message. For example, if the payload of the message is related to a
            specific version that the clients are rendering, then the payload needs to be aware of what information can be
            sent here.
          additionalProperties:
            type: string
            example: added property
    Part:
      type: object
      required:
      - partId
      - name
      - size
      - contentType
      - url
      properties:
        partId:
          type: string
          description: Identifier for the part.
          example: 774f5cf8-5bfc-4bf3-ac43-153c43671f04
        name:
          type: string
          description: Name of the part.
          example: file.png
        contentType:
          type: string
          description: Type of attachment.
          example: application/text
        size:
          type: integer
          description: Size of the part in bytes.
          example: 3500
        url:
          type: string
          description: Link of the part.
          example: https://service-domain.com/file.png
        captionText:
          type: string
          description: Text describing the caption of the part.
          example: Image showing and issue
        thumbnailUrl:
          type: string
          description: Link of the thumbnail of the part.
          example: https://somedomain.com/thumb.png
        additionalProperties:
          type: object
          description: Additional properties of the part.
          additionalProperties:
            type: string
            example: added properties
      description: Meta information about the media.
      title: Part
    DialogDirection:
      description: 'Direction of the dialog. Use INCOMING if the interaction is initiated by customer,

        otherwise OUTGOING. Default is INCOMING.

        '
      example: INCOMING
      type: string
      enum:
      - INCOMING
      - OUTGOING
    Problem:
      type: object
      description: '<b>Problem Detail</b> as a way to carry machine-readable details of errors in a HTTP response to avoid
        the need to define new error response formats for HTTP APIs <a href="https://tools.ietf.org/html/rfc7807">RFC 7807</a>

        '
      properties:
        type:
          type: string
          format: uri
          description: 'An absolute URI that identifies the problem type. When dereferenced, it SHOULD provide human-readable
            documentation for the problem type (e.g., using HTML).

            '
          default: about:blank
          example: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#constraint-violation
        title:
          type: string
          description: 'A short, summary of the problem type. Written in english and readable for engineers (usually not suited
            for non technical stakeholders and not localized).

            '
          example: Service Unavailable
          nullable: true
        status:
          type: integer
          format: int32
          description: 'The HTTP status code generated by the origin server for this occurrence of the problem.

            '
          minimum: 100
          maximum: 600
          exclusiveMaximum: true
          example: 503
          nullable: true
        detail:
          type: string
          description: 'A human readable explanation specific to this occurrence of the problem.

            '
          example: Connection to database timed out
          nullable: true
        instance:
          type: string
          format: uri
          description: 'An absolute URI that identifies the specific occurrence of the problem. It may or may not yield further
            information if dereferenced.

            '
          nullable: true
        violations:
          type: array
          description: 'A list of violations that occurred as a result of invalid data provided as part of a request.

            '
          nullable: true
          items:
            type: object
            properties:
              field:
                type: string
                description: 'The name of the field in the request that caused the violation. This can be the name of a path
                  parameter, query parameter, or a field within the request body.

                  '
                example: accountId
              message:
                type: string
                description: 'A human readable explanation specific to this occurrence of the violation.

                  '
                example: must match "^[a-zA-Z]{6}$"
              code:
                type: integer
                format: int32
                description: 'The violation code generated by the server for this occurrence of the violation. Use this code
                  when implementing any error handling logic instead of the message, as the message can change.

                  '
                example: 20006
          example:
          - field: emailAddress
            message: must not be null
            code: 20002
          - field: accountId
            message: must match "^[a-zA-Z]{6}$"
            code: 20006
    Pagination:
      type: object
      properties:
        pageNumber:
          type: integer
          description: The current page number.
          example: 1
        pageSize:
          type: integer
          description: The max number of records that can be retrieved on this page.
          example: 10
        total:
          type: integer
          description: The total number of records.
          example: 1
    MessageLinks:
      type: object
      properties:
        prev:
          type: string
          description: URL of the previous page. Blank if currently on the first page.
          example: /api/digital/transcript/v1/accounts/{accountId}/engagements/{engagementId}/messages?pageNumber=2&pageSize=15
        next:
          type: string
          description: URL of the next page. Blank if currently on the last page.
          example: /api/digital/transcript/v1/accounts/{accountId}/engagements/{engagementId}/messages?pageNumber=4&pageSize=15
  parameters:
    accountId:
      name: accountId
      description: The unique 6 character internal id that represents the customer account.
      required: true
      in: path
      schema:
        type: string
        minLength: 6
        maxLength: 6
        pattern: ^[a-zA-Z]{6}$
        example: ZWJJIQ
    engagementId:
      name: engagementId
      description: The unique 36 character internal id that represents the engagement.
      required: true
      in: path
      schema:
        type: string
        minLength: 36
        maxLength: 36
        pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        example: b9da2450-415c-46ff-af58-0c3f39aee204
    dialogId:
      name: dialogId
      required: false
      in: query
      description: The unique 1-100 characters internal id that represents the Dialog.
      schema:
        type: string
        minLength: 1
        maxLength: 100
        example: 09989172961713382496
    pageSize:
      name: pageSize
      description: The maximum number of results per page.
      required: false
      in: query
      schema:
        type: integer
        format: int32
        example: 10
        default: 10
        minimum: 1
        maximum: 50
    pageNumber:
      name: pageNumber
      description: The target page of results.
      required: false
      in: query
      schema:
        type: integer
        format: int32
        example: 1
        default: 1
        minimum: 1
    orderBy:
      name: orderBy
      description: Field used to order messages. Currently, only the **'messageReceivedTimestamp'** field is supported for
        ordering.
      required: false
      in: query
      schema:
        type: string
        maxLength: 50
        example: messageReceivedTimestamp
        default: messageReceivedTimestamp
    order:
      name: order
      description: The sorting order for messages using the orderBy field. Valid values are DESC (descending) or ASC (ascending)
      required: false
      in: query
      schema:
        type: string
        minLength: 3
        maxLength: 4
        example: ASC
        default: ASC
  responses:
    BadRequest:
      description: "Bad Request. \n\n* accountId must be exactly 6 characters\n\n* pageNumber must be greater than 0\n\n*\
        \ pageSize must be between 1 and 50\n\n* engagementIds must be 36 character UUIDs\n"
      content:
        application/problem+json:
          schema:
            $ref: '#/components/schemas/Problem'
          examples:
            default:
              $ref: '#/components/examples/ErrorConstraintViolation'
    Unauthorized:
      description: Unauthorized.
      content:
        application/problem+json:
          schema:
            $ref: '#/components/schemas/Problem'
          examples:
            default:
              $ref: '#/components/examples/ErrorUnauthorized'
    Forbidden:
      description: Forbidden.
      content:
        application/problem+json:
          schema:
            $ref: '#/components/schemas/Problem'
          examples:
            default:
              $ref: '#/components/examples/ErrorForbidden'
    NotFound:
      description: Not Found.
      content:
        application/problem+json:
          schema:
            $ref: '#/components/schemas/Problem'
          examples:
            default:
              $ref: '#/components/examples/ErrorNotFound'
    TooManyRequests:
      description: Too Many Requests
      content:
        application/problem+json:
          schema:
            $ref: '#/components/schemas/Problem'
          examples:
            default:
              $ref: '#/components/examples/TooManyRequests'
    InternalServerError:
      description: Internal Server Error
      content:
        application/problem+json:
          schema:
            $ref: '#/components/schemas/Problem'
          examples:
            default:
              $ref: '#/components/examples/ErrorInternalServerError'
  examples:
    Messages:
      value:
        pagination:
          pageNumber: 3
          pageSize: 15
          total: 60
        messages:
        - accountId: ZWJJIQ
          dialogId: bb4f5cf8-5bfc-4bf3-ac43-153c43671f0e
          engagementId: bb4f5cf8-5bfc-4bf3-ac43-153c43671f0e
          messageId: 774f5cf8-5bfc-4bf3-ac43-153c43671f04
          messageIndex: 1
          channelId: EMAIL
          messageType: REPLY
          messageDirection: INCOMING
          providerDialogId: bb4f5cf8-5bfc-4bf3-ac43-153c43671f0e
          providerMessageId: 774f5cf8-5bfc-4bf3-ac43-153c43671f04
          privateMessage: false
          body:
            elementType: TEXT
            payload: message text content
            elementText:
              text: I want to order some coffee
              textFormat: PLAINTEXT
          header:
            priority: important
            sensitivity: sensetive
            encoding: utf-8
            subject: Title of the message
            from: email1@email.com
            to:
            - email2@email.com
            cc:
            - email3@email.com
            bcc:
            - email4@email.com
            replyTo: email2@email.com
            providerMessageTimestamp: '2023-11-16T05:57:44.000Z'
            messageSourceServerTag: Tag1
            clientDeviceTag: ios-device-1
            additionalHeaders:
              header1: added property
          parts:
          - partId: 774f5cf8-5bfc-4bf3-ac43-153c43671f04
            name: file.png
            contentType: application/text
            size: 3500
            url: https://service-domain.com/file.png
            captionText: Image showing and issue
            thumbnailUrl: https://somedomain.com/thumb.png
            additionalProperties:
              property1: added properties
          messageReceivedTimestamp: '2023-11-16T05:57:44.000Z'
          senderParticipantName: shane
          senderParticipantType: CUSTOMER
          senderParticipantId: 591c2529-c3a3-4062-a213-b239c18f543b
          recipientParticipants:
          - displayName: John
            participantType: AGENT
            participantId: cdf184ec-8278-11eb-8dcd-0242ac130003
          dialogDirection: INCOMING
          businessAccountName: '+50224154620'
          sourceType: Facebook
          nluMetadata:
            intents:
            - intent: order
              confidence: 0.1588214785085711
            entities:
            - entity: beverage
              value: coffee
            sentiment:
              label: POSITIVE
              score: 0.9588214785085711
            language: en-us
        links:
          prev: /api/digital/transcript/v1/accounts/{accountId}/engagements/{engagementId}/messages?pageNumber=2&pageSize=15
          next: /api/digital/transcript/v1/accounts/{accountId}/engagements/{engagementId}/messages?pageNumber=4&pageSize=15
    ErrorConstraintViolation:
      description: Constraint Violation
      value:
        type: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#constraint-violation
        title: Constraint Violation
        status: 400
        detail: A problem that indicates a syntactically correct, yet semantically illegal request. The Server can not process
          this request until the client resolves the semantic errors described in the violations section.
        violations:
        - field: integrationId
          message: must match "^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$"
          code: 20006
    ErrorUnauthorized:
      description: Unauthorized
      value:
        type: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#unauthorized
        title: Unauthorized
        status: 401
        detail: This operation requires authentication. See https://developers.avayacloud.com/onecloud-ccaas/docs/how-to-authenticate-with-ccaas-apis
    ErrorForbidden:
      description: Forbidden
      value:
        type: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#forbidden
        title: Forbidden
        status: 403
        detail: According to the access control policy the current user and/or integrationId does not have permission to access
          this resource.
    TooManyRequests:
      description: Too Many Requests
      value:
        type: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#too-many-requests
        title: Too Many Requests
        status: 429
        detail: Too many requests, please retry later
    ErrorNotFound:
      description: Not Found
      value:
        type: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#not-found
        title: Not Found
        status: 404
        detail: Either there is no API method associated with the URL path of the request, or the request refers to one or
          more resources that were not found.
    ErrorInternalServerError:
      description: Server Error
      value:
        type: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#server-error
        title: Server Error
        status: 500
        detail: An internal server error was encountered.