Get Conversations By Custom Insights

Returns calls/conversations that match either system-detected opportunities OR custom insight rules.

System-Detected Opportunities:

Automatically identified by the platform using indicator 93 (Missed Opportunity score > 50)

Represented with insight_id = 0

Custom Insight Opportunities:

User-defined rules combining indicators and call metadata

Represented with insight_id > 0

Query parameters:

insight_ids: Filter by specific insight IDs (comma-separated). Use 0 for system-detected, or provide multiple IDs (e.g., 1,2,3). If not provided, returns all opportunities.

limit: Maximum number of conversations to return (default: 100, max: 1000).

offset: Number of conversations to skip for pagination (default: 0).

sort_by: Field to sort by (call_started, duration, caller_id) - default: call_started.

sort_order: Sort direction (asc, desc) - default: desc.

Behavior:

Returns calls matching EITHER system-detected OR custom insights (UNION).

A single call may match multiple insights.

Results are paginated and sorted by call_started DESC.

Response:

Array of conversations with call details.

Includes indicators (scores) for each call.

Includes AI summary, transcription, and transcription_details (if available).

Total count for pagination.

Recording URLs if available.

Bearer Token

Provide your bearer token in the

Authorization

header when making requests to protected resources.

Example:

Authorization: Bearer ********************

{ "code": 200, "message": "Success", "data": { "opportunities": [ { "insight_name": "System-Detected Opportunity", "call_id": 12345, "caller_id": "+15551234567", "tracking_number": "+15559876543", "call_started": "2026-04-01T10:30:00.000Z", "duration": 125, "disposition": "ANSWERED", "org_unit_id": 123, "org_unit_name": "Sales Team", "recording_url": "https://example.com/recording.mp3", "indicators": [ { "indicator_id": 18, "score_id": 4567, "score_value": 82, "indicator_name": "Conversion", "external_id": "conv-01", "indicator_active": true, "indicator_created": "2025-12-01T00:00:00.000Z", "agent": "agent@email.com", "scorecard": "Sales Scorecard", "outcome": "won" } ], "summary": "Customer asked about financing.", "transcription": "Caller: I need a roof inspection...", "transcription_details": [ { "channel": "Customer", "time": "00:12", "text": "Hello, I need help with my account" } ] } ], "total": 150, "limit": 100, "offset": 0 }, "request_id": "550e8400-e29b-41d4-a716-446655440000", "timestamp": "2026-01-20T12:34:56.789Z" }

Get Conversations By Custom Insights

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