Access of canned response usu age in the interactions

Analytics and Reporting
1

Hi,

This is a two part question. Any advice on how to build this would be appreciated

Would it be possible to check which type of canned response is used in the interactions (chat and email) through the response management api and conversation details end points?

While accessing the using client_id, client_secret_id gives a 403 error , what kind of permissions would be required for this ? https://api.mypurecloud.com/api/v2/responsemanagement/responses/{responseId}

Thanks

2

Canned responses aren't sent, they're just pasted into the editor window. There's no way to track that unless you download and parse all of the email recordings.

Permissions for each API are in the documentation: https://developer.mypurecloud.com/api/rest/v2/responsemanagement/. However, that particular API doesn't document requiring any permissions. The response body of a 403 usually notes the permission required. Can you provide a context ID from the response?

3

This would also be a good enhancement request to keep track of. You can submit a request via the ideas portal here: https://purecloud.ideas.aha.io/ideas

4

Hi,

Thanks for getting back. I am not sure what it means by the responses are copied to editor window, is there way to check which response ids are clicked when certain interaction(chat or email) is live?

Here is the response body while accessing the a particular responseid

{'status': 403,
'code': 'forbidden',
'message': "Permission is forbidden on domain, 'responses', entity 'response`, with action set '[view]'",
'contextId': '3130da30-21a4-4235-94d1-9a2a641bc77c',
'details': [],
'errors': []}

Thanks

5

Have you tried granting yourself the responses>response>view permission?

6

I am not sure if i need to have the access, i am using client id , secret id authentication method for accessing the api end points

7

Client IDs don't automatically have access to everything. You need to make sure to give your client ID the correct permissions first. That said, I'm not sure that API works with client credentials but worth trying.

8

Thanks I will try and check

9

Thanks I was able access the response management end points by adding the canned_responses permissions for client_id. Is there is any feature connecting the conversations and canned response id like sipResponseCodes, q850ResponseCodes. Please help on how to proceed further?

10

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