Journey information

[Alessandro_Casolla]

Hello,

we want to build a page that shows the journey of a customer and embed it inside a CRM, in the same way that genesys has done with Salesforce and the journey view.

What API should i use to retrieve the journey of a customer by interaction id ?

I have only found analytics aggregates query :

https://developer.genesys.cloud/api/rest/v2/analytics/journeys

but nothing that returns the history of a journey.

Thx,

Alessandro

[William_Clifford]

Hi Alessandro,

To load a Journey you will first need an externalContactId or customerId/customerIdType which you can obtain from the interaction details:
GET /api/v2/conversations

To retrieve the journey we then piece together some information from various endpoints.
The most important to show a basic journey are:

1. Retrieving Sessions
   by externalContactId:
   GET /api/v2/journey/externalcontacts/{externalContactId}/sessions (Preferable where possible)
   OR
   Sessions by customerId/customerIdType:
   GET /api/v2/journey/customers/{customerIdType}/{customerId}/sessions

2. For each session you will then need to retrieve the events for that session, which we use to populate the journey timeline:
   GET /api/v2/journey/sessions/{sessionId}/events

3. Additional information such as Segment matches and Outcomes achieved can be retrieved on a per session basis:
   GET /api/v2/journey/sessions/{sessionId}/segments
   GET /api/v2/journey/sessions/{sessionId}/outcomescores

Some extra information for segments and outcomes such as names and colours can be retrieved using segment and outcome related endpoints here:
Journey Endpoints
Unfortunately some of the others mentioned above don't appear to be listed here yet.

I hope this helps with your query.

Regards,
William

[Alessandro_Casolla]

@William_Clifford

others

William thx for your detailed reply.
The issue was that we didn't find the api listed on the docs, but now we have something to work with.

[tim.smith]

@William_Clifford

Unfortunately some of the others mentioned above don't appear to be listed here yet.

About half of the Journey APIs aren't yet released. Once Journey becomes GA, they'll be moved out of the preview resources and into the published Journey resources. https://developer.genesys.cloud/api/rest/v2/previewapis/