CloudTalk Conversation Intelligence API

openapi: 3.0.1
info:
  title: CloudTalk Agents Conversation Intelligence API
  description: "# Introduction\nWelcome to CloudTalk API reference! Many of these businesses use the CloudTalk API to automate and enhance their customer support with CloudTalk Support. With CloudTalk we are re-building telco industry from the ground and taking it to the next level with first-class customer support system. Please find below the full documenation to CloudTalk.\n\n# API Overview\n\nThe API is organized around the following resources:\n\nAPI Area | Description\n----------------|-------------\nCalls | Browse your call history, download recordings and access all your calls data.\nContacts | Create and update Contacts. Use filters to get lists of Contacts, or access their profiles individually.\nNumbers | Automate Numbers modifications. List all your numbers.\nAgents | Create or update your Agents, access their settings.\nConversation Intelligence | Get Conversation Intelligence data about your calls.\nVoiceAgent | Initiate VoiceAgent calls\n\n\n[JSON](http://www.json.org/) is returned in all responses. XML is not supported.\n\nThe API also uses common approaches for the following:\n\nFunction | Description\n----------------|-------------\nData | API data is JSON encoded with UTF-8. API JSON is either a single object or a list of objects.\nErrors | 4xx and 5xx responses returning JSON with error codes\nRate Limiting | Controls how many requests can be made in a time window\nHTTP | Methods are used in accordance with HTTP (GET POST and DELETE are the primary methods used) and resources are identified using URIs. All API requests are sent over HTTPS.\n\n\n## Authentication\n\nThis is an HTTPS-only API. Authentication is based on API Access Key ID and Access Key Secret. The API Access Key ID and Access Key Secret is passed via HTTP Basic Authentication.\n\n Basic Auth credentials are used to determine on which project should this request be executed on. List of all Basic Auth credentials for the project can be found by Administrators in the Cloudtalk Dashboard Account → Settings → API keys tab.\n\nTo try the API via curl on the command-line, the general form used would be:\n```\ncurl -u ACCESS_KEY_ID:ACCESS_KEY_SECRET API_URL\n```\n\nFor instance, you would execute:\n```\ncurl -u ABCDEFGHIJTESTKEY1:X05Dg4c331c3h61An https://my.cloudtalk.io/api/calls/index.json\n```\n\n## Usage\n\nThe API may rate limit submission of requests for your application. Such limits are managed as an allowed number of operations per time window, where an operation might be read or an update. In that case a **'429 Too Many Requests'** response code will be returned along with the following headers -\n\nHeader name | Description\n----------------|-------------\nX-CloudTalkAPI-Limit | Maximum number of API requests allowed in the current time window.\nX-CloudTalkAPI-Remaining | Number of API requests left in the current window.\nX-CloudTalkAPI-ResetTime | Time when rate limit window will be reset as a Unix timestamp.\n\nNote that the default rate limit is **60 operations per minute per company**. If you need to make more requests, please contact our support with detailed explanation of your use case.\n\n## Response Envelopes\n\n**Note:** Conversation Intelligence doesn't follow envelopes.\n\nThe API returns one of three envelopes depending upon the request issued:\n\n1. Single Item Envelope\n2. Collections Envelope\n3. Error Envelope\n\n### Single Item Envelope\n\nAll dates/times are returned in ISO8601 format and in UTC timezone.\n\n```\nStatus: 200 OK\n{\n    \"responseData\": {\n        \"id\": 123,\n        ...\n        \"created\": \"2018-01-10 12:34:56\"\n    }\n}\n```\n\n### Collections Envelope\n\nAll dates/times are returned in ISO8601 format and in UTC timezone.\n\n```\nStatus: 200 OK\n{\n    \"responseData\": {\n        \"itemsCount\": 65,\n        \"pageCount\": 3,\n        \"pageNumber\": 1,\n        \"limit\": 30,\n        \"data\": [\n            {\n                \"id\": 123,\n                ...\n                \"created\": \"2018-01-10 12:34:56\"\n            },\n            {\n                \"id\": 456,\n                ...\n                \"created\": \"2017-10-19 09:21:29\"\n            },\n            ...\n        ]\n    }\n}\n```\n\n### Error Envelope\n\n```\nStatus: 404 Not Found\n{\n    \"responseData\": {\n        \"status\": 404,\n        \"message\": \"Not Found\"\n    }\n}\n```\n\n## Encoding\n\nData is encoded as defined by JSON in [RFC4627](http://www.ietf.org/rfc/rfc4627.txt). The default encoding for APIs is UTF-8.\n\nSome query parameters may need to be [url encoded](https://www.wikiwand.com/en/Percent-encoding) when sending - for example, the email parameter value used to query users should be encoded.\n\n## Use of HTTP\n\nRequest methods are used in accordance with HTTP -\n\n- `GET` is used to access resources and perform queries. The API does not allow modifications (creates, updates, deletes) to occur via GET.\n- `PUT` is used to create resources.\n- `POST` is used to update resources. PATCH is not currently used by the API.\n- `DELETE` is used to delete resources.\n\nResponses use standard HTTP codes. Where there are client or server errors, a list of of one or more errors in JSON format is returned in the body.\n\nThe `Accept` header must be used by a client used to indicate a preferred response for `GET/HEAD` requests. Requests without an `Accept` header of `application/json` may be rejected with a client error of 404 or 406. The `Content-Type` header should be used by clients to indicate the submitted format for `POST/PUT` requests."
  contact:
    name: CloudTalk API Support
    url: https://www.cloudtalk.io/contact
  version: '1.7'
  x-logo:
    url: https://my.cloudtalk.io/img/logo-cloudtalk-color.png
servers:
- url: https://my.cloudtalk.io/api
tags:
- name: Conversation Intelligence
  description: Conversation Intelligence data about your calls.
paths:
  /ai/calls/{callId}/summary:
    get:
      servers:
      - url: https://api.cloudtalk.io/v1
      tags:
      - Conversation Intelligence
      summary: Summary
      parameters:
      - $ref: '#/components/parameters/callId'
      responses:
        '200':
          description: Information about a given call's summary
          content:
            application/json:
              schema:
                type: object
                properties:
                  callId:
                    type: number
                    description: ID of the call
                  summary:
                    type: string
                    description: Summary of the call
                required:
                - callId
                - summary
              example:
                callId: 12345
                summary: This is a summary of the call.
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
        '500':
          $ref: '#/components/responses/InternalServerError'
  /ai/calls/{callId}/overall-sentiment:
    get:
      servers:
      - url: https://api.cloudtalk.io/v1
      tags:
      - Conversation Intelligence
      summary: Overall sentiment
      parameters:
      - $ref: '#/components/parameters/callId'
      responses:
        '200':
          description: Information about a given call's overall sentiment
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/CallOverallSentiment'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
        '500':
          $ref: '#/components/responses/InternalServerError'
  /ai/calls/{callId}/talk-listen-ratio:
    get:
      servers:
      - url: https://api.cloudtalk.io/v1
      tags:
      - Conversation Intelligence
      summary: Talk-listen ratio
      parameters:
      - $ref: '#/components/parameters/callId'
      responses:
        '200':
          description: Information about a given call's talk-listen ratio
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/CallTalkListenRatio'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
        '500':
          $ref: '#/components/responses/InternalServerError'
  /ai/calls/{callId}/topics:
    get:
      servers:
      - url: https://api.cloudtalk.io/v1
      tags:
      - Conversation Intelligence
      summary: Topics
      parameters:
      - $ref: '#/components/parameters/callId'
      - $ref: '#/components/parameters/paginationLimit'
      - $ref: '#/components/parameters/paginationOffset'
      responses:
        '200':
          description: Information about a given call's topics
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/CallTopics'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
        '500':
          $ref: '#/components/responses/InternalServerError'
  /ai/calls/{callId}/transcription:
    get:
      servers:
      - url: https://api.cloudtalk.io/v1
      tags:
      - Conversation Intelligence
      summary: Transcription
      parameters:
      - $ref: '#/components/parameters/callId'
      - $ref: '#/components/parameters/paginationLimit'
      - $ref: '#/components/parameters/paginationOffset'
      responses:
        '200':
          description: Information about a given call's transcription
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/CallTranscription'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
        '500':
          $ref: '#/components/responses/InternalServerError'
  /ai/calls/{callId}/smart-notes:
    get:
      servers:
      - url: https://api.cloudtalk.io/v1
      tags:
      - Conversation Intelligence
      summary: Smart notes
      parameters:
      - $ref: '#/components/parameters/callId'
      responses:
        '200':
          description: Information about a given call's smart notes
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/CallSmartNotes'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
        '500':
          $ref: '#/components/responses/InternalServerError'
  /ai/calls/{callId}/details-link:
    get:
      servers:
      - url: https://api.cloudtalk.io/v1
      tags:
      - Conversation Intelligence
      summary: Link to the call details page
      parameters:
      - $ref: '#/components/parameters/callId'
      responses:
        '200':
          description: Link to the details of the call in the analytics
          content:
            application/json:
              schema:
                type: object
                properties:
                  link:
                    type: string
                    description: Link to the details of the call in the analytics
                required:
                - link
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
        '500':
          $ref: '#/components/responses/InternalServerError'
components:
  schemas:
    CallSmartNotes:
      type: object
      properties:
        callId:
          type: number
          description: ID of the call
        smartNotes:
          type: object
          description: Smart notes of the call
          properties:
            callDetails:
              $ref: '#/components/schemas/CallDetailsNote'
            actionItems:
              type: array
              description: Specific tasks assigned during the call
              items:
                type: string
            decisionsMade:
              type: array
              description: Important decisions agreed upon during the call
              items:
                type: string
            openQuestions:
              type: array
              description: Questions that need to be addressed after the call
              items:
                type: string
            importantDatesAndDeadlines:
              $ref: '#/components/schemas/ImportantDatesAndDeadlinesNotes'
            risksAndIssues:
              type: array
              description: Identify potential risks or issues discussed during the call
              items:
                type: string
            customerFeedback:
              type: array
              description: Highlight feedback from customers that can inform product development or service improvement
              items:
                type: string
          required:
          - callDetails
      required:
      - callId
      - smartNotes
      example:
        callId: 12345
        smartNotes:
          callDetails:
            callDateTime: '2024-01-01T21:00:00Z'
            participants:
            - name: Jone Smith
              jobPosition: Job position
              company: Company
              callerType: agent
            - name: Tatiana Rogers
              callerType: contact
            callMetadata: Reservation number
          actionItems:
          - Determine the final price
          decisionsMade:
          - Make an order
          openQuestions:
          - Final price
          importantDatesAndDeadlines:
          - dateMention: '2024-01-11T10:00:00Z'
            eventDescription: Repeat the call
          risksAndIssues:
          - Concern about the cost of the services
          customerFeedback:
          - Good service
    ImportantDatesAndDeadlinesNotes:
      type: array
      description: Capture significant dates mentioned, with clickable links to add them directly to the calendar
      items:
        type: object
        properties:
          dateMention:
            type: string
            description: Date and time of the event
            format: date-time
          eventDescription:
            type: string
            description: Description of the event
        required:
        - dateMention
        - eventDescription
    CallTopic:
      type: object
      properties:
        spans:
          type: array
          items:
            $ref: '#/components/schemas/CallTopicSpan'
        topic:
          type: string
          description: Topic of the call
        weight:
          type: number
          description: Weight of the topic
      required:
      - spans
      - topic
      - weight
    CallOverallSentiment:
      type: object
      properties:
        callId:
          type: number
          description: ID of the call
        overallSentiment:
          type: string
          description: Overall sentiment of the call
          enum:
          - very negative
          - negative
          - neutral
          - positive
          - very positive
      required:
      - callId
      - overallSentiment
      example:
        callId: 12345
        overallSentiment: positive
    CallTalkListenRatio:
      type: object
      properties:
        callId:
          type: number
          description: ID of the call
        talkListenRatio:
          type: array
          items:
            type: object
            properties:
              caller:
                type: string
                description: Caller local identifier
              talkingTime:
                type: number
                description: Talking time of the caller in seconds
              ratio:
                type: number
                description: Talk to listen ratio of the caller in percentage
            required:
            - caller
            - talkingTime
            - ratio
        callers:
          type: array
          items:
            $ref: '#/components/schemas/Caller'
      required:
      - callId
      - talkListenRatio
      - callers
      example:
        callId: 12345
        talkListenRatio:
        - caller: caller1
          talkingTime: 120
          ratio: 60
        - caller: caller2
          talkingTime: 80
          ratio: 40
        callers:
        - id: 5000
          type: contact
          localIdentifier: caller1
        - id: 1000
          type: agent
          localIdentifier: caller2
    Caller:
      type: object
      properties:
        type:
          type: string
          enum:
          - agent
          - contact
          description: Type of caller
        id:
          type: integer
          description: Caller ID if exists in the system
          nullable: true
        localIdentifier:
          type: string
          description: Local identifier of the caller
      required:
      - id
      - type
      - localIdentifier
      example:
        id: 1000
        type: agent
        localIdentifier: caller1
    CallTopicSpan:
      type: object
      properties:
        end:
          type: number
          description: End time of the span in seconds
        text:
          type: string
          description: Transcription of the span
        start:
          type: number
          description: Start time of the span in seconds
        caller:
          type: string
          description: Caller local identifier
      required:
      - end
      - text
      - start
      - caller
    CallTopics:
      type: object
      properties:
        data:
          type: object
          properties:
            callId:
              type: number
              description: ID of the call
            topics:
              type: array
              items:
                $ref: '#/components/schemas/CallTopic'
            callers:
              type: array
              items:
                $ref: '#/components/schemas/Caller'
          required:
          - callId
          - topics
          - callers
        pagination:
          $ref: '#/components/schemas/Pagination'
      required:
      - data
      - pagination
      example:
        data:
          callId: 12345
          topics:
          - spans:
            - end: 3.182
              text: Let's start the discussion in this group.
              start: 1.867
              caller: caller1
            topic: Group Call
            weight: 0.5
          callers:
          - id: 5000
            type: contact
            localIdentifier: caller1
          - id: 1000
            type: agent
            localIdentifier: caller2
        pagination:
          limit: 1
          offset: 0
          total: 10
    CallTranscription:
      type: object
      properties:
        data:
          type: object
          properties:
            callId:
              type: number
              description: ID of the call
            segments:
              type: array
              items:
                type: object
                properties:
                  start:
                    type: number
                    description: Start time of the segment in seconds
                  end:
                    type: number
                    description: End time of the segment in seconds
                  caller:
                    type: string
                    description: Caller local identifier
                  text:
                    type: string
                    description: Transcription text of the segment
                required:
                - start
                - end
                - caller
                - text
            callers:
              type: array
              items:
                $ref: '#/components/schemas/Caller'
            language:
              type: string
              description: Language of the transcription
          required:
          - callId
          - segments
          - callers
          - language
        pagination:
          $ref: '#/components/schemas/Pagination'
      required:
      - data
      - pagination
      example:
        data:
          callId: 12345
          segments:
          - start: 1.501
            end: 4.599
            caller: caller2
            text: Hello, I would like to ask for help.
          - start: 5.173
            end: 8.599
            caller: caller1
            text: Hi. What's your issue?
          callers:
          - id: 5000
            type: contact
            localIdentifier: caller1
          - id: 1000
            type: agent
            localIdentifier: caller2
          language: en
        pagination:
          limit: 2
          offset: 0
          total: 10
    CallDetailsNote:
      type: object
      description: Significant updates discussed during the call
      properties:
        callDateTime:
          type: string
          description: Date and time of the call
          format: date-time
        participants:
          type: array
          description: Name, position and company of participants of the call
          items:
            type: object
            properties:
              name:
                type: string
                description: First and last name
              jobPosition:
                type: string
                description: Job position
              company:
                type: string
                description: Company name
              callerType:
                type: string
                description: Caller type
                enum:
                - agent
                - contact
            required:
            - callerType
        callMetadata:
          type: string
          description: Metadata such as location, reservation number, etc
        required:
        - callDateTime
        - participants
    Pagination:
      type: object
      properties:
        limit:
          type: integer
          description: Maximum number of items to return
          example: 10
        offset:
          type: integer
          description: Offset of the returned items
          example: 0
        total:
          type: integer
          description: Total number of items
          example: 100
      required:
      - limit
      - offset
      - total
  parameters:
    paginationOffset:
      name: offset
      in: query
      description: Offset the list of returned items by this amount
      required: false
      schema:
        type: integer
        minimum: 0
        default: 0
    callId:
      name: callId
      in: path
      required: true
      description: Call ID
      schema:
        type: number
    paginationLimit:
      name: limit
      in: query
      description: Maximum number of items to return
      required: false
      schema:
        type: integer
        minimum: 1
  responses:
    NotFound:
      description: Not found
      content:
        application/json:
          schema:
            type: object
            properties:
              code:
                type: string
                description: Error code
                example: NOT_FOUND
              message:
                type: string
                description: Error message
                example: The requested resource was not found.
    InternalServerError:
      description: Internal server error
      content:
        application/json:
          schema:
            type: object
            properties:
              code:
                type: string
                description: Error code
                example: INTERNAL_SERVER_ERROR
              message:
                type: string
                description: Error message
                example: An unexpected error occurred on the server.
    Unauthorized:
      description: Unauthorized
      content:
        application/json:
          schema:
            type: object
            properties:
              code:
                type: string
                description: Error code
                example: UNAUTHORIZED
              message:
                type: string
                description: Error message
                example: You are not authorized to access this resource.
    BadRequest:
      description: Bad request
      content:
        application/json:
          schema:
            type: object
            properties:
              code:
                type: string
                description: Error code
                example: BAD_REQUEST
              message:
                type: string
                description: Error message
                example: The request could not be understood or was missing required parameters.