interactionID

String

This parameter represents the id of interaction to get history details.

{
  "interactionID": "45550"
}

id

String

The id of interaction.

threadID

String

The id of the case that the interaction is in. If it's the same as the id, then it's the root interaction.

date

String

The date the interaction was created.

type

String

The type of interaction. See the user guide for examples of interaction types.

tags

String

Tags are used to label interactions for special display. For example, open quote tickets contain a tag to mark them for display in the Open Quotes pages.

subject

String

The subject of the interaction.

subjectBare

String

The subject without the reference number prepended.

status

String

This is the current status of the interaction. See the user guide for examples of statuses.

customerID

String

The id of the contact that owns the interaction (e.g., sender of email).

customerName

String

The name the contact that owns the interaction.

bodyPlain

String

This is body content of message without html format

bodyHtml

String

The HTML version of the interaction body.

note

String

Private comments entered by an agent for the interaction.

interactionProperties

Array

This returns an array of property values, if property values are set in the interaction.See Properties for Display to see the structure of properties.

caseproperties

Array

This returns all an array of case properties and their values if property values are set in the interaction.

attachments

Array

An array of attachments which are included with the interaction.

statusAudit

Array

An array of strings. Status audit records are recorded for every change in status of the interaction. For example, agent assignment, topic change, resolved status, etc.

statusAudit[].timestamp

String

The time the action occured.

statusAudit[].date

String

This returns the date of interaction.

statusAudit[].action

String

The action performed on the interaction, such as assigned via Get Next.

statusAudit[].modifierID

String

The ID of the user that performed the action.

statusAudit[].modifierName

String

The name of the user that performed the action.

statusAudit[].topicID

String

The topic id of the interaction.

statusAudit[].topicName

String

The name of the topic to which the interaction is assigned.

statusAudit[].assignedToID

Number

The id of the agent assigned to the interaction.

statusAudit[].assignedToName

Number

The full name of the agent if the message is assigned to an agent.

statusAudit[].statusID

String

The ID of the status of the interaction

statusAudit[].statusName

String

The short name for the status change.

segmentID

String

This has the value of the segment id in which interaction belongs to.

segmentName

String

This has the value of the segment name in which interaction belongs to.

topicID

String

This has the value of topic id in which interaction belongs to.

topicName

String

This has the value of the topic name in which interaction belongs to.

assignedToID

String

This is the id of the agent if the message is assigned to any agent.

assignedToName

String

This is the full name of the agent if the message is assigned to any agent.

modifiedByName

String

This is the full name of the agent who modified the interaction.

approvedByName

String

This is the full name of the agent who approved the ticket,CM etc.

resolvedByName

String

This is the name of the agent if the message is resolved by any agent.

fromAddress

String

Email address who has initiated the interaction.

toAddress

String

The email address to which the interaction was sent. This will be blank for customer and agent tickets.

headerFrom

String

This shows the email address from which ticket was submitted.

headerTo

String

This shows the email address of the person to whom E-mail is being sent.

cc

String

This is the email address of cc if added in the message.

bcc

String

This is the email address of bcc if added in the message.

history

Array

An array of strings. This provides basic information about the interaction.

history[].Id

String

This returns the id of interaction.

history[].subject

String

This returns the subject of interaction.

history[].type

String

This is a type of interaction like Agent Email or Note or Ticket.

history[].tag

Array

An array of strings. Tags are used to label interactions for special handling in the user interface.

history[].date

String

This returns the date of interaction.

{
  "id": "45550",
  "threadID": "45550",
  "date": "2021-10-28T20:31:22.3770000Z",
  "type": "Ask A Question",
  "tags": [],
  "subject": "[ref#: 45550-45550] Can I pay with any credit card?",
  "subjectBare": "Can I pay with any credit card?",
  "status": "Queued",
  "customerID": "156",
  "customerName": "John Bastion",
  "bodyPlain": "I want to buy a smart TV from your store using my reward card. Do you support this type of payment? If not, which credit cards do you support?\r\n",
  "bodyHtml": "I want to buy a smart TV from your store using my reward card. Do you support this type of payment? If not, which credit cards do you support?",
  "note": "",
  "interactionProperties": [],
  "caseProperties": [],
  "attachments": [],
  "statusAudit": [
    {
      "timeStamp": "/Date(1635453082377)/",
      "date": "2021-10-28T20:31:22.3770000Z",
      "action": "Anonymous -> Form Submit (118) -> Ticket/AAQ -> Ask A Question -> Create Composition",
      "modifierID": "156",
      "modifierName": "John Bastion",
      "topicID": "7",
      "topicName": "e-shop -- All Topics -- Technical Support",
      "assignedToID": null,
      "assignedToName": null,
      "statusID": "1",
      "statusName": "Unassigned"
    }
  ],
  "segmentID": "2",
  "segmentName": "e-shop",
  "topicID": "40",
  "topicName": "Televisions",
  "assignedToID": "510",
  "assignedToName": "Niraj Raba",
  "modifiedByName": "bhavin.patel@iservice.info",
  "approvedByName": "",
  "resolvedByName": "",
  "fromAddress": "customer8@1to1service.com",
  "toAddress": "",
  "headerFrom": "customer8@1to1service.com",
  "headerTo": "",
  "cc": "",
  "bcc": "",
  "history": [
    {
      "id": "45550",
      "subject": "[ref#: 45550-45550] Can I pay with any credit card?",
      "type": "Ask A Question",
      "tags": [],
      "date": "2021-10-28T20:31:22.3770000Z"
    }
  ]
}