The search interaction API is used to locate interactions within your iService database. All interaction types (customer email, customer tickets, agent responses, etc.) other than FindAnswers (Knowledge Base Articles) can be searched using this API. See the user guide for details on the interaction types within iService. For details on searching interactions within the iService user interface, see the user guide and page mockup.
This API form only has a single endpoint: search
Purpose
The search API is used to find interactions within a tenant.
UI Reference: The API is used in pages where a list of interactions is required. This includes pages like Manage Messages that show questions, and Manage KB Articles that show knowledge base articles. It is used in the Search Interactions page to find interactions.
URI: webapp-api-mqsearch?api=search
Request
The request contains the various search values, such as content within the subject line of a message, used in the search. These values are organized into fields that have grouping for and/or operations.
Request Parameters
Name |
Type |
Description |
|---|---|---|
fields |
Object |
Object containing the search groups that are logically combined with an AND operator. |
fields[].groups |
Array |
An array of fields that are grouped together with an AND operator. |
fields[].groups[].fields |
Object |
This parameter contains the object of search fields with search parameters/values. |
fields[].groups[].fields[].where |
String |
This parameter represents how to compare search values like anywhere or start or end or entire. |
fields[].groups[].fields[].fieldID |
String |
This parameter represents the field name to compare with search values. |
fields[].groups[].fields[].searchString |
String |
This parameter represents search value. |
pageNum |
Integer |
This parameter represents current page no. |
perPage |
Integer |
This parameter represents how many records we want in one page. |
sort |
Number |
This parameter represents the sorting method of records. |
Request Payload Example
{ |
Response
The response includes the search results, which is an array of interactions.
Response Parameters
Name |
Type |
Description |
|---|---|---|
errors |
Array |
An array of strings. Returns the error message if an error is encountered, otherwise a blank array if there is no error. |
errorDetails |
Array |
An array of strings. Provides detailed information about the error encountered, otherwise returns a blank array if no error is encountered. |
resultCount |
String |
This returns the total count of the response's data. |
interactions |
Array |
This returns a list of objects with all interaction details. |
interactions[].id |
String |
This returns the id of interaction. |
interactions[].threadID |
String |
This represents the root case ID. |
interaction[].subject |
String |
This returns the subject of interaction. |
interaction[].subjectBare |
String |
The subject without the reference number prepended. |
interaction[].date |
String |
This returns the date of interaction. |
interaction[].topicID |
String |
This has the value of topic id in which interaction belongs to. |
interaction[].topicName |
String |
This has the value of the topic name in which interaction belongs to. |
interaction[].segmentName |
String |
This has the value of the segment name in which interaction belongs to. |
interaction[].rating |
String |
This represents the average rating of an article/interaction. |
interaction[].viewCount |
String |
This has a total view count of interaction. |
interaction[].customerID |
String |
This returns the id of the customer. |
interaction[].customerName |
String |
This returns the name of the customer. |
interaction[].fromaddress |
String |
Email address who has initiated the interaction. |
interaction[].agentName |
String |
This has an email address who has initiated the interaction. |
interaction[].assignedToID |
String |
This has an id of an agent who has been assigned to this interaction. |
interaction[].headerFrom |
String |
This is the E-mail address of the sender. |
interaction[].resolvedByName |
String |
This has an Agent name if it is resolved by any agent. |
interaction[].type |
String |
This is a type of interaction like Agent Email or Note or Ticket. |
interaction[].tags |
Array |
Tags are used to label interactions for special display . For example, open quote tickets contain a tag to mark for display in Open Quote pages. |
interaction[].status |
String |
This is the status value of interaction according to interaction type. |
interaction[].attachments |
Array |
This has all the attachments which are added in interaction. |
interaction[].properties |
Array |
This returns all properties and their values if property value set in interaction. |
Response Example
{ |
