conversations

Creates, updates, deletes, gets or lists a conversations resource.

Overview

Name	`conversations`
Type	Resource
Id	`google.contactcenterinsights.conversations`

Fields

The following fields are returned by SELECT queries:

get
list

Name	Datatype	Description
`name`	`string`	Immutable. The resource name of the conversation. Format: projects/{project}/locations/{location}/conversations/{conversation}
`agentId`	`string`	An opaque, user-specified string representing the human agent who handled the conversation.
`callMetadata`	`object`	Call-specific metadata. (id: GoogleCloudContactcenterinsightsV1ConversationCallMetadata)
`correlationInfo`	`object`	Output only. Info for correlating across conversations. (id: GoogleCloudContactcenterinsightsV1ConversationCorrelationInfo)
`createTime`	`string (google-datetime)`	Output only. The time at which the conversation was created.
`dataSource`	`object`	The source of the audio and transcription for the conversation. (id: GoogleCloudContactcenterinsightsV1ConversationDataSource)
`dialogflowIntents`	`object`	Output only. All the matched Dialogflow intents in the call. The key corresponds to a Dialogflow intent, format: projects/{project}/agent/{agent}/intents/{intent}
`duration`	`string (google-duration)`	Output only. The duration of the conversation.
`expireTime`	`string (google-datetime)`	The time at which this conversation should expire. After this time, the conversation data and any associated analyses will be deleted.
`labels`	`object`	A map for the user to specify any custom fields. A maximum of 100 labels per conversation is allowed, with a maximum of 256 characters per entry.
`languageCode`	`string`	A user-specified language code for the conversation.
`latestAnalysis`	`object`	Output only. The conversation's latest analysis, if one exists. (id: GoogleCloudContactcenterinsightsV1Analysis)
`latestSummary`	`object`	Output only. Latest summary of the conversation. (id: GoogleCloudContactcenterinsightsV1ConversationSummarizationSuggestionData)
`medium`	`string`	Immutable. The conversation medium. (MEDIUM_UNSPECIFIED, PHONE_CALL, CHAT)
`metadataJson`	`string`	Optional. JSON metadata encoded as a string. This field is primarily used by Insights integrations with various telephony systems and must be in one of Insight's supported formats.
`obfuscatedUserId`	`string`	Obfuscated user ID which the customer sent to us.
`qualityMetadata`	`object`	Conversation metadata related to quality management. (id: GoogleCloudContactcenterinsightsV1ConversationQualityMetadata)
`runtimeAnnotations`	`array`	Output only. The annotations that were generated during the customer and agent interaction.
`startTime`	`string (google-datetime)`	The time at which the conversation started.
`transcript`	`object`	Output only. The conversation transcript. (id: GoogleCloudContactcenterinsightsV1ConversationTranscript)
`ttl`	`string (google-duration)`	Input only. The TTL for this resource. If specified, then this TTL will be used to calculate the expire time.
`turnCount`	`integer (int32)`	Output only. The number of turns in the conversation.
`updateTime`	`string (google-datetime)`	Output only. The most recent time at which the conversation was updated.

Name	Datatype	Description
`name`	`string`	Immutable. The resource name of the conversation. Format: projects/{project}/locations/{location}/conversations/{conversation}
`agentId`	`string`	An opaque, user-specified string representing the human agent who handled the conversation.
`callMetadata`	`object`	Call-specific metadata. (id: GoogleCloudContactcenterinsightsV1ConversationCallMetadata)
`correlationInfo`	`object`	Output only. Info for correlating across conversations. (id: GoogleCloudContactcenterinsightsV1ConversationCorrelationInfo)
`createTime`	`string (google-datetime)`	Output only. The time at which the conversation was created.
`dataSource`	`object`	The source of the audio and transcription for the conversation. (id: GoogleCloudContactcenterinsightsV1ConversationDataSource)
`dialogflowIntents`	`object`	Output only. All the matched Dialogflow intents in the call. The key corresponds to a Dialogflow intent, format: projects/{project}/agent/{agent}/intents/{intent}
`duration`	`string (google-duration)`	Output only. The duration of the conversation.
`expireTime`	`string (google-datetime)`	The time at which this conversation should expire. After this time, the conversation data and any associated analyses will be deleted.
`labels`	`object`	A map for the user to specify any custom fields. A maximum of 100 labels per conversation is allowed, with a maximum of 256 characters per entry.
`languageCode`	`string`	A user-specified language code for the conversation.
`latestAnalysis`	`object`	Output only. The conversation's latest analysis, if one exists. (id: GoogleCloudContactcenterinsightsV1Analysis)
`latestSummary`	`object`	Output only. Latest summary of the conversation. (id: GoogleCloudContactcenterinsightsV1ConversationSummarizationSuggestionData)
`medium`	`string`	Immutable. The conversation medium. (MEDIUM_UNSPECIFIED, PHONE_CALL, CHAT)
`metadataJson`	`string`	Optional. JSON metadata encoded as a string. This field is primarily used by Insights integrations with various telephony systems and must be in one of Insight's supported formats.
`obfuscatedUserId`	`string`	Obfuscated user ID which the customer sent to us.
`qualityMetadata`	`object`	Conversation metadata related to quality management. (id: GoogleCloudContactcenterinsightsV1ConversationQualityMetadata)
`runtimeAnnotations`	`array`	Output only. The annotations that were generated during the customer and agent interaction.
`startTime`	`string (google-datetime)`	The time at which the conversation started.
`transcript`	`object`	Output only. The conversation transcript. (id: GoogleCloudContactcenterinsightsV1ConversationTranscript)
`ttl`	`string (google-duration)`	Input only. The TTL for this resource. If specified, then this TTL will be used to calculate the expire time.
`turnCount`	`integer (int32)`	Output only. The number of turns in the conversation.
`updateTime`	`string (google-datetime)`	Output only. The most recent time at which the conversation was updated.

Methods

The following methods are available for this resource:

Name	Accessible by	Required Params	Optional Params	Description
`get`	`select`	`projectsId`, `locationsId`, `conversationsId`	`view`	Gets a conversation.
`list`	`select`	`projectsId`, `locationsId`	`orderBy`, `pageToken`, `view`, `filter`, `pageSize`	Lists conversations.
`create`	`insert`	`projectsId`, `locationsId`	`conversationId`	Creates a conversation. Note that this method does not support audio transcription or redaction. Use `conversations.upload` instead.
`patch`	`update`	`projectsId`, `locationsId`, `conversationsId`	`updateMask`, `allowMissing`, `conversationAutoLabelingUpdateConfig.allowAutoLabelingUpdate`	Updates a conversation.
`delete`	`delete`	`projectsId`, `locationsId`, `conversationsId`	`force`	Deletes a conversation.
`bulk_delete`	`delete`	`projectsId`, `locationsId`		Deletes multiple conversations in a single request.
`generate_signed_audio`	`exec`	`projectsId`, `locationsId`, `conversationsId`		Gets the signed URI for the audio for the given conversation.
`ingest`	`exec`	`projectsId`, `locationsId`		Imports conversations and processes them according to the user's configuration.
`sample`	`exec`	`projectsId`, `locationsId`		Samples conversations based on user configuration and handles the sampled conversations for different use cases.
`calculate_stats`	`exec`	`projectsId`, `locationsId`	`filter`	Gets conversation statistics.
`upload`	`exec`	`projectsId`, `locationsId`		Create a long-running conversation upload operation. This method differs from `CreateConversation` by allowing audio transcription and optional DLP redaction.
`bulk_analyze`	`exec`	`projectsId`, `locationsId`		Analyzes multiple conversations in a single request.

Parameters

Parameters can be passed in the WHERE clause of a query. Check the Methods section to see which parameters are required or optional for each operation.

Name	Datatype	Description
`conversationsId`	`string`
`locationsId`	`string`
`projectsId`	`string`
`allowMissing`	`boolean`
`conversationAutoLabelingUpdateConfig.allowAutoLabelingUpdate`	`boolean`
`conversationId`	`string`
`filter`	`string`
`force`	`boolean`
`orderBy`	`string`
`pageSize`	`integer (int32)`
`pageToken`	`string`
`updateMask`	`string (google-fieldmask)`
`view`	`string`

`SELECT` examples

get
list

Gets a conversation.

SELECT
name,
agentId,
callMetadata,
correlationInfo,
createTime,
dataSource,
dialogflowIntents,
duration,
expireTime,
labels,
languageCode,
latestAnalysis,
latestSummary,
medium,
metadataJson,
obfuscatedUserId,
qualityMetadata,
runtimeAnnotations,
startTime,
transcript,
ttl,
turnCount,
updateTime
FROM google.contactcenterinsights.conversations
WHERE projectsId = '{{ projectsId }}' -- required
AND locationsId = '{{ locationsId }}' -- required
AND conversationsId = '{{ conversationsId }}' -- required
AND view = '{{ view }}'
;

Lists conversations.

SELECT
name,
agentId,
callMetadata,
correlationInfo,
createTime,
dataSource,
dialogflowIntents,
duration,
expireTime,
labels,
languageCode,
latestAnalysis,
latestSummary,
medium,
metadataJson,
obfuscatedUserId,
qualityMetadata,
runtimeAnnotations,
startTime,
transcript,
ttl,
turnCount,
updateTime
FROM google.contactcenterinsights.conversations
WHERE projectsId = '{{ projectsId }}' -- required
AND locationsId = '{{ locationsId }}' -- required
AND orderBy = '{{ orderBy }}'
AND pageToken = '{{ pageToken }}'
AND view = '{{ view }}'
AND filter = '{{ filter }}'
AND pageSize = '{{ pageSize }}'
;

`INSERT` examples

create
Manifest

Creates a conversation. Note that this method does not support audio transcription or redaction. Use conversations.upload instead.

INSERT INTO google.contactcenterinsights.conversations (
data__labels,
data__callMetadata,
data__ttl,
data__metadataJson,
data__obfuscatedUserId,
data__agentId,
data__languageCode,
data__dataSource,
data__name,
data__qualityMetadata,
data__expireTime,
data__medium,
data__startTime,
projectsId,
locationsId,
conversationId
)
SELECT 
'{{ labels }}',
'{{ callMetadata }}',
'{{ ttl }}',
'{{ metadataJson }}',
'{{ obfuscatedUserId }}',
'{{ agentId }}',
'{{ languageCode }}',
'{{ dataSource }}',
'{{ name }}',
'{{ qualityMetadata }}',
'{{ expireTime }}',
'{{ medium }}',
'{{ startTime }}',
'{{ projectsId }}',
'{{ locationsId }}',
'{{ conversationId }}'
RETURNING
name,
agentId,
callMetadata,
correlationInfo,
createTime,
dataSource,
dialogflowIntents,
duration,
expireTime,
labels,
languageCode,
latestAnalysis,
latestSummary,
medium,
metadataJson,
obfuscatedUserId,
qualityMetadata,
runtimeAnnotations,
startTime,
transcript,
ttl,
turnCount,
updateTime
;

# Description fields are for documentation purposes
- name: conversations
props:
  - name: projectsId
    value: "{{ projectsId }}"
    description: Required parameter for the conversations resource.
  - name: locationsId
    value: "{{ locationsId }}"
    description: Required parameter for the conversations resource.
  - name: labels
    value: "{{ labels }}"
    description: |
      A map for the user to specify any custom fields. A maximum of 100 labels per conversation is allowed, with a maximum of 256 characters per entry.
  - name: callMetadata
    description: |
      Call-specific metadata.
    value:
      agentChannel: {{ agentChannel }}
      customerChannel: {{ customerChannel }}
  - name: ttl
    value: "{{ ttl }}"
    description: |
      Input only. The TTL for this resource. If specified, then this TTL will be used to calculate the expire time.
  - name: metadataJson
    value: "{{ metadataJson }}"
    description: |
      Optional. JSON metadata encoded as a string. This field is primarily used by Insights integrations with various telephony systems and must be in one of Insight's supported formats.
  - name: obfuscatedUserId
    value: "{{ obfuscatedUserId }}"
    description: |
      Obfuscated user ID which the customer sent to us.
  - name: agentId
    value: "{{ agentId }}"
    description: |
      An opaque, user-specified string representing the human agent who handled the conversation.
  - name: languageCode
    value: "{{ languageCode }}"
    description: |
      A user-specified language code for the conversation.
  - name: dataSource
    description: |
      The source of the audio and transcription for the conversation.
    value:
      gcsSource:
        audioUri: "{{ audioUri }}"
        transcriptUri: "{{ transcriptUri }}"
      metadataUri: "{{ metadataUri }}"
      turnLevelAudios:
        - audioGcsUri: "{{ audioGcsUri }}"
          audioDuration: "{{ audioDuration }}"
      dialogflowSource:
        dialogflowConversation: "{{ dialogflowConversation }}"
        audioUri: "{{ audioUri }}"
  - name: name
    value: "{{ name }}"
    description: |
      Immutable. The resource name of the conversation. Format: projects/{project}/locations/{location}/conversations/{conversation}
  - name: qualityMetadata
    description: |
      Conversation metadata related to quality management.
    value:
      agentInfo:
        - dispositionCode: "{{ dispositionCode }}"
          versionId: "{{ versionId }}"
          agentType: "{{ agentType }}"
          displayName: "{{ displayName }}"
          deploymentDisplayName: "{{ deploymentDisplayName }}"
          team: "{{ team }}"
          teams: "{{ teams }}"
          entrySubagentId: "{{ entrySubagentId }}"
          agentId: "{{ agentId }}"
          location: "{{ location }}"
          entrySubagentDisplayName: "{{ entrySubagentDisplayName }}"
          deploymentId: "{{ deploymentId }}"
          versionDisplayName: "{{ versionDisplayName }}"
      customerSatisfactionRating: {{ customerSatisfactionRating }}
      feedbackLabels:
        - qaAnswerLabel:
            numValue: {{ numValue }}
            boolValue: {{ boolValue }}
            key: "{{ key }}"
            potentialScore: {{ potentialScore }}
            score: {{ score }}
            strValue: "{{ strValue }}"
            naValue: {{ naValue }}
            skipValue: {{ skipValue }}
            normalizedScore: {{ normalizedScore }}
          name: "{{ name }}"
          labeledResource: "{{ labeledResource }}"
          createTime: "{{ createTime }}"
          updateTime: "{{ updateTime }}"
          label: "{{ label }}"
      waitDuration: "{{ waitDuration }}"
      menuPath: "{{ menuPath }}"
  - name: expireTime
    value: "{{ expireTime }}"
    description: |
      The time at which this conversation should expire. After this time, the conversation data and any associated analyses will be deleted.
  - name: medium
    value: "{{ medium }}"
    description: |
      Immutable. The conversation medium.
    valid_values: ['MEDIUM_UNSPECIFIED', 'PHONE_CALL', 'CHAT']
  - name: startTime
    value: "{{ startTime }}"
    description: |
      The time at which the conversation started.
  - name: conversationId
    value: "{{ conversationId }}"

`UPDATE` examples

patch

Updates a conversation.

UPDATE google.contactcenterinsights.conversations
SET 
data__labels = '{{ labels }}',
data__callMetadata = '{{ callMetadata }}',
data__ttl = '{{ ttl }}',
data__metadataJson = '{{ metadataJson }}',
data__obfuscatedUserId = '{{ obfuscatedUserId }}',
data__agentId = '{{ agentId }}',
data__languageCode = '{{ languageCode }}',
data__dataSource = '{{ dataSource }}',
data__name = '{{ name }}',
data__qualityMetadata = '{{ qualityMetadata }}',
data__expireTime = '{{ expireTime }}',
data__medium = '{{ medium }}',
data__startTime = '{{ startTime }}'
WHERE 
projectsId = '{{ projectsId }}' --required
AND locationsId = '{{ locationsId }}' --required
AND conversationsId = '{{ conversationsId }}' --required
AND updateMask = '{{ updateMask}}'
AND allowMissing = {{ allowMissing}}
AND conversationAutoLabelingUpdateConfig.allowAutoLabelingUpdate = {{ conversationAutoLabelingUpdateConfig.allowAutoLabelingUpdate}}
RETURNING
name,
agentId,
callMetadata,
correlationInfo,
createTime,
dataSource,
dialogflowIntents,
duration,
expireTime,
labels,
languageCode,
latestAnalysis,
latestSummary,
medium,
metadataJson,
obfuscatedUserId,
qualityMetadata,
runtimeAnnotations,
startTime,
transcript,
ttl,
turnCount,
updateTime;

`DELETE` examples

delete
bulk_delete

Deletes a conversation.

DELETE FROM google.contactcenterinsights.conversations
WHERE projectsId = '{{ projectsId }}' --required
AND locationsId = '{{ locationsId }}' --required
AND conversationsId = '{{ conversationsId }}' --required
AND force = '{{ force }}'
;

Deletes multiple conversations in a single request.

DELETE FROM google.contactcenterinsights.conversations
WHERE projectsId = '{{ projectsId }}' --required
AND locationsId = '{{ locationsId }}' --required
;

Lifecycle Methods

Gets the signed URI for the audio for the given conversation.

EXEC google.contactcenterinsights.conversations.generate_signed_audio 
@projectsId='{{ projectsId }}' --required, 
@locationsId='{{ locationsId }}' --required, 
@conversationsId='{{ conversationsId }}' --required
;

Imports conversations and processes them according to the user's configuration.

EXEC google.contactcenterinsights.conversations.ingest 
@projectsId='{{ projectsId }}' --required, 
@locationsId='{{ locationsId }}' --required 
@@json=
'{
"conversationConfig": "{{ conversationConfig }}", 
"transcriptObjectConfig": "{{ transcriptObjectConfig }}", 
"parent": "{{ parent }}", 
"redactionConfig": "{{ redactionConfig }}", 
"gcsSource": "{{ gcsSource }}", 
"speechConfig": "{{ speechConfig }}", 
"sampleSize": {{ sampleSize }}
}'
;

Samples conversations based on user configuration and handles the sampled conversations for different use cases.

EXEC google.contactcenterinsights.conversations.sample 
@projectsId='{{ projectsId }}' --required, 
@locationsId='{{ locationsId }}' --required 
@@json=
'{
"destinationDataset": "{{ destinationDataset }}", 
"parent": "{{ parent }}", 
"sampleRule": "{{ sampleRule }}"
}'
;

Gets conversation statistics.

EXEC google.contactcenterinsights.conversations.calculate_stats 
@projectsId='{{ projectsId }}' --required, 
@locationsId='{{ locationsId }}' --required, 
@filter='{{ filter }}'
;

Create a long-running conversation upload operation. This method differs from CreateConversation by allowing audio transcription and optional DLP redaction.

EXEC google.contactcenterinsights.conversations.upload 
@projectsId='{{ projectsId }}' --required, 
@locationsId='{{ locationsId }}' --required 
@@json=
'{
"speechConfig": "{{ speechConfig }}", 
"conversation": "{{ conversation }}", 
"conversationId": "{{ conversationId }}", 
"redactionConfig": "{{ redactionConfig }}", 
"parent": "{{ parent }}"
}'
;

Analyzes multiple conversations in a single request.

EXEC google.contactcenterinsights.conversations.bulk_analyze 
@projectsId='{{ projectsId }}' --required, 
@locationsId='{{ locationsId }}' --required 
@@json=
'{
"relabel": {{ relabel }}, 
"parent": "{{ parent }}", 
"analysisPercentage": {{ analysisPercentage }}, 
"filter": "{{ filter }}", 
"annotatorSelector": "{{ annotatorSelector }}"
}'
;

Overview​

Fields​

Methods​

Parameters​

SELECT examples​

INSERT examples​

UPDATE examples​

DELETE examples​

Lifecycle Methods​