Integration API for Interaction Insights

This release introduces an API Platform that enables seamless integration between customer applications and the system via secure REST API requests. It eliminates the need to access the Interaction Insights UI while maintaining control through a centralized API management console.

Implementation

The API integration feature is enabled per tenant. If enabled, an Integration section is added to the Interaction Insights UI, which lets you:

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Configure applications for authenticating API requests. Each application is generated with a Client ID and Client Secret and assigned a permission scope. Administrators can:

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Add new applications.

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Edit an application's permission scope or regenerate its secret.

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Temporarily disable or permanently delete applications.

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View and export a filterable log of performed API requests.

Supported API Endpoints

Currently, the following API endpoints are supported:

Name	API Endpoint	Description	Equivalent in UI
Get Recordings Metadata	/recordings	Get metadata (details) of recordings, including links to the Azure storage from which the media can be played back. Note: The API does not retrieve media directly.	Interactions and Active Calls pages
	/recordings/{id}	Get metadata of a specified recording.	Interaction record
Get Transcription	/recordings/{id}/transcript	Get transcription content (VTT format) for a specified recording. Note: This API is only available if the Transcription feature is enabled on the tenant.	Interaction record with transcription
Get Audit Trail	/auditLogs	Get user audit logs.	Audit Trail page
Get System Activity Logs	/systemActivityLogs	Get system activity logs. Note: Log descriptions might differ from the UI descriptions and are available in English only.	System Activity page
Get API Activity Logs	/apiActivityLogs	Get API activity logs.	API Activity Logs page