Skip to main content
Version: 3.2.x

Reception

Overview​

The Reception message provides intelligent customer intake and initial routing capabilities for incoming communications. It analyzes initial customer contact, extracts key information, determines appropriate handling pathways, and facilitates seamless handoffs to the right departments or agents.

API Reference​

Endpoint​

  • WebSocket URL: wss://ws-{{tenant}}.oco.optave.{{tld}}
  • REST Endpoint (POST): https://{{tenant}}.oco.optave.{{tld}}/message/reception

To be able to send messages, it is necessary to authenticate first.

Request Payload​

The reception message requires a payload containing the conversation history (conversations), connections.threadId, and context.organizationId (your client-specific organization ID). The other fields are optional.

{
  session: {
    sessionId: "a1b2c3d4-e5f6-7890-abcd-123456789012",
    channel: { language: "en-US" },
    interface: { type: "chat" }
  },
  request: {
    requestId: "a1b2c3d4-e5f6-7890-1234-56789ab2345",
    attributes: {
      variant: "A"
    },
    connections: {
      journeyId: "",
      parentId: "",
      threadId: "9e8d7c6b-5a49-3827-1605-948372615abc" // REQUIRED
    },
    context: { // generated by optave
      caseId: "",
      departmentId: "",
      operatorId: "",
      organizationId: "f7e8d9c0-b1a2-3456-7890-123456789abc", // REQUIRED
      userId: ""
    },
    reference: {
      ids: [
        { name: "ticket_id", value: "T12345" }
      ],
      labels: [],
      tags: []
    },
    resources: {
      codes: [],
      links: [],
      offers: []
    },
    scope: {
      conversations: [ // REQUIRED
        {
          conversationId: "",
          participants: [
            {
              participantId: "2c4f8a9b-1d3e-5f70-8293-456789012def",
              displayName: "John Doe",
              role: "user"
            },
            {
              participantId: "5b8c9d0e-2f4a-6b1c-9d8e-123456789abc",
              displayName: "Sarah Smith",
              role: "operator"
            }
          ],
          messages: [
            {
              content: "Hi, can you help me?",
              participantId: "2c4f8a9b-1d3e-5f70-8293-456789012def",
              timestamp: "2024-01-15T10:30:00.000Z"
            },
            {
              content: "Hello! I'd be happy to assist you today. What can I help you with?",
              participantId: "5b8c9d0e-2f4a-6b1c-9d8e-123456789abc",
              timestamp: "2024-01-15T10:30:15.000Z"
            }
          ],
          metadata: {}
        }
      ],
      interactions: [
        {
          content: "Support ticket T12345 has been created for user John Doe",
          id: "1",
          name: "ticket_created",
          role: "system",
          timestamp: "2024-01-15T10:29:45.000Z"
        }
      ]
    }
  }
}

Responses​

🟢 Success (200-201)

When using the WebSocket, multiple superpowers and different state updates will be received, such as:

  • Sentiment Analysis
  • Risk Assessment (Media, Hacker, Financial)
  • Escalation Need
  • Language Identification
  • Search Requirements

Each superpower will be sent as a separate message with its specific actionType and relevant results.

🔴 Error

Error messages are similar in format to success messages, but contain an error state and a "response" JSON object:

{
  action: "superpower",
  actionType: "<superpower-name>",
  state: "error",
  message: {
    results: [
      {
        response: [
          {
            content: 'Error while fetching results'
          }
        ]
      }
    ]
  }
}

curl
  --request POST
  --url https://{{tenant}}.oco.optave.{{tld}}/message/reception   
  --header "Authorization: Bearer your-access-token-here"   
  --header "Content-Type: application/json"   
  -d '{
    "session": {
      "sessionId": "a1b2c3d4-e5f6-7890-abcd-123456789012",
      "channel": { "language": "en-US" },
      "interface": { "type": "chat" }
    },
    "request": {
      "requestId": "a1b2c3d4-e5f6-7890-1234-56789ab2345",
      "attributes": {
        "variant": "A"
      },
      "connections": {
        "threadId": "9e8d7c6b-5a49-3827-1605-948372615abc"
      },
      "context": {
        "organizationId": "f7e8d9c0-b1a2-3456-7890-123456789abc"
      },
      "scope": {
        "conversations": [
          {
            "conversationId": "7f6e5d4c-3b2a-1098-fedc-ba9876543210",
            "participants": [
              {
                "participantId": "2c4f8a9b-1d3e-5f70-8293-456789012def",
                "displayName": "John Doe",
                "role": "user"
              },
              {
                "participantId": "5b8c9d0e-2f4a-6b1c-9d8e-123456789abc",
                "displayName": "Sarah Smith",
                "role": "operator"
              }
            ],
            "messages": [
              {
                "content": "Hi, can you help me?",
                "participantId": "2c4f8a9b-1d3e-5f70-8293-456789012def",
                "timestamp": "2024-01-15T10:30:00.000Z"
              },
              {
                "content": "Hello! I would be happy to assist you today. What can I help you with?",
                "participantId": "5b8c9d0e-2f4a-6b1c-9d8e-123456789abc",
                "timestamp": "2024-01-15T10:30:15.000Z"
              }
            ],
            "metadata": {}
          }
        ]
      }
    }
  }'
{
  action: "superpower",
  actionType: "<superpower-name>",
  state: "completed",
  message: {
    results: [
      {
        response: [
          {
            // Content depends on superpower
          }
        ]
      }
    ]
  }
}