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Version: 3.2.1

Recommander

Aperçu​

Le message Recommander fournit des suggestions basées sur le contexte de conversation. Il aide les agents avec des recommandations pertinentes pour améliorer les interactions client.

Référence API​

Point de Terminaison​

  • URL WebSocket : wss://ws-{{tenant}}.oco.optave.{{tld}}
  • Point de Terminaison REST (POST) : https://{{tenant}}.oco.optave.{{tld}}/message/recommend

Pour pouvoir envoyer des messages, il est nécessaire de s'authentifier d'abord.

Charge Utile de Requête​

Le message recommend requiert un payload contenant l'historique de conversation (conversations), connections.threadId, resources.offers (obligatoire), et context.organizationId (l'identifiant d'organisation spécifique à votre client). Les autres champs sont optionnels.

{
  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" // REQUIS
    },
    context: { // autres champs générés par Optave
      caseId: "",
      departmentId: "",
      operatorId: "",
      organizationId: "f7e8d9c0-b1a2-3456-7890-123456789abc", // REQUIS
      userId: ""
    },
    reference: {
      ids: [
        { name: "", value: "" }
      ],
      labels: [],
      tags: []
    },
    resources: {
      offers: [ // REQUIS
        {
          // Contactez votre représentant optave pour définir l'objet attendu ici
        }
      ]
    },
    scope: {
      conversations: [ // REQUIS
        {
          conversationId: "",
          participants: [
            {
              participantId: "2c4f8a9b-1d3e-5f70-8293-456789012def",
              displayName: "Alice Hawthorne",
              role: "user"
            },
            {
              participantId: "5b8c9d0e-2f4a-6b1c-9d8e-123456789abc",
              displayName: "Tom Callahan",
              role: "operator"
            }
          ],
          messages: [
            {
              content: "I am looking for holiday destinations in December",
              participantId: "2c4f8a9b-1d3e-5f70-8293-456789012def",
              timestamp: "2024-01-15T10:30:00.000Z"
            },
            {
              content: "I would be happy to help you find the perfect holiday destination. Do you have any specific preferences?",
              participantId: "5b8c9d0e-2f4a-6b1c-9d8e-123456789abc",
              timestamp: "2024-01-15T10:30:30.000Z"
            },
            {
              content: "I enjoy warm weather and beaches, but also interested in local culture",
              participantId: "2c4f8a9b-1d3e-5f70-8293-456789012def",
              timestamp: "2024-01-15T10:31:00.000Z"
            }
          ],
          metadata: {}
        }
      ],
      interactions: [
        {
          content: "Support ticket T12345 has been created for user Alice Hawthorne",
          id: "1",
          name: "ticket_created",
          role: "system",
          timestamp: "2024-01-15T10:29:45.000Z"
        }
      ]
    }
  }
}

Réponses​

🟢 Succès (200-201)

Lors de l'utilisation du WebSocket, vous recevrez des recommandations et des métriques d'évaluation supplémentaires :

{
  action: "superpower",
  actionType: "recommend",
  state: "completed",
  message: {
    results: [
      { 
        // ?
      }
    ]
  }
}

🔴 Erreur

Les messages d'erreur sont similaires en format aux messages de succès, mais contiennent un état d'erreur et un objet JSON "response" :

{
  action: "superpower",
  actionType: "<superpower-name>",
  state: "error",
  message: {
    results: [
      {
        response: [
          {
            content: 'Erreur lors de la récupération des résultats'
          }
        ]
      }
    ]
  }
}

curl   --request POST   --url https://{{tenant}}.oco.optave.{{tld}}/message/recommend  
  --header "Authorization: Bearer your-access-token-here"  
  --header "Content-Type: application/json"  
  --data '{
    "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" },
      "resources": { "offers": [ { } ] },
      "scope": {
        "conversations": [
          {
            "conversationId": "7f6e5d4c-3b2a-1098-fedc-ba9876543210",
            "participants": [
              { "participantId": "2c4f8a9b-1d3e-5f70-8293-456789012def", "displayName": "Alice Hawthorne", "role": "user" },
              { "participantId": "5b8c9d0e-2f4a-6b1c-9d8e-123456789abc", "displayName": "Tom Callahan", "role": "operator" }
            ],
            "messages": [
              { "content": "I am looking for holiday destinations in December", "participantId": "2c4f8a9b-1d3e-5f70-8293-456789012def", "timestamp": "2024-01-15T10:30:00.000Z" },
              { "content": "I would be happy to help you find the perfect holiday destination. Do you have any specific preferences?", "participantId": "5b8c9d0e-2f4a-6b1c-9d8e-123456789abc", "timestamp": "2024-01-15T10:30:30.000Z" },
              { "content": "I enjoy warm weather and beaches, but also interested in local culture", "participantId": "2c4f8a9b-1d3e-5f70-8293-456789012def", "timestamp": "2024-01-15T10:31:00.000Z" }
            ],
            "metadata": {}
          }
        ]
      }
    }
  }'
{
  action: "superpower",
  actionType: "recommend",
  state: "completed",
  message: {
    results: [
      { 
        
      }
    ]
  }
}