Agent Notes

Agents can add, update, view and delete notes on a live or past engagement. These notes can be viewed either from customer journey widget or interaction search widget. Agent can add a single note on an engagement. Notes can be edited or deleted if that agent has permission to edit/delete.

Add Agent Note

An agent can add a note using the add agent note API. The API has note as a required field.

{
  "note": "The Agent Note Text",
}

An example response to this payload would be 201 created. It has below response

{
  "id": "0f5d4e8f-2f73-439b-a8f7-af973291cfba",
  "engagementId": "0f5d4e8f-2f73-439b-a8f7-af973291cfba",
  "createdBy": {
    "id": "0f5d4e8f-2f73-439b-a8f7-af973291cfba",
    "name": "Agent Name / Supervisor Name"
  },
  "note": "The Agent Note Text",
  "createdAt": "2020-07-23T17:45:21.001Z"
}

Update Agent Note

An agent can edit a note using the update agent note API. The API has note as required field. The engagementId, noteId needs to be provided in path parameters of the API.

{
  "note": "The Agent Note Text updated",
 
}

An example response to this payload would be 200 ok. It has below response with updated agent note

{
      "id": "0f5d4e8f-2f73-439b-a8f7-af973291cfba",
      "engagementId": "0f5d4e8f-2f73-439b-a8f7-af973291cfba",
      "createdBy": {
        "id": "0f5d4e8f-2f73-439b-a8f7-af973291cfba",
        "name": "Agent Name / Supervisor Name"
      },
      "updatedBy": {
        "id": "0f5d4e8f-2f73-439b-a8f7-af973291cfba",
        "name": "Agent Name / Supervisor Name"
      },
      "note": "The Agent Note Text updated",
      "createdAt": "2020-07-23T17:45:21.001Z",
      "updatedAt": "2020-07-23T17:45:21.001Z"
}

Get Agent Notes

get agent notes associated to any engagement. Engagement id has to be provided in path parameters.

An example response to this request would be 200 ok. It has below response with array of agent notes.

{
  "agentNotes": [
    {
      "id": "0f5d4e8f-2f73-439b-a8f7-af973291cfba",
      "engagementId": "0f5d4e8f-2f73-439b-a8f7-af973291cfba",
      "createdBy": {
        "id": "0f5d4e8f-2f73-439b-a8f7-af973291cfba",
        "name": "Agent Name / Supervisor Name"
      },
      "updatedBy": {
        "id": "0f5d4e8f-2f73-439b-a8f7-af973291cfba",
        "name": "Agent Name / Supervisor Name"
      },
      "note": "The Agent Note Text",
      "readOnly": false,
      "createdAt": "2020-07-23T17:45:21.001Z",
      "updatedAt": "2020-07-23T17:45:21.001Z"
    }
  ]
}

Delete Agent Note

delete an agent note using delete agent note API. The engagementId, noteId needs to be provided in path parameters of the API

An example response to this request would be 204 no content.