Getting Engagements

As a user may be interested in retrieving the state of one or more engagements within Customer Journey, for this we provide 2 standard GET APIs.

The information provided by these APIs should not be used for real-time operations as there can be an update lag between Customer Journey and the rest of the contact center.

Getting individual Engagements

This can be achieved via the Get Engagement API, simply supply the unique engagementId and this API will return information on an engagement such as its status, when it occurred, any identifiers associated with it, and who participated.

If the engagement does not exist within Customer Journey then a HTTP 404 Not Found will be returned.

Getting multiple Engagements

In some scenarios a user may wish to retrieve multiple engagements by ID in a single request, for example, as part of a bulk export operation to a CRM system. We provide a List API that can be used for these types of scenarios, it is possible to retrieve up to a maximum of 50 engagements at a time via the List Engagements API.

If none of the engagements exist within Customer Journey then a HTTP 404 Not Found will be returned.