Sessions
Manage customer conversation sessions.
Move a transferred conversation to another service queue
Changes the queue of a transferred session owned by the application API key without invoking the AI. The queue must exist in the enabled queue routing tool of the session workspace. Repeating the current queue is idempotent. A successful change emits session_transfer with the canonical queue snapshot plus sender and recipient matching the session's normalized inbound message participants; redundant top-level visitorId and applicationChannelId fields are omitted. Unknown and cross-application session IDs both return SESSION_NOT_FOUND.
Close a conversation session
Closes an active, awaiting-human, or transferred session owned by the application API key. Repeated calls are idempotent. An already expired session remains expired. Unknown and cross-application IDs both return SESSION_NOT_FOUND.
Generate a conversation summary and reply suggestions
Generates one factual summary, four distinct response alternatives, and the visitor's current apparent humor without sending a message or changing session state. Suggestions use the complete chronological conversation and completed review or transfer events so they do not recommend repeating those actions. The session must belong to the authenticated application and be active, awaiting human, or transferred. AiChat is charged once per session; a prior Agent charge is reused. Each API key may request assistance up to five times per 60 seconds for each session.
Evaluate customer experience in a closed session
Evaluates a closed or expired session owned by the API-key application. Text, audio transcriptions and correlated reactions inform the rating. An ineligible conversation returns 200 with null ratings. AiChat is charged once per session across Agent, assist and CX Score; if already charged, this call creates no additional AiChat debit. Repeated calls may recalculate and return different results.