Conversation

The conversation resource.

JSON representation 
{
  "name": string,
  "dataSource": {
    object (ConversationDataSource)
  },
  "createTime": string,
  "updateTime": string,
  "startTime": string,
  "languageCode": string,
  "agentId": string,
  "customerId": string,
  "labels": {
    string: string,
    ...
  },
  "qualityMetadata": {
    object (QualityMetadata)
  },
  "metadataJson": string,
  "transcript": {
    object (Transcript)
  },
  "medium": enum (Medium),
  "duration": string,
  "turnCount": integer,
  "latestAnalysis": {
    object (Analysis)
  },
  "latestSummary": {
    object (ConversationSummarizationSuggestionData)
  },
  "runtimeAnnotations": [
    {
      object (RuntimeAnnotation)
    }
  ],
  "dialogflowIntents": {
    string: {
      object (DialogflowIntent)
    },
    ...
  },
  "obfuscatedUserId": string,
  "dialogflowCxConversationData": {
    object (DialogflowCxConversationData)
  },

  // Union field metadata can be only one of the following:
  "callMetadata": {
    object (CallMetadata)
  }
  // End of list of possible types for union field metadata.

  // Union field expiration can be only one of the following:
  "expireTime": string,
  "ttl": string
  // End of list of possible types for union field expiration.
}
Fields
name

string

Immutable. The resource name of the conversation. Format: projects/{project}/locations/{location}/conversations/{conversation}
dataSource

object (ConversationDataSource)

The source of the audio and transcription for the conversation.
createTime

string (Timestamp format)

Output only. The time at which the conversation was created.

A timestamp in RFC3339 UTC "Zulu" format, with nanosecond resolution and up to nine fractional digits. Examples: "2014-10-02T15:01:23Z" and "2014-10-02T15:01:23.045123456Z".
updateTime

string (Timestamp format)

Output only. The most recent time at which the conversation was updated.

A timestamp in RFC3339 UTC "Zulu" format, with nanosecond resolution and up to nine fractional digits. Examples: "2014-10-02T15:01:23Z" and "2014-10-02T15:01:23.045123456Z".
startTime

string (Timestamp format)

The time at which the conversation started.

A timestamp in RFC3339 UTC "Zulu" format, with nanosecond resolution and up to nine fractional digits. Examples: "2014-10-02T15:01:23Z" and "2014-10-02T15:01:23.045123456Z".
languageCode

string

A user-specified language code for the conversation.
agentId

string

An opaque, user-specified string representing the human agent who handled the conversation.
customerId

string

An opaque, user-specified string representing the customer identifier.
labels

map (key: string, value: string)

A map for the user to specify any custom fields. A maximum of 20 labels per conversation is allowed, with a maximum of 256 characters per entry.

An object containing a list of "key": value pairs. Example: { "name": "wrench", "mass": "1.3kg", "count": "3" }.
qualityMetadata

object (QualityMetadata)

Conversation metadata related to quality management.
metadataJson

string

Input only. JSON metadata encoded as a string. This field is primarily used by Insights integrations with various telphony systems and must be in one of Insight's supported formats.
transcript

object (Transcript)

Output only. The conversation transcript.
medium

enum (Medium)

Immutable. The conversation medium, if unspecified will default to PHONE_CALL.
duration

string (Duration format)

Output only. The duration of the conversation.

A duration in seconds with up to nine fractional digits, ending with 's'. Example: "3.5s".
turnCount

integer

Output only. The number of turns in the conversation.
latestAnalysis

object (Analysis)

Output only. The conversation's latest analysis, if one exists.
latestSummary

object (ConversationSummarizationSuggestionData)

Output only. Latest summary of the conversation.
runtimeAnnotations[]

object (RuntimeAnnotation)

Output only. The annotations that were generated during the customer and agent interaction.
dialogflowIntents

map (key: string, value: object (DialogflowIntent))

Output only. All the matched Dialogflow intents in the call. The key corresponds to a Dialogflow intent, format: projects/{project}/agent/{agent}/intents/{intent}

An object containing a list of "key": value pairs. Example: { "name": "wrench", "mass": "1.3kg", "count": "3" }.
obfuscatedUserId

string

Obfuscated user ID which the customer sent to us.
dialogflowCxConversationData

object (DialogflowCxConversationData)

The Dialogflow conversation raw data. It will only be populated when ConversationView is DF_CONVERSATION_BASIC or DF_CONVERSATION_FULL.
Union field metadata. Metadata that applies to the conversation. metadata can be only one of the following:
callMetadata

object (CallMetadata)

Call-specific metadata.
Union field expiration. A time to live expiration setting, can be either a specified timestamp or a duration from the time that the conversation creation request was received. Conversations with an expiration set will be removed up to 24 hours after the specified time. expiration can be only one of the following:
expireTime

string (Timestamp format)

The time at which this conversation should expire. After this time, the conversation data and any associated analyses will be deleted.

A timestamp in RFC3339 UTC "Zulu" format, with nanosecond resolution and up to nine fractional digits. Examples: "2014-10-02T15:01:23Z" and "2014-10-02T15:01:23.045123456Z".
ttl

string (Duration format)

Input only. The TTL for this resource. If specified, then this TTL will be used to calculate the expire time.

A duration in seconds with up to nine fractional digits, ending with 's'. Example: "3.5s".

CallMetadata

Call-specific metadata.

JSON representation 
{
  "customerChannel": integer,
  "agentChannel": integer
}
Fields
customerChannel

integer

The audio channel that contains the customer.
agentChannel

integer

The audio channel that contains the agent.

ConversationDataSource

The conversation source, which is a combination of transcript and audio.

JSON representation 
{

  // Union field source can be only one of the following:
  "gcsSource": {
    object (GcsSource)
  },
  "dialogflowSource": {
    object (DialogflowSource)
  }
  // End of list of possible types for union field source.
}
Fields
Union field source. The source of the conversation. source can be only one of the following:
gcsSource

object (GcsSource)

A Cloud Storage location specification for the audio and transcript.
dialogflowSource

object (DialogflowSource)

The source when the conversation comes from Dialogflow.

GcsSource

A Cloud Storage source of conversation data.

JSON representation 
{
  "audioUri": string,
  "transcriptUri": string,
  "metadataUri": string
}
Fields
audioUri

string

Cloud Storage URI that points to a file that contains the conversation audio.
transcriptUri

string

Immutable. Cloud Storage URI that points to a file that contains the conversation transcript.
metadataUri

string

Cloud Storage URI that points to a file that contains the conversation metadata.

DialogflowSource

A Dialogflow source of conversation data.

JSON representation 
{
  "dialogflowConversation": string,
  "audioUri": string
}
Fields
dialogflowConversation

string

Output only. The name of the Dialogflow conversation that this conversation resource is derived from. Format: projects/{project}/locations/{location}/conversations/{conversation}
audioUri

string

Cloud Storage URI that points to a file that contains the conversation audio.

QualityMetadata

Conversation metadata related to quality management.

JSON representation 
{
  "customerSatisfactionRating": integer,
  "waitDuration": string,
  "menuPath": string,
  "agentInfo": [
    {
      object (AgentInfo)
    }
  ]
}
Fields
customerSatisfactionRating

integer

An arbitrary integer value indicating the customer's satisfaction rating.
waitDuration

string (Duration format)

The amount of time the customer waited to connect with an agent.

A duration in seconds with up to nine fractional digits, ending with 's'. Example: "3.5s".
menuPath

string

An arbitrary string value specifying the menu path the customer took.
agentInfo[]

object (AgentInfo)

Information about agents involved in the call.

AgentInfo

Information about an agent involved in the conversation.

JSON representation 
{
  "agentId": string,
  "displayName": string,
  "team": string,
  "dispositionCode": string
}
Fields
agentId

string

A user-specified string representing the agent.
displayName

string

The agent's name.
team

string

A user-specified string representing the agent's team.
dispositionCode

string

A user-provided string indicating the outcome of the agent's segment of the call.

Transcript

A message representing the transcript of a conversation.

JSON representation 
{
  "transcriptSegments": [
    {
      object (TranscriptSegment)
    }
  ]
}
Fields
transcriptSegments[]

object (TranscriptSegment)

A list of sequential transcript segments that comprise the conversation.

TranscriptSegment

A segment of a full transcript.

JSON representation 
{
  "messageTime": string,
  "text": string,
  "confidence": number,
  "words": [
    {
      object (WordInfo)
    }
  ],
  "languageCode": string,
  "channelTag": integer,
  "segmentParticipant": {
    object (ConversationParticipant)
  },
  "dialogflowSegmentMetadata": {
    object (DialogflowSegmentMetadata)
  },
  "sentiment": {
    object (SentimentData)
  }
}
Fields
messageTime

string (Timestamp format)

The time that the message occurred, if provided.

A timestamp in RFC3339 UTC "Zulu" format, with nanosecond resolution and up to nine fractional digits. Examples: "2014-10-02T15:01:23Z" and "2014-10-02T15:01:23.045123456Z".
text

string

The text of this segment.
confidence

number

A confidence estimate between 0.0 and 1.0 of the fidelity of this segment. A default value of 0.0 indicates that the value is unset.
words[]

object (WordInfo)

A list of the word-specific information for each word in the segment.
languageCode

string

The language code of this segment as a BCP-47 language tag. Example: "en-US".
channelTag

integer

For conversations derived from multi-channel audio, this is the channel number corresponding to the audio from that channel. For audioChannelCount = N, its output values can range from '1' to 'N'. A channel tag of 0 indicates that the audio is mono.
segmentParticipant

object (ConversationParticipant)

The participant of this segment.
dialogflowSegmentMetadata

object (DialogflowSegmentMetadata)

CCAI metadata relating to the current transcript segment.
sentiment

object (SentimentData)

The sentiment for this transcript segment.

WordInfo

Word-level info for words in a transcript.

JSON representation 
{
  "startOffset": string,
  "endOffset": string,
  "word": string,
  "confidence": number
}
Fields
startOffset

string (Duration format)

Time offset of the start of this word relative to the beginning of the total conversation.

A duration in seconds with up to nine fractional digits, ending with 's'. Example: "3.5s".
endOffset

string (Duration format)

Time offset of the end of this word relative to the beginning of the total conversation.

A duration in seconds with up to nine fractional digits, ending with 's'. Example: "3.5s".
word

string

The word itself. Includes punctuation marks that surround the word.
confidence

number

A confidence estimate between 0.0 and 1.0 of the fidelity of this word. A default value of 0.0 indicates that the value is unset.

ConversationParticipant

The call participant speaking for a given utterance.

JSON representation 
{
  "dialogflowParticipant": string,
  "obfuscatedExternalUserId": string,
  "role": enum (Role),

  // Union field participant can be only one of the following:
  "dialogflowParticipantName": string,
  "userId": string
  // End of list of possible types for union field participant.
}
Fields
dialogflowParticipant
(deprecated)

string

Deprecated. Use dialogflowParticipantName instead. The name of the Dialogflow participant. Format: projects/{project}/locations/{location}/conversations/{conversation}/participants/{participant}
obfuscatedExternalUserId

string

Obfuscated user ID from Dialogflow.
role

enum (Role)

The role of the participant.

Union field participant.

participant can be only one of the following:
dialogflowParticipantName

string

The name of the participant provided by Dialogflow. Format: projects/{project}/locations/{location}/conversations/{conversation}/participants/{participant}
userId

string

A user-specified ID representing the participant.

DialogflowSegmentMetadata

Metadata from Dialogflow relating to the current transcript segment.

JSON representation 
{
  "smartReplyAllowlistCovered": boolean
}
Fields
smartReplyAllowlistCovered

boolean

Whether the transcript segment was covered under the configured smart reply allowlist in Agent Assist.

ConversationSummarizationSuggestionData

Conversation summarization suggestion data.

JSON representation 
{
  "text": string,
  "textSections": {
    string: string,
    ...
  },
  "confidence": number,
  "metadata": {
    string: string,
    ...
  },
  "answerRecord": string,
  "conversationModel": string
}
Fields
text

string

The summarization content that is concatenated into one string.
textSections

map (key: string, value: string)

The summarization content that is divided into sections. The key is the section's name and the value is the section's content. There is no specific format for the key or value.

An object containing a list of "key": value pairs. Example: { "name": "wrench", "mass": "1.3kg", "count": "3" }.
confidence

number

The confidence score of the summarization.
metadata

map (key: string, value: string)

A map that contains metadata about the summarization and the document from which it originates.

An object containing a list of "key": value pairs. Example: { "name": "wrench", "mass": "1.3kg", "count": "3" }.
answerRecord

string

The name of the answer record. Format: projects/{project}/locations/{location}/answerRecords/{answerRecord}
conversationModel

string

The name of the model that generates this summary. Format: projects/{project}/locations/{location}/conversationModels/{conversationModel}

RuntimeAnnotation

An annotation that was generated during the customer and agent interaction.

JSON representation 
{
  "annotationId": string,
  "createTime": string,
  "startBoundary": {
    object (AnnotationBoundary)
  },
  "endBoundary": {
    object (AnnotationBoundary)
  },
  "answerFeedback": {
    object (AnswerFeedback)
  },
  "userInput": {
    object (UserInput)
  },

  // Union field data can be only one of the following:
  "articleSuggestion": {
    object (ArticleSuggestionData)
  },
  "faqAnswer": {
    object (FaqAnswerData)
  },
  "smartReply": {
    object (SmartReplyData)
  },
  "smartComposeSuggestion": {
    object (SmartComposeSuggestionData)
  },
  "dialogflowInteraction": {
    object (DialogflowInteractionData)
  },
  "conversationSummarizationSuggestion": {
    object (ConversationSummarizationSuggestionData)
  }
  // End of list of possible types for union field data.
}
Fields
annotationId

string

The unique identifier of the annotation. Format: projects/{project}/locations/{location}/conversationDatasets/{dataset}/conversationDataItems/{data_item}/conversationAnnotations/{annotation}
createTime

string (Timestamp format)

The time at which this annotation was created.

A timestamp in RFC3339 UTC "Zulu" format, with nanosecond resolution and up to nine fractional digits. Examples: "2014-10-02T15:01:23Z" and "2014-10-02T15:01:23.045123456Z".
startBoundary

object (AnnotationBoundary)

The boundary in the conversation where the annotation starts, inclusive.
endBoundary

object (AnnotationBoundary)

The boundary in the conversation where the annotation ends, inclusive.
answerFeedback

object (AnswerFeedback)

The feedback that the customer has about the answer in data.
userInput

object (UserInput)

Explicit input used for generating the answer
Union field data. The data in the annotation. data can be only one of the following:
articleSuggestion

object (ArticleSuggestionData)

Agent Assist Article Suggestion data.
faqAnswer

object (FaqAnswerData)

Agent Assist FAQ answer data.
smartReply

object (SmartReplyData)

Agent Assist Smart Reply data.
smartComposeSuggestion

object (SmartComposeSuggestionData)

Agent Assist Smart Compose suggestion data.
dialogflowInteraction

object (DialogflowInteractionData)

Dialogflow interaction data.
conversationSummarizationSuggestion

object (ConversationSummarizationSuggestionData)

Conversation summarization suggestion data.

FaqAnswerData

Agent Assist frequently-asked-question answer data.

JSON representation 
{
  "answer": string,
  "confidenceScore": number,
  "question": string,
  "metadata": {
    string: string,
    ...
  },
  "queryRecord": string,
  "source": string
}
Fields
answer

string

The piece of text from the source knowledge base document.
confidenceScore

number

The system's confidence score that this answer is a good match for this conversation, ranging from 0.0 (completely uncertain) to 1.0 (completely certain).
question

string

The corresponding FAQ question.
metadata

map (key: string, value: string)

Map that contains metadata about the FAQ answer and the document that it originates from.

An object containing a list of "key": value pairs. Example: { "name": "wrench", "mass": "1.3kg", "count": "3" }.
queryRecord

string

The name of the answer record. Format: projects/{project}/locations/{location}/answerRecords/{answerRecord}
source

string

The knowledge document that this answer was extracted from. Format: projects/{project}/knowledgeBases/{knowledgeBase}/documents/{document}.

SmartReplyData

Agent Assist Smart Reply data.

JSON representation 
{
  "reply": string,
  "confidenceScore": number,
  "metadata": {
    string: string,
    ...
  },
  "queryRecord": string
}
Fields
reply

string

The content of the reply.
confidenceScore

number

The system's confidence score that this reply is a good match for this conversation, ranging from 0.0 (completely uncertain) to 1.0 (completely certain).
metadata

map (key: string, value: string)

Map that contains metadata about the Smart Reply and the document from which it originates.

An object containing a list of "key": value pairs. Example: { "name": "wrench", "mass": "1.3kg", "count": "3" }.
queryRecord

string

The name of the answer record. Format: projects/{project}/locations/{location}/answerRecords/{answerRecord}

SmartComposeSuggestionData

Agent Assist Smart Compose suggestion data.

JSON representation 
{
  "suggestion": string,
  "confidenceScore": number,
  "metadata": {
    string: string,
    ...
  },
  "queryRecord": string
}
Fields
suggestion

string

The content of the suggestion.
confidenceScore

number

The system's confidence score that this suggestion is a good match for this conversation, ranging from 0.0 (completely uncertain) to 1.0 (completely certain).
metadata

map (key: string, value: string)

Map that contains metadata about the Smart Compose suggestion and the document from which it originates.

An object containing a list of "key": value pairs. Example: { "name": "wrench", "mass": "1.3kg", "count": "3" }.
queryRecord

string

The name of the answer record. Format: projects/{project}/locations/{location}/answerRecords/{answerRecord}

DialogflowInteractionData

Dialogflow interaction data.

JSON representation 
{
  "dialogflowIntentId": string,
  "confidence": number,
  "detectIntentRequest": {
    "@type": string,
    field1: ...,
    ...
  },
  "detectIntentResponse": {
    "@type": string,
    field1: ...,
    ...
  },
  "flowId": string,
  "flowDisplayName": string,
  "pageId": string,
  "pageDisplayName": string,
  "intentId": string,
  "intentDisplayName": string,
  "endFlowOrSession": boolean,
  "liveAgentHandoff": boolean,
  "inputType": enum (InputType),
  "matchType": enum (MatchType)
}
Fields
dialogflowIntentId

string

The Dialogflow intent resource path. Format: projects/{project}/agent/{agent}/intents/{intent}
confidence

number

The confidence of the match ranging from 0.0 (completely uncertain) to 1.0 (completely certain).
detectIntentRequest

object

The Dialogflow conversation DetectIntentRequest raw data of this turn. This field will only be populated in the GetConversation response and its data format should be same as Dialogflow [DetectIntentRequest] of Sessions.

An object containing fields of an arbitrary type. An additional field "@type" contains a URI identifying the type. Example: { "id": 1234, "@type": "types.example.com/standard/id" }.
detectIntentResponse

object

The Dialogflow conversation DetectIntentResponse raw data of this turn. This field will only be populated in the GetConversation response and its data format should be same as Dialogflow DetectIntentResponse of Sessions.

An object containing fields of an arbitrary type. An additional field "@type" contains a URI identifying the type. Example: { "id": 1234, "@type": "types.example.com/standard/id" }.
flowId

string

The Dialogflow flow id.
flowDisplayName

string

The Dialogflow flow display name. The Dialogflow environment display name.
pageId

string

The Dialogflow page ID.
pageDisplayName

string

The Dialogflow page display name. The Dialogflow environment display name.
intentId

string

The Dialogflow intent ID.
intentDisplayName

string

The Dialogflow intent display name. The Dialogflow environment display name.
endFlowOrSession

boolean

The turn reaches END_FLOW or END_SESSION.
liveAgentHandoff

boolean

Whether the turn was handed off to a human agent.
inputType

enum (InputType)

The input type in this turn.
matchType

enum (MatchType)

The match type in this turn.

UserInput

Explicit input used for generating the answer

JSON representation 
{
  "query": string,
  "generatorName": string,
  "querySource": enum (QuerySource)
}
Fields
query

string

Query text. Article Search uses this to store the input query used to generate the search results.
generatorName

string

The resource name of associated generator. Format: projects/<Project ID>/locations/<Location ID>/generators/<Generator ID>
querySource

enum (QuerySource)

Query source for the answer.

DialogflowIntent

The data for a Dialogflow intent. Represents a detected intent in the conversation, e.g. MAKES_PROMISE.

JSON representation 
{
  "displayName": string
}
Fields
displayName

string

The human-readable name of the intent.

DialogflowCxConversationData

The metadata for a Dialogflow CX conversation.

JSON representation 
{
  "virtualAgentId": string,
  "flowIds": [
    string
  ],
  "flowDisplayNames": [
    string
  ],
  "pageIds": [
    string
  ],
  "pageDisplayNames": [
    string
  ],
  "intentIds": [
    string
  ],
  "intentDisplayNames": [
    string
  ],
  "experimentIds": [
    string
  ],
  "experimentDisplayNames": [
    string
  ],
  "inputAudioDuration": string,
  "outputAudioDuration": string,
  "queryInputStats": {
    object (QueryInputStats)
  },
  "matchTypeStats": {
    object (MatchTypeStats)
  },
  "averageMatchConfidence": number,
  "endSessionExit": boolean,
  "maxWebhookLatency": string,
  "liveAgentHandoff": boolean
}
Fields
virtualAgentId

string

The virtual agent id of this conversation.
flowIds[]

string

The deduped flow UUIDs set.
flowDisplayNames[]

string

The deduped flow display names set.
pageIds[]

string

The deduped page UUIDs set.
pageDisplayNames[]

string

The deduped page display names set.
intentIds[]

string

The deduped intent UUIDs set.
intentDisplayNames[]

string

The deduped intent display names set.
experimentIds[]

string

The deduped experiment UUIDs set.
experimentDisplayNames[]

string

The deduped experiment display names set.
inputAudioDuration

string (Duration format)

The total duration of the user input audio in this conversation.

A duration in seconds with up to nine fractional digits, ending with 's'. Example: "3.5s".
outputAudioDuration

string (Duration format)

The total duration of the agent output audio in this conversation.

A duration in seconds with up to nine fractional digits, ending with 's'. Example: "3.5s".
queryInputStats

object (QueryInputStats)

Query input stats
matchTypeStats

object (MatchTypeStats)

Match type stats.
averageMatchConfidence

number

Average match confidence for all the initent matches in this conversation.
endSessionExit

boolean

Whether the conversation reaches END_FLOW or END_SESSION.
maxWebhookLatency

string (Duration format)

The maximum webhook latency for an individual webhook call in this conversation.

A duration in seconds with up to nine fractional digits, ending with 's'. Example: "3.5s".
liveAgentHandoff

boolean

Whether the conversation was handed off to a human agent.

QueryInputStats

Count by input types in this conversation

JSON representation 
{
  "textCount": integer,
  "intentCount": integer,
  "audioCount": integer,
  "eventCount": integer,
  "dtmfCount": integer
}
Fields
textCount

integer

The number of requests with text input.
intentCount

integer

The number of requests with intent input.
audioCount

integer

The number of requests with audio input.
eventCount

integer

The number of requests with event input.
dtmfCount

integer

The number of requests with DTMF input.

MatchTypeStats

Count by match types in this conversation .

JSON representation 
{
  "intentCount": integer,
  "directIntentCount": integer,
  "parameterFillingCount": integer,
  "noMatchCount": integer,
  "noInputCount": integer,
  "eventCount": integer
}
Fields
intentCount

integer

The number of responses with match type INTENT.
directIntentCount

integer

The number of responses with match type DIRECT_INTENT.
parameterFillingCount

integer

The number of responses with match type PARAMETER_FILLING.
noMatchCount

integer

The number of responses with match type NO_MATCH.
noInputCount

integer

The number of responses with match type NO_INPUT.
eventCount

integer

The number of responses with match type EVENT.