GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Genesys + Kore Voice Automation - Manual Installation Guide
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
ID R&D Integration With Kore
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

API List

A number of APIs are available from the SmartAssist Platform. Based on the functionality addressed, the APIs can be categorized as:

Analytics and Reporting APIs

API Description Associated App Scope
Get Intent Real-Time Data To retrieve the most recent conversational data for the given Bot Id. Gets the latest 25 sessions data for the given Bot Id that completed the execution of the flow. SmartAssist Analytics
Historical Agent Status Summary To retrieve the status of every agent for each bucket in the given time interval. The status shown can be available, busy, away, etc. SmartAssist Analytics
Agent Status Details API To retrieve the status of every agent for each bucket in the given time interval. The status shown can be available, busy, away, etc. SmartAssist Analytics
Get All Conversations Data – Call Details To retrieve the raw data for all conversations with the given Account Id. SmartAssist Analytics
List of Conversations To retrieve the list of conversations with the given stream Id. SmartAssist Analytics
Get a specific Conversation To retrieve a particular conversation by providing the Conversation Id. SmartAssist Analytics
Queue Size To retrieve the queueDetails by giving queueId and filters with the given stream Id. SmartAssist Analytics

Agent Creation APIs

API Description Associated App Scope
Create an Agent To add an agent with the given Stream Id. SmartAssist Analytics
List All Agents To retrieve the list of all agents with the given Stream Id. SmartAssist Analytics
Get a Specific Agent To retrieve the details of a particular agent with the given stream Id and agent Id. SmartAssist Analytics
Update a Specific Agent To update the details of a particular agent with the given Stream Id and Agent Id. SmartAssist Analytics
Delete a Specific Agent from a Particular Agent Group To delete a particular agent with the given Stream Id and Agent Id. SmartAssist Analytics

Skills APIs

API Description Associated App Scope
Create a Skill To add a skill with the given Stream Id and Skill Group ID. SmartAssist Analytics
Get All Skills from a Skill Group To retrieve the list of skills with the given Stream Id and Skill Group Id. SmartAssist Analytics
Get a Particular Skill To retrieve the details of a particular skill with the given Stream Id, Skill Group Id, and Skill Id. SmartAssist Analytics
Update a Particular Skill To update a particular skill with the given Stream Id, Skill Group Id, and Skill Id. SmartAssist Analytics
Delete a Skill from a Particular Skill Group To delete a particular skill with the given Stream Id and Agent Id. SmartAssist Analytics

Skill Group APIs

API Description Associated App Scope
Create a Skill Group To add a Skill Group with the given Stream Id. SmartAssist Analytics
Get All Skill Groups To retrieve the list of skills groups with the given Stream Id. SmartAssist Analytics
Get a Skill Group To retrieve the details of a particular skill group with the given Stream Id and Skill Group Id. SmartAssist Analytics
Update a Skill Group To update a particular skill group with the given Stream Id and Skill Group Id. SmartAssist Analytics
Delete a Skill Group To delete a particular skill group with the given Stream Id and Skill Group Id. SmartAssist Analytics

Agent Group APIs

API Description Associated App Scope
Create an Agent Group To add an agent group with the given Stream Id. SmartAssist Analytics
Get All Agent Groups To retrieve the list of agent groups with the given Stream Id. SmartAssist Analytics
Get an Agent Group To retrieve the details of a particular skill with the given Stream Id, Skill Group Id, and Skill Id. SmartAssist Analytics
Update an Agent Group To update a particular agent group with the given Stream Id and Agent Group Id. SmartAssist Analytics
Delete an Agent Group To delete the particular skill group with the given Stream Id and Skill Group Id. SmartAssist Analytics

Contacts Public APIs

API Description Associated App Scope
Create a Contact by Giving Details To create a contact with the given Stream Id. Configuration
Create Bulk Contacts To create bulk contacts from a CSV file with the given Stream Id. Configuration

Import/Export Data APIs

API Description Associated App Scope
Import/Save Data by Giving Details To import/save data with the given accountId and orgId. SmartAssist Import and Export Feature
Export Data by Giving Details To export data with the given accountId and orgId. SmartAssist Import and Export Feature

Call Recording API

API Description Associated App Scope
Fetch Call Recording To retrieve the recording of a specific call using either the user ID or session ID. SmartAssist Recordings
Fetch Call Recording (v2) This API facilitates the downloading of voice call recordings. The API provides an S3-hosted URL where the recording can be accessed. SmartAssist Recordings
Delete Call Recording This API is used to delete Voice Call Recordings. The response varies based on whether the execution is successful or not. Delete Recordings

Outbound Calling API

API Description Associated App Scope
Outbound Calling (SAVG) To trigger an outbound call and receive call status notifications. SmartAssist Dialout

Transfer Conversation to a Specific Agent API

API Description Associated App Scope
Transfer Conversation to a Specific Agent To transfer a conversation to a specific agent using the provided botSessionId and aId. It posts specific messages to the provided callbackUrl to indicate the success or failure of the conversation transfer. Routing

Queue Management APIs

API Description Associated App Scope
Create a Queue To create a queue with the given streamId. Configuration
Get a List of Queues To get a list of queues with the given streamId. Configuration
Get a List of Agents or Queues To get all agents if you have queueIds and all the queues if you have agentIds. Configuration
Get a Specific Queue To get a specific queue with the given streamId and queueId. Configuration
Update a Specific Queue To update a specific queue with the given streamId and queueId. Configuration
Delete a Queue To delete a specific queue with the given streamId and queueId. Configuration

API List

A number of APIs are available from the SmartAssist Platform. Based on the functionality addressed, the APIs can be categorized as:

Analytics and Reporting APIs

API Description Associated App Scope
Get Intent Real-Time Data To retrieve the most recent conversational data for the given Bot Id. Gets the latest 25 sessions data for the given Bot Id that completed the execution of the flow. SmartAssist Analytics
Historical Agent Status Summary To retrieve the status of every agent for each bucket in the given time interval. The status shown can be available, busy, away, etc. SmartAssist Analytics
Agent Status Details API To retrieve the status of every agent for each bucket in the given time interval. The status shown can be available, busy, away, etc. SmartAssist Analytics
Get All Conversations Data – Call Details To retrieve the raw data for all conversations with the given Account Id. SmartAssist Analytics
List of Conversations To retrieve the list of conversations with the given stream Id. SmartAssist Analytics
Get a specific Conversation To retrieve a particular conversation by providing the Conversation Id. SmartAssist Analytics
Queue Size To retrieve the queueDetails by giving queueId and filters with the given stream Id. SmartAssist Analytics

Agent Creation APIs

API Description Associated App Scope
Create an Agent To add an agent with the given Stream Id. SmartAssist Analytics
List All Agents To retrieve the list of all agents with the given Stream Id. SmartAssist Analytics
Get a Specific Agent To retrieve the details of a particular agent with the given stream Id and agent Id. SmartAssist Analytics
Update a Specific Agent To update the details of a particular agent with the given Stream Id and Agent Id. SmartAssist Analytics
Delete a Specific Agent from a Particular Agent Group To delete a particular agent with the given Stream Id and Agent Id. SmartAssist Analytics

Skills APIs

API Description Associated App Scope
Create a Skill To add a skill with the given Stream Id and Skill Group ID. SmartAssist Analytics
Get All Skills from a Skill Group To retrieve the list of skills with the given Stream Id and Skill Group Id. SmartAssist Analytics
Get a Particular Skill To retrieve the details of a particular skill with the given Stream Id, Skill Group Id, and Skill Id. SmartAssist Analytics
Update a Particular Skill To update a particular skill with the given Stream Id, Skill Group Id, and Skill Id. SmartAssist Analytics
Delete a Skill from a Particular Skill Group To delete a particular skill with the given Stream Id and Agent Id. SmartAssist Analytics

Skill Group APIs

API Description Associated App Scope
Create a Skill Group To add a Skill Group with the given Stream Id. SmartAssist Analytics
Get All Skill Groups To retrieve the list of skills groups with the given Stream Id. SmartAssist Analytics
Get a Skill Group To retrieve the details of a particular skill group with the given Stream Id and Skill Group Id. SmartAssist Analytics
Update a Skill Group To update a particular skill group with the given Stream Id and Skill Group Id. SmartAssist Analytics
Delete a Skill Group To delete a particular skill group with the given Stream Id and Skill Group Id. SmartAssist Analytics

Agent Group APIs

API Description Associated App Scope
Create an Agent Group To add an agent group with the given Stream Id. SmartAssist Analytics
Get All Agent Groups To retrieve the list of agent groups with the given Stream Id. SmartAssist Analytics
Get an Agent Group To retrieve the details of a particular skill with the given Stream Id, Skill Group Id, and Skill Id. SmartAssist Analytics
Update an Agent Group To update a particular agent group with the given Stream Id and Agent Group Id. SmartAssist Analytics
Delete an Agent Group To delete the particular skill group with the given Stream Id and Skill Group Id. SmartAssist Analytics

Contacts Public APIs

API Description Associated App Scope
Create a Contact by Giving Details To create a contact with the given Stream Id. Configuration
Create Bulk Contacts To create bulk contacts from a CSV file with the given Stream Id. Configuration

Import/Export Data APIs

API Description Associated App Scope
Import/Save Data by Giving Details To import/save data with the given accountId and orgId. SmartAssist Import and Export Feature
Export Data by Giving Details To export data with the given accountId and orgId. SmartAssist Import and Export Feature

Call Recording API

API Description Associated App Scope
Fetch Call Recording To retrieve the recording of a specific call using either the user ID or session ID. SmartAssist Recordings
Fetch Call Recording (v2) This API facilitates the downloading of voice call recordings. The API provides an S3-hosted URL where the recording can be accessed. SmartAssist Recordings
Delete Call Recording This API is used to delete Voice Call Recordings. The response varies based on whether the execution is successful or not. Delete Recordings

Outbound Calling API

API Description Associated App Scope
Outbound Calling (SAVG) To trigger an outbound call and receive call status notifications. SmartAssist Dialout

Transfer Conversation to a Specific Agent API

API Description Associated App Scope
Transfer Conversation to a Specific Agent To transfer a conversation to a specific agent using the provided botSessionId and aId. It posts specific messages to the provided callbackUrl to indicate the success or failure of the conversation transfer. Routing

Queue Management APIs

API Description Associated App Scope
Create a Queue To create a queue with the given streamId. Configuration
Get a List of Queues To get a list of queues with the given streamId. Configuration
Get a List of Agents or Queues To get all agents if you have queueIds and all the queues if you have agentIds. Configuration
Get a Specific Queue To get a specific queue with the given streamId and queueId. Configuration
Update a Specific Queue To update a specific queue with the given streamId and queueId. Configuration
Delete a Queue To delete a specific queue with the given streamId and queueId. Configuration