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Agents Platform

Resolve Conversation Reference

Resolve a conversation URL (a Slack message URL or a Zendesk ticket URL) to the deterministic conversation ID for the given agent, then confirm the conversation exists.

get/v1/convai/conversations/resolve

Query parameters

agent_idstring required

Agent id (agent_…) or speech engine external id (seng_), resolved to the same underlying resource.

Example:agent_3701k3ttaq12ewp8b7qv5rfyszkz

Agent id (agent_…) or speech engine external id (seng_), resolved to the same underlying resource.

referencestring required

A Slack message URL or a Zendesk ticket URL.

Example:https://your-domain.zendesk.com/agent/tickets/12345

A Slack message URL or a Zendesk ticket URL.

Headers

xi-api-keystring nullable

Your API key. This is required by most endpoints to access our API programmatically. You can view your xi-api-key using the 'Profile' tab on the website.

Your API key. This is required by most endpoints to access our API programmatically. You can view your xi-api-key using the 'Profile' tab on the website.

Response

Successful Response

agent_idstring required
agent_namestring nullable
conversation_productstring
status'initiated' | 'in-progress' | 'processing' | 'done' | 'failed' required
user_idstring nullable
branch_idstring nullable
version_idstring nullable

The ID of the agent version used for this conversation

environmentstring
conversation_idstring required
has_audioboolean required
has_user_audioboolean required
has_response_audioboolean required
has_auxiliary_audioboolean required
tag_idsstring[]

Conversation tag ids assigned to this conversation.

otlp_tracesobject nullable

OpenTelemetry trace payload when the request uses format=opentelemetry; otherwise omitted.

Example response

{
  "agent_id": "agent_3701k3ttaq12ewp8b7qv5rfyszkz",
  "agent_name": "My agent",
  "conversation_id": "conv_7401k5m9x2p8ec3rqv6dtnhb0fzw",
  "environment": "production",
  "has_audio": true,
  "has_auxiliary_audio": true,
  "has_response_audio": true,
  "has_user_audio": true,
  "metadata": {
    "call_duration_secs": 10,
    "start_time_unix_secs": 1714423232
  },
  "status": "processing",
  "tag_ids": [],
  "transcript": [
    {
      "message": "Hello, how are you?",
      "role": "user",
      "time_in_call_secs": 10
    }
  ],
  "version_id": "agtvrsn_5xM3yVvZQKV0EfqQpLr2"
}

Changes

Changed in 14 of the 30 revisions of this API.81935

  • 661c61f66f751See the full diff
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      added the optional property /// to the response with the status

      response-optional-property-added

  • f366bca2ae3c11See the full diff
    • ●

      added the new dtmf enum value to the /// response property for the response status

      response-property-enum-value-added

    • ○

      added the optional property // to the response with the status

      response-optional-property-added

  • 311280aae31f1See the full diff
    • ○

      added the optional property //// to the response with the status

      response-optional-property-added

  • db6eec599cbe1See the full diff
    • ○

      added the optional property ////// to the response with the status

      response-optional-property-added

  • f053c821dc1831See the full diff
    • ▲

      response property analysis/anyOf[subschema #1: ConversationHistoryAnalysisCommonModel]/data_collection_results/additionalProperties/json_schema/anyOf[subschema #1: LiteralJsonSchemaProperty]/constant_value list-of-types was widened by adding types null to media type application/json of response 200

      response-property-list-of-types-widened

    • ▲

      response property analysis/anyOf[subschema #1: ConversationHistoryAnalysisCommonModel]/data_collection_results_list/items/json_schema/anyOf[subschema #1: LiteralJsonSchemaProperty]/constant_value list-of-types was widened by adding types null to media type application/json of response 200

      response-property-list-of-types-widened

    • ▲

      response property analysis/anyOf[subschema #1: ConversationHistoryAnalysisCommonModel]/scoped/items/data_collection_results/additionalProperties/json_schema/anyOf[subschema #1: LiteralJsonSchemaProperty]/constant_value list-of-types was widened by adding types null to media type application/json of response 200

      response-property-list-of-types-widened

    • ○

      added the optional property / to the response with the status

      response-optional-property-added

  • acb0175c05254See the full diff
    • ●

      added the new gemini-3.7-flash enum value to the /////// response property for the response status

      response-property-enum-value-added

    • ●

      added the new gemini-3.7-flash enum value to the ///// response property for the response status

      response-property-enum-value-added

    • ●

      added the new gemini-3.7-flash enum value to the ///// response property for the response status

      response-property-enum-value-added

    • ●

      added the new gemini-3.7-flash enum value to the ///// response property for the response status

      response-property-enum-value-added

  • d1a4847203ce7See the full diff
    • ●

      added the new avaya enum value to the /// response property for the response status

      response-property-enum-value-added

    • ●

      added the new avaya enum value to the / response property for the response status

      response-property-enum-value-added

    • ●

      added the new avaya_api_key enum value to the / response property for the response status

      response-property-enum-value-added

    • ●

      added the new gemini-3.6-flash enum value to the /////// response property for the response status

      response-property-enum-value-added

    • ●

      added the new gemini-3.6-flash enum value to the ///// response property for the response status

      response-property-enum-value-added

    • ●

      added the new gemini-3.6-flash enum value to the ///// response property for the response status

      response-property-enum-value-added

    • ●

      added the new gemini-3.6-flash enum value to the ///// response property for the response status

      response-property-enum-value-added

  • e77a0a530a82110See the full diff
    • ▲

      the //// response's property type changed from no type to object for status

      response-property-type-changed

    • ○

      added the optional property //// to the response with the status

      response-optional-property-added

    • ○

      added the optional property //// to the response with the status

      response-optional-property-added

    • ○

      added the optional property ///// to the response with the status

      response-optional-property-added

    • ○

      added the optional property ///// to the response with the status

      response-optional-property-added

    • ○

      added the optional property ///// to the response with the status

      response-optional-property-added

    • ○

      added the optional property ///// to the response with the status

      response-optional-property-added

    • ○

      added the optional property ///// to the response with the status

      response-optional-property-added

    • ○

      added the optional property // to the response with the status

      response-optional-property-added

    • ○

      removed subschema #2 from the //// response property anyOf list for the response status

      response-property-any-of-removed

    • ○

      the response property //// became required for the status

      response-property-became-required

  • 1cae8adcc96534See the full diff
    • ●

      added the new audiocodes enum value to the /// response property for the response status

      response-property-enum-value-added

    • ●

      added the new audiocodes enum value to the / response property for the response status

      response-property-enum-value-added

    • ●

      added the new audiocodes_api_key enum value to the / response property for the response status

      response-property-enum-value-added

    • ○

      the response's property default value gemini-2.5-flash was removed for the status

      response-property-default-value-removed

    • ○

      the response's property default value gemini-2.5-flash was removed for the status

      response-property-default-value-removed

    • ○

      the response's property default value gemini-2.5-flash was removed for the status

      response-property-default-value-removed

    • ○

      the response's property default value gemini-2.5-flash was removed for the status

      response-property-default-value-removed

  • ebff0190de5c4See the full diff
    • ●

      added the new gemini-3.5-flash-lite enum value to the /////// response property for the response status

      response-property-enum-value-added

    • ●

      added the new gemini-3.5-flash-lite enum value to the ///// response property for the response status

      response-property-enum-value-added

    • ●

      added the new gemini-3.5-flash-lite enum value to the ///// response property for the response status

      response-property-enum-value-added

    • ●

      added the new gemini-3.5-flash-lite enum value to the ///// response property for the response status

      response-property-enum-value-added