Quand un appel sortant est décroché par le répondeur du contact, result reste ANSWERED, car l’opérateur considère qu’un répondeur qui décroche est une réponse. Deux champs portent l’information à la place :
Champ
Signification
detected_outbound_voicemail
Un répondeur a décroché (détection automatique ou transcription)
voicemail_left
Un message a effectivement été laissé après le bip
Les deux sont indépendants : detected_outbound_voicemail: true avec voicemail_left: false signifie que l’appel est tombé sur une messagerie et que l’appelant a raccroché sans laisser de message. L’un ou l’autre peut valoir null quand le signal n’a jamais été déterminé. null n’est pas équivalent à false.
Filtrer sur result: "VOICEMAIL" ne renvoie que les messageries entrantes. Pour trouver les appels sortants tombés sur une messagerie, cherchez avec direction: "OUTBOUND" puis filtrez les éléments renvoyés sur detected_outbound_voicemail. Il n’existe pas de filtre de requête pour ce champ.
Le champ search est une recherche par mots-clés, pas une requête en langage naturel. Extrayez les mots-clés de la question de l’utilisateur avant de les transmettre.
L’utilisateur demande
Valeur de search
”Trouver les appels où les clients se sont plaints de la facturation”
"billing complaint"
”Qu’avons-nous discuté à propos de la politique de remboursement ?”
"refund policy"
”Montrer les conversations mentionnant la tarification entreprise”
"enterprise pricing"
Fonctionnement de la correspondance :
Les termes sont combinés avec AND : "billing refund" correspond aux éléments contenant les deux mots
La correspondance par préfixe est utilisée : "bill" correspond à “billing”, “billed”, etc.
La recherche porte sur : les transcriptions d’appels, les résumés d’appels et le contenu des messages SMS
Utilisez sort=RELEVANCE pour classer les résultats par qualité de correspondance plutôt que par date
Éléments SMS, ou appels dont le résumé IA n’est pas encore disponible
duration
Éléments SMS (s’applique uniquement aux appels)
result
Éléments SMS (s’applique uniquement aux appels)
detected_outbound_voicemail
Appels entrants, éléments SMS, ou appels sortants sans détection
voicemail_left
Appels entrants, éléments SMS, ou appels sortants pour lesquels ce n’est pas déterminé
recording_url
Enregistrement désactivé, appel sans réponse, éléments SMS, ou comptes vendus sous la marque d’un partenaire en marque blanche
recording_download_url
Comptes qui n’ont pas été créés par un partenaire, appels d’une équipe HIPAA, appels sans enregistrement, utilisateur de la clé qui ne peut pas écouter l’enregistrement, ou éléments SMS
recording_download_expires_at
Mêmes cas que recording_download_url
recording_duration
Enregistrement désactivé, appel sans réponse, ou éléments SMS
transcript
Non demandé via extend=transcript, ou éléments SMS
content
Éléments d’appel (s’applique uniquement aux SMS)
status
Éléments d’appel (s’applique uniquement aux SMS)
tags
Éléments SMS (les tags s’appliquent uniquement aux appels)
duration est la durée totale de l’appel en secondes, sonnerie incluse. recording_duration est la durée de conversation, celle affichée dans l’application Allo pour les appels enregistrés. Pour les appels sans enregistrement, l’application utilise duration.recording_download_url télécharge le fichier de l’enregistrement sans connexion à Allo, pendant 48 heures. Il n’est renvoyé que sur les lignes des comptes créés par un partenaire, jamais pour un appel HIPAA. Voir Liens vers l’enregistrement.
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