💬服務紀錄

搜尋

GET https://{API_DOMAIN}/api/v1/interact-collection

curl -X GET
    -H "Content-Type: application/json"
    '{"handler_id": 3}'
    https://{API_HOST}/api/v1/interact-collection

Form Data

下表為可使用的過濾條件

PARAMETER	REQUIRED	DEFAULT	TYPE	DESCRIPTION
handler_id	false	NULL	Number	負責專員的 ID
handler_group_id	false	NULL	Number	此服務紀錄負責專員的員工群組
contact_id	false	NULL	Numbe	相關連的客戶 ID
created_at__start	false	NULL	Datetime	服務紀錄開始時間
created_at__end	false	NULL	Datetime	服務紀錄結束時間
is_acw_completed	false	NULL	Boolean	是否為服務完成狀態

Response

PROPERTY	TYPE	DESCRIPTION
data	Array of objects	服務紀錄陣列物件
meta	Object	頁籤資料

{
    "data": [
        {
            "id": 491,
            "is_acw_completed": false,
            "first_enter_queue_at": "2021-04-14 13:36:35",
            "first_start_service_at": "2021-05-06 12:23:25",
            "acw_at": null,
            "last_finished_at": null,
            "handler_id": 1,
            "handler": {
                "id": 1,
                "name": "alice chang",
                "first_name": "alice",
                "last_name": "chang",
                "employee_no": "alice",
                "photo_url": null,
                "identity_no": null,
                "job_title_id": -1,
                "department_id": -1,
                "extension_id": 25,
                "extension": {
                    "id": 25,
                    "type": 3,
                    "extension": "8002",
                    "webrtc_password": "540939228002",
                    "description": null,
                    "media_cluster_id": null
                },
                "profile_id": 2195673,
                "group_id": 1,
                "group": {
                    "id": 1,
                    "name": "客服小組",
                    "description": null,
                    "supervisor_id": 4
                },
                "cti_agent_account": "ag8002",
                "cti_agent": {
                    "id": 6,
                    "account": "ag8002",
                    "group_id": null
                },
                "cti_agent_id": 6,
                "created_at": "2019-05-07 12:37:48",
                "updated_at": "2021-01-07 10:28:04"
            },
            "contact_id": null,
            "contact": null,
            "memo": null,
            "bound_type": 1,
            "logs": [
                {
                    "id": 522,
                    "enter_queue_at": "2021-04-14 13:36:35",
                    "service_start_at": "2021-05-06 12:23:25",
                    "service_end_at": null,
                    "service_time": null,
                    "status": 1,
                    "bound_type": 1,
                    "provider_type": "App\\LivechatContentProvider",
                    "provider": {
                        "id": 61,
                        "message": [
                            {
                                "id": 2675,
                                "type": "text",
                                "content": "哈囉",
                                "is_contact": true,
                                "is_system": false,
                                "is_csat": false,
                                "is_kb": false,
                                "kb_id": null,
                                "sender_id": 5,
                                "question": null,
                                "at": "2021-04-14 13:36:35"
                            }
                        ],
                        "media_contact_id": 109,
                        "media_contact": {
                            "id": 109,
                            "name": "b97beb2d-bc60-4a14-86b1-31de6bfe928e",
                            "gender": null,
                            "state": 1,
                            "uuid": "b97beb2d-bc60-4a14-86b1-31de6bfe928e",
                            "token": "5f7916af6cdfba5efdddba0b981a84c4",
                            "is_visible": true,
                            "channel": "livechat.624de7dfabffd4875c0150ee03b65138.b97beb2d-bc60-4a14-86b1-31de6bfe928e"
                        }
                    },
                    "interact_collection_id": 491,
                    "can_listen": true
                }
            ],
            "sponsor_id": null,
            "sponsor": null,
            "campaign_queue": null,
            "campaign_queue_id": null,
            "reasons": [],
            "reason_ids": [],
            "result_id": null,
            "result": {
                "id": null,
                "name": null,
                "is_active": true,
                "description": null,
                "category_id": null,
                "priority": null,
                "created_at": null,
                "updated_at": null
            },
            "media_cluster_id": null,
            "employee_schedule": null,
            "transfer_logs": [],
            "created_at": "2021-05-06 12:23:25"
        },
    ]

取得單一服務紀錄

https://{API_DOMAIN}/api/v1/interact-collection/{interact-collection}

curl -X GET
    -H "Content-Type: application/json"
    https://{API_HOST}/api/v1/interact-collection/245621

URL Parameters

PARAMETER	REQUIRED	DEFAULT	TYPE	DESCRIPTION
ID	true	NULL	Number	服務紀錄的 ID

Response

PROPERTY	TYPE	DESCRIPTION
data	Object	服務紀錄

{
    "id": 495,
    "is_acw_completed": false,
    "first_enter_queue_at": "2021-04-14 13:36:35",
    "first_start_service_at": "2021-04-15 12:23:25",
    "acw_at": null,
    "last_finished_at": null,
    "handler_id": 1,
    "handler": {
        "id": 1,
        "name": "alice chang",
        "first_name": "alice",
        "last_name": "chang",
        "employee_no": "alice",
        "photo_url": null,
        "identity_no": null,
        "job_title_id": -1,
        "department_id": -1,
        "extension_id": 25,
        "extension": {
            "id": 25,
            "type": 3,
            "extension": "8002",
            "webrtc_password": "540939228002",
            "description": null,
            "media_cluster_id": null
        },
        "profile_id": 2195673,
        "group_id": 1,
        "group": {
            "id": 1,
            "name": "客服小組",
            "description": null,
            "supervisor_id": 4
        },
        "cti_agent_account": "ag8002",
        "cti_agent": {
            "id": 6,
            "account": "ag8002",
            "group_id": null
        },
        "cti_agent_id": 6,
        "created_at": "2019-05-07 12:37:48",
        "updated_at": "2021-01-07 10:28:04"
    },
    "contact_id": null,
    "contact": null,
    "memo": null,
    "bound_type": 1,
    "logs": [
        {
            "id": 522,
            "enter_queue_at": "2021-04-14 13:36:35",
            "service_start_at": "2021-05-06 12:23:25",
            "service_end_at": null,
            "service_time": null,
            "status": 1,
            "bound_type": 1,
            "provider_type": "App\\LivechatContentProvider",
            "interact_collection_id": 491,
            "can_listen": true
        }
    ],
    "sponsor_id": null,
    "sponsor": null,
    "campaign_queue": null,
    "campaign_queue_id": null,
    "reasons": [],
    "reason_ids": [],
    "result_id": null,
    "result": {
        "id": null,
        "name": null,
        "is_active": true,
        "description": null,
        "category_id": null,
        "priority": null,
        "created_at": null,
        "updated_at": null
    },
    "media_cluster_id": null,
    "fb_accounts": [
            {
                "id": 2,
                "name": "110906707118012",
                "media_cluster_id": 4,
                "skills": [
                    {
                        "id": 2,
                        "name": "日文",
                        "description": null,
                        "creater_id": 1
                    },
                ],
                "skill_ids": [
                    2,
                ]
            }
        ],
    "line_account_ids": [],
    "line_accounts": [],
    "employee_schedule": null,
    "transfer_logs": [],
    "created_at": "2021-05-06 12:23:25"
},   

更新服務紀錄

此 API 為 3.06.10 後版本開放。

請求方法: PUT 端點: /api/v1/interact-collection/{interact-collection} 說明: 更新指定服務紀錄的資料。

限制說明

此 API 僅提供修改，不提供新增與刪除。

另有重要限制： 僅當服務紀錄尚未完成時才允許修改。 若該筆服務紀錄已有 acw_at 值，代表該服務已完成，系統將不允許任何異動。現有服務紀錄文件中的回應欄位已可見 acw_at，且未完成案例為 null。

Curl 範例

curl -X PUT \
     -H "Content-Type: application/json" \
     -d '{
       "memo": "客戶表示已收到處理進度，待後續回覆",
       "cz_cols": [
         {
           "id": 4,
           "value": "123456"
         },
         {
           "id": 7,
           "value": "apple"
         },
         {
           "id": 18,
           "value": ["A", "B", "C"]
         }
       ]
     }' \
     https://{API_HOST}/api/v1/interact-collection/245621

URL 參數

參數名稱	必填	預設值	類型	說明
id	是	NULL	Number	服務紀錄的唯一識別碼

表單資料

欄位名稱	必填	預設值	類型	說明
memo	否	NULL	String	備註文字，字數上限 600
cz_cols	否	NULL	Array of objects	自訂欄位資料陣列

cz_cols 物件格式

欄位名稱	必填	預設值	類型	說明
id	是	NULL	Number	自訂欄位 ID
value	是	NULL	String / Array	自訂欄位值；實際型別依欄位設定而定，可為單一字串或陣列

cz_cols 範例

[
  {
    "id": 4,
    "value": "123456"
  },
  {
    "id": 7,
    "value": "apple"
  },
  {
    "id": 18,
    "value": ["A", "B", "C"]
  }
]

回應結構

欄位名稱	類型	說明
data	Object	更新後的單筆服務紀錄資料

回應範例

{
  "data": {
    "id": 245621,
    "memo": "客戶表示已收到處理進度，待後續回覆",
    "acw_at": null,
    "cz_cols": [
      {
        "id": 4,
        "value": "123456"
      },
      {
        "id": 7,
        "value": "apple"
      },
      {
        "id": 18,
        "value": ["A", "B", "C"]
      }
    ],
    "updated_at": "2026-03-20 14:30:00"
  }
}

失敗情境說明

服務紀錄已完成，不允許修改

當服務紀錄已有 acw_at 值時，代表該服務已完成，系統應拒絕更新請求。

{
  "message": "This interact-collection has already been ACWed and cannot be edited."
}