Documentation Index
Fetch the complete documentation index at: https://docs.helpgenie.ai/llms.txt
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Insights aggregate conversation data into actionable signals. All data covers a rolling 7-day window. Workspace members have access to the same scope as their workspace owner.
Actions
weekly-summary
Returns a high-level summary of the past 7 days compared to the previous 7-day window. Powers the four summary tiles at the top of the Activity page.
Parameters
| Field | Type | Required | Description |
|---|
adminMode | boolean | No | Admin only — aggregate across all users |
userId | string | No | Admin only — scope to a specific user |
{
"conversations": {
"current": 42,
"previous": 35,
"delta": 20.0
},
"leads": {
"current": 8,
"previous": 6,
"delta": 33.3
},
"attention": {
"current": 5,
"escalations": 2,
"lowSentiment": 2,
"negativeFeedback": 1
},
"silentGenies": {
"current": 1,
"total": 4
},
"window": {
"start": "2024-01-01T00:00:00Z",
"end": "2024-01-08T00:00:00Z"
}
}
delta is the percentage change from previous to current window, or null if there is no previous data.
needs-attention
Returns a prioritised feed of items that require action — escalations, low-sentiment conversations, negative feedback, and Genies with no recent conversations. Up to 10 items per bucket, covering the last 7 days.
Parameters
| Field | Type | Required | Description |
|---|
adminMode | boolean | No | Admin only |
userId | string | No | Admin only |
{
"escalations": [
{
"id": "detail-id",
"conversationId": "conv-id",
"agentId": "agent-uuid",
"agentName": "Support Genie",
"agentBranding": null,
"summary": "Caller requested human escalation.",
"occurredAt": "2024-01-07T10:00:00Z",
"reason": "requested_human"
}
],
"lowSentiment": [
{
"id": "detail-id",
"conversationId": "conv-id",
"agentId": "agent-uuid",
"agentName": "Support Genie",
"agentBranding": null,
"summary": "Caller was frustrated with the response.",
"score": 0.21,
"occurredAt": "2024-01-07T11:00:00Z"
}
],
"negativeFeedback": [
{
"id": "feedback-id",
"conversationId": "conv-id",
"agentId": "agent-uuid",
"agentName": "Support Genie",
"agentBranding": null,
"feedbackText": "Didn't answer my question.",
"occurredAt": "2024-01-07T12:00:00Z"
}
],
"silentGenies": [
{
"agentId": "agent-uuid",
"agentName": "Onboarding Genie",
"agentBranding": null,
"createdAt": "2023-12-01T00:00:00Z"
}
],
"threshold": 0.4,
"window": {
"start": "2024-01-01T00:00:00Z",
"end": "2024-01-08T00:00:00Z"
}
}
threshold is the sentiment score below which a conversation is classified as low sentiment.
Error codes
| Code | Meaning |
|---|
INTERNAL_ERROR | Unexpected server error |
