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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.

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Actions

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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
FieldTypeRequiredDescription
adminModebooleanNoAdmin only — aggregate across all users
userIdstringNoAdmin only — scope to a specific user
Response 
{
  "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.

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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
FieldTypeRequiredDescription
adminModebooleanNoAdmin only
userIdstringNoAdmin only
Response 
{
  "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.

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Error codes

CodeMeaning
INTERNAL_ERRORUnexpected server error