Get Enquiry Details

• id

String

The unique ID of the enquiry.

uniqueKey

String

You can skip this parameter (it is for internal use)

createdAt

String

The date and time of the enquiry record creation. The value must be in RFC3339 format, e.g. 2022-11-07T00:00:00.000Z.

svcID

String

The service account ID of the enquiry.

inquiry

String

The enquiry ID.

tag

String

The ID of the tag.

visitor

String

The ID of the visitor.

roomID

String

The room ID of the enquiry.

initChannel

String

The channel type of the enquiry. It can be "IM" (Instant Message) or "CALL".

omniType

String

The Omni-Channel Type of the enquiry. It must be "CINNOX".

ip

String

The IP address of the visitor.

language

String

The language of the enquiry. The result shown is the list in the following format:
(ISO 639-1 Language Codes):(Language)
Example: en (Language code of English in ISO 639-1): English (Language)

location

String

The location of the visitor. The result shown is the list in the following format:
(Country represented by Two-letter country code based on ISO 3166-2)
Example: VE. Country=Venezuela.

locationDetail.regionCode

String

The region code of the location of the visitor.

locationDetail.subdivision

String

The subdivision of the country.

locationDetail.city

String

The city where the enquiry comes from.

locationDetailprovince

String

The province where the enquiry comes from.

platform

String

The platform that visitors use for enquiry

status

String

The status of the enquiry. It can be "ongoing", "followed-up", "missed", or "closed".

displayCaseNumber

String

The display enquiry ID in the CINNOX Dashboard.

channel

String

The type of channel of the enquiry. It can be "Weblink", "VirtualNumber", "Email", "ThirdParty", "FACEBOOK", "WHATSAPP", "WECHAT", "LINE" or "WOZTELL".

destinationID

String

The IP of the destination.

destinationName

String

The name of the destination (Service Group).

destinationType

String

The type of the destinations. It can be
"PHONE" (PSTN), "STAFF" (Staff Directory), "TRUNK" (SIP Truck) or "CHATBOT" (Chatbot).

destinationEndPoint

String

The destination endpoint is assigned to handle the enquiry. It can be "STAFF"(Staff), "CHATBOT"(Chatbot) or "IVR" (IVR).

handledType

String

It can be a Phone Number, SIP Trunk or Staff

handledTarget

String

The enquiry owner is represented as a Staff's EID or the phone number.

handledPartyName

String

Staff (agent) name

huntedStaffTargetHistory

String

List of Staff who could pick up this enquiry

type

String

Channel sub-type

id

String

Channel ID

maaiiDisplayName

String

Channel display name

name

String

Third-party display name

inquiryType

String

The enquiry type. It can be

updatedAt

String

Enquiry updated time

closedAt

String

Enquiry close time

inquiryGroup

String

Collapsed enquiries

transferredParty

Array(object)

Destination info that enquiry transferred to

pickedUpAt

String

Enquiry picked-up time

missedAt

String

Enquiry missed time

reopenedAt

String

Enquiry reopened time

handledPartyDepartmentID

String

Department id of the staff

attachment

Boolean

True = There is an attachment in the enquiry chat room.
False = There is no attachment in the enquiry chat room.
The attachment refers to the Chat History for the conversation in the enquiry chat room.

staffFirstName

String

The first name of the staff handling the enquiry.

staffLastName

String

The last name of the staff handling the enquiry.

visitorFirstName

String

The first name of the enquiry's visitor.

visitorLastName

String

The last name of the enquiry's visitor.

inquiryDeepLink

String

The link redirects the staff to the enquiry's chat room.

duration

Number

The duration in milliseconds for an enquiry which is being handled.

closeDuration

Number

The duration is in milliseconds for a closed enquiry.

labelIDs

Array of strings

The ID of the label used for the enquiry. The value = null when no label was applied to the enquiry. The value = Label ID when a label is applied to the enquiry.