Fetch Summary Using a Conversation ID

This API retrieves post-call summarization data for a given conversation. It includes AI-generated Summary, agent-edited Summary, customer sentiment, conversation participants, notes added by an Agent during a call, and other metadata.

It supports customers who wish to analyze the differences between the AI-generated and agent-edited Summary results, facilitating accurate analysis of manual edits, accelerating model tuning cycles, and reducing manual investigation efforts through streamlined access to edit data.

It also benefits internal services, reporting systems, and CRM platforms by allowing them to pull the Summary data for downstream workflows such as agent assist, compliance audits, and customer service tracking.

Use the Interaction API to retrieve the Conversation IDs for a given Tenant ID.

Note

Please contact your Uniphore support representative to obtain the Tenant ID.

Endpoint

Method: GET

URL: https://api.<REGION>.cloud.uniphore.com/summary/v1/summaries?conversationId=<cCONV_ID>&tenantId=<TENANT_ID>&environment=<ENV_NAME>

<region> - Mention the name of the region, such as the United States, India, the United Kingdom, the Middle East, and so on, where Real-Time Guidance Agent is installed on the public cloud.

Sample Request

curl --location 'https://api.us.cloud.uniphore.com/summary/v1/summaries?conversationId=d8b6d533-5ec3-4886-8437-ae96153fdb6d&tenantId=3e37631c-78ac-4137-8415-72dcd90b19fd&environment=dev'
--header 'Authorization: Bearer M2M_TOKEN/AUTH_TOKEN'

Header Parameter

In the Header Parameter, mention the authorization token of the Admin or Agent user. For more information on how to obtain user authorization token, click here.

Authorization - Bearer <Token>

Query Parameters

Parameter Name	Mandatory/Optional	Data Type	Description
`conversation_id`	Mandatory	String	ID generated by the Conversation service.
`tenantId`	Mandatory	String	A unique identifier for your account.
`environment`	Mandatory	String	The name of the environment. Three out-of-the-box environments are provided for each account: DEV TEST PROD For more information on multi-environment accounts, click here.

Parameter Name

Mandatory/Optional

Data Type

Description

conversation_id

Mandatory

String

ID generated by the Conversation service.

tenantId

Mandatory

String

A unique identifier for your account.

environment

Mandatory

String

The name of the environment. Three out-of-the-box environments are provided for each account:

DEV
TEST
PROD

For more information on multi-environment accounts, click here.

Sample Response

{  
    "conversationId": "d8b6d533-5ec3-4886-8437-ae96153fdb6d",  
    "businessProcessId": "41410159262787273051742190564749",  
    "tenantId": "3e37631c-78ac-4137-8415-72dcd90b19fd",  
    "environment": "dev",  
    "agentNote": "",  
    "language": "en-us",  
    "header": {    
        "summary": "",    
        "timestamp": "2025-07-14T08:55:51Z"  
    },  
    "intents": [],  
    "participants": [    
        {      
            "participantId": "Apollo",      
            "type": "customer",     
            "ctiAgentId": ""    
        },    
        {      
            "participantId": "87578",      
            "type": "agent",      
            "ctiAgentId": "agent@qatestenv1.com"    
        }  
    ],  
    "genAiSummary": {    
        "sections": [      
         {        
            "id": "customer-sentiment",        
            "text": "<div><n>The customer was satisfied with the service and thanked the agent for their help.<n></div>"      
         },      
         {        
            "id": "summary",        
            "text": " <n>\n\n<n> <n>The agent successfully processed the customer's wireless phone upgrade order, and the customer will receive their new phone within 7-10 business days.\n<n> <n>The customer is calling to check on their wireless phone upgrade options.\n<n> <n>The agent verified the customer's account information, presented the customer with upgrade options, and processed the upgrade order for the customer's new phone (a 256GB iPhone 12). The agent also offered the customer accessories, but the customer declined.\n<n>"      }    ]  },  "genAIGeneratedSummary": {    "sections": [      {        "id": "customer-sentiment",        "text": "<div><n>The customer was satisfied with the service and thanked the agent for their help.<n></div>"      },      {        "id": "summary",        "text": " <n>\n\n<n> <n>The agent successfully processed the customer's wireless phone upgrade order, and the customer will receive their new phone within 7-10 business days.\n<n> <n>The customer is calling to check on their wireless phone upgrade options.\n<n> <n>The agent verified the customer's account information, presented the customer with upgrade options, and processed the upgrade order for the customer's new phone (a 256GB iPhone 12). The agent also offered the customer accessories, but the customer declined.\n<n>"      
        }    
    ]  
},  
"genAIGeneratedSummary": {    
    "sections": [      
        {        
           "id": "customer-sentiment",        
           "text": "<div><n>The customer was satisfied with the service and thanked the agent for their help.<n></div>"      
        },      
        {        
            "id": "summary",        
            "text": " <n>\n\n<n> <n>The agent successfully processed the customer's wireless phone upgrade order, and the customer will receive their new phone within 7-10 business days.\n<n> <n>The customer is calling to check on their wireless phone upgrade options.\n<n> <n>The agent verified the customer's account information, presented the customer with upgrade options, and processed the upgrade order for the customer's new phone (a 256GB iPhone 12). The agent also offered the customer accessories but the customer declined.\n<n>"      
        }    
    ]  
},
"systemIntents": []
}

Response Parameters

Parameter Name	Description
`conversationId`	ID generated by the Conversation Service.
`businessProcessId`	A unique identifier for the Business Process.
`tenantId`	A unique identifier for your account.
`environment`	The name of the environment: Dev, Test, or Prod. For more information on multi-environment accounts, click here.
`agentNote`	Notes captured by an Agent during a call. For more information on adding Notes, click here.
`language`	The CTI language code, which is mapped to the Business Process. For more information on CTI language mapping, click here.
`header`	Header summary generated in real time along with the timestamp. For more information on Header Summary, click here.
`intents`	Summary generated for each intent. For more information on Intents Summary, click here.
`participants`	Agent and customer details.
`genAiSummary`	The Agent-edited version of the Summary.
`genAiGeneratedSummary`	The original system-generated AI-based Call Summary, presented to an Agent in one of the formats defined during the GenAI Call Summary configuration. The Summary includes the following Summary Components, either as a single text block in the 'Unformatted' format or as separate blocks with associated Entities in the 'Separate block for each section' format. call-reasons - The purpose of the call (typically one or more detected Intents), along with any secondary issues or customer requests that may arise during the call. agent-actions - A detailed description of the responses and actions taken by the Agent during the call. call-outcome - Describes the final resolution of the customer’s issue(s). customer-sentiment - Describes how the customer felt at the end of the call. For more information on viewing GenAI Summary in real time, click here. The original contextualized, customized AI-powered Summary, which is automatically generated using the Summary Template assigned to the current Experience when the 'Custom summary configuration' format is selected. For more information on viewing a customized AI-powered call summary, click here.
`systemIntents`	Intent summaries that are not edited by an Agent.

Response and Error Codes

Code	Response
200	Ok - The request has succeeded. This response code will be shown when the Summary is successfully generated for the given request.
401	Authentication failed. This response code will be shown if any of the following scenarios occur: The provided token is not a valid authorization token. The authorization token has already expired.
403	Forbidden. If you use the access token of other roles (Analyst or Supervisor), this response code will be shown. Note This API only allows authorization token of the Admin or Agent user.
500	When the services down, it shows an 'Internal Server Error'.

In this section:

Uniphore Help Center Portal

Fetch Summary Using a Conversation ID

Note

Sample Request

Sample Response

Response and Error Codes

Note

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