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Conversation Lifecycle

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Starting Conversations

Conversations are automatically initiated when users interact with your voice agents through phone calls or other channels.

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Monitoring Active Conversations

Track real-time conversation status and metrics:
cURL
curl --request GET \
  --url https://api.threetone.com/v1/voiceai/conversations \
  --header 'x-api-key: YOUR_API_KEY' \
  --header 'Content-Type: application/json'

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Conversation Details

Retrieve detailed information about specific conversations:
cURL
curl --request GET \
  --url https://api.threetone.com/v1/voiceai/conversations/{conversation_id} \
  --header 'x-api-key: YOUR_API_KEY'

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Conversation Analytics

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Key Metrics

Monitor important conversation metrics:
  • Duration: Total conversation time
  • Turn Count: Number of exchanges between user and agent
  • Resolution Status: Whether the conversation was resolved successfully
  • User Satisfaction: Sentiment analysis and feedback scores

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Performance Tracking

Track agent performance across conversations: 
{
  "conversation_id": "conv_123",
  "agent_id": "agent_456",
  "duration_seconds": 180,
  "turn_count": 12,
  "resolution_status": "resolved",
  "satisfaction_score": 4.2,
  "topics": ["product_inquiry", "pricing", "support"]
}

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Conversation History

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Retrieving Transcripts

Access conversation transcripts for analysis:
cURL
curl --request GET \
  --url https://api.threetone.com/v1/voiceai/conversations/{conversation_id}/transcript \
  --header 'x-api-key: YOUR_API_KEY'

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Audio Recordings

Download conversation audio files:
cURL
curl --request GET \
  --url https://api.threetone.com/v1/voiceai/conversations/{conversation_id}/audio \
  --header 'x-api-key: YOUR_API_KEY'

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Real-time Monitoring

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WebSocket Integration

Monitor conversations in real-time using WebSocket connections for live updates on conversation status, transcription, and analytics.

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Alerts and Notifications

Set up alerts for:
  • Long conversation durations
  • Low satisfaction scores
  • Escalation triggers
  • System errors or failures

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Best Practices

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Conversation Quality

  • Monitor average conversation duration
  • Track resolution rates
  • Analyze common conversation patterns
  • Identify areas for agent improvement

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Data Management

  • Implement proper data retention policies
  • Ensure compliance with privacy regulations
  • Regular backup of conversation data
  • Secure storage of sensitive information

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Next Steps