Understanding Conversations and Transactions

To effectively manage and analyze interactions within Parloa, it's essential to comprehend how conversations are organized and how data is processed and accessed through our APIs. This section clarifies the concept of transactions within Parloa and distinguishes between the functionalities of the Analytics API and the ConversationHistory API, in context with managing caller identification data.

Transactions in Parloa

In Parloa, a "transaction" is a detailed record of a specific interaction within the bot, capturing a sequence that includes a user's utterance, the bot's response, and all the activities occurring in between. This comprehensive data collection occurs continuously, ensuring every interaction is documented, regardless of direct access by the customer. In our database, a transaction can further be dissected into multiple records, creating distinct entries for each participant's actions and any analytics events triggered during the interaction.

Analytics API vs. ConversationHistory API

Parloa provides two primary APIs to access and analyze conversation data: the Analytics API and the ConversationHistory API. Each serves a unique purpose and offers different insights into the interactions.

Analytics API

This API focuses on processing data sent to a REST analytics endpoint, which is then stored to compile a record encompassing all interactions, variables, intents, errors, and significant analytics events. It enables customers to extract data subsets for analysis using their own tools, offering a broad view of conversational analytics for optimization and insight generation.

ConversationHistory API

Designed for retrieving the complete history of an individual conversation, this API uses a simple GET request to pull all interactions associated with a unique conversation ID into a single file. Unlike the Analytics API, the ConversationHistory API organizes data to highlight the distinct transactions involving speech or input from either the bot or the caller, providing a granular view of each conversation's flow until its conclusion.

Caller ID Data Management

Managing caller ID data in Parloa is integral to our telephony integration processes. This involves handling specific challenges, such as a customer's PBX system's limitations in sending Call-IDs back and forth, requiring innovative solutions for querying stored call data effectively. Our approach ensures privacy, security, and compliance with GDPR and other data protection regulations, emphasizing the creation of unique identifiers and careful management of caller identification data.