Conversation analytics for an inbox

curl --request GET \
  --url https://core-api.getaptly.com/api/inboxes/{channelId}/analytics \
  --header 'x-token: <api-key>'

const options = {method: 'GET', headers: {'x-token': '<api-key>'}};

fetch('https://core-api.getaptly.com/api/inboxes/{channelId}/analytics', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://core-api.getaptly.com/api/inboxes/{channelId}/analytics",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "GET",
  CURLOPT_HTTPHEADER => [
    "x-token: <api-key>"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}

package main

import (
	"fmt"
	"net/http"
	"io"
)

func main() {

	url := "https://core-api.getaptly.com/api/inboxes/{channelId}/analytics"

	req, _ := http.NewRequest("GET", url, nil)

	req.Header.Add("x-token", "<api-key>")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}

require 'uri'
require 'net/http'

url = URI("https://core-api.getaptly.com/api/inboxes/{channelId}/analytics")

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Get.new(url)
request["x-token"] = '<api-key>'

response = http.request(request)
puts response.read_body

{
  "data": {
    "threadCount": 123,
    "contactCount": 123,
    "volume": {
      "in": 123,
      "out": 123,
      "total": 123
    },
    "avgFirstResponseHrs": 123,
    "avgResponseHrs": 123,
    "responseCount": 123,
    "oneTouchPct": 123,
    "oneTouchCount": 123,
    "reopenRatePct": 123,
    "reopenedCount": 123,
    "noCustomerResponseCount": 123,
    "awaitingOurReplyCount": 123,
    "sentiment": {
      "enabled": true,
      "avg": 123,
      "coverage": {
        "scoredThreads": 123,
        "threadCount": 123,
        "pct": 123
      }
    },
    "window": {
      "from": "2023-11-07T05:31:56Z",
      "to": "2023-11-07T05:31:56Z"
    },
    "topics": [
      {
        "topicId": "<string>",
        "label": "<string>",
        "emoji": "<string>",
        "color": "<string>",
        "threadCount": 123
      }
    ],
    "groups": [
      {
        "key": "<string>",
        "label": "<string>",
        "threadCount": 123,
        "contactCount": 123,
        "volume": {
          "in": 123,
          "out": 123,
          "total": 123
        },
        "avgFirstResponseHrs": 123,
        "avgResponseHrs": 123,
        "responseCount": 123,
        "oneTouchPct": 123,
        "oneTouchCount": 123,
        "reopenRatePct": 123,
        "reopenedCount": 123,
        "noCustomerResponseCount": 123,
        "awaitingOurReplyCount": 123,
        "sentiment": {
          "enabled": true,
          "avg": 123,
          "coverage": {
            "scoredThreads": 123,
            "threadCount": 123,
            "pct": 123
          }
        }
      }
    ]
  }
}

{
  "error": "<string>",
  "message": "<string>"
}

Inboxes

Conversation analytics for an inbox

Aggregated conversation metrics for one inbox over a date range.

Response times are business-hours aware — they use the company’s configured business hours and holidays, the same basis as in-app reports, so figures reconcile. responseCount is the number of replies the averages were computed from.

Averages and rates are null rather than 0 when the window contains nothing to measure. Automated/junk threads are excluded unless includeJunk=true.

sentiment carries a numeric average plus the coverage it was computed from, and enabled reports whether scoring is currently switched on for the inbox. Scores exist only for threads the pipeline actually scored, so a coverage of 40% means the average describes 40% of the window’s threads. topics lists the categories applied to threads in the window with their thread counts.

Qualitative tone summaries (prose descriptions of tone) are not part of this endpoint yet and are absent from the response rather than returned as null.

GET

api

inboxes

{channelId}

analytics

Conversation analytics for an inbox

curl --request GET \
  --url https://core-api.getaptly.com/api/inboxes/{channelId}/analytics \
  --header 'x-token: <api-key>'

const options = {method: 'GET', headers: {'x-token': '<api-key>'}};

fetch('https://core-api.getaptly.com/api/inboxes/{channelId}/analytics', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://core-api.getaptly.com/api/inboxes/{channelId}/analytics",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "GET",
  CURLOPT_HTTPHEADER => [
    "x-token: <api-key>"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}

package main

import (
	"fmt"
	"net/http"
	"io"
)

func main() {

	url := "https://core-api.getaptly.com/api/inboxes/{channelId}/analytics"

	req, _ := http.NewRequest("GET", url, nil)

	req.Header.Add("x-token", "<api-key>")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}

require 'uri'
require 'net/http'

url = URI("https://core-api.getaptly.com/api/inboxes/{channelId}/analytics")

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Get.new(url)
request["x-token"] = '<api-key>'

response = http.request(request)
puts response.read_body

{
  "data": {
    "threadCount": 123,
    "contactCount": 123,
    "volume": {
      "in": 123,
      "out": 123,
      "total": 123
    },
    "avgFirstResponseHrs": 123,
    "avgResponseHrs": 123,
    "responseCount": 123,
    "oneTouchPct": 123,
    "oneTouchCount": 123,
    "reopenRatePct": 123,
    "reopenedCount": 123,
    "noCustomerResponseCount": 123,
    "awaitingOurReplyCount": 123,
    "sentiment": {
      "enabled": true,
      "avg": 123,
      "coverage": {
        "scoredThreads": 123,
        "threadCount": 123,
        "pct": 123
      }
    },
    "window": {
      "from": "2023-11-07T05:31:56Z",
      "to": "2023-11-07T05:31:56Z"
    },
    "topics": [
      {
        "topicId": "<string>",
        "label": "<string>",
        "emoji": "<string>",
        "color": "<string>",
        "threadCount": 123
      }
    ],
    "groups": [
      {
        "key": "<string>",
        "label": "<string>",
        "threadCount": 123,
        "contactCount": 123,
        "volume": {
          "in": 123,
          "out": 123,
          "total": 123
        },
        "avgFirstResponseHrs": 123,
        "avgResponseHrs": 123,
        "responseCount": 123,
        "oneTouchPct": 123,
        "oneTouchCount": 123,
        "reopenRatePct": 123,
        "reopenedCount": 123,
        "noCustomerResponseCount": 123,
        "awaitingOurReplyCount": 123,
        "sentiment": {
          "enabled": true,
          "avg": 123,
          "coverage": {
            "scoredThreads": 123,
            "threadCount": 123,
            "pct": 123
          }
        }
      }
    ]
  }
}

{
  "error": "<string>",
  "message": "<string>"
}

Authorizations

x-token

string

header

required

Path Parameters

channelId

string

required

External channel meta ID (meta.id) of the inbox.

Query Parameters

dateFrom

string<date-time>

dateTo

string<date-time>

Exclusive. Range must not exceed 400 days.

groupBy

enum<string>

Break the same metrics out per assignee, or per the counterpart's contact type. Omit for a single total.

Available options:

assignee,

contactType

includeJunk

boolean

default:false

Response

Aggregated metrics for the window.

data

object

Averages and rates are null (not 0) when the window has nothing to measure.

Show child attributes