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JSON Format

This file is a digital representation of a conversation between a customer and a service agent (or AI). It contains all the important details of the conversation, including when it started, who participated, what was said, and what actions occurred during the conversation.

What’s inside the file:​

  • conversation_id – A unique identifier for each conversation.
  • timestamp – The time when the conversation started.
  • agent_id – The identifier of the agent or bot managing the conversation. (Further elaboration is provided at the end of this page.).
  • is_resolved – Whether the issue was resolved.
  • Csat_score – The customer satisfaction rating (e.g., 4.5 out of 5).
  • missing_info – Information the customer did not provide, for example, a phone number hidden due to privacy.
  • user_data – Information about the customer: account type, subscription tier, language preferences, notifications, and last activity.
  • messages – A list of messages exchanged between the customer and the agent. Each message contains:
  • role – Whether the sender is the customer or the agent.
  • content – The text written by the customer or agent.
  • timestamp – When the message was sent.
  • logs – Internal records documenting actions that occurred during the conversation, such as account lookups or user inputs.

JSON Format:​

[
  {
    "conversation_id": "avon-ai-example-conv-001",
    "timestamp": "2025-01-15T14:30:00.000Z",
    "agent_id": "agent-avon-ai-001",
    "is_resolved": true,
    "csat_score": 4.5,
    "missing_info": {
      "reason": "customer_privacy_preference",
      "fields": ["phone_number"]
    },
    "user_data": {
      "account_type": "premium",
      "subscription_tier": "professional",
      "preferences": {
        "language": "en-US",
        "notifications": true
      },
      "last_activity": "2025-01-14T14:30:00.000Z"
    },
    "messages": [
      {
        "message_id": "msg-001",
        "conversation_id": "avon-ai-example-conv-001",
        "role": "customer",
        "sender_id": "user-001",
        "content": "Hello, I need help with my account billing. I see some charges I don't understand.",
        "timestamp": "2025-01-15T14:30:00.000Z",
        "logs": [
          {
            "action": "user_input",
            "source": "web_chat",
            "session_id": "sess-001"
          }
        ]
      },
      {
        "message_id": "msg-002",
        "conversation_id": "avon-ai-example-conv-001",
        "role": "agent",
        "sender_id": "agent-avon-ai-001",
        "content": "I'd be happy to help you understand your billing charges. Let me review your account details.",
        "timestamp": "2025-01-15T14:30:30.000Z",
        "logs": [
          {
            "action": "account_lookup",
            "status": "success",
            "duration_ms": 245,
            "records_found": 3
          }
        ]
      },
      {
        "message_id": "msg-003",
        "conversation_id": "avon-ai-example-conv-001",
        "role": "customer",
        "sender_id": "user-001",
        "content": "Thank you! That breakdown was very helpful.",
        "timestamp": "2025-01-15T14:32:00.000Z",
        "logs": [
          {
            "action": "satisfaction_indicated",
            "confidence": 0.95
          }
        ]
      }
    ]
  }
]

You need to update the agent_id field in your JSON to match the ID of the agent you want to link. You can find the agent’s ID in their settings: click the three-dot menu next to the agent and look under the General section to see the Agent ID. Enter that ID in the agent_id field in your JSON file.