Get AI summary for a support session

Retrieve the AI-generated summary for a support session. This endpoint uses a polling pattern. When the session is first ready to be summarized, generation is triggered automatically and an `in-progress` response is returned immediately. Continue polling until the status is `finished`, or a terminal state like `error` or `expired`. The organization must have **AI Summary** enabled. **Authorization:** Send `Authorization: Bearer {token}` using a bearer token from the API key or a JWT. An API key must be created with the **organization administrator** (`role:group_admin`) or **supervisor** (`role:supervisor`) scope. The JWT payload may include **`roles.group_admin`** or **`roles.supervisor`**; if it does not, the **`user_id`** claim must match the user identity of the agent who created the session. See [How to Get a Session AI Summary](docs/How-to-Get-a-Session-Summary.md) for a complete guide with polling examples.

Authorization

bearerAuth http (bearer)

Parameters

id (path) Required

ID of the support session

string

Responses

200

application/json

object

job_idstring

ID of the AI summary job. Present for all statuses except `not-available` and `disabled`.

string

ID of the AI summary job. Present for all statuses except `not-available` and `disabled`.

statusstring

Current status of the AI summary: - `not-available` - Required session files have not been uploaded yet - `disabled` - AI summaries are disabled for this organization - `ready` - Summary has not been triggered yet; the next request will start generation - `in-progress` - Summary generation has been triggered and is running - `finished` - Summary generation completed successfully - `error` - Summary generation encountered an error - `expired` - Summary generation cannot be completed because the data associated with the summary has expired and been removed

string

summarystring

The AI-generated summary text. Present when `status` is `finished`.

string

The AI-generated summary text. Present when `status` is `finished`.

session_idstring

ID of the support session

string

ID of the support session

{
  "error": {
    "value": {
      "job_id": "12345",
      "status": "error",
      "session_id": "SESSION_ID"
    },
    "summary": "Summary generation failed"
  },
  "expired": {
    "value": {
      "job_id": "12345",
      "status": "expired",
      "session_id": "SESSION_ID"
    },
    "summary": "Summary data no longer available"
  },
  "disabled": {
    "value": {
      "status": "disabled",
      "session_id": "SESSION_ID"
    },
    "summary": "AI summaries disabled for this organization"
  },
  "finished": {
    "value": {
      "job_id": "12345",
      "status": "finished",
      "summary": "The agent assisted the customer with resetting their account password...",
      "session_id": "SESSION_ID"
    },
    "summary": "Summary completed with text included"
  },
  "in-progress": {
    "value": {
      "job_id": "12345",
      "status": "in-progress",
      "session_id": "SESSION_ID"
    },
    "summary": "Summary generation is running"
  },
  "not-available": {
    "value": {
      "status": "not-available",
      "session_id": "SESSION_ID"
    },
    "summary": "Session files not yet uploaded"
  }
}

403

Authorization Problem - either the JWT is malformed or the signature is bad, or permission is denied

application/json

object

codenumber

number

refcodenumber

number

descriptionstring

string

X-Request-Idstring

string

{
  "PermissionDenied": {
    "value": {
      "code": 403,
      "refcode": 200403,
      "description": "Authorization token is invalid: Error request id: 1-62ed207a-24baa293558168e06b8402c3 [8/5/2022, 6:51:54 AM PST]",
      "X-Request-Id": "1-62ed207a-24baa293558168e06b8402c3"
    }
  },
  "MalformedJWTOrBadSignature": {
    "value": {
      "code": 403,
      "refcode": 200403,
      "description": "Authorization token is invalid: JsonWebTokenError request id: 1-62ed1a55-0265e424598b4f1b580bd784 [8/5/2022, 6:25:41 AM PST]",
      "X-Request-Id": "1-62ed1a55-0265e424598b4f1b580bd784"
    }
  }
}

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