Get detailed unanswered conversations

Overview

Get detailed information about open conversations that haven’t received a response yet. This endpoint provides comprehensive filtering options and includes waiting time, assigned team members, pipeline/stage information, and more. This is your go-to endpoint for building comprehensive support dashboards and monitoring unresponded conversations across your entire organization.

Use Cases

Support Dashboard: Display all conversations waiting for response
Team Assignment: See which conversations need team member assignment
Pipeline Monitoring: Track unanswered conversations by pipeline/stage
SLA Compliance: Monitor response time SLAs
Workload Planning: Understand current demand and bottlenecks
Performance Tracking: Measure how quickly conversations are being handled

Authentication

This endpoint requires authentication using an API key. Include your API key in the request header:

x-api-key: your_api_key_here

Query Parameters

Parameter	Type	Required	Description
`page`	number	No	Page number for pagination (default: 1)
`agentIds`	string[]	No	Filter by specific team member IDs
`pipelineId`	string	No	Filter by specific pipeline
`stageIds`	string[]	No	Filter by specific stages
`hideArchived`	boolean	No	Hide archived conversations (default: true)
`hideUnassigned`	boolean	No	Hide unassigned conversations (default: true)

Response Structure

Field	Type	Description
`contacts`	array	Array of contact objects with details
`hasNextPage`	boolean	Whether there are more pages available
`nextPage`	string	Next page number (if available)
`total`	number	Total number of unanswered conversations

Contact Object

Field	Type	Description
`ai_contact_id`	string (UUID)	Contact’s unique identifier
`name`	string	Contact’s name
`current_stage`	string	Current pipeline stage name
`current_pipeline`	string	Current pipeline name
`waiting_time`	number	Time waiting in milliseconds
`assigned_agents`	array	Array of assigned team member objects

Assigned Agent Object

Field	Type	Description
`agent_id`	string (UUID)	Team member’s unique identifier
`agent_name`	string	Team member’s full name

Example Requests

Get All Unanswered Conversations

curl --request GET \
  'https://api.vambe.ai/api/analytics/team/snapshot/unanswered-conversations-details?page=1' \
  --header 'x-api-key: your_api_key_here'

Filter by Pipeline

curl --request GET \
  'https://api.vambe.ai/api/analytics/team/snapshot/unanswered-conversations-details?page=1&pipelineId=550e8400-e29b-41d4-a716-446655440000' \
  --header 'x-api-key: your_api_key_here'

Filter by Team Members

curl --request GET \
  'https://api.vambe.ai/api/analytics/team/snapshot/unanswered-conversations-details?page=1&agentIds=agent-1,agent-2' \
  --header 'x-api-key: your_api_key_here'

Show Unassigned Only

curl --request GET \
  'https://api.vambe.ai/api/analytics/team/snapshot/unanswered-conversations-details?page=1&hideUnassigned=false' \
  --header 'x-api-key: your_api_key_here'

Example Response

{
  "contacts": [
    {
      "ai_contact_id": "df980fc8-b6db-4820-bf22-2969482d106d",
      "name": "Maria Rodriguez",
      "current_stage": "Lead",
      "current_pipeline": "Sales Pipeline",
      "waiting_time": 3600000,
      "assigned_agents": [
        {
          "agent_id": "228d7a0d-9072-4ca8-939b-959b75cc606a",
          "agent_name": "John Doe"
        }
      ]
    },
    {
      "ai_contact_id": "880e8400-e29b-41d4-a716-446655440003",
      "name": "Carlos Silva",
      "current_stage": "Qualified",
      "current_pipeline": "Sales Pipeline",
      "waiting_time": 1800000,
      "assigned_agents": []
    }
  ],
  "hasNextPage": true,
  "nextPage": "2",
  "total": 42
}

Common Use Cases

1. Display Unanswered Queue

const displayUnansweredQueue = async () => {
  const response = await fetch(
    'https://api.vambe.ai/api/analytics/team/snapshot/unanswered-conversations-details?page=1',
    {
      headers: {
        'x-api-key': 'your_api_key_here',
      },
    },
  );

  const { contacts, total } = await response.json();

  console.log(`📋 Unanswered Conversations Queue (${total} total)\n`);

  contacts.forEach((contact, index) => {
    const waitMinutes = Math.floor(contact.waiting_time / 1000 / 60);
    const waitHours = Math.floor(waitMinutes / 60);
    const urgency = waitHours > 1 ? '🔴' : waitMinutes > 30 ? '🟡' : '🟢';

    console.log(`${urgency} ${index + 1}. ${contact.name}`);
    console.log(
      `   Waiting: ${waitHours > 0 ? `${waitHours}h ` : ''}${waitMinutes % 60}m`,
    );
    console.log(
      `   Pipeline: ${contact.current_pipeline} → ${contact.current_stage}`,
    );
    console.log(
      `   Assigned: ${contact.assigned_agents.length > 0 ? contact.assigned_agents.map((a) => a.agent_name).join(', ') : 'None'}\n`,
    );
  });

  return contacts;
};

2. Find Unassigned Conversations

const findUnassignedConversations = async () => {
  const response = await fetch(
    'https://api.vambe.ai/api/analytics/team/snapshot/unanswered-conversations-details?page=1&hideUnassigned=false',
    {
      headers: {
        'x-api-key': 'your_api_key_here',
      },
    },
  );

  const { contacts } = await response.json();

  const unassigned = contacts.filter((c) => c.assigned_agents.length === 0);

  console.log(`Found ${unassigned.length} unassigned conversations`);

  return unassigned;
};

3. Monitor Specific Pipeline

const monitorSalesPipeline = async (salesPipelineId) => {
  const response = await fetch(
    `https://api.vambe.ai/api/analytics/team/snapshot/unanswered-conversations-details?page=1&pipelineId=${salesPipelineId}`,
    {
      headers: {
        'x-api-key': 'your_api_key_here',
      },
    },
  );

  const { contacts, total } = await response.json();

  const byStage = contacts.reduce((acc, contact) => {
    const stage = contact.current_stage;
    if (!acc[stage]) acc[stage] = [];
    acc[stage].push(contact);
    return acc;
  }, {});

  console.log(`Sales Pipeline - ${total} unanswered conversations\n`);

  Object.entries(byStage).forEach(([stage, contacts]) => {
    console.log(`${stage}: ${contacts.length} conversations`);
  });

  return byStage;
};

4. Fetch All Pages

const getAllUnansweredConversations = async () => {
  let allContacts = [];
  let page = 1;
  let hasMore = true;

  while (hasMore) {
    const response = await fetch(
      `https://api.vambe.ai/api/analytics/team/snapshot/unanswered-conversations-details?page=${page}`,
      {
        headers: {
          'x-api-key': 'your_api_key_here',
        },
      },
    );

    const data = await response.json();
    allContacts = allContacts.concat(data.contacts);
    hasMore = data.hasNextPage;
    page++;

    console.log(`Fetched page ${page - 1}, total: ${allContacts.length}`);
  }

  console.log(`Retrieved all ${allContacts.length} unanswered conversations`);
  return allContacts;
};

Waiting Time

The waiting_time field is in milliseconds. To convert:

const millisToMinutes = (millis) => Math.floor(millis / 1000 / 60);
const millisToHours = (millis) => Math.floor(millis / 1000 / 60 / 60);

// Usage
contact.waiting_time = 3600000; // 1 hour
console.log(`${millisToMinutes(contact.waiting_time)} minutes`); // 60 minutes
console.log(`${millisToHours(contact.waiting_time)} hours`); // 1 hour

Filter Behavior

hideArchived: true (default): Excludes archived conversations
hideUnassigned: true (default): Excludes conversations with no assigned team members
agentIds: Shows only conversations assigned to specified team members
pipelineId: Shows only conversations in specified pipeline
stageIds: Shows only conversations in specified stages

Error Responses

Status Code	Description
400	Bad Request - Invalid parameters
401	Unauthorized - Invalid or missing API key
500	Internal Server Error - Something went wrong

Important Notes

Real-time Data: Waiting times calculated at query time
Only Open Conversations: Closed conversations excluded
Default Filters: By default hides archived and unassigned
Milliseconds: All time values in milliseconds
Sorted by Wait Time: Longest waiting appears first

GET /api/public/analytics/contacts/by-status - Simpler alternative with status filter
GET /api/analytics/team/snapshot/agent-distribution - Current workload distribution
POST /api/public/contact//assign-team-member/ - Assign conversations

Best Practices

1. Monitor Regularly

// Check every 5 minutes for long-waiting conversations
setInterval(
  async () => {
    const response = await fetch(
      'https://api.vambe.ai/api/analytics/team/snapshot/unanswered-conversations-details?page=1',
      {
        headers: { 'x-api-key': 'your_api_key_here' },
      },
    );

    const { contacts } = await response.json();

    const urgent = contacts.filter((c) => c.waiting_time / 1000 / 60 > 30);

    if (urgent.length > 0) {
      console.warn(`⚠️ ${urgent.length} conversations waiting > 30 minutes`);
      // Send alert, auto-assign, etc.
    }
  },
  5 * 60 * 1000,
);

2. Use Filters Effectively

// Good: Filter by relevant criteria
const response = await fetch(
  'https://api.vambe.ai/api/analytics/team/snapshot/unanswered-conversations-details?page=1&pipelineId=sales-id&hideArchived=true',
  { headers: { 'x-api-key': 'your_api_key_here' } },
);

// Avoid: Fetching everything without filters (can be slow)

3. Handle Pagination

// Good: Process pages incrementally
for (let page = 1; page <= 10; page++) {
  const data = await fetchPage(page);
  if (!data.hasNextPage) break;
  processBatch(data.contacts);
}

// Avoid: Fetching all pages at once (memory intensive)

Headers

x-api-key

string

required

API key

Query Parameters

page

number

Page number for pagination (default: 1)

Example:

1

agentIds

string[]

Optional array of agent IDs to filter by specific agents

Example:

["agent-id-1", "agent-id-2"]

pipelineId

string

Optional pipeline ID to filter by specific pipeline

Example:

"pipeline-id-1"

stageIds

string[]

Optional array of stage IDs to filter by specific stages

Example:

["stage-id-1", "stage-id-2"]

hideArchived

boolean

Optional boolean to filter by archived conversations

Example:

true

hideUnassigned

boolean

required

Response

200 - application/json

Successfully retrieved detailed unanswered conversations

contacts

object[]

Show child attributes

hasNextPage

boolean

Indicates if there are more pages

Example:

true

string | null

Next page number if available

Example:

"2"

total

number

Total number of unanswered conversations

Example:

100

Team Analytics

Contact Analytics

Performance Metrics

Event Tracking

Get detailed unanswered conversations

Overview

Use Cases

Authentication

Query Parameters

Response Structure

Contact Object

Assigned Agent Object

Example Requests

Get All Unanswered Conversations

Filter by Pipeline

Filter by Team Members

Show Unassigned Only

Example Response

Common Use Cases

1. Display Unanswered Queue

2. Find Unassigned Conversations

3. Monitor Specific Pipeline

4. Fetch All Pages

Waiting Time

Filter Behavior

Error Responses

Important Notes

Best Practices

1. Monitor Regularly

2. Use Filters Effectively

Headers

Query Parameters

Response

Team Analytics

Contact Analytics

Performance Metrics

Event Tracking

​Overview

​Use Cases

​Authentication

​Query Parameters

​Response Structure

​Contact Object

​Assigned Agent Object

​Example Requests

​Get All Unanswered Conversations

​Filter by Pipeline

​Filter by Team Members

​Show Unassigned Only

​Example Response

​Common Use Cases

​1. Display Unanswered Queue

​2. Find Unassigned Conversations

​3. Monitor Specific Pipeline

​4. Fetch All Pages

​Waiting Time

​Filter Behavior

​Error Responses

​Important Notes

​Related Endpoints

​Best Practices

​1. Monitor Regularly

​2. Use Filters Effectively

​3. Handle Pagination

Headers

Query Parameters

Response

Overview

Use Cases

Authentication

Query Parameters

Response Structure

Contact Object

Assigned Agent Object

Example Requests

Get All Unanswered Conversations

Filter by Pipeline

Filter by Team Members

Show Unassigned Only

Example Response

Common Use Cases

1. Display Unanswered Queue

2. Find Unassigned Conversations

3. Monitor Specific Pipeline

4. Fetch All Pages

Waiting Time

Filter Behavior

Error Responses

Important Notes

Related Endpoints

Best Practices

1. Monitor Regularly

2. Use Filters Effectively

3. Handle Pagination