Cognigy Live Agent API - Cognigy Documentation

Access the API

The API Base URL and an access token are required to access the API.

Choose the API Base URL

The API Base URL is the endpoint for accessing the Cognigy Live Agent OpenAPI. The table outlines the base URLs for different environments.

Environment API Base URL
Trial https://liveagent-trial.cognigy.ai
SaaS Choose the environment you use:
- App (app.cognigy.ai) - https://liveagent-app.cognigy.ai
- App-US - https://liveagent-app-us.cognigy.ai
- Other SaaS - use the https://api-<company-name>.liveagent.cloud/openapi pattern where company-name is your company name. For example, if your company name is abc123, the URL would be:

https://api-abc123.liveagent.cloud/openapi
On-premises In your Live Agent values.yaml file, replace live-agent.example.com in host: "live-agent.example.com" with the API URL from your installation.

Get an Access Token

To use the Live Agent API, you need to get an access token. The token must be passed for each method in the HTTP-Authorization header.

  1. In the bottom-left corner of the Live Agent interface, click your profile icon and select Profile Settings.
  2. In the Access Token section, copy the token and save it for later use.

Make your First API Request

Create a request to get conversation metadata. Select one of the options to make the request:

  1. Open your terminal to create a GET request:
curl -X GET "https://{api_base_url}/api/v1/accounts/{account_id}/conversations/meta" \
   -H "api_access_token: your_access_token"

  1. Replace the following placeholders in the request:

    • Replace {api_base_url} with the base URL of your environment. For example, for the trial environment, use liveagent-trial.cognigy.ai.
    • Replace {account_id} with your Live Agent account ID. Find the ID in the Live Agent URL. For example, in https://liveagent-trial.cognigy.ai/accounts/12345/conversations, the account ID is 12345.
    • Replace your_access_token with the access token you saved.

  2. Open Postman and create a GET request with the following URL: https://{api_base_url}/api/v1/accounts/{account_id}/conversations/meta.

  3. Replace the following placeholders in the request:

    • Replace {api_base_url} with the base URL of your environment. For example, for the trial environment, use liveagent-trial.cognigy.ai.
    • Replace {account_id} with your Live Agent account ID. Find the ID in the Live Agent URL. For example, in https://liveagent-trial.cognigy.ai/accounts/12345/conversations, the account ID is 12345.

  4. Add the authorization header:

    1. Go to the Headers tab.
    2. Add the api_access_token key and set the value to your_access_token.

  5. Click Send to execute the request. You should receive a 200 OK response containing the following JSON:

{
    "meta": {
        "mine_count": 0,
        "assigned_count": 20,
        "unassigned_count": 512,
        "all_count": 532
    }
}

Troubleshooting

Error 401 (unauthorized)

If you receive a 401 Unauthorized error, ensure that you have included the correct access token in the request header.