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Live Agent has been put in maintenance mode. The product will continue to be maintained in the foreseeable future. Users can continue to fully rely on Live Agent being available. In future releases, only security updates and bug fixes will be provided; no new features will be released.
The Cognigy Live Agent API provides access to conversations, teams, and agents. It enables you to integrate, automate, and analyze workflows beyond the Live Agent GUI.

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Access the API

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

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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.
EnvironmentAPI Base URL
Trialhttps://liveagent-trial.cognigy.ai
SaaSChoose 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-premisesIn your Live Agent values.yaml file, replace live-agent.example.com in host: "live-agent.example.com" with the API URL from your installation.

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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.

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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"
  2. Replace the following placeholders in 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.

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Troubleshooting

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

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More Information