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Case

Manage customer service cases end to end. Supports fetching by case ID, case number, or channel case identifier; creating, updating, patching, and bulk deleting cases; bulk profile-case creation with job status polling; applying macros; merging cases; listing associated message IDs; and retrieving an AI+ case smart summary.

Operations

Fetch cases by ID, case number, or channel case identifier.

Request

Security
bearerAuth and apiKeyAuth
Query
idstring

Comma-separated list of case IDs

caseNumberstring

Comma-separated list of case numbers

pageNumberstring

Page number (0-based); required for channel case fetch

pageSizestring

Page size (default 20, max 100)

channelCaseIdstring

Single channel case ID

channelCaseNumberstring

Single channel case number

curl -i -X GET \
  'https://dev-staging.sprinklr.com/_mock/apis/sprinklr-v3/case?id=string&caseNumber=string&pageNumber=string&pageSize=string&channelCaseId=string&channelCaseNumber=string' \
  -H 'Authorization: Bearer <YOUR_Token_HERE>' \
  -H 'Key: YOUR_API_KEY_HERE'

Responses

Success

Bodyapplication/json
Array [
idstring

Case id

caseNumberinteger, (int64)

Case number

subjectstring

The value of the subject field for this case

descriptionstring

Description of the case

versioninteger, (int32)

version number

statusstring

The state of the case. e.g. Open, Pending, Closed

prioritystring

The Urgency of the case with which case should be addressed

caseTypestring

The type of the case. e.g. Problem, Incident, Task

externalCaseobject(ExternalCase)

Details of linked third party case

externalCaseInfoobject(ExternalCaseInfo)

List of Details of All linked third party case

workflowobject(Workflow)

Workflow details of the case. It includes customproperties, queues, assignment details of the case.

channelCustomPropertiesArray of any(ChannelProperties)

Channel Custom Properties of the case

contactobject(Contact)

Contact details of the case

attachmentany(Attachment)
dueDateinteger, (int64)

If case needs to be resolved within time limit then it has a due date.

summarystring

Case summary

smartSummaryobject(SmartSummary)

Case AI+ summary

createdTimeinteger, (int64)

created time of the case

modifiedTimeinteger, (int64)

last modified time of the case

firstMessageIdstring

message key for the first messages associated to the case.

sentimentinteger, (int32)

numeric value representing sentiment of case

latestProfileMessageAssociatedTimeinteger, (int64)

last time when a message was associated to the profile

conversationIdstring

Conversation Identifier for the first message associated to the case.

firstMessageAssociatedTimeinteger, (int64)

first time when a message was associated to the case

latestMessageAssociatedTimeinteger, (int64)

last time when a message was associated to the case

firstUserBrandResponseCreationTimeinteger, (int64)

first time when an agent responded in the case

avgCaseResponseSLAinteger, (int64)

avg Case Response SLA

totalProcessingClockTimeinteger, (int64)

total processing clock time of all users on the case

allEngagedUsersListArray of strings

all engaged users to the case

associatedFanMessageCountinteger, (int32)

number of fan associated message

associatedBrandMessageCountinteger, (int32)

number of associated brand message

associatedUserBrandMessageCountinteger, (int32)

number of associated user brand message

deletedboolean

is message deleted

latestMessageIdstring

message key for the last message associated to the case.

associatedMessageIdsArray of strings

Associated Message Ids

conversationIntentIdsArray of strings

Conversation Intent Ids

customPropertiesMetadataArray of objects(CustomPropertyWithMetadata)

Custom Property details

]
Response
[
  {
    "id": "string",
    "caseNumber": 0,
    "subject": "string",
    "description": "string",
    "version": 0,
    "status": "string",
    "priority": "string",
    "caseType": "string",
    "externalCase": { … },
    "externalCaseInfo": { … },
    "workflow": { … },
    "channelCustomProperties": [ … ],
    "contact": { … },
    "attachment": { … },
    "dueDate": 0,
    "summary": "string",
    "smartSummary": { … },
    "createdTime": 0,
    "modifiedTime": 0,
    "firstMessageId": "string",
    "sentiment": 0,
    "latestProfileMessageAssociatedTime": 0,
    "conversationId": "string",
    "firstMessageAssociatedTime": 0,
    "latestMessageAssociatedTime": 0,
    "firstUserBrandResponseCreationTime": 0,
    "avgCaseResponseSLA": 0,
    "totalProcessingClockTime": 0,
    "allEngagedUsersList": [ … ],
    "associatedFanMessageCount": 0,
    "associatedBrandMessageCount": 0,
    "associatedUserBrandMessageCount": 0,
    "deleted": true,
    "latestMessageId": "string",
    "associatedMessageIds": [ … ],
    "conversationIntentIds": [ … ],
    "customPropertiesMetadata": [ … ]
  }
]