How to get the communication object for Deals in the Zendesk Sell API (Sales CRM API)? | Community
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How to get the communication object for Deals in the Zendesk Sell API (Sales CRM API)?

  • May 12, 2022
  • 8 replies
  • 0 views
R

When I get Deals from https://api.getbase.com/v2/deals it returns last_activity_at, but it doesn't say what the activity is.  Can I sideload communications somehow, or is there another endpoint that will return the communication object?  I see in the network traffic that the Sell web app is using POST to /apis/views/api/v1/deals/search/ to show this data on the screen, but I'm hoping to avoid re-writing my code to build the search query and all.  

Here's an example of the object I'm looking for:

{
    "communication": {
        "last_touch": {
            "at": "2022-04-20T20:44:27+00:00",
            "medium": "text",
            "participating_user_ids": [
                3434748
            ],
            "direction": "outgoing"
        }
    }
}

    8 replies

    R
    • Ranjeet
    • Author
    • May 12, 2022

    Welp, it looks like the search endpoint won't be an option for me anyway.  https://api.getbase.com/v3/deals/search returns the following.  Is there another endpoint that will return the communication object?

    "error": {
                    "code": "payment_required",
                    "message": "API not available with current subscription",
                    "details": "The request cannot be completed because the requested API is not included in your current subscription. See provided link for details how to get access to the API."
                }

    P
    • Pavitra
    • May 18, 2022
    Hi Ranjeet,
     
    Thanks for reaching out! Yes you are correct in the fact that we don't have an endpoint that specifically tells you what the "last activity" was. It just returns the date/time.
     
    Is this something of interest to you? What would be your use case in this scenario? Maybe I can do some digging and ask around here to see how else we can achieve this or what other workaround or option we may have. Thanks and looking forward to your reply.
    R
    • Ranjeet
    • Author
    • May 19, 2022

    Thanks for the response, @pavitra!  I need to extract the Communication fields "medium",  "participating_user_ids", and  "direction" so I can answer the following questions:

    - How do our leads prefer to communicate (text, phone, or email)?

    - How many leads are waiting on a response from us?

    - Do we convert more Deals to sales if agents call leads vs just text or email?

    In Zendesk Sell I can filter the Deals screen by Communications fields to see some of that info, but I need to extract it programmatically so I can join it to other web analytics data in a dashboard.  Here's a couple of user stories explaining the big picture:

    • As the manager responsible for a team of agents that nurture leads, I want to see our entire sales funnel in a single dashboard so I can allocate resources efficiently.  For example, I want to see traffic to our website, the number of leads that requested information through our website, the number of leads in each stage of our Zendesk Sell pipeline, the number of leads that added products to their Cart, and the number of leads that completed a purchase.
    • As the manager responsible for a team of agents that nurture leads, I want a report to see the following information by agent so I can monitor performance:
    1. Deals owned by the agent
    2. Number of leads in each Pipeline Stage
    3. Number of leads the agent reached out to, break out by phone/text/email
    4. Number of leads that responded to the agent, break out by phone/text/email
    5. Count of communications before a lead converts to a sale
    6. How long do leads wait for a response from the agent?
    P
    • Pavitra
    • May 19, 2022
    Hi Ranjeet,
     
    Thanks for getting back with the detailed summary. Let me look into this a little more and get back with you. 
    R
    • Ranjeet
    • Author
    • May 19, 2022

    Sounds great, I appreciate the help!

    P
    • Pavitra
    • May 24, 2022
    Hi Ranjeet,
     
    How are you doing? Just a quick update that I'm still working on this to get you an answer from our team. I'll get back as soon as I have some more information. 
     
    In the meantime if there is anything else I can help with please let me know.
    P
    • Pavitra
    • May 30, 2022
    Hi Ranjeet,
     
    How are you doing? One of our API experts suggested that you poll Search API. That is the only way you can get all this information. Let me know if you'd like any more information with this or if you have any further questions.
    N
    • Nicolas39
    • January 31, 2024

    Hi,

    I'm also interested in having access to emails details about a deal and a contact in order to create "meta field" according to an external app (basically a Python script) that will automatically generate a "Communication Status" based on emails sent and received.

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