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Hello!
I wonder why “Get message seen status” https://dev.frontapp.com/reference/get-message-seen-status API works only for outbound messages? Wasn't the initial idea to have a info WHEN a teammate has seen INBOUND message?

{
    "status": 400,
    "title": "Bad request",
    "message": "You cannot see seen status for an inbound message."
}

Why am I asking this? We’re implementing the Frontapp plugin which gonna track the time when a teammate seen a inbound message from a customer (to measure activity of diff(seen,archived)). There’re not those fields in the webhook triggers, so we can’t receive the time of “seen” activities. The plugin context API doesn’t have this data too.

Also I see the internal CONVERSATION by ID request that returns the “seen” data for it. I think it can be useful for our task, but this data is not in the conversation PUBLIC API. 


Could you cover 2 questions please:
1. How to get “seen” information per teammate for a MESSAGE?
2. If for some reason (1) is not possible, how can we receive the CONVERSATION seen info (screenshot) by the public API / plugin context / etc?

Hi Mark,

Our API currently doesn’t support fetching seen statuses for teammates, but some of this data should be available through our analytics platform (https://dev.frontapp.com/reference/create-analytics-report). Can you please let me know what you’re trying to achieve with the teammate seen data, and what you’re looking to achieve with the plugin? It’s possible that you can accomplish your task via our analytics reports instead of a plugin.

 

Thank you!

Thanks for your response.

The API you mentioned can return avg_handle_time that means “Handle time will start from the time a teammate clicks on the Reply button in a message, meaning a draft has been started” (the quote is from the doc https://help.front.com/en/articles/2130), but it’s not the same that a teammate seen a new message.

I’m looking for some metric or idea how to calculate it that returns time between a teammate seen & archived a message.

I asked about this API https://dev.frontapp.com/reference/get-message-seen-status, cus I thought this is a information about when and who already seen a message in a conversation, but it’s a different a bit.

So, generally, avg_handle_time that Front API / Analytics provides us is not that I’m looking for, I am interested in a metric that will reflect the time from when a teammate started working (seen a new message inside the conversation) on a ticket to the time he archived it.
 

 

Hi Mark,

Currently, the internal “seen by” or “read” doesn’t exist as a resource like many other in-app events:

https://dev.frontapp.com/reference/events

Instead, these values are recorded directly to an array on the conversation.  Checking the API, it doesn’t appear that we present the seen_by array in any API context.  Additionally, seen_by isn’t ingested into our analytics engine like when teammates click the reply button.  Both tracking the internal read timestamps as a metric and including it in Core API requests are feature requests.  Please add this idea to our portal here:

https://community.front.com/ideas

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