Addon Required
The Luware Recording APIs require an additional license addon for your environment. Contact solutions@luware.com or your customer success specialist for more information.
Overview
Luware Recording APIs enable automated data transfer, enhances workflow efficiency, and allows for customized reporting and analytics. Whether you need to pull recorded metadata into a CRM, analytics platform, or other third-party tools, our robust APIs ensure that your data is always accessible, secure, and ready to drive actionable insights.
How does it work?
Customer environments are enabled for APIs by purchasing the API Addon. Luware creates customer specific API key, username and secret which enables authentication to the customers environment within Luware Recording system via an API Gateway.
Customers can then setup integrations with Power Automate, third party applications or other services that will request metadata from the Luware Recording system or trigger actions within the customers Luware Recording environment, such as labelling to enable process automation.
Prerequisites
To start using the Luware Recording APIs, it's important the below prerequisites are completed.
- Luware Recording Licensing: To enable APIs in your subscription, the API standard addon must be purchased for all recorded users within the environment. Contact your sales representative or solutions@luware.com for more information. Once enabled, credentials will be provided to enable API integrations.
- Active Environment: Before utilizing the available APIs, your Luware Recording environment must be setup with some call recordings available for testing.
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API Key and credentials: To start utilizing the available APIs, Luware will provide you with the below information:
- Environment Id: Used to identify your Luware Recording environment.
- API Key: A key used as part of the authentication process.
- API Username: The username of the API account used for API authentication.
- API Password: The password for the API account used for API authentication.
- API FQDN: The fully qualified domain name that API requests will be sent to.
- External Licensing Costs: If using a Microsoft Power Automate flow or another solution to trigger or schedule API requests, you are responsible for licensing solutions outside of Luware Recording. Note that the pricing for these accounts is determined by Microsoft and outside of your Luware subscription.
API Policies
To ensure availability and security of data being extracted from the Luware Recording system, the below policies are enforced on multi-tenant customers:
- Fair usage policy: To maintain availability across all of our customer environments, Luware implements a fair usage policy of 2,000 maximum requests per month per licensed user. For example, if a customer purchases 10 recorded users with the API addon the maximum requests per month is 20,000. Luware will inform the customer via the Luware Service Desk if they are regularly exceeding this limit. Customers who exceed this limit will be requested to reduce usage or excessive over usage will result in additional requests being blocked.
- Rate Limits: All API subscriptions are limited to 120 requests in a 60 second period. A 429 response is received until the rate limited is reset.
- Maximum Results: All API requests are limited to a maximum of 100 results per request. If API requests exceed this threshold the API filtering will reduce the limit back to a maximum of 100.
- Secure Credential Management:
Secure Credential Management
It is the customers responsibility to ensure the API Key, username and password are securely stored and protected. Luware recommends storing them in an Azure Key Vault with restricted access using services such as Privileged Identity Management (PIM).
- Luware will securely transfer API credentials to you.
- The customer or partner is responsible for securely storing and rotating credentials based on their internal policies.
- Luware advises customers to store credentials in an Azure Key Vault.
- Credentials must never be stored in code or shared in plain text.
- If Luware suspects a customers API account credentials are being misused, Luware will disable the API account and inform the customer directly.
Getting Started
After successfully onboarding your environment and capturing some call recordings, the Luware customer success manager will provide the API Credentials required to authenticate to Luware Recording. Contact your customer success manager or support for additional information.