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  • 1.  Chat Transcripts !

    Posted 05-07-2020 09:47
    No replies, thread closed.

    Hi,

    We are working on requirement to get Chat transcripts for the conversations and send it to customers email. I'm not able to get chat messages alone from the APIs. It's coming along with other parameters. Even if I managed to get all the messages in a single array, I'm not able to separate agent messages and customer messages.

    Please help if there is a way to get the chat transcript in below format.

    Agent: Hi
    Agent: How can I help you?
    Customer: I have a query with one of you product.

    Thanks.


    #DigitalChannels

    ------------------------------
    Anurag Gusain
    ------------------------------


  • 2.  RE: Chat Transcripts !

    Posted 05-07-2020 16:24
    No replies, thread closed.
    If you record the chat conversations you can use the API to get all the messages associated with a Conversation ID:

    /api/v2/conversations/{conversationId}/recordings

    However, you would need to do a lot of cleanup to get it in the format you want.

    There is an Idea in the Ideas Lab that you can vote for:

    https://purecloud.ideas.aha.io/ideas/CLDIG-I-299

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Chat Transcripts !

    Posted 05-12-2020 11:03
    No replies, thread closed.
    For others looking for info on how to use the API to create chat transcripts, there is a good thread on the developer forum:

    https://developer.mypurecloud.com/forum/t/get-chat-transcript/7736

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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