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You can get both IDs from the conversation details:

1. The conversationId is the ID of the Genesys interaction.
2. Then, use this API to get the SessionID:

• GET /api/v2/analytics/conversations/{conversationId}/details

3. In the customer participant, look for the messaging session. The sessionId is the value you should use as the communicationId, then call the API:

• GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{sessionId}/transcripturl

One thing to keep in mind is that the transcript may not be available immediately when the customer ends the conversation, since Speech and Text Analytics processing can occur after the interaction.

Hey Leonardo , 

Thanks for your response, 

I'd like to know how do we get the conversation ID from the UI? or is it exposed only on the agent portal? We are trying to get the chat transcript by making API Calls. If conversation ID can be fetched via API I need that details as the API explorer doc is bit confusing. :) Could you help me with the details? 

------------------------------
Kamesh S
------------------------------


Original Message:
Sent: 08-12-2026 13:46
From: Leonardo Teixeira
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

You can get both IDs from the conversation details:

1. The conversationId is the ID of the Genesys interaction.
2. Then, use this API to get the SessionID:

• GET /api/v2/analytics/conversations/{conversationId}/details

3. In the customer participant, look for the messaging session. The sessionId is the value you should use as the communicationId, then call the API:

• GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{sessionId}/transcripturl

One thing to keep in mind is that the transcript may not be available immediately when the customer ends the conversation, since Speech and Text Analytics processing can occur after the interaction.

------------------------------
Leonardo Teixeira
NA
------------------------------

Hi Kamesh,

Hi,

Yes, you can get the conversationId from both the Genesys Cloud UI and via API.

In the UI, you can find it from Performance > Workspace > Interactions. You can add the Conversation ID column, and it is also available from the interaction details/URL. Genesys has a short guide here:

https://help.genesys.cloud/video/finding-the-conversation-id/

If you're retrieving it programmatically, you can use:

POST /api/v2/analytics/conversations/details/query

to search completed Web Messaging interactions using your required filters. The response will contain the conversationId. Then you can follow Leonardo's steps:

conversationId → GET /api/v2/analytics/conversations/{conversationId}/details → customer messaging sessionId → transcript URL API.

So you don't need to rely on the agent portal to obtain it.

Hey Leonardo , 

Thanks for your response, 

I'd like to know how do we get the conversation ID from the UI? or is it exposed only on the agent portal? We are trying to get the chat transcript by making API Calls. If conversation ID can be fetched via API I need that details as the API explorer doc is bit confusing. :) Could you help me with the details? 

You can get both IDs from the conversation details:

1. The conversationId is the ID of the Genesys interaction.
2. Then, use this API to get the SessionID:

• GET /api/v2/analytics/conversations/{conversationId}/details

3. In the customer participant, look for the messaging session. The sessionId is the value you should use as the communicationId, then call the API:

• GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{sessionId}/transcripturl

One thing to keep in mind is that the transcript may not be available immediately when the customer ends the conversation, since Speech and Text Analytics processing can occur after the interaction.

Hi Kamesh,

Hi,

Yes, you can get the conversationId from both the Genesys Cloud UI and via API.

In the UI, you can find it from Performance > Workspace > Interactions. You can add the Conversation ID column, and it is also available from the interaction details/URL. Genesys has a short guide here:

https://help.genesys.cloud/video/finding-the-conversation-id/

If you're retrieving it programmatically, you can use:

POST /api/v2/analytics/conversations/details/query

to search completed Web Messaging interactions using your required filters. The response will contain the conversationId. Then you can follow Leonardo's steps:

conversationId → GET /api/v2/analytics/conversations/{conversationId}/details → customer messaging sessionId → transcript URL API.

So you don't need to rely on the agent portal to obtain it.

Hey Leonardo , 

Thanks for your response, 

I'd like to know how do we get the conversation ID from the UI? or is it exposed only on the agent portal? We are trying to get the chat transcript by making API Calls. If conversation ID can be fetched via API I need that details as the API explorer doc is bit confusing. :) Could you help me with the details? 

You can get both IDs from the conversation details:

1. The conversationId is the ID of the Genesys interaction.
2. Then, use this API to get the SessionID:

• GET /api/v2/analytics/conversations/{conversationId}/details

3. In the customer participant, look for the messaging session. The sessionId is the value you should use as the communicationId, then call the API:

• GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{sessionId}/transcripturl

One thing to keep in mind is that the transcript may not be available immediately when the customer ends the conversation, since Speech and Text Analytics processing can occur after the interaction.

Hi Phaneendra, 

Could you help me with the above query please? 

------------------------------
Kamesh S
------------------------------


Original Message:
Sent: 08-13-2026 01:12
From: Phaneendra Avatapalli
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

Hi Kamesh,

Hi,

Yes, you can get the conversationId from both the Genesys Cloud UI and via API.

In the UI, you can find it from Performance > Workspace > Interactions. You can add the Conversation ID column, and it is also available from the interaction details/URL. Genesys has a short guide here:

https://help.genesys.cloud/video/finding-the-conversation-id/

If you're retrieving it programmatically, you can use:

POST /api/v2/analytics/conversations/details/query

to search completed Web Messaging interactions using your required filters. The response will contain the conversationId. Then you can follow Leonardo's steps:

conversationId → GET /api/v2/analytics/conversations/{conversationId}/details → customer messaging sessionId → transcript URL API.

So you don't need to rely on the agent portal to obtain it.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------



Original Message:
Sent: 08-13-2026 00:36
From: Kamesh S
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

Hey Leonardo , 

Thanks for your response, 

I'd like to know how do we get the conversation ID from the UI? or is it exposed only on the agent portal? We are trying to get the chat transcript by making API Calls. If conversation ID can be fetched via API I need that details as the API explorer doc is bit confusing. :) Could you help me with the details? 

------------------------------
Kamesh S
------------------------------




Original Message:
Sent: 08-12-2026 13:46
From: Leonardo Teixeira
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

You can get both IDs from the conversation details:

1. The conversationId is the ID of the Genesys interaction.
2. Then, use this API to get the SessionID:

• GET /api/v2/analytics/conversations/{conversationId}/details

3. In the customer participant, look for the messaging session. The sessionId is the value you should use as the communicationId, then call the API:

• GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{sessionId}/transcripturl

One thing to keep in mind is that the transcript may not be available immediately when the customer ends the conversation, since Speech and Text Analytics processing can occur after the interaction.

------------------------------
Leonardo Teixeira
NA
------------------------------

Hi Kamesh,

You're not doing anything incorrectly. If you only specify a 1-day interval in:

POST /api/v2/analytics/conversations/details/query

then you'll get conversations matching that interval, which explains why you're seeing multiple production Web Messaging conversations.

For abc@zz.com, I think the important part is how that email address is associated with the Web Messaging interaction. Is the customer identified/linked as an External Contact, or are you simply asking for the email address in the bot/message flow and storing it as a value?

If the interaction is associated with an External Contact, we can look at using that identity to narrow down the conversation. If the email is only being captured within the flow, we would need to look at where/how that value is stored before deciding what Analytics filter can be used.

If you let us know how abc@zz.com is being captured or associated with the Web Messaging interaction, we can narrow down the appropriate way to retrieve the conversationId.

But the results you're getting from the one-day interval query itself sound expected.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------


Original Message:
Sent: 08-14-2026 10:01
From: Kamesh S
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

Hi Phaneendra, 

Could you help me with the above query please? 

------------------------------
Kamesh S
------------------------------



Original Message:
Sent: 08-13-2026 01:12
From: Phaneendra Avatapalli
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

Hi Kamesh,

Hi,

Yes, you can get the conversationId from both the Genesys Cloud UI and via API.

In the UI, you can find it from Performance > Workspace > Interactions. You can add the Conversation ID column, and it is also available from the interaction details/URL. Genesys has a short guide here:

https://help.genesys.cloud/video/finding-the-conversation-id/

If you're retrieving it programmatically, you can use:

POST /api/v2/analytics/conversations/details/query

to search completed Web Messaging interactions using your required filters. The response will contain the conversationId. Then you can follow Leonardo's steps:

conversationId → GET /api/v2/analytics/conversations/{conversationId}/details → customer messaging sessionId → transcript URL API.

So you don't need to rely on the agent portal to obtain it.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------




Original Message:
Sent: 08-13-2026 00:36
From: Kamesh S
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

Hey Leonardo , 

Thanks for your response, 

I'd like to know how do we get the conversation ID from the UI? or is it exposed only on the agent portal? We are trying to get the chat transcript by making API Calls. If conversation ID can be fetched via API I need that details as the API explorer doc is bit confusing. :) Could you help me with the details? 

------------------------------
Kamesh S
------------------------------





Original Message:
Sent: 08-12-2026 13:46
From: Leonardo Teixeira
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

You can get both IDs from the conversation details:

1. The conversationId is the ID of the Genesys interaction.
2. Then, use this API to get the SessionID:

• GET /api/v2/analytics/conversations/{conversationId}/details

3. In the customer participant, look for the messaging session. The sessionId is the value you should use as the communicationId, then call the API:

• GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{sessionId}/transcripturl

One thing to keep in mind is that the transcript may not be available immediately when the customer ends the conversation, since Speech and Text Analytics processing can occur after the interaction.

------------------------------
Leonardo Teixeira
NA
------------------------------

Hi Phaneendra,

Thanks for the follow-up. To answer your question - the email is populated in the webmessaging participant data, we have a registration form before starting the chat (we use headless) so we have registration form, customer fills the data, and those data sent in participant data upon chat connection with the agent. And, yeah this data is used to create a external contact in the genesys portal.

customAttributes: {

    "_genesys_url": "https://www.abc.com/webchat/jewelry",

    "EmailAddress": "abc@zzz.com",

    "FirstName": "abc",

    "LastName": "zz"

}

could you tell me what Analytics filter (if any) would let me search by this email directly? Or is there any other way to narrow it down? 

------------------------------
Kamesh S
------------------------------


Original Message:
Sent: 08-14-2026 10:20
From: Phaneendra Avatapalli
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

Hi Kamesh,

You're not doing anything incorrectly. If you only specify a 1-day interval in:

POST /api/v2/analytics/conversations/details/query

then you'll get conversations matching that interval, which explains why you're seeing multiple production Web Messaging conversations.

For abc@zz.com, I think the important part is how that email address is associated with the Web Messaging interaction. Is the customer identified/linked as an External Contact, or are you simply asking for the email address in the bot/message flow and storing it as a value?

If the interaction is associated with an External Contact, we can look at using that identity to narrow down the conversation. If the email is only being captured within the flow, we would need to look at where/how that value is stored before deciding what Analytics filter can be used.

If you let us know how abc@zz.com is being captured or associated with the Web Messaging interaction, we can narrow down the appropriate way to retrieve the conversationId.

But the results you're getting from the one-day interval query itself sound expected.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------



Original Message:
Sent: 08-14-2026 10:01
From: Kamesh S
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

Hi Phaneendra, 

Could you help me with the above query please? 

------------------------------
Kamesh S
------------------------------




Original Message:
Sent: 08-13-2026 01:12
From: Phaneendra Avatapalli
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

Hi Kamesh,

Hi,

Yes, you can get the conversationId from both the Genesys Cloud UI and via API.

In the UI, you can find it from Performance > Workspace > Interactions. You can add the Conversation ID column, and it is also available from the interaction details/URL. Genesys has a short guide here:

https://help.genesys.cloud/video/finding-the-conversation-id/

If you're retrieving it programmatically, you can use:

POST /api/v2/analytics/conversations/details/query

to search completed Web Messaging interactions using your required filters. The response will contain the conversationId. Then you can follow Leonardo's steps:

conversationId → GET /api/v2/analytics/conversations/{conversationId}/details → customer messaging sessionId → transcript URL API.

So you don't need to rely on the agent portal to obtain it.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------





Original Message:
Sent: 08-13-2026 00:36
From: Kamesh S
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

Hey Leonardo , 

Thanks for your response, 

I'd like to know how do we get the conversation ID from the UI? or is it exposed only on the agent portal? We are trying to get the chat transcript by making API Calls. If conversation ID can be fetched via API I need that details as the API explorer doc is bit confusing. :) Could you help me with the details? 

------------------------------
Kamesh S
------------------------------






Original Message:
Sent: 08-12-2026 13:46
From: Leonardo Teixeira
Subject: How do we get Conversation ID and Communication ID to download the Chat transcript?

You can get both IDs from the conversation details:

1. The conversationId is the ID of the Genesys interaction.
2. Then, use this API to get the SessionID:

• GET /api/v2/analytics/conversations/{conversationId}/details

3. In the customer participant, look for the messaging session. The sessionId is the value you should use as the communicationId, then call the API:

• GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{sessionId}/transcripturl

One thing to keep in mind is that the transcript may not be available immediately when the customer ends the conversation, since Speech and Text Analytics processing can occur after the interaction.

------------------------------
Leonardo Teixeira
NA
------------------------------