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  • 1.  Outbound SMS - Start/Stop Message Logging?

    Posted 29 days ago

    Hello,

    I am working with a configuration which involves capturing Start / Stop.  This is pretty easy to do at present with an inbound message flow, but I am realizing I don't have an easy way to access message content on outbound, as the only way I am aware of to capture this is via a trigger/workflow.

    I am curious if there is any way to access message content via Architect for a manually initiated outbound interaction. (Not in a campaign.)

    Thanks,

    Matt


    #DigitalChannels
    #Outbound

    ------------------------------
    Matt Riedl
    Acliviti, LLC
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  • 2.  RE: Outbound SMS - Start/Stop Message Logging?

    Posted 28 days ago

    Hi Matt,

    Manual Outbound interactions on Behalf of Queue, message media (SMS), are not using Architect flows.

    Yes, you are right; for these interactions, one option to get the transcript is via trigger/workflow. 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 3.  RE: Outbound SMS - Start/Stop Message Logging?

    Posted 28 days ago

    Thanks for the reply, to clarify, is there a way to get at the message content via a trigger/workflow?  I normally access it via Message.Message.body in an inbound message flow, but I am not familiar with a way to get at that via a workflow.



    ------------------------------
    Matt Riedl
    Acliviti, LLC
    ------------------------------



  • 4.  RE: Outbound SMS - Start/Stop Message Logging?
    Best Answer

    Posted 28 days ago

    Hi Matt,

    To spice it up ... :-) 

    A couple of Public APIs need to be executed to retrieve the transcript. Before you start implementing the APIs in the workflow via Data Actions, it would be best to execute these APIs via API Explorer.  From there, you can better understand the responses and create the best JSONPath for the success templates. 

    First, take the conversationId for one of the completed Message interactions. 

    Here are the APIs to be executed:  

    1. Get Conversation  https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-conversations--conversationId-

    You can get communication IDs from the response by looking into the attribute message.id under the participants[]. See the screenshot below where communication ID marked with arrow (sensitive data is reducted). 

    2. Get transcript URL for conversationId and communicationId https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-speechandtextanalytics-conversations--conversationId--communications--communicationId--transcripturl

    3. Get the Transcript from the URL returned in the response in the previous step 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



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