Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Post-Chat Transcripts formatting

  Thread closed by the administrator, not accepting new replies.

  • 1.  Post-Chat Transcripts formatting

    Posted 04-23-2025 10:01
    No replies, thread closed.

    Is there anyway to format post chat transcripts ?. It looks like transcripts are being presented without the correct spacing and line-breaks and i wondered if there was anything that can be done to  have the same formatting as seen in the live chat.


    #ArchitectureandDesign
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    richard craig
    ------------------------------


  • 2.  RE: Post-Chat Transcripts formatting

    Posted 04-23-2025 11:20
    No replies, thread closed.

    Hi Richard,

    Where are you looking at the transcripts for them to have the incorrect spacing and line-breaks?  In the Interacction > Transcript Tab or somewhere else?



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Post-Chat Transcripts formatting

    Posted 04-23-2025 11:54
    No replies, thread closed.

    Samuel,

    i think it is the difference between what is outputted in the transcript section and how it appears when it is being typed and entered in the chat window



    ------------------------------
    richard craig
    ------------------------------

    Original Message


  • 4.  RE: Post-Chat Transcripts formatting

    Posted 04-23-2025 12:04
    No replies, thread closed.

    I can't think of any reason why the formatting would change in the transcript unless the format that is being entered cant be handled.  It might be worth raising a case with Genesys Customer care to investigate.  



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Post-Chat Transcripts formatting

    Posted 04-24-2025 04:34
    No replies, thread closed.

    I'm doing something similar for one of our clients, we're using a workflow to take the transcript from the Genesys interaction and then reformat/transform it into the desired layout. You can't change the Genesys transcript itself. 



    ------------------------------
    Lee Clements
    Genesys Telecommunications Architect
    ------------------------------

    Original Message


  • 6.  RE: Post-Chat Transcripts formatting

    Posted 04-24-2025 08:23
    No replies, thread closed.

    Any hints or tips on what you are doing and how you are doing it whilst I look into this further ?.



    ------------------------------
    richard craig
    ------------------------------

    Original Message


  • 7.  RE: Post-Chat Transcripts formatting
    Best Answer

    Posted 04-24-2025 11:11
      |   view attached
    No replies, thread closed.

    Here's an outline of the steps we followed;

    1. Create a Trigger to fire a workflow at the end of each conversation.
    2. Create a Data Action to retrieve the recording (transcript) for the conversation using API "/api/v2/conversations/${input.ConversationId}/recordings?formatId=NONE", 
      • Translation Map: 
        {  "translationMap": "data": "$[0]"   },
          "translationMapDefaults": {},
          "successTemplate": "{\"data\":${data}}" }
    3. The contract would mirror the JSON returned from that API (attached)
    4. The workflow would then loop through each message in the transcript and do whatever you need to transform it into the desired format. 


    ------------------------------
    Lee Clements
    Genesys Telecommunications Architect
    ------------------------------

    Attachment(s)

    zip
    transcript.dataaction.zip   555 B 1 version
    Original Message


  • 8.  RE: Post-Chat Transcripts formatting

    Posted 04-25-2025 04:48
    No replies, thread closed.

    What are you doing with it once you've transformed it?

    We are periodically (monthly currently) running a script to extract the transcripts and I just dump them into a text file, but we're investigating ways to make this better.



    ------------------------------
    James Dunn
    Telecoms Specialist
    ------------------------------

    Original Message


  • 9.  RE: Post-Chat Transcripts formatting

    Posted 04-25-2025 05:49
    Edited by Lee Clements 04-25-2025 05:52
    No replies, thread closed.

    At the moment, we're just adding it to another participant data attribute and then using the Participant Data API it gets extracted every few hours into another data warehouse for further reporting/analysis. There is a limitation with this approach, if the size of the interaction and all of the participant attributes exceeds 20kb, it does not get extracted. This is due to the API limitation.

    To use this approach, you will also need to enable the API via the AppFoundry: Conversation Participant Attributes Search

    We are considering changing this and storing it into a data table, or using an external web service to store it in the data warehouse directly.  Depending on the conversation type, I would also recommend that you give consideration to any data protection/compliance requirements governing the storage of PII data, etc.  In our case, Genesys Cloud is masking PII and we're not capturing either credit card or financial information. 


    ------------------------------
    Lee Clements
    TTEC Digital, Genesys Solutions Architect
    ------------------------------

    Original Message


  • 10.  RE: Post-Chat Transcripts formatting

    Posted 04-29-2025 05:53
    No replies, thread closed.

    There are no plans to store it anywhere as such we just want  the transcripts to match the format in which the agent sees/ spaces it in live



    ------------------------------
    richard craig
    ------------------------------

    Original Message


  • 11.  RE: Post-Chat Transcripts formatting

    Posted 04-30-2025 04:16
    No replies, thread closed.

    The presentation (styling/formatting) of the transcript is performed by the Genesys Cloud UI itself. The API only gives you access to the raw data, you are then responsible for applying the formatting of the transcript based on the consumer interface, such as a website or mobile app. The raw data includes all of the attributes, or metadata, needed to determine "who" said what within the conversation so that you can then apply the desired format accordingly. 



    ------------------------------
    Lee Clements
    Genesys Telecommunications Architect
    ------------------------------

    Original Message


Related Content