fransiska.hendra | 2022-12-14 07:35:17 UTC | #1

Hi,

Just wondering if anyone can help me, I am trying to retrieve webmessaging transcript through API.

So in Conversation Page, we can see a lot of conversation from the customer

But when i tried to retrieved "customer" transcript, from API,

/api/v2/conversations/messages/{conversationId}

I only can retrieve 1 messageID, which doesnt seems right.

Just wondering is there any other API we can call to retrieve webmessaging transcript ?

Any advise, are appreciated.

Thanks Fransiska

Angelo_Cicchitto | 2022-12-14 07:59:42 UTC | #2

Hi @fransiska.hendra we had couple of past posts on this topic, see here: https://developer.genesys.cloud/forum/t/fetching-web-messages-via-the-api/14603/2 https://developer.genesys.cloud/forum/t/api-to-get-historical-message-data/14278/5

fransiska.hendra | 2022-12-14 21:18:34 UTC | #3

thanks @Angelo_Cicchitto ,

I am using recording API now, looks like i get can get the customer transcripts (which is missing if i use messaging API).

Will let you know how it goes. Fransiska

Rolph_Lieverse | 2022-12-19 12:57:00 UTC | #4

Hi Fransiska, very curious on how far you got with this. When using this api : /api/v2/conversations/{conversationId}/recordings You get a lot of data which you might want to trim in only 'exporting' the "messageText". Thxs. Rolph

fransiska.hendra | 2022-12-19 23:56:20 UTC | #5

hi Rolph,

I can get full transcripts using the API, i only need purpose (customer , agent or botflow), timestamp, transcript. Here is my code below (its Apex Salesforce).

HttpResponse response = purecloud.SDK.Rest.get('/api/v2/conversations/'+conversationId+'/recordings');

if(response.getStatus()=='OK')

{

String resBody = response.getBody();

recordings = (List<Object>) JSON.deserializeUntyped(resBody);

if (recordings!=null && !recordings.isEmpty()) {

for (Object recording : recordings) {

String s = JSON.serialize(recording);

Map<String,Object> msg= (Map<String,Object>) JSON.deserializeUntyped(s);

List<Object> transcripts= (List<Object>) msg.get('messagingTranscript');

if(transcripts!=null && !transcripts.isEmpty()){

for(Object transcript : transcripts){

String st = JSON.serialize(transcript);

Map<String,Object> stObj= (Map<String,Object>) JSON.deserializeUntyped(st);

Object fromExternalContact = (Object) stObj.get('fromExternalContact');

Object fromUser = (Object) stObj.get('fromUser');

String participant_id;

String timestamp;

String purp;

DateTime messageTime;

String messageId;

String msgText;

//this is Customer

if(fromExternalContact!=null){

String normStr = JSON.serialize(fromExternalContact);

Map<String,Object> normObj =(Map<String,Object>) JSON.deserializeUntyped(normStr);

participant_id=(String)normObj.get('id');

timestamp=(String)stObj.get('timestamp');

purp='customer';

messageTime =timestamp !='' ? convertTimestamp(timestamp): null;

messageId=(String)stObj.get('id');

msgText=(String)stObj.get('messageText');

}

//this is Agent

else if(fromUser!=null){

String normStr = JSON.serialize(fromUser);

Map<String,Object> normObj =(Map<String,Object>) JSON.deserializeUntyped(normStr);

participant_id=(String)normObj.get('id');

timestamp=(String)stObj.get('timestamp');

purp='agent';

messageTime =timestamp !='' ? convertTimestamp(timestamp): null;

messageId=(String)stObj.get('id');

msgText=(String)stObj.get('messageText');

}

//this is BOT - workflow

else{

participant_id='-';

timestamp=(String)stObj.get('timestamp');

purp='workflow';

messageTime =timestamp !='' ? convertTimestamp(timestamp): null;

messageId=(String)stObj.get('id');

msgText=(String)stObj.get('messageText');

}

system | 2023-01-18 23:56:51 UTC | #6

This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

This post was migrated from the old Developer Forum.

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