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  • 1.  Real-time transcription is not updating in the CRM task

    Posted 04-16-2026 07:56

    Hi Folks,

    I've triggers for transcript and survey data synchronization with CRM task after survey completion. Survey is a Digital Bot-flow which is called via post-flow action from messaging flow. For, all the use cases transcript and survey both are getting synchronized to CRM task by hitting the triggers whether it is agent or customer disconnection except one case. When one of the survey questions is selected "dissatisfied", the transcript is not updating the CRM task but survey data is getting stored. 

    Only, in this case recording API is failing and leaving the transcription part of the task empty. I didn't understand the reason of failure after brainstorming a lot.  But, when I am manually executing the same data action to get the transcription with the same conversationid, I am able to get that successfully. Please suggest me what can be the reason for this. 

    I added delay in triggers and before data action call but no luck.

    API used to get transcription - Get /api/v2/conversations/{conversationId}/recordings

    Triggers Event Topic used f- v2.detail.events.conversation.{id}.customer.end, 

                                                      v2.detail.events.conversation.{id}.acw, 

                                                      v2.detail.events.conversation.{id}.wrapup


    #Architect
    #DataActions
    #PlatformAPI
    #Triggers

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    Subhajit Podder
    NA
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  • 2.  RE: Real-time transcription is not updating in the CRM task

    Posted 04-16-2026 09:00

    Hi Subhajit,

    Have you tried implementing a retry pattern instead of a fixed delay?

    Given that the same API call works when you test it manually with the same conversationId, it's likely that the transcription isn't available yet at the time the trigger fires, but becomes available shortly after.

    Might be worth retrying the call a few times with small delays to see if that resolves it.



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    Phaneendra
    Technical Solutions Consultant
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  • 3.  RE: Real-time transcription is not updating in the CRM task

    Posted 04-17-2026 08:16

    Hi Subhajit,

    In addition to the retry pattern suggestion, this behavior can also be caused by recording/transcription finalization timing. When the survey outcome is dissatisfied, the conversation or recording may still be transitioning to a completed state when the trigger fires, even though the survey data is already available.

    I'd suggest validating the recording state returned by /recordings (e.g., state = completed) before attempting to retrieve the transcript, and combining that with retries. This usually helps avoid race conditions between conversation end events and transcription availability.

    Hope that helps.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
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