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Synchronize the chat transcript in real-time at the moment the agent complete the ACW, even if partial (up to agent disconnect)

  • 1.  Synchronize the chat transcript in real-time at the moment the agent complete the ACW, even if partial (up to agent disconnect)

    Posted yesterday
    We have a Oracle Service Cloud embedded Genesys client used by agents for interaction handling. For a Web Messaging conversation, the chat transcript is  synchronized to the CRM task opened for the interaction in real-time, upon agent disconnection and after call work.
     
    We are now introducing a post-interaction chat survey, triggered via existing message flow using a post-flow action within Genesys Architect. However, after enabling the survey, the conversation is not fully disconnected when the agent ends the chat, as the session continues for the survey. As a result, the chat transcript is not generated or synced at the expected point (agent disconnection).
     
     
    Our requirement is to capture and synchronize the chat transcript in real-time at the moment the agent complete the ACW, even if partial (up to agent disconnect) without waiting for the full conversation to end. So, it can be attached to the CRM task for resolution. As, we are storing the survey data in CRM separately along with the interaction, we don't need that part of the conversation to be stored. However, since the transcript is currently only available after the entire interaction (wrap-up and survey) is completed, it's leaving the task without transcription.

    #EmbeddableFramework
    #Integrations
    #PlatformAPI
    #PlatformSDK
    #WebMessaging

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    Subhajit Podder
    NA
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  • 2.  RE: Synchronize the chat transcript in real-time at the moment the agent complete the ACW, even if partial (up to agent disconnect)

    Posted 10 hours ago
    Edited by Phaneendra Avatapalli 10 hours ago

    Hi Subhajit,

    I think the main challenge is that once Set Post-Flow keeps the same web messaging session open for the survey, the interaction is not fully completed at agent disconnect. That is likely why the transcript sync is delayed.

    One possible option to explore may be an ACW trigger + workflow approach, so you react when the agent finishes rather than waiting for the full session to close.

    For transcript retrieval, these community threads may help:

    My only caution is that I have not seen clear confirmation that the transcript endpoint will return a usable partial transcript at that exact ACW point while the survey is still active. So the trigger/workflow idea looks worth testing, but the transcript availability at that moment is the part I would validate first.

    Would be interested to know if anyone has tested this successfully end to end with web messaging + post-interaction surveys.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


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