Genesys Cloud - Developer Community!

#EmbeddableFramework
#Integrations
#PlatformAPI
#PlatformSDK
#WebMessaging

------------------------------
Subhajit Podder
NA
------------------------------

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:

• https://community.genesys.com/discussion/web-messaging-transcript
• https://community.genesys.com/discussion/web-messaging-transcript-to-be-passed-to-third-party-crm

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.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-10-2026 03:51
From: Subhajit Podder
Subject: Synchronize the chat transcript in real-time at the moment the agent complete the ACW, even if partial (up to agent disconnect)

#EmbeddableFramework
#Integrations
#PlatformAPI
#PlatformSDK
#WebMessaging

------------------------------
Subhajit Podder
NA
------------------------------

Hi Phaneendra,

Thanks for your input and I've checked to get the partial transcript with APIs, unfortunately it's not possible. Transcription is only possible to retrieve after the interaction is disconnected. 

I've thought of this approach (Trigger + Workflow) along with another. But, I am trying to get the comparisons of two approaches and suggestion to select the best option for my use-cases.

In my environment two scenarios will take place. Either customer will disconnect the conversation after survey, where agent will finish the ACW in between or the agent will disconnect the conversation with ACW, while customer will finish up the survey or ends the session. So, for first approach I need to use the below topics based on the availability of transcripts. Either of these will be able to successfully update the CRM with transcript. 

v2.detail.events.conversation.{id}.customer.end and v2.detail.events.conversation.{id}.acw. With this approach, for every interaction two events will be triggered and I've to check a condition whether the transcription is already updated or not by another event.

Another approach will be utilizing the AWS Eventbridge integration with the topic "v2.conversations.{id}.transcription". But, here I need to bear extra cost for AWS integration.

Please let me know which one will be best to implement. 

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:

• https://community.genesys.com/discussion/web-messaging-transcript
• https://community.genesys.com/discussion/web-messaging-transcript-to-be-passed-to-third-party-crm

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.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-10-2026 03:51
From: Subhajit Podder
Subject: Synchronize the chat transcript in real-time at the moment the agent complete the ACW, even if partial (up to agent disconnect)

#EmbeddableFramework
#Integrations
#PlatformAPI
#PlatformSDK
#WebMessaging

------------------------------
Subhajit Podder
NA
------------------------------

Hi Subhajit,

Based on the two options, I would lean toward the Trigger + Workflow approach first.

Since the transcript is only available after disconnect, the simplest design seems to be to handle both possible end states:

• v2.detail.events.conversation.{id}.customer.end - when the customer finishes the survey and disconnects
• v2.detail.events.conversation.{id}.acw - when the agent completes their part of the interaction

One thing I would validate in your environment is when the ACW trigger actually fires. In my testing, ACW did not appear to start the workflow immediately at ACW start, but only after the ACW period had completed. So that timing may affect whether ACW is early enough for your use case.

If you use both triggers, the workflow can simply check whether the CRM transcript has already been updated by the other event. If yes, exit. If not, proceed with the CRM update and set a flag so the second event does nothing.

That keeps the logic inside Genesys and avoids the extra AWS/EventBridge cost and operational overhead.

I see the EventBridge option as the stronger but heavier design. It is probably the better fit only if you specifically want to build around the transcription event itself and are comfortable with the added AWS integration footprint.

So for your use case, my suggestion would be:

• first choice: Trigger + Workflow with duplicate/sync check
• second choice: EventBridge only if you want a more advanced event-streaming design and the extra cost is acceptable

Hi Phaneendra,

Thanks for your input and I've checked to get the partial transcript with APIs, unfortunately it's not possible. Transcription is only possible to retrieve after the interaction is disconnected. 

I've thought of this approach (Trigger + Workflow) along with another. But, I am trying to get the comparisons of two approaches and suggestion to select the best option for my use-cases.

In my environment two scenarios will take place. Either customer will disconnect the conversation after survey, where agent will finish the ACW in between or the agent will disconnect the conversation with ACW, while customer will finish up the survey or ends the session. So, for first approach I need to use the below topics based on the availability of transcripts. Either of these will be able to successfully update the CRM with transcript. 

v2.detail.events.conversation.{id}.customer.end and v2.detail.events.conversation.{id}.acw. With this approach, for every interaction two events will be triggered and I've to check a condition whether the transcription is already updated or not by another event.

Another approach will be utilizing the AWS Eventbridge integration with the topic "v2.conversations.{id}.transcription". But, here I need to bear extra cost for AWS integration.

Please let me know which one will be best to implement. 

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:

• https://community.genesys.com/discussion/web-messaging-transcript
• https://community.genesys.com/discussion/web-messaging-transcript-to-be-passed-to-third-party-crm

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.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-10-2026 03:51
From: Subhajit Podder
Subject: Synchronize the chat transcript in real-time at the moment the agent complete the ACW, even if partial (up to agent disconnect)

#EmbeddableFramework
#Integrations
#PlatformAPI
#PlatformSDK
#WebMessaging

------------------------------
Subhajit Podder
NA
------------------------------

One thing to watch with customer.end is that it may also occur when the customer disconnects before an agent-handled completion path, so I wouldn't use it as the only condition. I'd treat it as one possible event to wake the workflow up, then check whether the interaction was actually agent-handled and whether the transcript was already synced before updating CRM.

Hi Subhajit,

Based on the two options, I would lean toward the Trigger + Workflow approach first.

Since the transcript is only available after disconnect, the simplest design seems to be to handle both possible end states:

• v2.detail.events.conversation.{id}.customer.end - when the customer finishes the survey and disconnects
• v2.detail.events.conversation.{id}.acw - when the agent completes their part of the interaction

One thing I would validate in your environment is when the ACW trigger actually fires. In my testing, ACW did not appear to start the workflow immediately at ACW start, but only after the ACW period had completed. So that timing may affect whether ACW is early enough for your use case.

If you use both triggers, the workflow can simply check whether the CRM transcript has already been updated by the other event. If yes, exit. If not, proceed with the CRM update and set a flag so the second event does nothing.

That keeps the logic inside Genesys and avoids the extra AWS/EventBridge cost and operational overhead.

I see the EventBridge option as the stronger but heavier design. It is probably the better fit only if you specifically want to build around the transcription event itself and are comfortable with the added AWS integration footprint.

So for your use case, my suggestion would be:

• first choice: Trigger + Workflow with duplicate/sync check
• second choice: EventBridge only if you want a more advanced event-streaming design and the extra cost is acceptable

Hi Phaneendra,

Thanks for your input and I've checked to get the partial transcript with APIs, unfortunately it's not possible. Transcription is only possible to retrieve after the interaction is disconnected. 

I've thought of this approach (Trigger + Workflow) along with another. But, I am trying to get the comparisons of two approaches and suggestion to select the best option for my use-cases.

In my environment two scenarios will take place. Either customer will disconnect the conversation after survey, where agent will finish the ACW in between or the agent will disconnect the conversation with ACW, while customer will finish up the survey or ends the session. So, for first approach I need to use the below topics based on the availability of transcripts. Either of these will be able to successfully update the CRM with transcript. 

v2.detail.events.conversation.{id}.customer.end and v2.detail.events.conversation.{id}.acw. With this approach, for every interaction two events will be triggered and I've to check a condition whether the transcription is already updated or not by another event.

Another approach will be utilizing the AWS Eventbridge integration with the topic "v2.conversations.{id}.transcription". But, here I need to bear extra cost for AWS integration.

Please let me know which one will be best to implement. 

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:

• https://community.genesys.com/discussion/web-messaging-transcript
• https://community.genesys.com/discussion/web-messaging-transcript-to-be-passed-to-third-party-crm

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.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-10-2026 03:51
From: Subhajit Podder
Subject: Synchronize the chat transcript in real-time at the moment the agent complete the ACW, even if partial (up to agent disconnect)

#EmbeddableFramework
#Integrations
#PlatformAPI
#PlatformSDK
#WebMessaging

------------------------------
Subhajit Podder
NA
------------------------------

Hi Phaneendra,

Thanks for your valuable input to get a detailed insight of both approaches. I am taking the Trigger + Workflow approach.

I thought of that scenario where agent will complete ACW after customer's disconnection. To address the both situations where either agent or customer will disconnect, I am using these two event topics.

Looks like, I am able to address almost all the scenarios and testing is still in progress.

One thing to watch with customer.end is that it may also occur when the customer disconnects before an agent-handled completion path, so I wouldn't use it as the only condition. I'd treat it as one possible event to wake the workflow up, then check whether the interaction was actually agent-handled and whether the transcript was already synced before updating CRM.

Hi Subhajit,

Based on the two options, I would lean toward the Trigger + Workflow approach first.

Since the transcript is only available after disconnect, the simplest design seems to be to handle both possible end states:

• v2.detail.events.conversation.{id}.customer.end - when the customer finishes the survey and disconnects
• v2.detail.events.conversation.{id}.acw - when the agent completes their part of the interaction

One thing I would validate in your environment is when the ACW trigger actually fires. In my testing, ACW did not appear to start the workflow immediately at ACW start, but only after the ACW period had completed. So that timing may affect whether ACW is early enough for your use case.

If you use both triggers, the workflow can simply check whether the CRM transcript has already been updated by the other event. If yes, exit. If not, proceed with the CRM update and set a flag so the second event does nothing.

That keeps the logic inside Genesys and avoids the extra AWS/EventBridge cost and operational overhead.

I see the EventBridge option as the stronger but heavier design. It is probably the better fit only if you specifically want to build around the transcription event itself and are comfortable with the added AWS integration footprint.

So for your use case, my suggestion would be:

• first choice: Trigger + Workflow with duplicate/sync check
• second choice: EventBridge only if you want a more advanced event-streaming design and the extra cost is acceptable

Hi Phaneendra,

Thanks for your input and I've checked to get the partial transcript with APIs, unfortunately it's not possible. Transcription is only possible to retrieve after the interaction is disconnected. 

I've thought of this approach (Trigger + Workflow) along with another. But, I am trying to get the comparisons of two approaches and suggestion to select the best option for my use-cases.

In my environment two scenarios will take place. Either customer will disconnect the conversation after survey, where agent will finish the ACW in between or the agent will disconnect the conversation with ACW, while customer will finish up the survey or ends the session. So, for first approach I need to use the below topics based on the availability of transcripts. Either of these will be able to successfully update the CRM with transcript. 

v2.detail.events.conversation.{id}.customer.end and v2.detail.events.conversation.{id}.acw. With this approach, for every interaction two events will be triggered and I've to check a condition whether the transcription is already updated or not by another event.

Another approach will be utilizing the AWS Eventbridge integration with the topic "v2.conversations.{id}.transcription". But, here I need to bear extra cost for AWS integration.

Please let me know which one will be best to implement. 

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:

• https://community.genesys.com/discussion/web-messaging-transcript
• https://community.genesys.com/discussion/web-messaging-transcript-to-be-passed-to-third-party-crm

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.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-10-2026 03:51
From: Subhajit Podder
Subject: Synchronize the chat transcript in real-time at the moment the agent complete the ACW, even if partial (up to agent disconnect)

#EmbeddableFramework
#Integrations
#PlatformAPI
#PlatformSDK
#WebMessaging

------------------------------
Subhajit Podder
NA
------------------------------

Hi Subhajit,

Thank you for sharing this  really helpful to see the Trigger + Workflow approach is covering most of your scenarios.

Just out of interest, in your testing did the trigger fire immediately after the customer or agent disconnected, or did it only fire after the full ACW finished?

In our case, ACW is mandatory (time-boxed) for 1 minute, and the trigger did not fire until that 1 minute completed, so I was curious whether you observed the same behaviour or found a way around it.

Hi Phaneendra,

Thanks for your valuable input to get a detailed insight of both approaches. I am taking the Trigger + Workflow approach.

I thought of that scenario where agent will complete ACW after customer's disconnection. To address the both situations where either agent or customer will disconnect, I am using these two event topics.

Looks like, I am able to address almost all the scenarios and testing is still in progress.

One thing to watch with customer.end is that it may also occur when the customer disconnects before an agent-handled completion path, so I wouldn't use it as the only condition. I'd treat it as one possible event to wake the workflow up, then check whether the interaction was actually agent-handled and whether the transcript was already synced before updating CRM.

Hi Subhajit,

Based on the two options, I would lean toward the Trigger + Workflow approach first.

Since the transcript is only available after disconnect, the simplest design seems to be to handle both possible end states:

• v2.detail.events.conversation.{id}.customer.end - when the customer finishes the survey and disconnects
• v2.detail.events.conversation.{id}.acw - when the agent completes their part of the interaction

One thing I would validate in your environment is when the ACW trigger actually fires. In my testing, ACW did not appear to start the workflow immediately at ACW start, but only after the ACW period had completed. So that timing may affect whether ACW is early enough for your use case.

If you use both triggers, the workflow can simply check whether the CRM transcript has already been updated by the other event. If yes, exit. If not, proceed with the CRM update and set a flag so the second event does nothing.

That keeps the logic inside Genesys and avoids the extra AWS/EventBridge cost and operational overhead.

I see the EventBridge option as the stronger but heavier design. It is probably the better fit only if you specifically want to build around the transcription event itself and are comfortable with the added AWS integration footprint.

So for your use case, my suggestion would be:

• first choice: Trigger + Workflow with duplicate/sync check
• second choice: EventBridge only if you want a more advanced event-streaming design and the extra cost is acceptable

Hi Phaneendra,

Thanks for your input and I've checked to get the partial transcript with APIs, unfortunately it's not possible. Transcription is only possible to retrieve after the interaction is disconnected. 

I've thought of this approach (Trigger + Workflow) along with another. But, I am trying to get the comparisons of two approaches and suggestion to select the best option for my use-cases.

In my environment two scenarios will take place. Either customer will disconnect the conversation after survey, where agent will finish the ACW in between or the agent will disconnect the conversation with ACW, while customer will finish up the survey or ends the session. So, for first approach I need to use the below topics based on the availability of transcripts. Either of these will be able to successfully update the CRM with transcript. 

v2.detail.events.conversation.{id}.customer.end and v2.detail.events.conversation.{id}.acw. With this approach, for every interaction two events will be triggered and I've to check a condition whether the transcription is already updated or not by another event.

Another approach will be utilizing the AWS Eventbridge integration with the topic "v2.conversations.{id}.transcription". But, here I need to bear extra cost for AWS integration.

Please let me know which one will be best to implement. 

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:

• https://community.genesys.com/discussion/web-messaging-transcript
• https://community.genesys.com/discussion/web-messaging-transcript-to-be-passed-to-third-party-crm

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.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-10-2026 03:51
From: Subhajit Podder
Subject: Synchronize the chat transcript in real-time at the moment the agent complete the ACW, even if partial (up to agent disconnect)

#EmbeddableFramework
#Integrations
#PlatformAPI
#PlatformSDK
#WebMessaging

------------------------------
Subhajit Podder
NA
------------------------------

Hi @Phaneendra Avatapalli, 

In our platform, the trigger with topic v2.detail.events.conversation.{id}.customer.end fires immediately after the customer disconnection. But, v2.detail.events.conversation.{id}.acw trigger fires after the full ACW is finished. 

In your case the reason might be the ACW type. If it is "Mandatory, Time-Boxed No Early Exit", this behavior is expected. Because, the ACW will be completed after 1 minute even if the agent assigns the wrap-up.

Hi Subhajit,

Thank you for sharing this  really helpful to see the Trigger + Workflow approach is covering most of your scenarios.

Just out of interest, in your testing did the trigger fire immediately after the customer or agent disconnected, or did it only fire after the full ACW finished?

In our case, ACW is mandatory (time-boxed) for 1 minute, and the trigger did not fire until that 1 minute completed, so I was curious whether you observed the same behaviour or found a way around it.

Hi Phaneendra,

Thanks for your valuable input to get a detailed insight of both approaches. I am taking the Trigger + Workflow approach.

I thought of that scenario where agent will complete ACW after customer's disconnection. To address the both situations where either agent or customer will disconnect, I am using these two event topics.

Looks like, I am able to address almost all the scenarios and testing is still in progress.

One thing to watch with customer.end is that it may also occur when the customer disconnects before an agent-handled completion path, so I wouldn't use it as the only condition. I'd treat it as one possible event to wake the workflow up, then check whether the interaction was actually agent-handled and whether the transcript was already synced before updating CRM.

Hi Subhajit,

Based on the two options, I would lean toward the Trigger + Workflow approach first.

Since the transcript is only available after disconnect, the simplest design seems to be to handle both possible end states:

• v2.detail.events.conversation.{id}.customer.end - when the customer finishes the survey and disconnects
• v2.detail.events.conversation.{id}.acw - when the agent completes their part of the interaction

One thing I would validate in your environment is when the ACW trigger actually fires. In my testing, ACW did not appear to start the workflow immediately at ACW start, but only after the ACW period had completed. So that timing may affect whether ACW is early enough for your use case.

If you use both triggers, the workflow can simply check whether the CRM transcript has already been updated by the other event. If yes, exit. If not, proceed with the CRM update and set a flag so the second event does nothing.

That keeps the logic inside Genesys and avoids the extra AWS/EventBridge cost and operational overhead.

I see the EventBridge option as the stronger but heavier design. It is probably the better fit only if you specifically want to build around the transcription event itself and are comfortable with the added AWS integration footprint.

So for your use case, my suggestion would be:

• first choice: Trigger + Workflow with duplicate/sync check
• second choice: EventBridge only if you want a more advanced event-streaming design and the extra cost is acceptable

Hi Phaneendra,

Thanks for your input and I've checked to get the partial transcript with APIs, unfortunately it's not possible. Transcription is only possible to retrieve after the interaction is disconnected. 

I've thought of this approach (Trigger + Workflow) along with another. But, I am trying to get the comparisons of two approaches and suggestion to select the best option for my use-cases.

In my environment two scenarios will take place. Either customer will disconnect the conversation after survey, where agent will finish the ACW in between or the agent will disconnect the conversation with ACW, while customer will finish up the survey or ends the session. So, for first approach I need to use the below topics based on the availability of transcripts. Either of these will be able to successfully update the CRM with transcript. 

v2.detail.events.conversation.{id}.customer.end and v2.detail.events.conversation.{id}.acw. With this approach, for every interaction two events will be triggered and I've to check a condition whether the transcription is already updated or not by another event.

Another approach will be utilizing the AWS Eventbridge integration with the topic "v2.conversations.{id}.transcription". But, here I need to bear extra cost for AWS integration.

Please let me know which one will be best to implement. 

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:

• https://community.genesys.com/discussion/web-messaging-transcript
• https://community.genesys.com/discussion/web-messaging-transcript-to-be-passed-to-third-party-crm

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.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-10-2026 03:51
From: Subhajit Podder
Subject: Synchronize the chat transcript in real-time at the moment the agent complete the ACW, even if partial (up to agent disconnect)

#EmbeddableFramework
#Integrations
#PlatformAPI
#PlatformSDK
#WebMessaging

------------------------------
Subhajit Podder
NA
------------------------------