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  • 1.  Permission to view message transcripts

    Posted 06-30-2023 13:12
    No replies, thread closed.

    Which permissions are required to view Web Messenger transcripts?

    I need to be able to allow specific users access to view web messenger transcripts of interactions they've handled yet still restrict the user from viewing/listening to voice recordings.

    I can't seem to find the permissions required in the Resource Center

    https://help.mypurecloud.com/articles/work-with-a-digital-transcript/ 

    Any help is appreciated! 


    #Reporting/Analytics

    ------------------------------
    David Rigler
    IP Integration Limited
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  • 2.  RE: Permission to view message transcripts

    Posted 07-01-2023 23:09
    No replies, thread closed.

    I am not sure we have that level of permission.  What you can try is to use Conversation  Webmessaging  View for the web messaging conversation details including the transcript and Recording  Recording  View or the voice calls.  You can see what both of these give you first.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Permission to view message transcripts

    Posted 07-02-2023 04:10
    No replies, thread closed.

    Hi @David Rigler 

    From @Robert Wakefield-Carl reply and based on my personal experience, the transcript is being retrieved using the following API request GET /api/v2/conversations/{conversationId}/recordings and this requires Recording  Recording  View permission to be assigned. Hope this could help.

    __PRESENT__PRESENT


    Original Message


  • 4.  RE: Permission to view message transcripts

    Posted 07-04-2023 03:39
    No replies, thread closed.

    On the permission Recording > Recording > View (and RecordingSegment) you can assign conditions to only allow it for certain media types.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 5.  RE: Permission to view message transcripts

    Posted 07-06-2023 06:40
    No replies, thread closed.

    Thanks for all the responses.

    Recording > Recording > View  and Recording Segment with conditions for media type worked a treat



    ------------------------------
    David Rigler
    IP Integration Limited
    ------------------------------

    Original Message


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