Legacy Dev Forum Posts

AnhVuTuan | 2023-04-27 08:39:56 UTC | #1

Hi supporter, Do we have mechanism record the chat message (not a call) between agent and customer after agent accept answer interaction? How I get that transcript My scenario is: customer request agent -> agent accept answer (accept interaction) -> begin record chat message -> user and agent begin chat to each other -> agent end interaction -> stop record chat message -> call api to download that record (transcript)

Zino_Onokpise | 2023-05-03 21:26:01 UTC | #2

Hi AnhVuTuan,

You can use Recording API to get a transcript of any interaction

AnhVuTuan | 2023-05-04 04:04:26 UTC | #3

Thanks for your answer. I've also checked that API but the problem it will get all transcript include bot before customer chat with agent. I have some concerns here

1. How do I know the transcript between customer and agent in latest chat? the last accept answer from agent?
2. In response how do I know who is customer? who is a gent?

"messagingTranscript": [ { "from": "39b3a119-80b3-4858-befe-08e6554657e6", "to": "c61890fc-5541-40fa-b0a5-11f1100a64569", "timestamp": "2023-04-07T01:19:27.179Z", "id": "e3169bd04942d5092b41b6e1486be928", "messageText": "Hello" },

3. How do my BE server or my FE chat widget know the agent close/done conversation to call api to get transcript? Any mechanism to know that?

Zino_Onokpise | 2023-05-04 18:55:07 UTC | #4

1. Not sure what you're asking there but that endpoint only return successful on conversations that have been closed.
2. There is a participantPurpose field that identifies 'customer' and 'agent' on each message

 "transcript": [
      {
        "body": "",
        "id": "",
        "to": "",
        "from": "",
        "utc": "",
        "chat": "",
        "message": "",
        "type": "",
        "bodyType": "",
        "senderCommunicationId": "",
        "participantPurpose": "",
        "user": {
          "id": "",
          "name": "",
          "displayName": "",
          "username": "",
          "images": [
            ""
          ]
        }
      }
    ],

3. You can make use of Conversation APIs to track monitor conversation state

system | 2023-06-04 18:56:01 UTC | #5

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