chrisleong | 2020-05-22 02:20:38 UTC | #1
Hi, we are currently using the embedded PureCloud phone within Salesforce. Is there any way to view Facebook/Twitter message conversations or to retrieve the details in Salesforce?
Thanks.
crespino | 2020-05-22 20:35:31 UTC | #2
Are you simply wanting to get the text of the conversation? What is the use case?
You can use the Conversation API to get the message content of a Facebook/Twitter conversation.
chrisleong | 2020-05-28 02:07:11 UTC | #3
Hi, as our agents are using the embedded Purecloud phone in Salesforce, after the conversation/interaction window is closed, there is no way for the agent to view the conversation from Salesforce.
chrisleong | 2020-06-02 03:52:27 UTC | #4
Hi, which exact conversation api would get the message content of the conversation?
crespino | 2020-06-03 15:25:58 UTC | #5
Once you have the Conversation ID, then you can use /api/v2/conversations/chats/{conversationId}/messages and that will return the entire transcript as a JSON object, including system messages such as when participants join and leave the chat.
Note, if the chat goes on a for a while, you may have to call this endpoint repeatedly and incrementing the page, as this is a paged response.
system | 2020-07-04 15:25:59 UTC | #6
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