I have not tried that yet, but will try that tomorrow.
Thank you,
SR. GENESYS CLOUD DEVELOPER II
Tandem Diabetes Care | positively different
12400 High Bluff Drive, San Diego CA 92130
tandemdiabetes.com
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Original Message:
Sent: 6/27/2024 11:48:00 PM
From: Robert Wakefield-Carl
Subject: RE: Suppression of web messaging transcription
True. Did you try the different division route?
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 06-27-2024 23:28
From: Vikki Papesh
Subject: Suppression of web messaging transcription
This is an inbound message flow rather than an inbound call flow, and it doesn't appear to have comparable recording controls.
The divisions concept is intriguing. I need to give that a try, thank you.
Vikki Papesh
SR. GENESYS CLOUD DEVELOPER II
P + 858.366.6948
Tandem Diabetes Care | positively different
12400 High Bluff Drive, San Diego CA 92130
tandemdiabetes.com
The information in this email (including any attachments) may be privileged and/or confidential and is intended only for the recipient(s) listed above. Any use, disclosure, distribution, or copying of this email is prohibited except by or on behalf of the intended recipient. If you have received this email in error, please notify me immediately and destroy all copies of the transmittal. Thank you.
Original Message:
Sent: 6/27/2024 11:22:00 PM
From: Robert Wakefield-Carl
Subject: RE: Suppression of web messaging transcription
if you check the box in the Inbound Call Flow to suppress recording on the flow, do you still get the bot transcription? One option is to place the Bot Flow in a division that others don't have access to. It should segment the recording and transcript and they should only be able to see the call flow in the division they have access to.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 06-27-2024 22:26
From: Vikki Papesh
Subject: Suppression of web messaging transcription
Is there a method to NOT capture transcription during a bot session?
I know that the transcription is necessary to do topic spotting and train bots, but those are not relevant to this solution, but I have a use case that requires we not track the interaction between a bot and a customer, much like a secure flow would do. We still want to capture the transcription/recording between the customer and agent.
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#QualityManagement
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Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.
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