Genesys Cloud - Main

Hi Community,

Is there a way that we can pass the entire web messaging transcript to a third-party crm like service now ?

Our client has an API based integration (via data actions ) to service now . They are not using any sort of connector or embeddable framework.

Is it possible to send the web messaging transcript to some field in service now out-of-the box (without needing the agent to copy -paste it himself ).

Regards

Garima.

Hey Garima, 

Yes, this is possible - you would need to use the APIs to complete this function. I have some similar things and let me give you a breakdown :)

You would need to use the api/v2/conversations/{{conversationId}}/recordings?formatId=NONE 

I would use a trigger for this, specifically the acw trigger - 

This returns the conversation and recording/transcript details. You can then parse that to export a clean version of the chat/web message transcript. Then it would be about setting that into the appropriate service now API/location. 

Couple of things here, you can also get the HTML-built version of the transcript another way (Happy to provide details) if that suits better for your needs. 

Hi Community,

Is there a way that we can pass the entire web messaging transcript to a third-party crm like service now ?

Our client has an API based integration (via data actions ) to service now . They are not using any sort of connector or embeddable framework.

Is it possible to send the web messaging transcript to some field in service now out-of-the box (without needing the agent to copy -paste it himself ).

Regards

Garima.

Hey Garima, 

Yes, this is possible - you would need to use the APIs to complete this function. I have some similar things and let me give you a breakdown :)

You would need to use the api/v2/conversations/{{conversationId}}/recordings?formatId=NONE 

I would use a trigger for this, specifically the acw trigger - 

This returns the conversation and recording/transcript details. You can then parse that to export a clean version of the chat/web message transcript. Then it would be about setting that into the appropriate service now API/location. 

Couple of things here, you can also get the HTML-built version of the transcript another way (Happy to provide details) if that suits better for your needs. 

Hi Community,

Is there a way that we can pass the entire web messaging transcript to a third-party crm like service now ?

Our client has an API based integration (via data actions ) to service now . They are not using any sort of connector or embeddable framework.

Is it possible to send the web messaging transcript to some field in service now out-of-the box (without needing the agent to copy -paste it himself ).

Regards

Garima.

I think you are missing some information or have the wrong API.  When I run it, I don't get any transcript back - only the recordingId.

Hey Garima, 

Yes, this is possible - you would need to use the APIs to complete this function. I have some similar things and let me give you a breakdown :)

You would need to use the api/v2/conversations/{{conversationId}}/recordings?formatId=NONE 

I would use a trigger for this, specifically the acw trigger - 

This returns the conversation and recording/transcript details. You can then parse that to export a clean version of the chat/web message transcript. Then it would be about setting that into the appropriate service now API/location. 

Couple of things here, you can also get the HTML-built version of the transcript another way (Happy to provide details) if that suits better for your needs. 

Hi Community,

Is there a way that we can pass the entire web messaging transcript to a third-party crm like service now ?

Our client has an API based integration (via data actions ) to service now . They are not using any sort of connector or embeddable framework.

Is it possible to send the web messaging transcript to some field in service now out-of-the box (without needing the agent to copy -paste it himself ).

Regards

Garima.

This API returns a complete JSON of the interaction, the reason I use this one is I parse the JSON to extract the "transcript" and build a custom transcript from it. 

Part of the response 

},					"to": "1148ebff-040d-4539-9238-70869bbe0698",					"timestamp": "2024-02-08T07:46:37.086Z",					"id": "ab5b232xxxxxe0abdb3f10e7",					"purpose": "agent",					"participantId": "0e28e203xxxxxxfbe-eca18a583d3c",					"queue": {						"id": "e3cbdb2f-5fxxxxxxde94499b2f",						"selfUri": "/api/v2/routing/queues/e3cbdb2f-5f3b-4f99-ba61-8ade94499b2f"					},					"messageText": "Hi, you're speaking with Zahki, how can I help you today?"				},				{					"from": "1148ebffxxxxxx70869bbe0698",					"fromExternalContact": {						"id": "65fbf5b2-e5fxxxxxx-b55c42aa3c7c",						"firstName": "xxxxx",						"lastName": "xxx",						"title": "xxxxx",						"cellPhone": {							"display": "xxxxx",							"acceptsSMS": true,							"userInput": "xxxxx"						},						"personalEmail": "x@gmail.coxxxxm",						"address": {							"address1": "xxxxx",							"city": "xxxx",							"state": "xxx",							"postalCode": "xxxx",							"countryCode": "AU"						},						"modifyDate": "2024-01-19T11:18:08Z",						"createDate": "2023-07-18T12:54:19Z",						"externalOrganization": {							"id": "83e123dd-dxxxxc200ef85e69",							"selfUri": "/api/v2/externalcontacts/organizations/83e123dd-da3d-xxxxxc200ef85e69"						},						"surveyOptOut": false,						"selfUri": "/api/v2/externalcontacts/contacts/65fbf5b2-e5f3-486axxxxxx55c42aa3c7c"					},					"to": "e8737e0b-xxxx138cf98194",					"timestamp": "2024-02-08T07:48:58.764Z",					"id": "84fc27c80a4xxxxx3b628344",					"purpose": "customer",					"participantId": "4b44a94xxxxxxeaf-907157ffeb35",					"queue": {						"id": "e3cbdb2f-5f3bxade94499b2fxxxx,						"selfUri": "/api/v2/routing/queues/e3cbdb2f-5fxxxx1-8ade94499b2f"					},					"messageText": "Hi I asked one of your agents to submit a refund request for me in order to see how much I can get back if I cancel my order now"				},				{

We build this from the "messageText" along with some other pieces

I think you are missing some information or have the wrong API.  When I run it, I don't get any transcript back - only the recordingId.

Hey Garima, 

Yes, this is possible - you would need to use the APIs to complete this function. I have some similar things and let me give you a breakdown :)

You would need to use the api/v2/conversations/{{conversationId}}/recordings?formatId=NONE 

I would use a trigger for this, specifically the acw trigger - 

This returns the conversation and recording/transcript details. You can then parse that to export a clean version of the chat/web message transcript. Then it would be about setting that into the appropriate service now API/location. 

Couple of things here, you can also get the HTML-built version of the transcript another way (Happy to provide details) if that suits better for your needs. 

Hi Community,

Is there a way that we can pass the entire web messaging transcript to a third-party crm like service now ?

Our client has an API based integration (via data actions ) to service now . They are not using any sort of connector or embeddable framework.

Is it possible to send the web messaging transcript to some field in service now out-of-the box (without needing the agent to copy -paste it himself ).

Regards

Garima.

That is the recording of the message, not a transcription as no transcription is required for digital conversations,  only for voice conversations.  That is in the recording in a non usable format.

This API returns a complete JSON of the interaction, the reason I use this one is I parse the JSON to extract the "transcript" and build a custom transcript from it. 

Part of the response 

},					"to": "1148ebff-040d-4539-9238-70869bbe0698",					"timestamp": "2024-02-08T07:46:37.086Z",					"id": "ab5b232xxxxxe0abdb3f10e7",					"purpose": "agent",					"participantId": "0e28e203xxxxxxfbe-eca18a583d3c",					"queue": {						"id": "e3cbdb2f-5fxxxxxxde94499b2f",						"selfUri": "/api/v2/routing/queues/e3cbdb2f-5f3b-4f99-ba61-8ade94499b2f"					},					"messageText": "Hi, you're speaking with Zahki, how can I help you today?"				},				{					"from": "1148ebffxxxxxx70869bbe0698",					"fromExternalContact": {						"id": "65fbf5b2-e5fxxxxxx-b55c42aa3c7c",						"firstName": "xxxxx",						"lastName": "xxx",						"title": "xxxxx",						"cellPhone": {							"display": "xxxxx",							"acceptsSMS": true,							"userInput": "xxxxx"						},						"personalEmail": "x@gmail.coxxxxm",						"address": {							"address1": "xxxxx",							"city": "xxxx",							"state": "xxx",							"postalCode": "xxxx",							"countryCode": "AU"						},						"modifyDate": "2024-01-19T11:18:08Z",						"createDate": "2023-07-18T12:54:19Z",						"externalOrganization": {							"id": "83e123dd-dxxxxc200ef85e69",							"selfUri": "/api/v2/externalcontacts/organizations/83e123dd-da3d-xxxxxc200ef85e69"						},						"surveyOptOut": false,						"selfUri": "/api/v2/externalcontacts/contacts/65fbf5b2-e5f3-486axxxxxx55c42aa3c7c"					},					"to": "e8737e0b-xxxx138cf98194",					"timestamp": "2024-02-08T07:48:58.764Z",					"id": "84fc27c80a4xxxxx3b628344",					"purpose": "customer",					"participantId": "4b44a94xxxxxxeaf-907157ffeb35",					"queue": {						"id": "e3cbdb2f-5f3bxade94499b2fxxxx,						"selfUri": "/api/v2/routing/queues/e3cbdb2f-5fxxxx1-8ade94499b2f"					},					"messageText": "Hi I asked one of your agents to submit a refund request for me in order to see how much I can get back if I cancel my order now"				},				{

We build this from the "messageText" along with some other pieces

I think you are missing some information or have the wrong API.  When I run it, I don't get any transcript back - only the recordingId.

Hey Garima, 

Yes, this is possible - you would need to use the APIs to complete this function. I have some similar things and let me give you a breakdown :)

You would need to use the api/v2/conversations/{{conversationId}}/recordings?formatId=NONE 

I would use a trigger for this, specifically the acw trigger - 

This returns the conversation and recording/transcript details. You can then parse that to export a clean version of the chat/web message transcript. Then it would be about setting that into the appropriate service now API/location. 

Couple of things here, you can also get the HTML-built version of the transcript another way (Happy to provide details) if that suits better for your needs. 

Hi Community,

Is there a way that we can pass the entire web messaging transcript to a third-party crm like service now ?

Our client has an API based integration (via data actions ) to service now . They are not using any sort of connector or embeddable framework.

Is it possible to send the web messaging transcript to some field in service now out-of-the box (without needing the agent to copy -paste it himself ).

Regards

Garima.

We've been researching this a bit recently, and yeah find the recording json output is a difficult to use, multiple further API calls required to then get the agent's name from the agent id, the queue name etc. Which seems excessive for such a simple ask of the transcript for the message.

Speech and text analytics API has it's own issues and pros / cons.

Open messaging opens up some additional options since you have a middleware component and you are controlling the messages there anyway so easy enough to link and store in a database to retrieve.

I did see a appfoundry solution for this recently, that promises to do this for web messenger. (https://appfoundry.genesys.com/filter/genesyscloud/listing/b9524d0a-2428-4f84-8545-393e4fbeea64) 

But really feel like this should be it's own api end point. Like such basic functionality shouldn't be this hard. 

That is the recording of the message, not a transcription as no transcription is required for digital conversations,  only for voice conversations.  That is in the recording in a non usable format.

This API returns a complete JSON of the interaction, the reason I use this one is I parse the JSON to extract the "transcript" and build a custom transcript from it. 

Part of the response 

},					"to": "1148ebff-040d-4539-9238-70869bbe0698",					"timestamp": "2024-02-08T07:46:37.086Z",					"id": "ab5b232xxxxxe0abdb3f10e7",					"purpose": "agent",					"participantId": "0e28e203xxxxxxfbe-eca18a583d3c",					"queue": {						"id": "e3cbdb2f-5fxxxxxxde94499b2f",						"selfUri": "/api/v2/routing/queues/e3cbdb2f-5f3b-4f99-ba61-8ade94499b2f"					},					"messageText": "Hi, you're speaking with Zahki, how can I help you today?"				},				{					"from": "1148ebffxxxxxx70869bbe0698",					"fromExternalContact": {						"id": "65fbf5b2-e5fxxxxxx-b55c42aa3c7c",						"firstName": "xxxxx",						"lastName": "xxx",						"title": "xxxxx",						"cellPhone": {							"display": "xxxxx",							"acceptsSMS": true,							"userInput": "xxxxx"						},						"personalEmail": "x@gmail.coxxxxm",						"address": {							"address1": "xxxxx",							"city": "xxxx",							"state": "xxx",							"postalCode": "xxxx",							"countryCode": "AU"						},						"modifyDate": "2024-01-19T11:18:08Z",						"createDate": "2023-07-18T12:54:19Z",						"externalOrganization": {							"id": "83e123dd-dxxxxc200ef85e69",							"selfUri": "/api/v2/externalcontacts/organizations/83e123dd-da3d-xxxxxc200ef85e69"						},						"surveyOptOut": false,						"selfUri": "/api/v2/externalcontacts/contacts/65fbf5b2-e5f3-486axxxxxx55c42aa3c7c"					},					"to": "e8737e0b-xxxx138cf98194",					"timestamp": "2024-02-08T07:48:58.764Z",					"id": "84fc27c80a4xxxxx3b628344",					"purpose": "customer",					"participantId": "4b44a94xxxxxxeaf-907157ffeb35",					"queue": {						"id": "e3cbdb2f-5f3bxade94499b2fxxxx,						"selfUri": "/api/v2/routing/queues/e3cbdb2f-5fxxxx1-8ade94499b2f"					},					"messageText": "Hi I asked one of your agents to submit a refund request for me in order to see how much I can get back if I cancel my order now"				},				{

We build this from the "messageText" along with some other pieces

I think you are missing some information or have the wrong API.  When I run it, I don't get any transcript back - only the recordingId.

Hey Garima, 

Yes, this is possible - you would need to use the APIs to complete this function. I have some similar things and let me give you a breakdown :)

You would need to use the api/v2/conversations/{{conversationId}}/recordings?formatId=NONE 

I would use a trigger for this, specifically the acw trigger - 

This returns the conversation and recording/transcript details. You can then parse that to export a clean version of the chat/web message transcript. Then it would be about setting that into the appropriate service now API/location. 

Couple of things here, you can also get the HTML-built version of the transcript another way (Happy to provide details) if that suits better for your needs. 

Hi Community,

Is there a way that we can pass the entire web messaging transcript to a third-party crm like service now ?

Our client has an API based integration (via data actions ) to service now . They are not using any sort of connector or embeddable framework.

Is it possible to send the web messaging transcript to some field in service now out-of-the box (without needing the agent to copy -paste it himself ).

Regards

Garima.

Hey Garima, 

Yes, this is possible - you would need to use the APIs to complete this function. I have some similar things and let me give you a breakdown :)

You would need to use the api/v2/conversations/{{conversationId}}/recordings?formatId=NONE 

I would use a trigger for this, specifically the acw trigger - 

This returns the conversation and recording/transcript details. You can then parse that to export a clean version of the chat/web message transcript. Then it would be about setting that into the appropriate service now API/location. 

Couple of things here, you can also get the HTML-built version of the transcript another way (Happy to provide details) if that suits better for your needs. 

Hi Community,

Is there a way that we can pass the entire web messaging transcript to a third-party crm like service now ?

Our client has an API based integration (via data actions ) to service now . They are not using any sort of connector or embeddable framework.

Is it possible to send the web messaging transcript to some field in service now out-of-the box (without needing the agent to copy -paste it himself ).

Regards

Garima.

Hi Community,

Is there a way that we can pass the entire web messaging transcript to a third-party crm like service now ?

Our client has an API based integration (via data actions ) to service now . They are not using any sort of connector or embeddable framework.

Is it possible to send the web messaging transcript to some field in service now out-of-the box (without needing the agent to copy -paste it himself ).

Regards

Garima.

Hi - yes, and this is provided by Embeddable Client for Salesforce integrations.
See here > Map interaction attributes to Salesforce activity fields - Genesys Cloud Resource Center

Hi Community,

Is there a way that we can pass the entire web messaging transcript to a third-party crm like service now ?

Our client has an API based integration (via data actions ) to service now . They are not using any sort of connector or embeddable framework.

Is it possible to send the web messaging transcript to some field in service now out-of-the box (without needing the agent to copy -paste it himself ).

Regards

Garima.