Transcript

Searching Transcripts

Through the transcript query API endpoint, you can get transcript messages for the given account ID and engagement ID. An Engagement ID is typically attained by searching engagements.

A Simple Example

A search is run using the Account ID of a tenant and Engagement ID to search for all messages associated with that Engagement.

The below is the results of a search that can be performed via the Digital Transcript Query API. Transcripts associated with the Account ID EXMPLE and Engagement ID engagmnt-xxxx-xxxx-xxxx-xxxxxxxxxxxx will be returned along with pagination information and links to get the next page of results.

{
  "pagination": {
    "pageNumber": 1,
    "pageSize": 10,
    "total": 1
  },
  "messages": [
    {
      "accountId": "EXMPLE",
      "dialogId": "bb4f5cf8-5bfc-4bf3-ac43-153c43671f0e",
      "engagementId": "engagmnt-xxxx-xxxx-xxxx-xxxxxxxxxxxx",
      "messageId": "fd2853bb-2e59-4236-b2fd-9a1ca156fbae",
      "messageIndex": 1,
      "channelId": "EMAIL",
      "messageType": "REPLY",
      "messageDirection": "INCOMING",
      "providerDialogId": "b63753b5-c271-40ce-9bb2-8b0aaba12eb0",
      "providerMessageId": "774f5cf8-5bfc-4bf3-ac43-153c43671f04",
      "privateMessage": false,
      "body": {
        "elementType": "TEXT",
        "payload": "message text content",
        "elementText": {
          "text": "this is text content of the message",
          "textFormat": "PLAINTEXT"
        }
      },
      "header": {
        "priority": "important",
        "sensitivity": "sensitive",
        "encoding": "utf-8",
        "subject": "Title of the message",
        "from": "[email protected]",
        "to": [
          "[email protected]"
        ],
        "cc": [
          "[email protected]"
        ],
        "bcc": [
          "[email protected]"
        ],
        "replyTo": "[email protected]",
        "providerMessageTimestamp": "2023-11-16T05:57:44.000Z",
        "messageSourceServerTag": "Tag1",
        "clientDeviceTag": "ios-device-1",
        "additionalHeaders": {
          "header1": "added property"
        }
      },
      "parts": [
        {
          "partId": "774f5cf8-5bfc-4bf3-ac43-153c43671f04",
          "name": "file.png",
          "contentType": "application/img",
          "size": 3500,
          "url": "https://service-domain.com/file.png",
          "captionText": "Image showing and issue",
          "thumbnailUrl": "https://somedomain.com/thumb.png",
          "additionalProperties": {
            "property1": "added properties"
          }
        }
      ],
      "messageReceivedTimestamp": "2023-11-16T05:57:44.000Z",
      "senderParticipantName": "shane",
      "senderParticipantType": "CUSTOMER",
      "sourceType": "Facebook"
    }
  ],
  "links": {
    "prev": "",
    "next": ""
  }
}