The Transcripts API enables you to send and retrieve transcript messages associated with interactions and workflow sessions in the Avaya Infinity contact center platform. Use this API to programmatically attach conversation transcripts to interactions - such as voice calls, chat sessions, or automated workflows and to retrieve the full message history for a given interaction. This API is intended for integrations such as AI-powered transcription services, bot frameworks, and reporting tools that need to write or read interaction transcripts outside of the Avaya Infinity portal.
Endpoints
Send Transcript Batch
POST /transcripts/{id}
Submit a batch of transcript messages for a specific interaction or workflow session. Supports partial success — inspect failed and errors in the response.
Get Transcripts
GET /transcripts/{interactionId}
Retrieve all transcript messages for a given interaction or workflow session, with support for pagination.
Getting Started
Find Your Customer Subdomain
Your subdomain is found in your Avaya Infinity portal URL and is required for all API calls.
Example: If your portal URL is:
https://core.avaya1234.ec.avayacloud.com/app/core-config-ui/Your subdomain is: avaya1234
All API requests use this format:
https://core.{customerId}.ec.avayacloud.com/api/transcripts/v1/...Authentication
All endpoints require Bearer token authentication. To get started, contact Avaya Support to request a client_id and client_secret provisioned with the TRANSCRIPT scope. Once you have your credentials, generate an access token.
Working with Interaction IDs
Both endpoints accept either an interactionId (for standard voice or digital interactions) or a workflow session ID (for WORKFLOW_SESSION type sessions). Use whichever ID corresponds to the context you are working with.
Interaction IDs follow the format 004d01... and can be retrieved from the Avaya Infinity platform during or after an interaction. Workflow session IDs are returned when a workflow session is started via the Workflow Execution API.
Example: An interaction ID looks like this: 004d01000069d6b91753dcd4c0
Common Integration Patterns
AI Transcription Pipeline — Use POST /transcripts/{id} to write messages from a real-time speech-to-text service directly to an active interaction, building a live transcript as the conversation progresses.
Bot Conversation Logging — Use POST /transcripts/{id} from a bot framework to record all customer and bot messages for compliance, quality assurance, or downstream analytics.
Transcript Retrieval for Reporting — Use GET /transcripts/{interactionId} after an interaction ends to pull the full message history into an external reporting or CRM system.