Create Transcript

Creates a transcript during a call. Transcripts can be saved to a conversation. You can create transcripts using this API only for an ongoing call. If the call has ended, you can no longer create transcripts.

This endpoint is available in API version 49.0 and later.

URI

/telephony/v1/voiceCalls/{voiceCallId}/participants/{participantId}/messages

voiceCallId : The unique identifier used to create the initial VoiceCall. This value corresponds to the vendorCallKey field on VoiceCall. In a transfer use case when there are multiple VoiceCall objects associated to a single call, use the vendorCallKey of the first VoiceCall created for the call. This value can only be the unique call identifier of the first contact for the conversation. This value cannot be a Salesforce voiceCallId.

participantId: The value of the participant who uttered this text. This value must be a valid participant in the conversation and must correspond to the ParticipantKey of the participant created for the conversation. Example participantId values for different senderType values:

For END_USER, use the phone number of the caller.
For HUMAN_AGENT, use the agent username.
For VIRTUAL_AGENT, use the initialContactId of the call. This value is the same value used to create the first VoiceCall for the conversation.

Formats

JSON, XML

HTTP Methods

POST

Authentication

Authorization: Bearer token

Parameters

Property Name	Type	Description	Required
messageId	string	The unique identifier for the message. This value has to be unique for the given conversation	Yes
startTime	int64	The time when this particular utterance was uttered	Yes
endTime	int64	The time when this particular utterance was ended.	Yes
content	string	Actual text of the utterance.	Yes
senderType	string	Valid values are: `END_USER`—Customer `HUMAN_AGENT`—Agent `VIRTUAL_AGENT`—This value can be used when you have a conference between multiple agents and you want to create all agent-side utterances as one single agent since you have no way to distinguish between the different agents in the audio stream. The sender in this case must be the vendorCallKey of the first VoiceCall created for the conversation.	Yes

Example

Request:

1POST telephony/v1/voiceCalls/0LQRM0000006CSz/participants/5324881f-1e84-4367-8930-f69a74b30ca6/messages
2
3{
4  "messageId": "57904eb6-5352-4c5e-adf6-5f100572cf5d116",
5  "startTime": 1573503300,
6  "endTime": 1573503320,
7  "content": "Hello All",
8  "senderType": "VIRTUAL_AGENT"
9}

Response:

1{
2  "result": "Accepted"
3}

Service Cloud Voice Developer Guide

Create Transcript