Create a Transcript

Creates a transcribed version of a voice call in real time so agents can refer to it during and after a call. This API allows you to create transcripts for in-progress calls only.

You can’t use this API to create transcripts after a call has ended. If you want to create a transcript after the call has ended, refer to the Salesforce Connect API.

Whenever an agent pauses a recording or places a call participant on hold, the system pauses the transcription, and any messages being sent in won’t be created or stored by the API during this time.

URI

/telephony/v1/voiceCalls/{vendorCallKey}/messages

Where vendorCallKey is the unique ID of the voice call (VoiceCall) record within the telephony system. For example, if the telephony system is Amazon Connect, this value is the contact ID in Amazon Connect. In transfer use cases where there are multiple VoiceCall objects associated to a single call, use the vendorCallKey of the first voice call record created for the call. This value can only be the unique call identifier of the first contact for the conversation. This value can't be a Salesforce voiceCallId.

HTTP Method

POST

Headers

Authorization: Bearer <token>: String. Standard header. The authorization token, where <token> is the JSON Web Token (JWT). Required.
Content-Type: <format>: String. Standard header. The format of the request body. Valid formats include JSON and XML. For example, application/json or application/xml. Required.
Telephony-Provider-Name: <telephony provider name>: String. Custom header. The name of the telephony provider that calls this API. For example, Amazon Connect.

Parameters

Property Name	Type	Description	Required
`participantId`	string	The call participant role that uttered this text. If senderType is END_USER, set this value to `END_USER`. If you set this property to any other value, Salesforce will set it to “END_USER” internally for privacy reasons. If senderType is HUMAN_AGENT, enter the agent's 15-digit or 18-digit Salesforce user ID (starts with 005). If senderType is VIRTUAL_AGENT, set this value to `VIRTUAL_AGENT`. If you set this property to any other value, Salesforce will set it to “VIRTUAL_AGENT” internally for privacy reasons.	Yes
`messageId`	string	The unique ID of the message. This value has to be unique for the given conversation.	Yes
`startTime`	int64	The date and time (in UTC) when this utterance started. Measured in milliseconds since the Unix epoch.	Yes
`endTime`	int64	The date and time (in UTC) when this utterance ended. Measured in milliseconds since the Unix epoch.	Yes
`content`	string	The actual text of the utterance.	Yes
`senderType`	string	the voice call participant role that generated the utterance. Possible values are: END_USER - Represents a customer. HUMAN_AGENT - Represents an agent. VIRTUAL_AGENT - Set this value to VIRTUAL_AGENT 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 differentiate between the different agents in the audio stream. The sender in this case must be the vendor call key (`vendorCallKey`) of the first voice call record created for the conversation.	Yes

Example

Request:

1POST telephony/v1/voiceCalls/5324881f-1e84-4367-8930-f69a74b30ca6/messages
2          
3          {
4          "participantId": "5324881f-1e84-4367-8930-f69a74b30ca6",
5          "messageId": "57904eb6-5352-4c5e-adf6-5f100572cf5d116",
6          "startTime": 1573503300000,
7          "endTime": 1573503300000,
8          "content": "Hello All",
9          "senderType": "VIRTUAL_AGENT"
10          }

Response:

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

Service Cloud Voice Implementation Guide

Create a Transcript

URI

HTTP Method

Headers

Parameters

Example