Hello cloud architects! I am super excited about the AWS EventBridge integration! We are trying to pipe all of our Web Messaging chat transcripts directly into an AWS S3 bucket for long term compliance archiving. I set up the rule to listen to the v2.detail.events.conversation.{id}.messages topic. It works brilliantly, but the event stream is incredibly noisy! It fires an event for every single individual chat bubble, read receipt, and typing indicator! Is there a cleaner way to just get the final merged transcript at the end of the web message conversation rather than piecing together hundreds of micro-events?
Wow, that sounds like an amazing AWS setup! I am the only administrator for our small twenty-agent team, but we had a similar issue trying to read the chat histories! We found out that trying to rebuild the conversation from real-time events is way too much work! The absolute best way to get the full transcript is to use the Conversation Details API after the chat is completely finished! You can just trigger a webhook or Lambda function when the conversation disconnects, and then do a single API GET request to /api/v2/conversations/messages/{id}/details! It gives you the entire beautiful transcript in one single JSON file!
I teach the API integration classes and the confusion around this exact topic is infuriating. The real-time EventBridge topics are designed for building live agent assist tools, not for historical archiving. When you try to archive from the live stream, you inevitably miss the metadata wrap-up codes that the agent applies after the conversation ends.
It is incredibly frustrating that the documentation does not make this distinction clear. You must absolutely use the asynchronous recording export jobs or the conversation details API query after the session is closed, otherwise your S3 archive will be missing all the critical business data.