I recently inherited a Genesys Cloud organization. We are being audited and I need to export all web messaging transcripts from the last six months for a specific set of customer email addresses. I see that I can view individual transcripts in the Performance interaction view, but I cannot find a way to perform a ‘Bulk Export’ of the actual chat text. Is there an API endpoint or a tool that can pull the full transcript content for multiple conversations at once, or do I have to export them one by one?
I have to do these transcript reviews for our quality audits all the time. To answer your question, there is no ‘Bulk Export’ button in the UI for the transcript text itself. You have to use the Recording API. Specifically, you should use the POST /api/v2/recording/batchrequests endpoint. This allows you to submit a list of interaction IDs and the system will generate a bulk export job. Once the job is finished, you can download a zip file containing all the transcripts in JSON or PDF format. It is much more efficient for an audit!
I want to add a note about ‘Data Privacy’ during your audit export. When you export transcripts in bulk, you might accidentally include PII (Personally Identifiable Information) that was not correctly redacted by the bot. You should ensure that your export process includes a step to verify the redaction status of each transcript. Also, remember that these transcripts are ‘Legal Records’, so you must store them in a secure location with limited access once they are removed from the Genesys Cloud platform!