Hello everyone. I am a reporting analyst and I am currently working on a project to export our web messaging transcripts into our external data warehouse for executive analysis. I am using the Recording API to pull the transcripts in JSON format, but I am finding the structure very difficult to parse for our Tableau dashboards. The messages are mixed with system events and metadata, making it hard to recreate the actual conversation flow. Is there a ‘Clean’ version of the transcript API that only returns the agent and customer messages?
Hey Ver18! I am an IT admin and I inherited a script that does this. There is no ‘Clean’ API endpoint. You have to write your own parser to filter out the noise. You should look for the purpose field in each transcript entry. If it is agent or customer, you keep it. If it is system, you discard it. It is a bit of work, but it is the only way to get a readable transcript for your executives.
Greetings. I am a digital channels specialist and I have spent a lot of time with the messaging APIs. To follow up on Ren25, please be aware that ‘Web Messaging’ transcripts have a different structure than the old ‘Web Chat’ ones. In Web Messaging, the messages are delivered as a stream of events. You need to look for the message event type. Also, keep in mind that a single conversation can have multiple sessions if the customer returns after a long break. You will need to join these sessions together in your data warehouse to see the full interaction history.