Hi Guys,
Our environment is utilizing the PureClod ACD for Salesforce email. By default, the email transcript/email recording will not store in PureCloud. Due to requirement, we are now exploring if there is available API that allow us to update the email transcript from Salesforce to PureCloud. Looking into the available API now, we do not find any suitable API to cater this requirement. Does anyone has any experience or idea on this?
Feel free to comment on this.
Thanks.
You can use the Analytics conversation detail query to retrieve lists of conversations and GET /api/v2/conversations/{conversationId}/recordings to retrieve the recordings for each conversation. Depending on your use case, POST /api/v2/recording/jobs may be useful as well. (edit: recording jobs don't support exporting yet)
We understand that the recordings can be retrieved. We are actually exploring if there is a way that we can update the email transcript back to PureCloud via API.
No. A recording in PureCloud is a history of what happened within the system. We do not allow external sources to rewrite that history. You can still update participant attributes on a conversation after the fact, however.
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