export the transcript

[diplodock]

Hello.
Could you tell me if it's possible to export the transcript from the station to a third-party application or file for further analysis?

 

[morefon]

hi you can export the transcript easiest way with a crm integraton, use the fields [Transcription], [Summary], and [RecordingHyperLink].
https://www.3cx.com/docs/crm-integration/

 

[diplodock]

This is an additional integration setting. I'd like to be able to simply export it to a file.

 

[Evolute IT]

This is an additional integration setting. I'd like to be able to simply export it to a file.

Not possible by default. Gotta use the CRM integration or the API to pull it out manually.

 

[morefon]

Alternatively, you could send it to an email address, convert the email into a file & extract the text by using a tool of your choice (n8n, IFTTT, Microsoft 365 Power Automate, Google Apps Script), and then store it in OneDrive, Google Drive, or Dropbox connected to your customers’ PCs. Almost no coding required.

The possibilities are endless Good luck!

 

[nikolascx]

But how you want to export the file?
I think this can be done much simpler - Login to 3CX, find the recording you want, and click the burger menu on the side + "transcription"
Copy and paste to a file.And you can use it where you want.

Another easy way is from the reporter tool.

We also have a Grafana dashboard where you can get this transcript.

 

[accentlogic]

@nikolascx Our use case is for support staff to add the SMS or Webchat thread to the support ticket they are working on. If the contact existed when the chat started and can be matched it will log to our CRM, but that is logged to the Contact record and cannot be associated with or included in a particular ticket. These users do not have access to the 3CX Admin console to retrieve the chat, so export, email or copy/paste needs to be used.

 

[nikolascx]

So essentially, for you to work you need
not only the calls to be integrated to CRM and passing transcripts
but also text communication like chats / Click to call & sms
If we treat the chats as calls, then the chat / sms text would make it's way into the CRM and your support will need to do nothing.

Am I understanding correctly?

 

[accentlogic]

So essentially, for you to work you need
not only the calls to be integrated to CRM and passing transcripts
but also text communication like chats / Click to call & sms
If we treat the chats as calls, then the chat / sms text would make it's way into the CRM and your support will need to do nothing.

Am I understanding correctly?

Good point. We have the same challenge with call transcripts - they land on the Contact record as an Activity or a Note and are not associated with the Ticket. Client-side CRM integration could solve that by giving the agent an interface to choose the correct company/contact/ticket, but until/if that is possible with 3CX I'll take the ability to manually capture the data.

The 3CX app currently allows exporting Transcripts, but it does not include the Summary or Sentiment and the 3CX User role does not have access to their own recordings.