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Guide for Digital Transcripts

This guide provides a deep dive into how Digital Task Transcript downloaded using Captures API can be handled further.

Every Digital Task contains a collection of messages that are exchanged between the business (spanning both AI agents and Human agents) and the end customer or work item data snapshots. While practically these messages may involve rich messaging entities (such as carousel, quick replies, etc.), the Captures API flattens these messages into simple text that are human readable and can be posted to external systems thereby avoiding the overhead of parsing wide varieties of rich messaging JSON objects. However, work item transcripts contain JSON objects with key-value pairs representing work item data.

anchorQuick Recap - Captures API

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Before we understand the details of the transcript we receive, let's go through a quick recap of Captures. For further details around this, you can refer to the Captures API Reference

Authorization

While Webex CC's Developer APIs support both User Tokens and Service App Tokens, we strongly recommend leveraging Service App based Authentication in case you are building machine to machine integrations (for e.g. to write data into external CRM systems, etc.). This ensures that your App integration tokens do not expire when a user leaves your org (or) their license is revoked

Request

curl --location --request POST 'https://{{api-base-domain}}/v1/captures/query' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <Token>' \
--header 'Content-Type: application/json' \
--data-raw '
{
     "query": {
          "orgId": "{{orgId}}",
          "urlExpiration": {{TimeInMinutes}}, // Minimum: 10, Maximum: 60
          "taskIds": [
               "{{taskId1}}",
               "{{taskId2}}",
               "..." // Maximum: 10 tasks
          ],
          "includeSegments": false
     }
}
'

For more details on how to fetch an access token, please refer to the Authorization section above.

For more details on how to fetch an access token, please refer to the Authorization section.

Although you might notice the attribute includeSegments in Captures API's request body documentation, this bears no relevance in context of digital tasks as of today. It is recommended to refrain from using this attribute for digital tasks.

Response

This guide assumes that you've been able to get a success response from Captures API. For other error scenarios, please refer to the Captures API Reference.

Success HTTP Code: 200 OK

Success Response Body:

{
  "meta": {
    "orgId": "{{orgId}}",
    "urlExpiration": "{{TimeInMin}}"
  },
  "data": [
    {
      "taskId": "{{taskId1}}",
      "recording": [],
      "transcription": [
        {
          "source": "chat|sms|{{ <WorkItem> channel name }}|{{ <CustomMessaging> channel name }} etc.",
          "provider": "CISCO",
          "id": "cfg-id-101|CSRKT4K37D9OM2567",
          "fileName": "voiceTranscript.json|emailTranscript.json|facebookTranscript.json etc.",
          "filePath": "https://cjp-ccone-devus1-media-storage-recording.s3.amazonaws.com/9e4895c9-787b-4615-b15f-f1b3b12c3091/",
          "startTime": "1617373126000",
          "languageCode": "en-US",
          "createTime": "1617373126000"
        }
      ]
    },
    {
      "taskId": "{{taskId2}}",
      "recording": [],
      "transcription": [
        {
          "source": "chat|sms|{{ <WorkItem> channel name }}|{{ <CustomMessaging> channel name }} etc.",
          "provider": "CISCO",
          "id": "cfg-id-101|CSRKT4K37D9OM2567",
          "fileName": "voiceTranscript.json|emailTranscript.json|facebookTranscript.json etc.",
          "filePath": "https://cjp-ccone-devus1-media-storage-recording.s3.amazonaws.com/9e4895c9-787b-4615-b15f-f1b3b12c3091/",
          "startTime": "1617373126000",
          "languageCode": "en-US",
          "createTime": "1617373126000"
        }
      ]
    }
  ]
}

anchorDealing with Captures API Response

anchor

Follow the below steps to get to the digital transcript:

From the json response above, parse the attribute filePath. The filePath points to a pre-signed URL containing a transcript.json file specific to the taskId in context. The validity of this URL would honor the urlExpiration attribute specified in the API request.
Make an HTTP GET request to the filePath URL. This will ideally return a json response that will contain data as mentioned below if your request is successful:

Digital Transcript JSON

Messaging Channel Digital Transcript

Below is a sample transcript for messaging-based digital channels such as SMS, Email, and Chat, and for custom messaging channels (for example, Viber and Webex). This object will be referred to as the transcript.json from here on in this guide.

[
  {
    "id": "00ef01b1-ae08-4434-9874-98bc34766164",
    "aliasId": "00ef01b1-ae08-4434-9874-98bc34766164",
    "direction": "inbound",
    "message": "Form Response: Name - John Doe, Email - john@live.com",
    "attachments": null,
    "participant": {
      "name": "John Doe",
      "role": "customer",
      "userId": "",
      "aliasId": ""
    },
    "timestamp": "2023-11-07T13:24:09:024Z",
    "redacted": false
  },
  {
    "id": "72c2254351e543aa98ac5c40fe837009",
    "aliasId": "72c2254351e543aa98ac5c40fe837009",
    "direction": "outbound",
    "message": "We are currently out of office and services ",
    "attachments": [
      {
        "fileName": "Sample Image 1.png",
        "mimeType": "image/png",
        "url": "https://{{media-regional-sub-domain}}.s3.amazonaws.com//digital/transcripts/56a2cef6-a1b3-43cd-b97a-036f3edae8bf/chat/bd0b90d8-92d0-4550-85fe-48bb4d274e30/attachments/8e0ebdc5-169d-443d-8fa9-ae53b9a9ae69/BE0EB707-56F9-4A32-9C70-17FD4D706AFFSample Image 1(1).PNG?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20250424T104747Z&X-Amz-SignedHeaders=host&X-Amz-Expires=3599&X-Amz-Credential=AKIATRZUOXQOOEF7E2MR/20250424/us-east-1/s3/aws4_request&X-Amz-Signature=f44257d7869ef2f2300984ae84d0494205388d46e0f1e60ff57aca93c3012f78&JWE=eyJlbmMiOiJBMjU2R0NNIiwiYWxnIjoiZGlyIn0..jj40-zAvLZBVzGie.QTtrp7RnZVkaBPy5ZVynNMJU_9yDkE55s-wZJMU7QPQHbXTPFEq8gxUexNmk9JIOknUeckwrzEaDCDKi-xh8jWZ_fYgrUdSej_GXU4L_FmDjQGOzIRRCAyj9_X8xmM4RBbI56Se6UNYpK0ULeCWpk6DkeWSYmykhw82Pal4NwhS-LY6aXpvZRBkY4Arc8V7R9z3P3HCOkuoN1c2SxeadiepsILwY5x7gSo7zan-HHNLGkOigB8qrb65E19QBJUb3mrdMHsKLYJi6cRBOwzjBeqyfpOq5tfAStIdJMW-yQduvV39Cufyo1rswBz1eBKWBBGThuw8CYaDBtlJ5I1sVtwqLsQDJSnb17hJJaKbSDTlJtxUhUiEoL9xhG0jtWwZCDJnk0cqWhkvyzPI7hAl5JMw9J5kWZkP4BcKvKdV9wbO-zHTSyWMV0i-g-eFWrTTTK4n25pUjkBXVXf8jKCde22-nmsdmaq52ILo.TxZRACWOaay6A-56EvHdPg&keyUri=kms://kms-us-int.wbx2.com/keys/d1991610-2184-4c84-8204-5d8a5a361e69",
        "dropped": true,
        "encrypted": false,
        "encryptionDetails": {
          "jwe": "",
          "keyUri": ""
        }
      },
      {
        "fileName": "Sample Text.txt",
        "mimeType": "image/jpeg",
        "url": "https://{{media-regional-sub-domain}}.s3.amazonaws.com//digital/transcripts/56a2cef6-a1b3-43cd-b97a-036f3edae8bf/chat/bd0b90d8-92d0-4550-85fe-48bb4d274e30/attachments/8e0ebdc5-169d-443d-8fa9-ae53b9a9ae69/BE0EB707-56F9-4A32-9C70-17FD4D706AFFSample Text(1).TXT?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20250424T104747Z&X-Amz-SignedHeaders=host&X-Amz-Expires=3599&X-Amz-Credential=AKIATRZUOXQOOEF7E2MR/20250424/us-east-1/s3/aws4_request&X-Amz-Signature=f44257d7869ef2f2300984ae84d0494205388d46e0f1e60ff57aca93c3012f78&JWE=eyJlbmMiOiJBMjU2R0NNIiwiYWxnIjoiZGlyIn0..jj40-zAvLZBVzGie.QTtrp7RnZVkaBPy5ZVynNMJU_9yDkE55s-wZJMU7QPQHbXTPFEq8gxUexNmk9JIOknUeckwrzEaDCDKi-xh8jWZ_fYgrUdSej_GXU4L_FmDjQGOzIRRCAyj9_X8xmM4RBbI56Se6UNYpK0ULeCWpk6DkeWSYmykhw82Pal4NwhS-LY6aXpvZRBkY4Arc8V7R9z3P3HCOkuoN1c2SxeadiepsILwY5x7gSo7zan-HHNLGkOigB8qrb65E19QBJUb3mrdMHsKLYJi6cRBOwzjBeqyfpOq5tfAStIdJMW-yQduvV39Cufyo1rswBz1eBKWBBGThuw8CYaDBtlJ5I1sVtwqLsQDJSnb17hJJaKbSDTlJtxUhUiEoL9xhG0jtWwZCDJnk0cqWhkvyzPI7hAl5JMw9J5kWZkP4BcKvKdV9wbO-zHTSyWMV0i-g-eFWrTTTK4n25pUjkBXVXf8jKCde22-nmsdmaq52ILo.TxZRACWOaay6A-56EvHdPg&keyUri=kms://kms-us-int.wbx2.com/keys/d1991610-2184-4c84-8204-5d8a5a361e69",
        "dropped": true,
        "encrypted": true,
        "encryptionDetails": {
          "jwe": "eyJlbmMiOiJBMjU2R0NNIiwiYWxnIjoiZGlyIn0..ZkI-74v_XN9u_Tu3.ehNpfTXjlF3RuMmCILOp_H_cPj8FP7ggaryqPS5T0BUWC5PVETKZqIQDOjZJa5OC06y8SYkPfBZkimt52pC3NE-cowrv-VzRq1agmYmn6jiVlNsy3ktZcQfgY3w3nj6EmElo6fnAsdaGZVo79SXuU8GPegJMEIoNKNAEFmr_sVFNle-8XSDdfpirs3JKKZqe_9iN-4lR7xd4-vNBP1dqVIlP17_3mIFbL8WMT6L_z4WX7Bi76k8rQfVIidA1M_psLG9iwvM7o_2Nd-BcbRwlnUg4--cJnXwsk3PSi2wIchwLO-WCjfkxigM2H70YCNbFKGhGjmi_YLpi5hoe9_ryMC7UnOK_rKYOwZF1E7kMlEfc9S5k2GhQxxOYdL73qgnyk0UfoZ2aBoUlAgvnRlgbX78rO1t94lL9TUL9RPF71OhNre4JaXuPR6gOmyofMOpWWnMxj_hTFOd4lcIpocb6kmYJRwvcYERFdecqruFVEiydwmB8IQy4eFdsJWkDaSswRA.XqVlRCZUovATcaNPXqL2Pg",
          "keyUri": "kms://kms-us-int.wbx2.com/keys/8fd281bd-47e0-4b3a-b438-6ea289e64ea2"
        }
      }
    ],
    "participant": {
      "name": null,
      "role": "agent",
      "userId": "New Conversation",
      "aliasId": ""
    },
    "timestamp": "2023-04-06T11:49:39:897Z",
    "redacted": false
  }
]

Work Item Digital Transcript

Below is the sample transcript for Custom Work Item channels. This object will be referred to as the transcript.json from here on in this guide.

[
  {
    "id": "35cc5718-84b5-40f2-bef3-7f5121b360fd",
    "aliasId": "35cc5718-84b5-40f2-bef3-7f5121b360fd",
    "direction": "announcement",
    "message": "17 Apr 2026 01:04:05 - The chat has been moved to queue by the system",
    "attachments": null,
    "participant": {
      "name": "System",
      "role": "system",
      "userId": "",
      "aliasId": ""
    },
    "timestamp": "2026-04-17T08:04:05.660Z",
    "redacted": false,
    "workItemData": null
  },
  {
    "id": "3e4d3d37-9cfe-4404-8a61-0ffd86da80f7",
    "aliasId": "3e4d3d37-9cfe-4404-8a61-0ffd86da80f7",
    "direction": "inbound",
    "message": "WorkItem",
    "attachments": null,
    "participant": {
      "name": "Customer 20260417075702823",
      "role": "customer",
      "userId": "",
      "aliasId": ""
    },
    "timestamp": "2026-04-17T08:04:12.889Z",
    "redacted": false,
    "workItemData": {
      "caseId": "CI784774",
      "firstName": "John",
      "lastName": "Doe",
      "severity": "Critical"
    }
  }
]

The transcript.json contains an array of individual messages exchanged between the business and the end-customer or work item snapshots.
You can now loop through each of the items in this array to access relevant information about the message object such as message, timestamp, attachments etc or workItemData.

We have published a table below under the section: Transcript JSON Schema Details that explains these fields in further detail for your reference.

Currently, the email transcripts only contain the HTML body alone. Details around Email To recipients, Cc recipients, Subject are not part of the transcript as of yet.

The reference to attachments in this file may point to encrypted files secured using Webex Suite's Encryption in case you are enrolled in the Early Access Beta Program. We strongly encourage you to understand the impact of encrypted attachments in your integrations as we soon plan to enforce this as a security measure for all customers

anchorDecrypting Attachments

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New

Beta

Encrypted attachments will need to be decrypted using Webex Encryption SDK made available to developers. In order to do this, you'll need the following parameters handy from the transcript.json

attachments[i].url
attachments[i].encrypted
attachments[i].encryptionDetails

The attachment URLs exposed in the transcript.json are protected by CORS. This is not intended for use within browser based apps.

Webex Developer Platform offers a Webex JS SDK encryption plugin that will allow you to decrypt these attachments.
Install the Decryption SDK

npm install --save @webex/plugin-encryption

Below is a sample code that you would need to use in order to decrypt attachments

import Webex from "@webex/plugin-encryption";
import fs from "fs";

// Initialize Webex with access token
const webex = Webex.init({
  credentials: {
    access_token: accessToken,
  },
});

// Example attachment URL from the transcript JSON
const attachmentUrl =
  "https://example.com/attachment-url?keyUri=somekeyuri&JWE=someJweValue";
const fileName = "myfile.jpg";

webex.once("ready", async () => {
  try {
    // Register the cypher
    await webex.cypher.register();

    // The attributes - `jwe` and `keyUri` are to be fetched from the `attachments` array object from the `transcript.json`
    const options = {
      useFileService: false,
      // If JWE or keyUri are not in the URL, you would need to provide them:
      // jwe: 'yourJweValue',
      // keyUri: 'yourKeyUriValue'
    };

    const fileBytes = await webex.cypher.downloadAndDecryptFile(
      attachmentUrl,
      options
    );

    fs.writeFileSync(fileName, fileBytes);
    console.log(`File saved to ${fileName}`);

    // Deregister when done
    await webex.cypher.deregister();
  } catch (error) {
    console.error("Error in encryption process:", error);
    await webex.cypher.deregister();
  }
});

anchorTranscript JSON Schema Details

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Data Field Name	Type	Description	Allowed Values
`id`	String	Unique system generated identifier of the message or Work Item snapshot (UUID).
`aliasId`	String	Auxiliary unique reference identifier of the message or Work Item snapshot.
`direction`	String	The direction of the message to indicate whether the message was received, sent, or system generated. For Work Items, data snapshots typically appear as `inbound`, and system-generated events may appear as `announcement`.	`inbound`, `outbound`, `announcement`
`message`	String	The content of the message, typically the text of the message. For work item snapshots, the field value is set to `WorkItem`.
`participant`	Object	Details of the participant. For inbound messages, the name of the customer alone is populated if the channel supports it
`name`	String	System (or) Agent Name (or) Customer Name.
`role`	String	Role of participant	`system`, `customer`, `agent`
`userId`	String	The identifier of the participant
`participant.aliasId`	String	An auxiliary identifier associated with the participant.
`timestamp`	String	The timestamp indicating when the message or work item snapshot was created. It follows the ISO 8601 format.
`redacted`	Boolean	Determines whether the message contained any sensitive PCI content and got redacted/masked or not. e.g., credit card number. This is not applicable for work item snapshots.
`attachments`	Object	An object containing details about any attachments to the message. This is not applicable for work item snapshots.
`fileName`	String	The name of the attached file.Sample (e.g., Image.png)
`mimeType`	String	The MIME type of the attached file (e.g., image/png)
`url`	String	Publicly accessible URL to download the attachment.
`dropped`	Boolean	Determines whether the attachment was dropped due to PCI reasons. This is not applicable for work item snapshots.
`encrypted`	Boolean	Determines whether the attachment is encrypted or not. This is not applicable for work item snapshots.
`encryptionDetails`	Object	Attributes related to how the attachment was encrypted. You will need in order to decrypt this attachment subsequently using the Webex Decryption SDK
`jwe`	String	JWE object refers to an encrypted secure content resource of this file.
`keyUri`	String	URI location of the Key on Webex's Key Management Service
`workItemData`	Object	Key value pairs containing work item data snapshot. This is not applicable for messaging channels