This method is for programmatically fetching one specific transcript at a time and is primarily used by developers. You can use the Conversation Entries Connect REST API to access individual conversations and their associated conversation entries. It is ideal for building a custom component that displays a chat history on a case page or for showing a customer their past conversations in an external portal. It isn’t for bulk data extraction.
For more information, see Accessing Conversation Data.
Considerations for Using Connect API
- Rate Limits: The API is limited to a certain number of calls per user, per hour. Attempting to pull thousands of records will quickly hit this limit. The default rate limit is 1,000 calls per application per user per hour. You can request an increase to this limit. If the limit is increased, the hourly restriction is removed, and calls will only be limited by the organization's much larger daily API limit.
- Active Session Limits: Each of your call to the Connect REST API marks the conversation as active, which is counted towards your organization’s simultaneous active conversation limit. If you exceed this limit, errors and disruptions can occur. To avoid this, it's crucial to minimize unnecessary or excessive calls.
- Text-Only: The API returns text-only transcripts. It doesn't include rich media like images or buttons.
- No Bot Messages: Messages sent by bots aren't included in the API response.
- Voice call entries aren’t tied to the voice call record until the call ends.
Note The Conversation Data GET Conversation Entries API is an
alternative to the Connect REST API with fewer limitations. Use the Conversation Data GET API to
fetch transcripts from all ConversationEntry types, including rich content, URLs, and bot
messages.