Events to customize Transcript Tab¶

The Transcript tab shows the transcripts of the USER-BOT conversation if they exist. It displays a summary of the conversation to give pre-context to the Agent and to show the live transcripts of USER and AGENT during voice conversations.

Pause Transcript¶

This method pauses the transcription process in the application. When invoked, ongoing transcription temporarily halts, and no further text is captured or processed until the transcription is resumed.

aaWindowInstance.pauseTranscript();

Resume Transcript¶

This method resumes the transcription process after the pause. Once invoked, the application continues to capture and process text.

aaWindowInstance.resumeTranscript();

BOT_TRANSCRIPT¶

This event delivers the Bot transcripts when the user interacts with the bot prior to agent transfer. It allows to customize the Bot response within the transcripts.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'BOT_TRANSCRIPT'){
        //customize html if required
    }
});

TRANSCRIPT_BULB¶

This event displays a bulb icon beside user's comments when intent-based suggestions are triggered.

Note: Clicking the bulb icon activates the assist tab to show the suggestions.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
   if(payload.event === 'TRANSCRIPT_BULB'){
        // Customize the transcript bulb icon if required.
       }
});

USER_TRANSCRIPT¶

This event delivers the User transcripts when the user interacts with a bot or agent during voice conversations. It allows to customize the User response within the transcript.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
        if(payload.event === 'USER_TRANSCRIPT'){
            //customize html if required
        }
});

AGENT_TRANSCRIPT¶

This event delivers the Agent transcripts when the Agent interacts with the user during voice conversations. It allows to customize the Agent transcript within the transcript.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
        if(payload.event === 'AGENT_TRANSCRIPT'){
        //customize html if required
        }
});

AGENT_JOINED_TEMPLATE¶

This event triggers a banner in the Transcription tab when the agent joins a voice conversation. It provides a visual cue for the agent that the agent is now part of the discussion.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'AGENT_JOINED_TEMPLATE'){
        //customize html if required
    }
});

SUMMARY_TEMPLATE¶

This event summarizes the conversation between the User and the Bot before agent transfer. It also provides the Agent with context for the user's query.

aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
    if(payload.event === 'SUMMARY_TEMPLATE'){
        //customize html if required
    }
});