Note: This article applies to Genesys Cloud for Salesforce.

You can use the SDK in the managed package to collect the voice transcript data from Genesys Cloud for a specified conversation in the Genesys Cloud for Salesforce client. The SDK uses the Salesforce Apex programming language. When multiple agents handle a call, for example, in call transfers, the transcript data contains the conversation of all the participants and it is not limited to the specific agent.

Before using the SDK to collect the voice transcript, ensure that you have the correct remote site settings for your region. For more information about remote site settings, see Remote site settings for Genesys Cloud for Salesforce.

Note: This advanced customization article is intended for developers who are familiar with Salesforce.

Access the SDK through the Call class under the purecloud.SDK.Call namespace. 

Call class

Contains methods that allow you to collect the voice transcript data for a conversation in the Genesys Cloud for Salesforce client.




Use the methods to collect the voice transcription data for a specified conversation. Ensure that you provide enough time before you call this method as the time taken to generate the transcript data of a call can vary depending on the connection type and the duration of the conversation.

Call methods

The following methods are available for the Call class.

Collects the voice transcript data for a specified conversation in the Genesys Cloud for Salesforce client.


Name Data Type Description
conversationId String The conversation for which you want to collect the voice transcript data.

Return value

Returns the custom object purecloud__PureCloud_Chat_Transcript__c. If you want to persist the transcript custom object in your Salesforce org, then you must call an Apex DML operation after you call the method.


Triggers the exception purecloud__PureCloudException when one of the following events occurs:

  • The recording metadata is not found for the conversation.
  • The transcript data does not exist or is not generated yet for the conversation.
  • The conversation details are not available for the conversation.
  • The Salesforce governor limit for the total number of callouts is reached.

For more information, see SDK in Genesys Cloud for Salesforce.