Transcript Resource

Public Beta

Voice Intelligence is currently available as a public beta release. Some features are not yet implemented and others may be changed before the product is declared as Generally Available. Beta products are not covered by a Twilio SLA.

Learn more about beta product support.

A Transcript resource represents a voice conversation that has automatically been converted to text through Voice Intelligence. The Transcript resource is a container and includes links to individual transcribed Sentence, Media, and OperatorResults resources.

Transcript properties

Resource Properties in REST API format
`account_sid`	sid<AC> Not PII The unique SID identifier of the Account.
`service_sid`	sid<GA> Not PII The unique SID identifier of the Service.
`sid`	sid<GT> Not PII A 34 character string that uniquely identifies this Transcript.
`date_created`	date_time<iso8601> Not PII The date that this Transcript was created, given in ISO 8601 format.
`date_updated`	date_time<iso8601> Not PII The date that this Transcript was updated, given in ISO 8601 format.
`status`	enum:status Not PII The Status of this Transcript. One of `queued`, `in-progress`, `completed`, `failed` or `canceled`.
`channel`	object Not PII Media Channel describing Transcript Source and Participant Mapping
`data_logging`	boolean Not PII Data logging allows Twilio to improve the quality of the speech recognition through using customer data to refine its speech recognition models.
`language_code`	string Not PII The default language code of the audio.
`customer_key`	string Not PII
`media_start_time`	date_time<iso8601> Not PII The date that this Transcript's media was started, given in ISO 8601 format.
`duration`	integer Not PII The duration of this Transcript's source
`url`	url Not PII The URL of this resource.
`redaction`	boolean Not PII If the transcript has been redacted, a redacted alternative of the transcript will be available.
`links`	uri_map Not PII

Create a new Transcript

post

https://intelligence.twilio.com/v2/Transcripts

You can only create one Transcript per RecordingSid. To re-transcribe a recording, you will need to delete the original Transcript resource and create a new one.

This limitation does not apply if you are supplying a MediaUrl to create a Transcript.

Transcripts can be created in one of two ways:

Use a recording SID
If you’ve made a recording on Twilio and you are storing that recording on Twilio, you can make a POST request to the Transcript API and include the recording’s SID as a RecordingSID parameter. Voice Intelligence will retrieve the recording from Twilio’s storage and transcribe it.
Use a media URL
If you’re storing a recording outside of Twilio — for example, in your own S3 bucket — or if you’re transcribing a dual-channel recording that was made on another system, such as another contact center product like Amazon Connect, you can transcribe the recording by making a POST request to the Transcript API and including the MediaUrl parameter with the recording’s location as its value. The URL must be accessible, either publicly or through a mechanism like a pre-signed URL.

Transcripts cannot be created for recordings made by projects with Voice Recording Encryption enabled, as Voice Intelligence is unable to decrypt those resources. We recommend offloading those recordings to your own storage and generating a pre-signed URL to supply them to the Transcript API.

Supported media formats

We support the following media formats for recordings ingested via MediaUrl:

PCM-encoded WAV (mono and stereo)
MP3 (mono and stereo)
FLAC

Parameters

Parameters in REST API format
`service_sid` Required	post sid<GA> Not PII The unique SID identifier of the Service.
`channel` Required	post object Not PII JSON object describing Media Channel including Source and Participants
`customer_key` Optional	post string Not PII Used to store client provided metadata. Maximum of 64 double-byte UTF8 characters.
`media_start_time` Optional	post date_time<iso8601> Not PII The date that this Transcript's media was started, given in ISO 8601 format.

Specifying channel information

Channel is the object representing the media channel. It has information about the source of the media, either a Twilio recording or a 3rd party recording, and the participants information.

{
	"$schema": "https://json-schema.org/draft/2019-09/schema",
    "type": "object",
    "items": {
      "$ref": "#/definitions/Channel"
    },
    "definitions": {
      "Channel": {
        "type": "object",
        "additionalProperties": false,
        "properties": {
          "media_properties": {
            "type": "object",
            "properties": {
              "source_sid": {
                "type": "string",
                "$comment": "Twilio Recording Sid" 
              },
              "media_url": {
                "type": "string",
          		"format": "uri",
                "$comment": "url to the 3rd party recording" 
              }
            },
            "$comment": "Either source_sid or media_url is required" 
          },
          "participants": {
            "type": "array"
          }
        },
        "title": "Channel"
      }
   }
}

If the Transcript was generated from an external recording, the Channel information would look like the following:

{
     "media_properties":{
        "source_sid": null,
        "media_url": "http://www.example.com/recording/call.wav"
     },
     "participants":[
       
     ]
 }

Specifying participant information

By default, Voice Intelligence assumes that the left channel (channel One) is the agent and the right channel (channel Two) is the customer. The order of these channels may be inverted, depending on how your call flow works and which call leg is being recorded.

You can specify information about channel structure, as well as information about who each participant is, by passing in a URL-encoded JSON array containing information about each participant into the Participants parameter in the Channel object. The Participants array follows this JSON schema:

{
  "$schema": "http://json-schema.org/draft-06/schema#",
  "type": "array",
  "maxItems": 2,
  "items": {
    "$ref": "#/definitions/Participant"
  },
  "definitions": {
    "Participant": {
      "type": "object",
      "additionalProperties": false,
      "properties": {
        "channel_participant": {
          "type": "integer",
          "enum": [
            1,
            2
          ],
          "$comment": "You can only specify one participant per channel"
        },
        "user_id": {
          "type": "string"
        },
        "media_participant_id": {
          "type": "string"
        },
        "role": {
          "type": "string"
        },
        "full_name": {
          "type": "string"
        },
        "email": {
          "type": "string",
          "format": "email"
        },
        "image_url": {
          "type": "string",
          "format": "uri"
        }
      },
      "required": [
        "channel_participant"
      ],
      "title": "Participant"
    }
  }
}

Specifying both participants

[
      {
         "user_id" : "id1",
         "channel_participant": 1,
         "media_participant_id": "+1505959545",
         "email": "veronica.meyer@example.com",
         "full_name": "Veronica Meyer",
         "image_url": "https://images.unsplash.com/photo-1438761681033-6461ffad8d80",
         "role": "Agent"  
      },
      {
         "user_id" : "id2",
         "channel_participant": 2,
         "media_participant_id": "+1505959505",
         "email": "lauryn.trujillo@example.com",
         "full_name": "Lauryn Trujillo",
         "image_url": "https://images.unsplash.com/photo-1554384645-13eab165c24b",
         "role": "Customer"  
      }
]

Example 1

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Example JSON response

Create Transcript

Fetch an existing Transcript

get

https://intelligence.twilio.com/v2/Transcripts/{Sid}

Parameters

Parameters in REST API format
`sid` Path	get sid<GT> Not PII A 34 character string that uniquely identifies this Transcript.
`redacted` Optional	get boolean Not PII Grant access to PII Redacted/Unredacted Transcript. The default is `true` to access redacted Transcript.

Parameters in REST API format

sid

Path

get sid<GT> Not PII

A 34 character string that uniquely identifies this Transcript.

redacted

Optional

get boolean Not PII

Grant access to PII Redacted/Unredacted Transcript. The default is true to access redacted Transcript.

Example 1

Loading Code Sample...

Example JSON response

Fetch Transcript

Fetch multiple Transcripts

get

https://intelligence.twilio.com/v2/Transcripts

Parameters

Parameters in REST API format
`service_sid` Optional	get sid<GA> Not PII The unique SID identifier of the Service.
`before_start_time` Optional	get string Not PII Filter by before StartTime.
`after_start_time` Optional	get string Not PII Filter by after StartTime.
`before_date_created` Optional	get string Not PII Filter by before DateCreated.
`after_date_created` Optional	get string Not PII Filter by after DateCreated.
`status` Optional	get string Not PII Filter by status.
`language_code` Optional	get string Not PII Filter by Language Code.
`source_sid` Optional	get string Not PII Filter by SourceSid.

Example 1

Loading Code Sample...

Example JSON response

Read Transcript

Delete an existing Transcript

delete

https://intelligence.twilio.com/v2/Transcripts/{Sid}

Parameters

Parameters in REST API format
`sid` Path	delete sid<GT> Not PII A 34 character string that uniquely identifies this Transcript.

Parameters in REST API format

sid

Path

delete sid<GT> Not PII

A 34 character string that uniquely identifies this Transcript.

Example 1

Loading Code Sample...

Example JSON response

Parameters

Example 1

Create Transcript

Parameters

Example 1

Fetch Transcript

Parameters

Example 1

Read Transcript

Parameters

Example 1

Delete Transcript

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