Configure Transcription Connector

To use your preferred third-party transcription provider using the Transcription Connector integration in Genesys Cloud, you must first add and configure the integration.

1. Click Admin.
2. Under Integrations, click Integrations.
3. Click Menu > IT and Integrations > Integrations.
4. Click Integration.
5. Search for or navigate to the Transcription Connector integration. 
6. In the Transcription Connector tile, click Install.
   Note: A message appears and informs you that the integration installed successfully. The Transcription Connector integration opens to the Details tab.
7. (Optional) In the Details tab, Genesys highly recommends that you enter a unique name for the integration that you want to configure. For example, “Transcription Connector – Third-party transcription provider name”.
8. Click the Configuration tab.
9. On the Properties tab, fill in the connection URI details.
10. (Optional) In the Advanced tab, add any custom parameters that you want to send in the Transcription Connector request. For example, you can specify a model ID (such as a Deepgram model ID) that you want to use, in JSON format. The integration sends these advanced parameters in the Open command through the customConfig parameter.
11. Add the credentials:
    1. Click the Credentials tab.
    2. Click Configure. The Configure Credentials dialog box opens.
    3. Enter the API key and client secret.
    4. Click OK.
12. Click Save.
13. To activate the Transcription Connector integration, in the Status column click Inactive. The Change Status dialog box opens.
14. Click Yes. The integration’s status changes to Active.

Validate the Transcription Connector integration

When you make and save changes under the Configuration tab, make sure that you validate your changes to make sure that you configured the integration correctly. To do so, complete the following steps:

1. Set the Status switch to Inactive and click Yes.
2. Set the Status switch to Active again and click Yes. If the configuration is correct and Genesys Cloud encounters no errors during the activation process, the integration status changes to Active.

When you activate a new integration or save an integration that is already active, the system runs a connectivity probe that validates the connection. If the connection fails, an error message indicating the cause of the error is shown. If the error occurs more than once, the system adds a prefix to the message indicating the number of times the error occurred. Similarly, if there are multiple unique errors, the system combines them using the logical operator AND.

For example, the error message WebSocket connection failed. (AND) 1399x Received a malformed server message. (AND) Close transaction timed out. gives you the following insights:

• WebSocket connection failed  – Indicates that the initial open handshake has failed.
• 1399x Received a malformed server message – Indicates that Genesys Cloud received a malformed message 1399 times.
• Close transaction timed out – Indicates that Genesys Cloud could not close the connection as defined in the AudioHook protocol.