Service Cloud Voice: Transcripts Not Displaying in the Enhanced Conversation Component

To troubleshoot missing transcripts in the Enhanced Conversation component of the Salesforce Voice Call object, follow these diagnostic steps in order:

1. Log in to your telephony provider's system and confirm that records of successful transcription exist for the affected call. If no transcription record exists at the provider level, the issue originates with the telephony provider's transcription service.
2. Verify that the transcript has been delivered to and registered in Salesforce by calling the Connect REST API. Send a GET request to the following endpoint: /connect/conversation/{conversationIdentifier}/entries Replace {conversationIdentifier} with the unique identifier for the conversation associated with the Voice Call record. A successful response containing transcript entries confirms that the transcript data reached Salesforce. If the response returns no entries, the issue lies with the telephony provider's delivery pipeline to Salesforce, not with the Enhanced Conversation component itself. For more details on the REST API, refer to the Salesforce Voice Developer Guide.

If you can successfully retrieve the transcript from both the telephony provider and the Salesforce Connect REST API, but the transcript still does not appear in the Enhanced Conversation component on the Voice Call record, please contact Salesforce Support.