Show Transcripts During Phone Call

If your CTI supplier provides the live transcription of a phone call in the form of text stream, you can render those transcript messages in the fusion engagement panel.

With this API, you can render the transcript messages for both the agent and the customer. For the transcript messages to be rendered in the engagement panel, you need to enable the transcript feature by setting the transcriptEnabled flag to true using the onToolbarAgentCommand subscription. Once this feature is enabled, you can render customer's messages or agent's messages.