Hi Guys,
I'm working on Twilio salesforce integration to enable the voice call feature into my salesforce. For that I've installed Flex CTI package from AppExchange, and I've configured finally it reached my expectations. Now I totally blocked at getting the real time transcription into salesforce. Let's say I'm an agent and I have a customer, when I make a call from salesforce using the softphone option to my customer, at that moment it should fetch the real time transcription from twilio to salesforce while the conversation is going on in between agent and customer.
I'm not aware of this process, so if anyone might be aware of this process, could you please kindly help me to fix this issue.
I need to fix this problem ASAP.
Note: Since I'm already using this Twilio flex, I should not switch to any other connectors like Amazon connect, ringCentral or any others.
Waiting for your support with lots of hopes!
For real-time transcription you’ll need to hook into Twilio’s Media Streams API, since Flex by default doesn’t push live audio into Salesforce. You can stream the audio to something like Twilio + a speech-to-text service (Google, AWS, etc.), then send that text back into Salesforce via a webhook or custom REST endpoint. Check Twilio’s docs on Media Streams and set up a server-side app to feed the transcription into your desired Salesforce object.
