Voice Interaction Resource API

  • Release version: Yokohama
  • Updated January 30, 2025
  • 17 minutes to read

    • The Voice Interaction API provides endpoints to transcribe and store voice interactions between agents and callers during a telephone conversation. It works in conjunction with Virtual Agent and Live Agent chats.

    You can use this API to persist transcribed messages from an on-going phone call in real-time or to transcribe and store an existing voice conversation recording for historical purposes. Transcribed messages appear in Agent Workspace, allowing agents to leverage features such as agent assist and search, while talking to a caller. Transcribed messages are persisted in the Conversation Message [sys_cs_message] table.

    Transcribed messages in Agent Workspace

    Call flow

    The following call flow shows how to use the Voice Interaction API to create a voice interaction record, transcribe and store the messages within that voice conversation, and then close the voice conversation record. You can also use business rules and other scripts to perform this functionality, however, this type of implementation is not covered in this section.
    1. First, call the Voice Interaction Resource - POST /cs/voice-interactions endpoint to create a voice interaction record in the Interaction [interaction] table.
    2. Then call the Voice Interaction Resource - POST /cs/voice-interactions/{interactionId}/messages endpoint to store translated messages from the voice conversation into the Conversation Message table. If you are processing a real-time conversation, you should call this endpoint frequently, so that the messages appear in Agent Workspace in a timely manner. When processing a recording for historical purposes, you can pass all messages in a single endpoint call.
    3. Once you are finished persisting the voice messages, call the Voice Interaction Resource - PATCH /cs/voice-interactions/{interactionId}/state endpoint to terminate the capture and close the voice interaction record.

    Availability

    This API is available in the base ServiceNow system. Access is restricted by the ACLs imposed on the Interaction [interaction] and Conversation [sys_cs_conversation] tables.

    Voice Interaction Resource - PATCH /cs/voice-interactions/{interactionId}/state

    Terminates the specified voice interaction. Once called, no additional voice messages are translated and stored for the phone conversation.

    URL format

    Versioned URL: /api/now/{api_version}/cs/voice-interactions/{interactionId}/state

    Default URL: /api/now/v1/cs/voice-interactions/{interactionId}/state

    Note:
    Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

    Supported request parameters

    Table 1. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    interactionId Sys_id of the interaction record whose voice interaction to terminate. Passed back by the Voice Interaction Resource - POST /cs/voice-interactions endpoint.

    Data type: String

    Table: Interaction [interaction]
    Table 2. Query parameters
    Name Description
    None
    Table 3. Request body parameters (XML or JSON)
    Name Description
    recordingURL URL where the original voice recording is located.

    If configured to do so, this URL appears in Agent Workspace.

    Data type: String

    Default: None
    state Required. State of the voice interaction.

    Only supported value: closed_complete

    Data type: String

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 4. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Content-Type Data format of the request body. Supported types: application/json or application/xml.

    Default: application/json
    Table 5. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 6. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    400 Bad Request. Badly formed JSON or required parameters were not passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    result Status of the operation.
    Possible values:
    • Success
    • Failed

    If an error is encountered, a message that describes the error is also returned. If the error is on the ServiceNow instance, the instance logs the associated stack trace.

    cURL request

    The following example shows how to terminate a voice instance.

    curl "http://instance.servicenow.com/api/now/v1/ cs/voice-interactions/86837a386f0331003b3c498f5d3ee4ca/state" \ 
--request PATCH \
--header "Content-Type: application/json" \
--header "Accept:application/json" \
--user 'username':'password' \
-d {
  "state": "closed_complete",
  "recordingURL": "https: //zoom_instance/rec/QbF7XmPFHPlX1LG"
}’

    Response:

    {
  "result": "Success"
}

    Voice Interaction Resource - POST /cs/voice-interactions

    Creates a voice interaction record within the Interaction [interaction] table.

    You must create this record before trying to save any transcribed voice messages. You can also use this endpoint to assign a call to a specific agent by passing in their specific user ID.

    URL format

    Versioned URL: /api/now/{api_version}/cs/voice-interactions

    Default URL: /api/now/v1/cs/voice-interactions

    Note:
    Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

    Supported request parameters

    Table 7. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    Table 8. Query parameters
    Name Description
    None
    Table 9. Request body parameters (XML or JSON)
    Name Description
    agentId Unique identifier of the agent to assign the voice interaction to.

    Data type: String

    Default: Invoke Virtual Agent
    callerPhoneNumber Caller's callback phone number. This is the number the agent uses to reach the caller in case the call drops.

    Data type: String

    Format: E.164 standard compliant

    Default: None
    clientSessionId Unique identifier of a record in an external system used to track this phone call. This information links the records between the two systems.

    Data type: String

    Default: None
    inboundId Unique identifier of the application provider for the voice service.

    Data type: String

    Default: Pulled from chat
    userId Required. Phone number of the caller who made the call associated with the voice transaction.

    Data type: String

    Format: Defined by the software that created the voice conversation script. Typically E.164 standard compliant.

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 10. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Content-Type Data format of the request body. Supported types: application/json or application/xml.

    Default: application/json
    Table 11. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 12. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    400 Bad Request. Badly formed JSON or required parameters were not passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    interactionId Sys_id of the newly created voice interaction record.
    Use this sys_id when:

    Data type: String

    Table: Interaction [interaction]

    cURL request

    The following code example shows how to initiate a voice interaction and transfer the call to a specific agent.

    curl "http://instance.servicenow.com/api/now/v1/cs/voice-interactions" \ 
--request POST \ 
--header "Accept:application/json" \ 
--user 'username':'password' \ 
--header "Content-Type: application/json"\ 
-d '{ 
  "userId": "+14089178877",
  "agentId": "beth.anglin",
  "callerPhoneNumber": "+14089178878",
  "clientSessionId": "f8453abb-a33d-45b7-bf01-52b7a821e99z"
}'

    Response:

    {
  "result": {
    "interactionId": "4462cb4753751110b6e8ddeeff7b12ca"
  }
}

    Voice Interaction Resource - POST /cs/voice-interactions/{interactionId}/conversation

    Creates a conversation record within the Conversation [sys_cs_conversation] table for the specified interaction.

    URL format

    Versioned URL: /api/now/{api_version}/cs/voice-interactions/{interactionId}/conversation

    Default URL: /api/now/v1/cs/voice-interactions/{interactionId}/conversation

    Note:
    Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

    Supported request parameters

    Table 13. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    interactionId Sys_id of the interaction record for which to create the conversation record. This value is returned by the Voice Interaction Resource - POST /cs/voice-interactions endpoint and stored in the Interaction [interaction] table.

    Data type: String
    Table 14. Query parameters
    Name Description
    None
    Table 15. Request body parameters (XML or JSON)
    Name Description
    agentId Unique identifier of the agent to assign the voice interaction to.

    Data type: String

    Default: Invoke Virtual Agent
    callerPhoneNumber Caller's callback phone number. This is the number the agent uses to reach the caller in case the call drops.

    Data type: String

    Format: E.164 standard compliant

    Default: None
    clientSessionId Unique identifier of a record in an external system used to track this phone call. This information links the records between the two systems.

    Data type: String

    Default: None
    inboundId Unique identifier of the application provider for the voice service.

    Data type: String

    Default: Pull from the chat
    userId Required. Phone number of the caller who made the call associated with the voice transaction.

    Data type: String

    Format: Defined by the software that created the voice conversation script. Typically E.164 standard compliant.

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 16. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Content-Type Data format of the request body. Supported types: application/json or application/xml.

    Default: application/json
    Table 17. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 18. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    400 Bad Request. Badly formed JSON or required parameters were not passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    conversationId Sys_id of the newly created conversation record.

    Data type: String

    Table: Conversation [sys_cs_conversation]

    cURL request

    The following code example shows how to call this endpoint.

    curl "http://instance.servicenow.com/api/now/v1/cs/voice-interactions/7662cb4721751ea0b6e8dda1b27b131f/conversation" \  
--request POST \  
--header "Accept:application/json" \  
--user 'username':'password' \  
--header "Content-Type: application/json"\  
-d '{  
  "userId": "+14089178877", 
  "agentId": "admin@example.com", 
  "callerPhoneNumber": "+14089178878", 
  "clientSessionId": "f8453abb-a33d-45b7-bf01-52b7a821e99z" 
}'

    Response:

    { 
  "result": "a47e1afdb7471110b6e8bc15ae11a934" 
}

    Voice Interaction Resource - POST /cs/voice-interactions/{interactionId}/messages

    Adds the specified voice conversations messages to the specified voice transaction record. These messages are typically generated using third-party vendor software. Currently, only Amazon Connect is supported.

    You can call this endpoint multiple times during real-time transcribing of the call or pass all messages in a single call if you are transcribing the call for historical purposes. If you are processing a real-time conversation, you should call this endpoint frequently, so that the messages appear in Agent Workspace in a timely manner. Messages are ordered based on their start and end times in relation to the start of the call.

    URL format

    Versioned URL: /api/now/{api_version}/cs/voice-interactions/{interactionId}/messages

    Default URL: /api/now/v1/cs/voice-interactions/{interactionId}/messages

    Note:
    Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

    Supported request parameters

    Table 19. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    interactionId Sys_id of the interaction record to add the specified messages to. This value is returned by the Voice Interaction Resource - POST /cs/voice-interactions endpoint and stored in the Interaction [interaction] table.

    Data type: String
    Table 20. Query parameters
    Name Description
    None
    Table 21. Request body parameters (Amazon Connect)
    Name Description
    <json_string>
    List of messages to attach to the specified voice interaction.
    "<json_string>":[
  {
    "attributes": [Array],
    "beginOffsetMillis": Long,
    "content": "String"
    "endOffsetMillis": Long,
    "id": "String",
    "isEvent": Boolean,
    "isInternalMessage": Boolean,
    "loudnessScore": "Number",
    "participantId": "String",
    "sentiment": "String"
  }
]
    <json_string>.attributes
    Key-value pairs to associate to the voice interaction.

    These can be any type of data object, from simple objects to complex compound objects. They are used as unique identifiers when invoking Amazon Web Services APIs.

    Data type: Array of Objects

    Default: None
    <json_string>.beginOffsetMillis Required. Time offset between the start of the voice interaction and the start of the associated message. For example: "beginOffsetMillis": 2650.

    Data type: Long

    Unit: Milliseconds
    <json_string>.content Required. Text of the message to add to the voice interaction.

    Data type: String
    <json_string>.endOffsetMillis Required. Time offset between the start of the voice interaction and the end of the message. For example: "endOffsetMillis": 9380.

    Data type: Long

    Unit: Milliseconds
    <json_string>.id Message UUID of the source of this voice conversation, such as for AmazonConnect. Sets the source message ID column value.

    Data type: String

    Default: None
    <json_string>.isEvent
    Set by Amazon Connect but not currently used by the method. Flag that indicates whether the associated message is an event.
    Valid values:
    • true: Message is an event.
    • false: Message is not an event.

    Data type: Boolean

    Default: false
    <json_string>.isInternalMessage
    Flag that indicates whether this is an internal message and shouldn't be shown to the caller.

    Transcriptions are typically considered internal messages and only appear for the agent and not to the caller. In addition, Agent Whisper is used when a silent third-party is chatting with or is brought into a phone conversation without the caller knowing and offers advice to an agent. The caller doesn't hear or see these messages, but the agent does.

    Valid values:
    • true: Internal message, don't display to the caller.
    • false: Not an internal message, display to caller.

    Data type: Boolean

    Default: false
    <json_string>.loudnessScore
    Measurement as to how loudly a customer or agent is speaking during a call.

    Contact Lens displays an analysis of the conversation that shows where they may be talking loudly and have a negative sentiment.

    Data type: Number

    Range: -1.0 (negative) to 1.0 (positive)

    Default: Null
    <json_string>.participantId
    Required. Participant associated with the message.
    Valid values:
    • AGENT
    • CUSTOMER

    Data type: String
    <json_string>.sentiment
    Sentiment of the message.

    This value is generated by a third-party provider. Based on the ServiceNow instance configuration settings, this value is then translated to be either positive, negative, or neutral and is stored in the conversation and interaction record.

    Valid values:
    • NEGATIVE
    • NEUTRAL
    • POSITIVE

    Data type: String

    Default: Null

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 22. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Content-Type Data format of the request body. Supported types: application/json or application/xml.

    Default: application/json
    Table 23. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 24. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    400 Bad Request. Badly formed JSON or required parameters were not passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    result Message that describes the results of the call.

    Data type: String
    Conversation id Sys_id of the voice interaction message record that was created.

    Data type: String

    Table: Voice Transcript Conversation Message [sys_cs_message_voice_transcript]

    cURL request

    The following example shows how to add messages to an existing voice interaction record.

    curl "http://instance.servicenow.com/api/now/v1/cs/voice-interactions/86837a386f0331003b3c498f5d3ee4ca/messages" \ 
--request POST \
--header "Accept:application/json" \
--header "Content-Type: application/json"\ 
--user 'username':'password' \
-d ' [ 
  { 
    "isEvent": "false",  
    "isInternalMessage": "false",  
    "beginOffsetMillis": 10000,  
    "content": "This is John. How can I help you?",  
    "endOffsetMillis": 15000,  
    "id": "954c4edc-31a8-48b0-8f6e-7fa0c4ca00a8",  
    "participantId": "AGENT",  
    "sentiment": "NEUTRAL",  
    "loudnessScore": "null",  
    "attributes": [{  
      "key": "key1",  
      "value": "value1"  
      }, {  
      "key": "key2",  
      "value": "value2"  
    }] 
  },  
  {  
    "isEvent": "false",  
    "isInternalMessage": "false",  
    "beginOffsetMillis": 20000,  
    "content": "Uh, yes, John. Um, I'm a little very frustrated right now.",  
    "endOffsetMillis": 25000,  
    "id": "18bcf19c-4a9b-4af1-9bd7-7bfb5ba53b9f",  
    "participantId": "CUSTOMER",  
    "sentiment": "NEGATIVE"  
  },  
  {  
    "isEvent": "false",  
    "isInternalMessage": "false",  
    "beginOffsetMillis": 30000,  
    "content": "I am sorry to hear that",  
    "endOffsetMillis": 35000,  
    "id": "18bcf19c-4a9b-4af1-9bd7-7bfb5ba53b9f",  
    "participantId": "AGENT",  
    "sentiment": "NEGATIVE",  
 
  },  
  {  
    "isEvent":"false",
    "isInternalMessage":"false",
    "beginOffsetMillis":40000,
    "content":"Can you help me with my insurance? My ssn is 123-12-1234",
    "endOffsetMillis":45000,
    "id":"ab09b3b6-23fd-4e41-be05-6b2b53c19059",
    "participantId":"CUSTOMER",
    "sentiment":"NEUTRAL" 
  },  
  {  
    "isEvent":"False",
    "isInternalMessage":"False",
    "beginOffsetMillis":50000, 
    "content":"Of course, let me check your account",
    "endOffsetMillis":55000,
    "id":"18bcf19c-4a9b-4af1-9bd7-7bfb5ba53b9f",
    "participantId":"AGENT",
    "sentiment":"NEUTRAL" 
  }  
]'

    Response:

    { 
  "result": "Voice conversation transcript has been successfully saved. Conversation id: 8439d3c753b51110b6e8ddeeff7b12e2" 
}

    Voice Interaction Resource - POST /cs/voice-interactions/transcript

    Adds messages to an existing voice interaction after a call is completed. You can use this API to attach transcribed messages of a voice call between an agent and caller.

    URL format

    Versioned URL: /api/now/{api_version}/cs/voice-interactions/{interactionId}/transcript

    Default URL: /api/now/v1/cs/voice-interactions/{interactionId}/transcript

    Note:
    Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

    Supported request parameters

    Table 25. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    Table 26. Query parameters
    Name Description
    None
    Table 27. Request body parameters (XML or JSON)
    Name Description
    conversationStarted Start time of the conversation.

    Data type: String

    Format: YYYY-MM-DD HH:MM:SS

    Table: Interaction [interaction]
    interactionId Sys_id of the interaction record to add the specified messages to. This value is returned by the Voice Interaction Resource - POST /cs/voice-interactions endpoint.

    Data type: String

    Table: Interaction [interaction]
    source Name of the channel that originally created the conversation interaction transcript.

    Currently, the only supported value is Amazon Connect.

    Data type: String
    transcript List of messages to attach to the specified voice interaction.
    "transcript":[
  {
    "attributes": [Array],
    "beginOffsetMillis": Long,
    "content": "String"
    "endOffsetMillis": Long,
    "id": "String",
    "isEvent": Boolean,
    "isInternalMessage": Boolean,
    "loudnessScore": "String",
    "participantId": "String",
    "sentiment": "String"
  }
]

    Data type: Array of Objects
    transcript.attributes
    Key-value pairs to associate to the voice interaction.

    These can be any type of data object, from simple objects to complex compound objects. They are used as unique identifiers when invoking Amazon Web Services APIs.

    Data type: Array of Objects

    Default: None
    transcript.beginOffsetMillis Required. Time offset between the start of the voice interaction and the start of the associated message. For example: "beginOffsetMillis": 2650.

    Data type: Long

    Unit: Milliseconds
    transcript.content Required. Text of the message to add to the voice interaction.

    Data type: String
    transcript.endOffsetMillis Required. Time offset between the start of the voice interaction and the end of the message. For example: "endOffsetMillis": 9380.

    Data type: Long

    Unit: Milliseconds
    transcript.id Message UUID of the source of this voice conversation, such as for AmazonConnect. Sets the source message ID column value.

    Data type: String

    Default: None
    transcript.isEvent
    Set by Amazon Connect but not currently used by the method. Flag that indicates whether the associated message is an event.
    Valid values:
    • true: Message is an event.
    • false: Message is not an event.

    Data type: Boolean

    Default: false
    transcript.isInternalMessage
    Flag that indicates whether this is an internal message and shouldn't be shown to the caller.

    Transcriptions are typically considered internal messages and only appear for the agent and not to the caller. In addition, Agent Whisper is used when a silent third-party is chatting with or is brought into a phone conversation without the caller knowing and offers advice to an agent. The caller doesn't hear or see these messages, but the agent does.

    Valid values:
    • true: Internal message, don't display to the caller.
    • false: Not an internal message, display to caller.

    Data type: Boolean

    Default: false
    transcript.loudnessScore
    Measurement as to how loudly a customer or agent is speaking during a call.

    Contact Lens displays an analysis of the conversation that shows where they may be talking loudly and have a negative sentiment.

    Data type: Number

    Range: -1.0 (negative) to 1.0 (positive)

    Default: Null
    transcript.participantId
    Required. Participant associated with the message.
    Valid values:
    • AGENT
    • CUSTOMER

    Data type: String
    transcript.sentiment
    Sentiment of the message.

    This value is generated by a third-party provider. Based on the ServiceNow instance configuration settings, this value is then translated to be either positive, negative, or neutral and is stored in the conversation and interaction record.

    Valid values:
    • NEGATIVE
    • NEUTRAL
    • POSITIVE

    Data type: String

    Default: Null

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 28. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Content-Type Data format of the request body. Supported types: application/json or application/xml.

    Default: application/json
    Table 29. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 30. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    400 Bad Request. Badly formed JSON or required parameters were not passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    result Message that describes the results of the call.

    Data type: String
    Conversation id Sys_id of the voice conversation table where the messages were attached.

    Data type: String

    Table: Conversation [sys_cs_message_conversation]

    cURL request

    The following example shows how to add messages to an existing voice interaction record.

    curl "http://instance.servicenow.com/api/now/v1/cs/voice-interactions/transcript" \  
--request POST \ 
--header "Accept:application/json" \ 
--header "Content-Type: application/json"\  
--user 'username':'password' \ 
-d ' { 
  "interactionId": "e67a6c30c7233010967a34c91dc26068", 
  "source": "Amazon Connect", 
  "conversationStarted": "2021-08-06 15:07:51", 
  "transcript": [ 
    { 
      "isEvent": "False", 
      "isInternalMessage": "False", 
      "beginOffsetMillis": 100000, 
      "content": "This is John. How can I help you?", 
      "endOffsetMillis": 150000, 
      "id": "954c4edc-31a8-48b0-8f6e-7fa0c4ca00a8", 
      "participantId": "AGENT", 
      "sentiment": "NEUTRAL" 
    }, 
    { 
      "isEvent": "False",
      "isInternalMessage": "False", 
      "beginOffsetMillis": 200000, 
      "content": "Uh, yes, John. Um, I'm a little frustrated right now.", 
      "endOffsetMillis": 25000, 
      "id": "18bcf19c-4a9b-4af1-9bd7-7bfb5ba53b9f", 
      "participantId": "CUSTOMER", 
      "sentiment": "NEGATIVE" 
    } 
  ] 
} ' 

    Response:

    {  
  "result": "Voice conversation transcript has been successfully saved. Conversation id: 8439d3c753b51110b6e8ddeeff7b12e2"  
}