Triggers the AWS Lambda function when conversation ends or based on a custom condition

Acts as the orchestrator, making required API calls

Fetches first-step conversation details (metadata, timestamps, participants)

Retrieves Conversation ID and Session ID from the response

Uses IDs to request the Transcript URL

Retrieves all conversation transcripts (multi-participant data)

Merges & formats transcripts into a single readable string

Stores in Genesys for logging or analytics

From Genesys, triggers a Salesforce API/Webhook

Stores data in Salesforce for CRM workflows

Retains conversation data for 1,095 days, then deletes or archives per policy.