Google Cloud Contact Center as a Serviceoffers built-in integration with Conversational Insights to provide the ability to automatically ingest call conversation audio files as well as chat transcripts stored in Cloud Storage.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-09-04 UTC."],[[["\u003cp\u003eConversation data can be integrated into Conversational Insights through Google Cloud Contact Center as a Service or directly from your telephony provider.\u003c/p\u003e\n"],["\u003cp\u003eDirect integration from a telephony provider utilizes SIPREC, Dialogflow, Agent Assist, and the Google telephony platform.\u003c/p\u003e\n"],["\u003cp\u003eGoogle Cloud Contact Center as a Service (CCaaS) offers built-in integration for automatically ingesting call audio and chat transcripts.\u003c/p\u003e\n"],["\u003cp\u003eTo use dialogflow and agent assist, you need to enable dialogflow runtime integration first.\u003c/p\u003e\n"]]],[],null,["# Integrate conversation data\n\nYou can integrate conversation data into Conversational Insights in two ways:\n\n- Using the Google Cloud Contact Center as a Service.\n- Directly from your telephony provider using SIPREC, Dialogflow, and Agent Assist.\n\nYou can also import conversations using the [Conversational Insights API](/contact-center/insights/docs/ingest-conversations-api).\n\nPrerequisite\n------------\n\nTo integrate conversation data into Conversational Insights from Dialogflow and Agent Assist you must [enable Dialogflow runtime integration](/contact-center/insights/docs/enable-dialogflow-runtime-integration).\n\nGoogle Cloud CCaaS\n------------------\n\n[Google Cloud Contact Center as a Service](/contact-center/ccai-platform/docs) offers built-in integration with Conversational Insights to provide the ability to automatically ingest call conversation audio files as well as chat transcripts stored in Cloud Storage.\n\nTo configure Google Cloud CCaaS to use Conversational Insights, see [Conversational Insights integration](/contact-center/ccai-platform/docs/ccai-insights).\n\nTelephony provider\n------------------\n\nIntegrating conversation data directly from your telephony provider into Conversational Insights involves using:\n\n- [SIPREC](/agent-assist/docs/siprec)\n- Google telephony platform\n- [Dialogflow](/dialogflow/cx/docs/concept/integration)\n- [Agent Assist](/agent-assist/docs/conversation-data-format)\n- Conversational Insights"]]
