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Overview

The custom transcript provider feature allows you to use your own backend system or third-party service for simulation testing while maintaining full control over your conversation data.

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Setup

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In Cekura Dashboard

  1. Create or edit an agent in the Cekura dashboard
  2. Set the transcript provider to “Custom”
  3. Configure your custom provider credentials:
    • API endpoint (where Cekura will fetch calls)
    • API key value for authentication

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API Endpoint Requirements

Your API endpoint should:
  1. Accept GET requests
  2. Return a list of calls in the expected format (see below)
  3. Support authentication via the Authorization header

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Call Format

Your API should return a JSON array of call objects. Each call object should include: 
[
  {
    "id": "unique-call-id",
    "startedAt": "2023-04-28T08:50:23.608Z", // ISO 8601 format
    "endedAt": "2023-04-28T08:50:43.608Z",   // ISO 8601 format
    "customer": {
      "number": "+16505551234",  // Must match the number used in scenarios
      "name": "optional-name"
    },
    "messages": [
      {
        "role": "system",        // System message (optional)
        "content": "System instructions",
        "start_time": 0.0,       // Seconds from call start
        "end_time": 0.0
      },
      {
        "role": "bot",           // Agent/bot message
        "content": "Hello, how can I help you today?",
        "start_time": 1.5,       // Seconds from call start
        "end_time": 3.2
      },
      {
        "role": "user",          // User/customer message
        "content": "I have a question about my account.",
        "start_time": 4.1,
        "end_time": 6.8
      },
      // Function calls (optional)
      {
        "role": "function_call",
        "content": "Function description",
        "start_time": 7.0,
        "end_time": 7.1,
        "data": {
          "id": "function_name",
          "name": "function_name",
          "arguments": "arg1, arg2, arg3"
        }
      },
      // Function results (optional)
      {
        "role": "function_call_result",
        "start_time": 7.1,
        "end_time": 7.2,
        "data": {
          "id": "function_name",
          "name": "function_name",
          "result": "Function returned data"
        }
      }
    ]
  },
  // ... more call objects can be included in the array
]

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Important Considerations

For successful integration, ensure:
  1. The phone number in your API response matches the scenario’s inbound number
  2. Call timestamps are in ISO 8601 format
  3. Your server time is accurate and synchronized
  4. Message timing is relative to the start of the call (in seconds)

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Function Calls and Advanced Features

To include tool usage in your evaluations, add function calls and results:
  • Use role: "function_call" for tool invocations
  • Use role: "function_call_result" for tool responses
  • Include a data object with function details

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Testing Your Integration

To verify your custom transcript provider is working correctly:
  1. Set up your API endpoint and ensure it’s accessible
  2. Create an agent with the custom provider configured
  3. Create a scenario with an inbound phone number
  4. Run the scenario
  5. Check the results in the Cekura dashboard

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Troubleshooting

If your integration isn’t working as expected:
  1. No calls appear in results: Verify your API endpoint is returning data and check the response format
  2. Authentication issues: Confirm your API key and header configuration
  3. Missing calls: Ensure your API returns calls that match the scenario’s requirements

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Next Steps