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Overview

The Google CCAI Connector automatically syncs your customer interaction data from Google CCAI Platform to cxconnect.ai, including agents, conversation metadata, and full transcript contents. Because CCAI Platform does not retain transcripts itself, transcript text is delivered through a Cloud Storage bucket that CCAI Platform exports to and cxconnect.ai reads from.

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What Data is Synced

The connector will sync the following information from your CCAI Platform instance:
  • Agents: Agents in your instance (name, email, agent number, teams, channels)
  • Teams: Team structure used to organize agents
  • Conversations: Session metadata (participants, menu path, rating, timestamps)
  • Transcripts: Full message-level conversation contents (end-user, agent, virtual agent, and system messages)

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Prerequisites

Before you begin, make sure you have:
  1. A live CCAI Platform instance with the Contact Center AI Platform API enabled
  2. Admin access to the CCAI Platform portal
  3. At least one active communication channel producing conversations
  4. A Google Cloud Storage bucket for transcript export (and permission to create a service account)

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Required Information

You’ll need to provide the following when setting up the connector:

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Setup Instructions

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Step 1: Create Manager API credentials

  1. Sign in to the CCAI Platform portal as an administrator
  2. Go to Settings > Developer Settings > API Credentials
  3. Click + Add API Credential, enter a name (for example, cxconnect.ai Sync), and click Create
  4. Copy the token immediately (it is shown only once)
  5. Note your subdomain and domain from the portal URL

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Step 2: Enable chat transcript export to Cloud Storage

  1. Create (or choose) a Cloud Storage bucket for transcripts
  2. Create a service account with the Storage Object Admin role on that bucket, and download its JSON key
  3. In the portal, go to Settings > Developer Settings > External Storage and toggle it On
  4. Under Server Setup, select Google Cloud > Service Account (Bucket Owner), enter the Bucket Name, and upload the JSON key (optionally set a folder path)
  5. Enable the Chat transcripts object type (optionally also Session metadata and Session summaries)
  6. Click Save

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Step 3: Grant cxconnect.ai read access to the bucket

Choose one:
  • Recommended: Grant the cxconnect.ai ingestion service account the roles/storage.objectViewer role on the bucket, or
  • Share the export service account JSON key from Step 2 with cxconnect.ai

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Step 4: Connect in cxconnect.ai Admin Portal

  1. Log in to the cxconnect.ai Admin Portal
  2. Go to Sync Connectors > Add Connector
  3. Select CCAI Platform
  4. Enter the information you saved above:
    • Subdomain, Domain, and API Token (from Step 1)
    • Bucket Name and optional Folder Prefix (from Step 2)
  5. Click Test Connection to make sure everything is set up correctly
  6. Click Save & Activate to start syncing

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Step 5: Monitor Your Sync

Once activated, the connector will automatically sync your data:
  • Agents, teams, and conversation metadata sync on a recurring schedule
  • Transcript files are ingested as CCAI Platform writes them to the bucket at the end of each conversation
  • Monitor progress and sync logs in the Admin Portal dashboard

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Troubleshooting

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Connection Issues

Problem: Unable to connect or authenticate What to check:
  • Confirm the subdomain is used as the username and the API token as the password
  • Verify the domain matches your instance URL exactly
  • Make sure the API credential is still active in Developer Settings > API Credentials

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Missing Transcripts

Problem: Conversations appear but transcript contents are missing What to check:
  • Transcripts are only exported for conversations that occur after External Storage was enabled — there is no historical backfill of transcript text
  • Confirm the Transcripts object type is enabled in External Storage
  • Verify cxconnect.ai has read access to the bucket (and the correct folder prefix)

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Sync Taking Too Long

Problem: Initial sync is taking longer than expected What to check:
  • Large agent/conversation volumes may take time on the first sync
  • The Manager API is limited to 10 requests/second per customer, which paces backfill
  • Contact support if sync has been running for over 24 hours

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Need Help?

If you’re still experiencing issues: