# Transcripts, quality and reports

Read a conversation's transcript and everything that happened in it, its quality scores, and your support reports.


## One conversation

| Route | Gives |
|---|---|
| `GET /v1/conversations/{id}/transcript` | what was said, in order, by the customer, Texa AI and people |
| `GET /v1/conversations/{id}/export` | everything: the transcript, every action with its inputs and result, handovers, and the procedure followed. For audits and disputes |
| `GET /v1/conversations/{id}/quality` | the quality scores of a closed conversation |

```bash
curl https://api.texadesk.com/v1/conversations/cnv_8a7f0c.../export -H "Authorization: Bearer $TEXA_API_KEY"
```

Fields Texa AI marks as private (an account number, a balance) are masked in what you read here,
as they are in Texa Desk.

## Quality

Every closed conversation is scored: whether it was resolved, whether Texa AI followed the
procedure, whether its actions were right, and whether a handover was appropriate. A score arrives
as the `quality.scored` webhook. The same scores drive **Texa AI → Quality** in Texa Desk.

## Reports

```bash
curl "https://api.texadesk.com/v1/reports/support?since=2026-10-01&until=2026-10-19" \
  -H "Authorization: Bearer $TEXA_API_KEY"
```

| Report | Carries |
|---|---|
| `GET /v1/reports/support` | `conversations`, `handover_rate`, `contact_reasons` (what customers wrote about, grouped into themes with quotes), `procedures` (conversations per procedure), `handovers`, `actions` with their `failure_rate`, and `knowledge_gaps`: what customers asked that your knowledge doesn't answer |
| `GET /v1/reports/quality` | `conversations`, `resolved_rate`, `handover_rate`, `procedure_followed`, `actions_correct`, `handover_appropriate`, `first_reply_s`, `turns_to_resolution` |

Both take `since` and `until` (ISO dates) and give back the `period`. Conversations in your own
shadow mode (people answer, Texa AI drafts) are counted apart as `shadow_conversations`.

For Texa Desk's own reports (your team's response times, conversations by inbox, agent and team),
use the [Reports API](/api-reference/desk/reports/get-account-reports). For questions in plain
words ("what are customers complaining about this week?"), connect your AI tools through
[MCP](/guides/mcp).