Google CX Insights integration for Dimension Labs
This brings in Customer Experience Insights (CX Insights, formerly Contact Center AI Insights) conversations, segment by segment: call transcripts and chat transcripts, with their per-segment sentiment. One CX Insights conversation becomes one conversation in Dimension Labs. You run it on your side: a small script pulls from the Contact Center AI Insights API and posts each message to the universal API. For a large history in one go, you can also export to BigQuery instead.
- Platform
- Google Customer Experience Insights
- Type
- Contact center
- Connects by
- Universal API
- Setup
- 5 steps
- Guide checked
- 2026-10-26, against Google's Customer Experience Insights documentation
Every Google CX Insights message, in the same shape as everything else.
Each record lands in the Dimension Labs conversation format, so Dimensions, reports and the agent work the same way as for every other source.
transcriptSegments[].text text Skip empty segments.
obfuscatedUserId userId The obfuscated user ID your integration sent. If it is empty, the code uses the sessionId.
segmentParticipant.role, or channelTag incoming true when the role is END_USER. HUMAN_AGENT, AUTOMATED_AGENT and ANY_AGENT are your side. Calls without roles: true when channelTag equals callMetadata.customerChannel. A segment with neither is treated as your side, so set roles or channels when you ingest.
conversation id sessionId The last part of name.
conversation id conversationId Same value as sessionId.
messageTime, or startTime plus the first word's startOffset dimensionlabs_timestamp messageTime is set when your integration provided it. Otherwise the code adds the first word's offset (from the start of the conversation) to startTime. Segments closer than a second apart are spaced to 1,000 ms.
medium, languageCode, agentId, labels, segment role and sentiment.score platformJson agentId is the opaque id you gave the agent at ingest.
5 steps. Then it runs on its own.
A small job on your side reads Google CX Insights through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Open the full Google CX Insights guide ›- 01Get API access in Google Cloud
- 02Pull new conversations
- 03Map the fields
- 04Send it
- 05Run it
What you need
- Conversations already in CX Insights, with transcripts. Google now documents the product under Gemini Enterprise for Customer Experience; the API is still the Contact Center AI Insights API (contactcenterinsights.googleapis.com).
- A service account in the project that holds them, with a role that includes contactcenterinsights.conversations.list.
- A Dimension Labs API key for a new Universal API source.
[03] What you can ask
Questions teams answer with Google CX Insights data.
- What drives repeat calls and transfers?
- Which call reasons come before churn or cancellation?
- What separates the best agents from the rest?
Google CX Insights integration questions
Does Dimension Labs integrate with Google CX Insights?
Yes. A small job on your side reads Google CX Insights through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. The setup guide was checked against Google's Customer Experience Insights documentation on 2026-10-26.
What Google CX Insights data does Dimension Labs bring in?
This brings in Customer Experience Insights (CX Insights, formerly Contact Center AI Insights) conversations, segment by segment: call transcripts and chat transcripts, with their per-segment sentiment. One CX Insights conversation becomes one conversation in Dimension Labs. You run it on your side: a small script pulls from the Contact Center AI Insights API and posts each message to the universal API. For a large history in one go, you can also export to BigQuery instead.
What do I need to connect Google CX Insights?
Conversations already in CX Insights, with transcripts. Google now documents the product under Gemini Enterprise for Customer Experience; the API is still the Contact Center AI Insights API (contactcenterinsights.googleapis.com). A service account in the project that holds them, with a role that includes contactcenterinsights.conversations.list. A Dimension Labs API key for a new Universal API source.
How often does Google CX Insights data update?
Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Can I connect a platform that is not Google CX Insights?
Yes. Any platform with an API connects through the same universal API, and any tool with an export button works as a file upload. The integrations page lists the platforms with a written guide.
Stop reporting. Start understanding.
Start with one file. Ask why a number moved. Plans from $299 a month, no demo and no contract on monthly plans.