- You can use the conversation history API. Refer to https://developer.kore.ai/docs/bots/api-guide/api-list/ > conversation history. You can use the get call for a particular user (you need to get the user id first) or you can use the post call for getting the conversation histories of all the users of a bot.
- Agent transfer is a custom integration. I do not have anything specifically for genesis but some of these links can help you. Transfer to Agent using Any platform - #2 by Raman , Transfer an IVR telephone call, Integration with Genesys Cloud