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Chat transcripts

Chat transcripts are conversation logs between a bot or a customer service representative (CSR) and a customer, which the system automatically creates for every conversation over a Legacy Web Chatbot or Web Messaging bot.

The following table shows chat transcript events that occur during CSR-customer interactions:

Chat transcript events

Event Description
Transcript download for Legacy Webchat and Digital Messaging channels The customer and the agent can download the conversation's transcript on Legacy Webchat and across all digital messaging channels, such as Facebook Messenger, WhatsApp, Apple Business Chat, and SMS.
Transcript provision in escalation notifications The customer is informed that the transcript of the conversation with the bot is provided to the agent using the following message:

You are number <number> in the queue, and a transcript of this conversation will be provided to the agent. Your expected wait time is <time>.

This message will be added to the chat transcript.
Knowledge articles viewed If the customer opens a Knowledge article, the CSR handling the escalated chat interaction from that customer can see the following message in the transcript: "Customer viewed <article name> <article URL>." The entry in the transcript for the customer viewing an article has a timestamp from when the customer opened it.
Time stamp for Customer-bot conversations The system displays the timestamps of messages and responses from the customer to the chatbot in the transcript and in the opposite direction.
Failed transfer notification with time stamps When a CSR attempts to transfer an interaction to a different agent or queue, and the transfer fails, the notification is sent to the customer and the CSR, and is also displayed in the chat transcript with a timestamp.
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