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Support Article

Chat transcript does not dispay in the CSR interaction portal



Chat transcript does not display in the CSR interaction portal.  However, it displays in the Manager portal when monitoring the session.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Log in to the user portal
  2. Engage in a Chat

Root Cause

An issue in the custom application code or rules. A part of the configuration was missing from the 'on-prem' deployment of the Pega Chat engine. Identification of every Chat as Customer, Representative, or Manager does not occur without the parameter.


Perform the following local-change:

Modify the CHANNELSERVICES-EMBED-LOGENTRY-CHAT SETLOGENTRYPAGE data transform so that if the DisplayRole parameter is missing, it sets the pyMessageSource to the .pyOriginator value of the property.

However, this may not be successful for 100% of the chat instances, although, enables the transcript in most cases until the Chat Engine configuration is completed.


Published July 23, 2018 - Updated December 2, 2021

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