Contents
How to automatically associate chat transcript to case and account?
We would like to automatically populate the account and case lookups on the chat transcript based on what the agent is doing/looking at. We already have APEX code that executes when agents view an account and when they create a new case, so we can add additional code that performs the association.
How are live chat scripts different from canned responses?
Live chat scripts are different from canned responses. Canned responses are used to answer the questions quickly, but not necessarily the lead to closing a sale. By using the right scripts and phrases, you not only resolve your customer’s queries but also deliver consistent customer experience.
Why are customer service chat transcripts so important?
Customer service chat transcripts help in the following ways: Faster response – With preset responses, for the commonly asked questions, hasten the resolution process with quick responses, and boost customer satisfaction.
How to download Microsoft customer service chat transcripts?
Customer’s can use these icons to download or email transcripts as required. (Obviously they may only have one icon if you only enable one approach!) Below you can see that at the end of a chat the customer will be prompted to use the download options.
How to create a case record in live chat?
Here is sample javascript that listens for a new chat session to start and creates a new Case record, populating the Case record with the Chat Key. The LiveChatTranscript record will have the ChatKey populated on it but the CaseId will be blank (in this scenario).
How do I get a transcript of a live chat?
Go to Archives and choose the chat you want to get transcript from. Click on the three dots in the top right to open the action menu. Select Send transcript from the menu. Enter your e-mail. Click on Send copy to finalize. You can forward your chat transcripts to a list of emails.
How can I forward my chat transcripts to my email?
You can forward your chat transcripts to a list of emails. To do that, follow these steps: Go to Settings > Chat settings > Transcript forwarding. Enter an email address (you can enter more than one, by separating them with a comma). Click on Save changes to finalize.