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What is a live chat transcript?
A live chat transcript is created after a chat session. It’s a copy of the conversation between the agent and customer, providing a valuable record of every detail of the interaction. They enable supervisors to review specific chat sessions and search for key words they want to track in conversations.
What is chat transcript in Salesforce?
A chat transcript is a record of a chat between a customer and an agent. Salesforce automatically creates a transcript for each chat session.
Where do you enable chat for an agent?
Add Chat Agent to the Service Console Click the down arrow next to Service Console and click Edit. Click Navigation Items. Search for and select Chat Sessions in the Available Items list, then click the Add arrow, to move it to the Selected Items section. Click Save.
How do I download a chat transcript from Salesforce?
In Live Agent whenever a chat ends, the user has to close the Primary Chat tab and select ‘Save’ to actually save the Live Chat Transcript.
Are live chats saved?
Live chat is turned on by default and shows up to the right of your live stream’s video player. After your live stream ends, it’ll be archived and viewers can replay the video along with the live chat.
How to add live chat transcript to case?
The Case record must be the one that is created from the pre-chat form. I’m guessing I can do this in Apex, but how do I associate the data (live chat transcript, Case ID) with the Apex controller? You can automatically attach the transcript to a record i.e. a case by using the saveToTranscript method.
How to create case from live agent chat automatically?
It makes the chat agent very diffcult to use. Without creating a case you can’t track the number of chat sessions reps take. We also would like to have a Case created automatically when a Live Support ends, unless there is a Case added to the Transcript. There may be a case where someone uses Live Support to check on an existing case.
How to automatically associate chat transcript to account and account?
We’re using the service cloud console and live agent chat. We have chosen not to automatically create a new case for every inbound chat request (So Deployment API and pre-chat API are probably not in play here). We would like to automatically populate the account and case lookups on the chat transcript based on what the agent is doing/looking at.
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).