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.
Pega Customer Service
Implementation Guide
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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