You can configure CCAI Platform to upload a chat transcript to your CRM or external storage after the chat has ended. You can also configure CCAI Platform so that your agents, your end-users, or both, can view chat history during a chat.
Upload chat transcripts to your CRM
To upload chat transcripts to your CRM, follow these steps:
In the CCAI Platform portal, click Settings > Chat. If you don't see the Settings menu, click Menu.
Go to the Chat Transcript pane.
Select one or both of the following checkboxes, depending on your use case:
Post the chat transcript as a comment in the record.
Add the chat transcript as an attachment to the record.
Click Save Chat Transcript.
View chat history
You can configure your instance so that your agents, your end-users, or both, can view chat history during a chat.
To view chat history, follow these steps:
In the CCAI Platform portal, click Settings > Chat. If you don't see the Settings menu, click Menu.
Go to the Chat Transcript pane.
Click the Display previous chat interactions toggle to the on position.
Select one of the following:
To agent and consumer: chat history appears in the agent adapter for agents. For end-users, chat history appears in the chat widgets for the web SDK and the mobile SDKs.
To agent only: chat history appears in the agent adapter for agents.
To consumer only: chat history appears in the chat widgets for the web SDK and the mobile SDKs for end-users.
Click Save Chat Transcript.
About transcripts
This section explains the format of a chat transcript and its location after it's uploaded.
Transcript format
A chat transcript contains a header and a body separated by a dashed line. The header contains the chat ID and a date stamp with the time zone. The body contains message segments separated by dashed lines. Each message segment contains a timestamp, an indicator saying who sent the message, and a message. Here are some characteristics of a chat transcript:
Message segments are in chronological order.
Consecutive messages sent by the same participant are grouped in the same message segment.
If a participant's full name is available, only the initial of the last name is displayed.
If a participant's name isn't available, Agent or End User is displayed instead.
If images or videos were included in the chat, then URLs to those files are included in the chat transcript. These URLs expire seven days after the chat ends.
Transcript upload locations in a CRM or external storage
After the chat is complete, transcripts are uploaded to the CRM or external storage as a TXT file. Transcripts can be found in the same location that the chat ID and other chat information is stored.
- Zendesk: Added in plain text and, optionally, attached as a file to a private comment in the ticket.
- Salesforce: Added in plain text and, optionally, attached as a file to a private comment in the ticket.
- Kustomer: Added as both a file attachment and as a comment.
- MS Dynamics: Added as an attachment under the timeline for the ticket.
- Custom CRM: Depends on configuration. For a completely custom CRM, the chat transcript is stored in external storage, if configured. For a custom CRM with a generic API, the chat transcript can be added as a file attachment if the Upload a file endpoint is configured, or posted as a comment if the Comment endpoint has been configured. For integrated CRMs, chat transcripts are sent to external storage using SFTP. For more information, see Set up external storage for CRMs.