Chat transcripts

When a chat session is over, a chat transcript is generated. The transcript will include some chat details, metrics and the transcript for the original and translated messages that made up the conversation.

Inside the Transcript section, you will find two fields:

1. the Body, containing the messages in the customer's language;
2. the Unbabel Translated body, containing the messages in the agent's language.

Note that because of this, original and translated messages are mixed between the two.

In order to save chat transcripts, the chat status needs to be Completed. If other statuses are in place due to a bug, for example, the transcript will not be available.

Finding the Chat transcript in Classic

In the typical Classic setup, the Chat Transcript will make up the right panel of the Chat console. Head to the Live Agent environment, select Transcripts from the main drop-down menu, near the top left corner of the screen and click any of the available transcript numbers.

Finding the Chat transcript in Lighning

In Lightning, find the transcript you wish to consult by selecting Chat Transcripts from the console and clicking on transcript number. Once visible, head to the Details tab to find the transcript details, Body, Unbabel Translated Body and Metrics.