Chat transcripts - The Unbabel transcript

The Unbabel Zendesk Chat Transcript is a beta feature that allows customers to see the chat transcript with both original text and translation after the conversation is closed.

This feature appends the full chat transcript as an internal note to the support ticket once the chat conversation is closed, including both original text and translation, allowing agents to read through chat transcripts in their native language. This requires that the option to create tickets from chat is enabled.

The Unbabel chat transcripts differs from the one generated by Zendesk and will look something like this (Zendesk transcript at the top, Unbabel at the bottom):

The chat transcript has a limit of 50 messages it can display. If the conversation exceeds the limit, only the last 50 messages will be included.

The feature is off by default. Should you be interested, reach out to us in order to implement it.

Posting the Unbabel Transcript

In order for the transcript to be posted, we need to have our widget recognize the chat status as "Ended". Frequently, agents can close the window if a customer becomes unresponsive or the status does not update, closing the Unbabel widget as a consequence. This can prevent the transcript from being posted. It is therefore recommended that the window/tab is kept long enough that the widget recognizes the status change.