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Laura Brock When a chat (Live Agent) ends, the chat transcript is being created on the wrong account? And in some cases, the chat transcript is unable to be found...? How can we find the chat transcripts and troubleshoot?
When a chat (Live Agent) ends, the chat transcript is being created on the wrong account? And in some cases, the chat transcript is unable to be found...? How can we find the chat transcripts and troubleshoot?
By design, Chat Transcripts are not immediately created after a chat has been ended by either the operator or chat visitor. This is to ensure that the operator has enough time to properly wrap-up the chat after it has been ended. Thus, a delay can be expected with regard to Transcript creation.
And also Profile(s) used by the customers have access to the Chat Transcript object? If not, grant access
Please refer below salesforce help document.
https://help.salesforce.com/HTViewSolution?id=000206574&language=en_US
For more information please refer below guide.
https://resources.docs.salesforce.com/sfdc/pdf/live_agent_dev_guide.pdf
Hope this helps you!
If this helps you mark it as solved.
Thanks and Regards
Sandhya
I'm trying to understand how I can find/see chat transcripts that might not have made it to the right account, and also, understand how the chat transcript gets associated with one account vs another.