Hi Kulkarni,

The scenario is as follows:

My agents receive incoming chats from within the Live Person agent console. They then proceed to create a SF case from within the LP agent console using the LP --> SF integration package. Once they have finished populating the case and save it, the case then displays a link in the "chat transcripts" object that when clicked, sources the chat transcript from the LP servers. As the chat transcripts are not stored on our SF org, we therefore cannot manipulate the transcripts in an automated way to for example populate the case description with a chat transcript as opposed to the agent having to describe what happened during the chat all over again.

There is however an option in Salesforce to manually "store" chat transcripts, but again as far as io have tested it i have not been able to use the sotred chats in any way appart from opening them from within SF for review.

My ideal scenario would bw the following:

- Agent picks up the chat from the LP agent console

- Agent creates a SF case from the LP agent console via the SF -> LP integration

- Agent saves the case

- A copy of the chat transcript is populated in the case "Description" field automatically under the comments that the agent entered.

Having spoken to a couple of SF & LP reps/devs they informed me this could only be done using an apex trigger.

Your help is very appriciated, and i appologies for my delayed answer, this was due to leave.

Thanks,

M