Transcript not appearing in a case when raised on the back of Live Chat

[Matt Lodge]

We have an example where a colleague has had a Virtual Agent interaction and then gone through to a Live Chat with a support agent.

The that Agent has raised a case for that colleague from within the live chat, the transcript of the VA and live chat interaction has not copied through to the Worknotes of the case. An attachment was also added to the Live Chat conversation and this hasn't been added to the case either.

Does anyone know where I need to look to resolve this?

Thanks

[Badal Khojare]

Hi @Matt Lodge , 

Since this is 2 weeks old, were you able to find the solution for this? I guess if the chat copies from conversation then it is the topic that drives it but here if agent has created Incident from workspace, 'Create Incident' UI Action was used. Unlike from topic where it uses Topic block. So if everything is working as expected from topics, Workspace UI Action is something to be looked into.