Hello experts,
I noticed that when an end user use the virtual agent and never speak to a live agent, the transcript will auto populate on the interaction when closed complete but if the end user speak to a live agent (assigned to is a service desk agent) the transcript field does not populate.
I am trying to find out what script copies the chat conversation to the the transcript but have not been able to locate. I want the transcript to populate after the the end of each chat conversation whether it is with an live agent or virtual agent. I don't understand why it appears to be only working for the virtual agent conversation.
Any guidance would be appreciated.
