Automatically add transcript from Agent Chat to INC or Request

[mpmacconnell]

Not sure if that has been asked before but could not find anything on this.

We are just playing with setting up Live Agent Chat. I see the option to create an INC or Request right from the chat. It does put the IMS number in the work notes. But my question is, is it possible to automatically add the chat history to the INC or request?

[Mark Roethof]

Hi there,

Out-of-the-box this in the transcript field of the interaction created (field is only not on the form layout). Is it similar to that, that you want to have the same on Incident for example?

[mpmacconnell]

Yes, that is similar to what we want. We are just implementing this and I know questions will come up from our Field Support group if that is possible to add to the Work Notes on the Incident so they don't have to look somewhere else.

I have this setup for tickets that were automatically created from the Virtual Agent. It will automatically add the transcript to the work notes upon creating the Incident ticket, just can't figure out how to do that from the Agent chat. Unless maybe I need to create a topic flow that does this after the agent chat is over if that is even possible?