How to allow the user to download the Virtual Agent Transcript?

[oelrafik]

Hello! 

We are currently working on customizing some aspects of the Virtual Agent. One of those aspects is to allow the user to download a transcript of the virtual agent conversation prior to ending the conversation. 

I am aware that the user can choose to download the transcript of a Live Agent Conversation, is there something similar just for the Virtual Agent conversation? I am aware of vaSystem.getTranscript, but i don't know how to use it in the context that I am specifying. 

Any advice would be greatly appreciated! 

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The solution provided by Tim worked perfectly. Thank you very much for the effort and guidance. For future reference and additional things that need to be created prior to running the topic in VAgent can be found in the reply to Tim's post. 

[Tim Deniston · Accepted solution]

You could easily build out the Closing Topic to include an option to have the transcript emailed to the user. In addition to the VA topic, you would need to register an event and create an email notification.

Static Choice User Input:

Email Transcript Script Action:

The transcript is passed in the event (as is the user) and then the event would be processed by an email notification.

[oelrafik]

Hello Tim!

Thank you sincerely for the phenomenal guide. Works like a charm. 

For anyone who is reading this in the future, additional things to consider like Tim said in the beginning is to create both an Event and a new Email Notification linking that event. 

To create an Event:

Navigate to: System Policy --> Events --> Registry --> New. Fill in the fields as applicable, I chose the same name as Tim suggested, which is "sn_hr_va.va.email_transcript". 

Once the event is created we can link it to an Email Notification. 

To Create an Email Notification:

Navigate to: System Notification --> Email --> Notifications --> New. Fill the initial data as it applies to you and choose whichever table fits your requirement.

The important thing is "When to Send", set it as Event is Fired. When the event is fired by the Topic in the VAgent it also retrieves the Transcript via vaSystem.getTranscript(). This will be in Param1, you can double check by viewing the Event in the Event Flow under Flow Designer. You can then insert the transcript in the body of the email by using "${event.parm1}" in the body. 

To make sure that the e-mail is as expected, click Preview Notification on the top right. Change from Generated Event to Existing Event (You have to proc/preview the topic in VA atleast once so the event is in the queue). You will then be able to see that the transcript is there. 

To ensure that the email has been sent you can check Email Logs under System Logs --> Emails.

Hope this helps anyone in the future! Thank you again Tim for the guidance. 

P.S. Further Documentation:

Register an Event

Create Email Notification

[Ryax]

Hi both,

Firstly thanks for such a thorough guide, I was able to get the functionality up an running but am having an issue when it comes to the notification. At current the event fires however the e-mail is not sent to the user that completed the VA chat. I thought by having "Send to event creator" checked in the 'Who will receive' tab of the notification would be enough, however this doesn't seem to work. 

I have tried manually putting my e-mail address in the 'who will receive' tab and it worked fine, so I know the event/notifications are working. Can either of you help advise on how you are getting the notification to send to the user that has asked to receive a copy of the transcript via VA? I could store it in Parm2 but ideally I want to use this for getting the user's first name so I can address the notification "Hi ${event.parm2}," so it's personalized to the user.

Regards

Richard

[oelrafik]

Hey there! 

Glad that this post helped you out! So I, like you, wanted to personalize our email notification as well! What I ended up doing is have the Event Param 2 holding the recipient, but having the notification itself utilize the User table (sys_user). This allows me to fetch the user, who is the recipient, and their subsequent information. I'll share some screenshots to clarify: 

Please note in the Message HTML that we changed the transcript to be fetched in a separate mail script because we are populating this email with additional things as well. For purely just the transcript you can still keep it as it is (Event Param 1). Let me know if this helps!