Internal Transcript for chat not capturing after the interaction get closed
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07-07-2026 11:42 PM
Hello,
Internal Transcript for chat not capturing after the interaction get closed. In my PDI it is capturing, even the Business rule 'Append Internal Chat Transcript' is inactive. But in my organization instance it was not capturing and if I make that BR as active then it captures the transcript. What is the logic behind this?
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Tuesday
This may be related to a difference in business rule configuration or plugin versions between your PDI and organization instance.
If the internal chat transcript isn't being captured after the interaction closes, I'd start by checking the following:
Navigate to System Definition > Business Rules.
Search for Append Internal Chat Transcript and compare its Active status and conditions in both instances.
Check whether both instances have the same ServiceNow release and relevant Agent Chat / Conversational Interfaces plugin versions.
Open the affected record in the Interactions [interaction] table and check whether the transcript is populated after closure.
Review system logs for errors when the interaction moves to Closed Complete.
My recommendation: Compare the business rule and plugin configurations first. If the rule is inactive in your organization instance, verify why before activating it, especially if it's an out-of-box record.
Test any changes in a sub-production instance before applying them to production.
Reference: ServiceNow Community – Internal transcript for chat not capturing after the interaction
