Role required to see Transcripts within the Virtual Agent Dashboard Conversations section?

[JeremyHoffman]

Hello!

We recently launch HR SD Virtual Agent and just started using the Virtual Agent Dashboard now that data is being populated. We noticed that the Transcript section of the Conversation record has this message: "No messages to show for this conversation".

The transcript exists within the Interaction record. 

In doing some additional testing, I can see the transcript for my interaction with VA.

I am wondering what role is required to see the transcripts for all conversations?

Regards,

- Jeremy

[johndoh]

If I remember correctly, it is interaction_agent since this field is on the interaction table.

[Kiran Raddy]

Hi @JeremyHoffman,

Add the "interaction_admin" role to a user to view the transcript.

Hope this helps. Please mark the answer as correct/helpful based on impact.

[johndoh]

I see you changed your answer from va_admin to interaction_admin. If you look at the ACLs you would see the item below. Not counting the admin subrole will give more access than I think they would like to grant, or I know I would.

[Mangaraju Velpu · Accepted solution]

Hi @JeremyHoffman ,In the virtual agent dashboard, the admin role is required to view the conversation transcript. For the rest of the dashboard, either the chat_analytics_viewer or chat_analytics_admin roles are necessary.