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

JeremyHoffman · ‎06-09-2023

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

Mangaraju Velpu · ‎12-13-2023

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.

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JeremyHoffman · ‎12-13-2023

Hi @Mangaraju Velpu. Thank you for the follow up. We did assign the chat_analytics_viewer role to the respective users and that resolved the issue. Thank you!

Jeremy