Transcript does not include messages exchanged prior to live agent handoff

[Soumya Thareja]

Hi Experts,

During the live agent handoff, for live chat requests coming from a 3rd party system, we are passing the history of the user - bot communication to ServiceNow live agent. This way the agent gets a visibility of the chat that happened prior to connecting to ServiceNow.

The chat history displays properly on the Agent Chat window, however does not get captured as a part of the interaction transcript. Only the messages starting from user's utterance "Connect to Live Agent." get captured in the transcript. 

Is this expected? Can we capture the history of the chat that happened prior to connecting to ServiceNow captured in interaction transcript as well?

[Chris D]

The Interaction's Transcript include both the VA chat as well as the live agent handoff chat (if any) from the same Conversation/Interaction.

What it sounds like you're referring to is capturing past Conversations/Interactions in the current Interaction transcript which is not done ootb. Could you customize it to do that? Probably? But they're all distinct Interaction records so I'm not sure why you would assume that they're all related.

Are you using an Anything Else setuo topic? If your issue is with somebody using VA for help, not getting the help they need, then starting a new conversation to chat with a live agent and losing the context of the original conversation - again, because it's a distinct Interaction/Conversation record - then the Anything Else topic would be what you need. This topic is spawned at the end of every topic and what it does essentially is keep the current Conversation/Interaction open and allow the user to use another topic, including live agent chat, without starting a new conversation.

[Soumya Thareja]

Hello, thanks for the detailed explanation.
By past conversations I mean, the chat that happened over the 3rd party system just before it was transferred to ServiceNow live agent (using integration). Its the same conversation, nothing to do with any past sessions. The part that took place over the 3rd party system is what gets omitted, and there's just a "blank" in the transcript for that text. It reads:

User: [This is left blank as these are the older messages that got exchanged over the 3rd party chatbot]
User: Connect to Live Agent.
System: Please stand by while I connect you to a live agent..

And so on.

We are able to have it displayed on the ServiceNow live chat though. But the transcript field looks like the above post closure of the chat.

[Chris D]

Ah a 3rd party chatbot, gotcha. Sorry, I have no experience with those.

[msrakesh12]

Hi Soumya, did you find any solution? Facing same issue with third party chatbot