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Transcript does not include messages exchanged prior to live agent handoff

Soumya Thareja
Tera Contributor

‎04-19-2022 11:44 PM

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?

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Paritosh Fulsu1
Tera Contributor
In response to Soumya Thareja

‎04-03-2024 10:18 PM

Hi, were you able to solve this problem we are facing similar issues and looking for options to include the 3rd party responses into the transcript.

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