Managing messaging transcript visibility

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  • Rudolph Beaton

    @... - Is there any way for agents to CC a user during a chat but only have the transcript sent to the requester?

  • Bobby Koch

    this feature barely works

  • Bobby Koch

    honestly, i dont think it works at all

  • Dane
    Zendesk Engineering
    Hi Bobby, 
    I have tested it on my end and it worked without any issues.

    Once you have followed the steps above and the same unexpected behavior persisted, please contact our support directly and we'll investigate further.
  • Hi All

    If I want to keep the transcript as private (initially) but still be able to send a transcript to a customer if they request it, how can I do that? We have enabled Transcript Visibility = private in the Chat Account settings.

    In testing I think the only/best way is to copy and paste from the private comment of the transcript. But that means the agent will need to go into the events view and copy/paste from there.

    Is there a better way? There's no 'Send last transcript' button somewhere is there?

    Many thanks as always
    Chad :)

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Chad,
    All messaging conversations are appended on the ticket and won't be available on the chat history anymore. As per our article Messaging Limitations
    • Conversation transcripts: Because messaging conversations are persistent, downloadable conversation transcripts are unavailable. Customers and agents can view past conversations within the Web Widget and Agent Workspace, respectively.
    Printing the ticket can be a workable solution here, especially if you want to keep records of the conversation. However, you will still need to copy and paste the conversation manually to send the transcript to your end users.
    This is available on the top right of the ticket itself

    I hope this helps. Thank you!
  • Max

    Hi there,

    There is something I don't understand in here.

    A conversation comes to our Support instance through web widget (messaging). No agent answer, and exactly 10min after last message from the bot, I have this system event changing visibility of the ticket to public, firing trigger "notify requester of new comments" (because this trigger has a condition with public comments only. So requester just receive an email telling him that "Company as answered, with the whole retranscription of the messages, but no actual answer.

    Can someone help about this system 10min visibility thing ? I was thinking that it was the messaging 10min message turning the conversation as inactive but that option is not enabled.

    Thank you in advance :)

  • Joyce
    Zendesk Customer Care
    Hello Max,
    Messaging conversations are added to the ticket in transcript blocks, typically after 10 minutes of inactivity. When this happens, the transcript visibility will change from private to public and your trigger that is using ticket comment placeholders will return the whole transcript block and sends it to your customer via email. 

    As this is a system default setting, there's no option to turn this off. However, we have introduced a new option in the update via condition in triggers and automation, Chat transcript, which you can use on your existing triggers to exclude any updates made via chat transcript. Visit this article to learn more about Using the via condition in triggers and automations with Chat/Messaging transcripts
    Hope this helps!
  • Sarah dela Rosa


    We have several instances of breaches where a wrong email has been used when transcript is requested. Since there is no way to disable this function in Chat Dashboard (as confirmed by your support), I tried setting the Transcript visibility to Private. I was under the impression that it will just be shown as Internal Notes and no email will be sent to the end user. It was still sent however to the end user's email. Can you recommend a workaround on this? We are not yet in Agent Workspace, i know that this will be a limitation once we migrate. 




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