Question
Can I use a trigger or an automation to identify when the transcript is appended to a ticket?
Answer
Yes, add the Ticket > Update via | Is | Chat Transcript condition for triggers and automations. This condition allows you to identify when an update takes place that appends a transcript in a chat or messaging ticket.
Ensure the conditions below are true when using the Ticket > Update via condition:
- The transcript visibility is public. To update transcript visibility see the article: Managing messaging transcript visibility.
- The chat or messaging session has ended. For more information, see the article: When do chats time out?
Once the ticket is updated and the transcription is appended to it, this condition will be true.
Note: When you have messaging with omnichannel routing enabled, the process for setting up triggers is different from live chat routing. For more information, see the article: Routing messaging tickets and notifications.