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.
3 comments
Jupete Manitas
Can you clarify more on what you mean by "Messaging-transcript-email ticket updates"? However, this business rule condition only applies to certain conditions:
For customers using chat in Agent Workspace, a session ends when:
- Visitor idle timeout
- Visitor ends chat
- Agent ends the chat
For customers using messaging in Agent Workspace, a session ends when:0
Daniel
Are we able to utilize this condition to specify a modified format for Messaging-transcript-email ticket updates?
0
Santiago Gandolfo
Could this time be configurable or at leas be reduced to something more useful for messaging? (something like 1 second would be ideal, 10 seconds would be nice and 1 minute would be acceptable).
Cheers!
1
Sign in to leave a comment.