Question
Is it possible to use a trigger or an automation to identify when the transcript is appended to a ticket?
Answer
Yes, use the Chat Transcript in the Update via condition for triggers and automations. This condition allows you to identify when a ticket is updated by a chat or messaging transcript being appended.
Ensure the conditions below are true when using the Update via condition:
- The transcript visibility has to be public. To update transcript visibility see the article: Managing messaging transcript visibility.
- The chat or messaging session has to have 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.
3 Comments
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!
Are we able to utilize this condition to specify a modified format for Messaging-transcript-email ticket updates?
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:Please sign in to leave a comment.