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Add Chat Transcripts as Private Notes
Answer ID 10496   |   Last Review Date 10/19/2020

Can the chat transcript be added to the incident thread as a private note?

Environment:

Chat, Configuration Settings
Oracle B2C Service (OSvC)

Resolution:

If an incident is set to be created during a chat session, the chat transcript will be automatically appended to the incident thread when the chat is wrapped-up. The chat transcript is added as a response thread on the Messages tab, which is visible to the end user.

There is, however, the possibility to add the chat transcript in a private note instead, which will not be visible for end users when opening the incident. The configuration setting INC_PRIVATE_TRANSCRIPT_ONLY needs to be enabled in order for all chat transcripts to be added as private notes to their respective incident threads.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

Note: This option is not yet available for chats engaged using Browser User Interface (BUI).


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