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Virtual Assistant chat transcript
Answer ID 11061   |   Last Review Date 09/11/2019

Why are Virtual Assistant assisted chats appending a private chat transcript thread to the chat incident in addition to the customer facing Chat Transcript thread? 

Environment: 

Oracle B2C Service Virtual Assistant

Resolution:

When an incident is created from a chat, the chat transcript will always be added as a customer facing thread in the incident. With Virtual Assistant assisted chats, a private note containing the chat transcript will also be appended into the chat incident by design. However, this is not an exact duplicate of the customer facing chat transcript. It will contain some system messages to assist the agent and provide some insight into what occurred during the Virtual Assistant chat. 

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