Why do I see "message removed" for all chat conversations between agent and end-user in the chat transcript?

Environment:

Chat workspace, Chat events table, Chat transcript

Resolution:

The issue is related to OFF_THE_RECORD_TRANSCRIPT configuration settings in your site. The configuration settings OFF_THE_RECORD_TRANSCRIPT specifies that no messages exchanged in the chat session will be recorded in the database. Default value is disabled (NO).

If you configure OFF_THE_RECORD_TRANSCRIPT value to YES, all the conversations between agent and end-user will be not be stored in the database once the chat is terminated by agent. All the chat conversations between agent and end-user will be replaced with "Message Removed".

If you see the "Message Removed" text in only some of the messages, then this is likely related to the Off the Record feature. Please refer to Answer ID 4019: Off the Record button in ChatAnswer ID 4019: Off the Record button in Chat for additional details.