Live Chat Transcripts
Updated
A Live Chat transcript is the complete record of a conversation between a customer and an agent or bot, capturing all exchanged messages, attachments, and contextual details. It serves as a reliable reference for reviewing interactions, supporting customers, and integrating with external systems such as CRMs or analytics platforms.
Methods to Share Chat Transcripts
Live Chat offers multiple delivery methods to share transcripts with customers, teams, or external systems. You can:
Enable Download Chat Transcript Action: Allow users to download transcripts directly from the Live Chat widget by adding a configurable action in the Conversation Screen.
Send Transcripts via Rules/Email: Forward transcripts to customers or additional email addresses using case update rules and customizable templates.
Send Transcripts to External CRMs via API: Integrate transcripts with external systems by configuring API nodes and passing the transcript through request parameters.
Enable Download Chat Transcript Action
You can enable users to download chat transcripts directly from the Live Chat widget by configuring the Download Chat Transcript action in the Conversation Screen tab.
To configure this, follow these steps:
1. Open the Live Chat builder and select the Live Chat app you want to edit.
2. Expand the Personalize Your Live Chat section.
3. Expand the Conversation Screen section.
4. Click +Action, then select Download Chat Transcript from the list.
5. Edit the label as needed.
6. (Optional) Enable a confirmation prompt to enhance user experience.
Users interacting with Live Chat can easily download their conversation transcripts directly from the widget.
Sending Transcripts via Rules
Sending Transcripts to Live Chat Users
You can effortlessly dispatch complete chat transcripts, along with attachments, to customers through the email addresses captured in their profiles via the contact details form. Here's how:
Create an RTFD Template in DAM. Fill the Content section with all the necessary details you want to share with the customer alongside the transcript.
Create an on-demand Case Update rule. In the Actions on chat conversation associated to the case section, opt for the Forward Live Chat Conversation as Email action and choose the template you created in DAM.
Tailor the sequence of transcript delivery according to your preference, whether its from the last message to the first or vice versa. Simply select the appropriate option in the Chat transcript order field when creating the rule.
Execute this rule by applying the macro on the users case directly from Care Console.
Note: To get this capability enabled, kindly contact our support team at tickets@sprinklr.com , providing the necessary partner details.
Sending Transcripts to Other Email IDs
You also have the option to dispatch chat transcripts to both users and other email addresses. Add the Enter email address to forward email action to the above rule and enter the additional email address where you want the transcript to be sent.
Sending Transcripts to External CRMs via API
Configure the API node into the Conversational AI Dialogue Tree. Add the external API and send the transcript using the request parameter UNIVERSAL_CASE.CONVERSATION_TRANSCRIPT.
Upon execution of the node, the transcript up to that point will be generated and sent through the API.
Enablement note: The default message limit is set to 500. For customizing the number of messages fetched for the transcript, please work with your Success Manager. |
Supported Fields in Chat Transcripts
Live Chat supports sending specific fields in chat transcripts. This provides additional context for agents and customers.
Field | Description |
Sender | The following sender details are present:
|
Case Number | Displays the case number in the transcript. To include this in the chat transcript, contact Sprinklr Support at tickets@sprinklr.com and provide the Live Chat App ID. |
Creation Time | Captures the timestamp when the message was created. |
Text | Displays the actual content of the chat message. |
Attachment | Represents attachments shared in the conversation, such as cards, files, or media. |
Case/Profile/Message Level Custom fields | Custom fields associated with a case, profile, or individual message to capture additional context in the transcript. To include custom fields in the chat transcript, contact Sprinklr Support at tickets@sprinklr.com and provide the Live Chat App ID along with the custom field IDs (available in the Sprinklr UI via Copy Field Name). |
The following screenshot illustrates how the configured fields appear in the chat transcript:
