1. Using Service Center in the Classic User Experience
  2. View Chat Wrap Up and Transcript

View Chat Wrap Up and Transcript

Use the Interaction History tab to view the wrap-up details and chat transcript.

You can open the Interaction History tab from an account, contact, and service request (SR) record. To view chat details, drill into the associated wrap-up record for the chat interaction. The Chat Wrap Up window displays the chat details.

The chat transcript is correctly associated with the corresponding SR only if one of the following conditions are met:

  • The SR account details match with the account details of the customer contact who initiates the chat.

  • The primary contact for the SR initiates the chat.

  • The agent who interacts with the customer on chat is the same agent who last updated the SR.

Note: To view the chat transcript, click Show Transcript in the Chat Wrap Up window. Now, suppose the chat wrap-up is disabled for a chat interaction, and you're working with an SR. In such cases, you can review the chat transcript using the SR transcript message.