Navigating the Live Chat Transcripts
Under the Live Chat section, select Transcripts.
Not all agents are able to view transcripts. For information on transcript permissions, review the User Roles & Permissions article.The Transcripts dashboard allows you to view all live chat conversations (based on your permissions). Transcripts are arranged chronologically, with the most recent conversations at the top of the list.
The opening line, start time, last interaction, and the # of interactions are listed as sortable fields.
To the right of the transcript, you are given the option to mark a conversation as “Read” or “Unread”. Read will show a checkmark within the circle. This will mark the transcript as read in your admin, not for all users.
Filtering
You can enter keywords into the Search bar, change the date range, or both to adjust results.
Select the Funnel icon to filter by Office, Agent, and Read Status
