Navigating the Live Chat Transcripts

  • Click Live Chat.

  • Click Transcripts.

  • Note access to Live Chat Transcripts requires special permissions.

  • Live chat conversations are organized much like bot conversation transcripts.

    • The opening line, start time, last interaction, and the # of interactions 

are listed as sortable fields.

  • To the right of “Interactions,” you are given the option to mark a conversation as “Read” or “Unread”. Read will show a checkmark within the circle.

  • The search field will search names and content.

  • Adjust Start and End dates to refine the search.

  • Click the Filter icon to the right of the End Date field at the top to further refine by Read/Unread Conversations.