Hi!
We have in salesforce the configuration package from genesys.
For calls we have no problem with it, but for chats interactions (we are using chat widget v2) , when an agent finalized an interaction it creates a task with all field necessary filled, but when the chat interaction its closed from a client, then task created doesn't have the transcription of that interaction.
Can anyone help?
Regards!
Hi! Can anyone help with this topic?
We are stuck on this...
This really should go through the care organization. I'm also not entirely sure what you're describing; if you're saying that the agent closes their browser before the conversation completes, then there is no opportunity to write the chat transcript, because that happens at the end of the conversation. Also, chat transcripts are not created if there is no content (i.e. no one actually sends a message); this is expected.
If you're saying something else (like a chat transcript isn't created under specific conversation disconnect scenarios), then that needs to go through the care team to address.
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