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  • 1.  How can we disable the "Chat Transcript" section in the Post-Chat Survey?

    Posted 7 hours ago

    Hello Everyone,

    Hope All are doing Good.

    We would like to prevent the chat transcript from being displayed as part of the Post-Chat Survey. Is there a configuration or setting in Genesys Cloud that allows the Chat Transcript section to be disabled or hidden from customers?



    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------


  • 2.  RE: How can we disable the "Chat Transcript" section in the Post-Chat Survey?

    Posted 4 hours ago

    Hi Shenbagamoorthy,

    Are you using the native Genesys Customer Survey, or are you invoking a Digital Bot Flow as the post-interaction survey?

    I found a previous discussion that highlights the difference between the native Customer Survey functionality and a custom post-interaction survey implemented using a Digital Bot Flow:

    https://community.genesys.com/discussion/bot-survey-reporting-options

    https://help.mypurecloud.com/articles/about-customer-surveys/

    I couldn't find a documented configuration specifically for hiding the conversation transcript/history from the customer, but knowing which survey approach you're using may help narrow down whether there is another option.

    Hope this helps!



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 3.  RE: How can we disable the "Chat Transcript" section in the Post-Chat Survey?

    Posted 3 hours ago

    Hello Phaneendra,

    Thank you for your response. I am using Custom Post Chat Survey in the Genesys Bot Flow. For Voice, Genesys provide Secure Pause API for Stop the Recording same like I want to stop recording transcript after call reached to Post Survey.



    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------

    Original Message


  • 4.  RE: How can we disable the "Chat Transcript" section in the Post-Chat Survey?

    Posted 2 hours ago

    Thanks for clarifying. I had another look specifically at this scenario.

    I couldn't find a documented digital equivalent of Secure Pause for Web Messaging, or an Architect action/API that would allow you to stop or pause transcript capture when the custom post-chat Digital Bot Flow starts while still allowing the same messaging conversation to continue.

    With Web Messaging, the Bot Flow continues as part of the digital conversation, so the survey messages and responses become part of that conversation transcript.

    One possible alternative would be to run the survey as a separate interaction/conversation, which would keep the survey transcript separate from the original agent conversation. However, that would be a different design and customer experience rather than simply pausing the transcript.

    Hopefully someone from Genesys or the Community can confirm whether there is another supported approach for excluding only the post-chat survey portion from the transcript.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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