jimmy.kwan | 2023-12-12 07:07:31 UTC | #1
Greetings to everyone.
My customer uses GC Open Messaging to route customer to GC agent when chatbot no longer able to assist customer.
When chatbot transfer the transcript between chatbot and customer to GC, it will be a long text string. the transcript is unformatted in agent chat screen thus it is not effective for the agent to read it through to understand what has happened.
I wonder is it possible to create a GC conversation when the customer starts the chatbot session. each chatbot and customer response will be sent to GC thus the chat transcript will be formatted by GC nicely. if this is not possible, any other method or idea to have the customer chatbot session chat transcript to be formatted nicely so the agent read it easily?
Greg_Boston | 2023-12-12 16:32:28 UTC | #2
Hi @jimmy.kwan this is not a feature of Genesys Cloud today. You can vote on the idea here though Transcript import idea
system | 2024-01-11 16:33:04 UTC | #3
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