Chat Transcript Block

Use to create (but not send) an e-mail message that is generated from your site’s Standard Response Library and which has the customer’s chat transcript attached. Use the Send Email block to send the message out.

Tip

This block is only used for creating a chat transcript. For an example interaction process diagram and workflow strategy that routes interactions to agent targets skilled in handling chats, see Customizing_the_Chat_Routing_Strategy.

Use Case

1. A routing workflow is configured in Composer and deployed to route interactions to agents with a chat Skill or an Agent Group specifically created to handle chat interactions.
2. The customer requests a chat, and the agent presses a button on his desktop to initiate a chat interaction into the Genesys system. The context of the interaction includes information provided by the agent desktop, including a customer ID and the subject of the chat.
3. The routing workflow uses information, such as the customer ID and the subject of the chat, to identify additional customer details, such as customer name, from the Universal Contact Server database.
4. A customer engages in a chat interaction with the agent.
5. At the end of the chat conversation, the agent asks the customer if he wants to receive a chat transcript.
6. If yes, the routing workflow creates (Chat Transcript block) and sends an e-mail message that includes the chat transcript. The e-mail message uses text from the eServices Standard Response library, which was retrieved based on the subject of the chat, and personalized to include the customer's first and last name.

Special Note on Cc, From, and Exclude Addresses Properties

The Literal and Variable types can have a value set to an actual e-mail address, e.g., joe@test.com, or refer to the name of a previously configured e-mail address from Configuration Server (e.g., if “Tech Support” is configured as a Configuration Server E-mail Accounts Business Attribute, then “Tech Support” can be the value for the Literal type and the platform will use that e-mail address).

Important

For the Create Email, Email Forward, Email Response, Send Email, Chat Transcript, and CreateSMS blocks, Orchestration Server does not copy User Data from any Interaction into an outgoing ESP request. Currently there is no attribute support to overwrite this behavior. If User Data must be included as part of the above blocks, use External Service blocks or SCXML State blocks to directly call the ESP methods (\\CFGEmailServer\\Email\\Forward and \\CFGEmailServer\\Email\\Send).

The Chat Transcript block has the following properties:

Name Property

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Block Notes Property

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Email Server Property

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Exceptions Property

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Associate New Interaction Property

This property, introduced in Composer 8.1.420.xx for the Chat Transcript, Create Email, Create SMS, Email Forward, and Email Response blocks, supports the Orchestration Server <ixn:createmessage> tag associate attribute. See Using eServices Blocks, section Associate New Interaction. This property requires Orchestration Server version 8.1.400.45+.

Do Not Thread Property

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Output Queue Property

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Starting with Release 8.1.410.14, you can use a queue defined in referenced Projects. For more information, see Adding an Interaction Queue.

CC Property

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Exclude Email Addresses Property

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Field Codes Property

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From Property

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Standard Response Property

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Subject Property

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To Property

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Use Subject From SRL Property

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Interaction ID Property

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Output Result Property

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Detach Property

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Detach Timeout Property

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Condition Property

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Logging Details Property

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Log Level Property

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Enable Status Property

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ORS Extensions Property

Starting with 8.1.4, Composer blocks used to build routing applications (with the exception of the Disconnect and EndParallel blocks) add a new ORS Extensions property.