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Send chat transcript to end-user. SharePoint chat launch

Accepted answer
edited Aug 10, 2015 7:19PM in Communication Channels 1 comment


Hi everyone,

We currently use chat only as a type of "help desk", and only internally between our customer service representatives and our more experienced agents.  Our chat is launched through our internal SharePoint (both 2010 and 2013) pages.

It seems that the business rule to send a transcript to the end-user is configured only for standard use - when using the Customer Portal to launch the chat - as far as I can tell?  I am currently using the following business rule:

 If Incident.Source equals "Live Chat"

Then Append Response Template to Response Field

"Append Chat Transcript" (short custom "Standard Text")

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