Chat transcript messages (notifications) being omitted when creating an incident
I have a issue with a chat transcript scenario as follows:-
Once the user attaches a file the transcript shows the relevant messages of "file upload started..." and "File <filename and size> has been successfully uploaded"
However, the incident thread does not show these notifications.
The chat transcript emailed to the end-user also does not contain the two attachment related statements.
This is a requirement as it is proof for the end-user that files were attached during the chat session.
We are on CP2 and I was not able to find any configuration that enabled it.
Any advise would be greatly appreciated