Chat transcript messages (notifications) being omitted when creating an incident

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Hi

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