Modify the chat conversation before sending to Oracle service cloud after agent chat

Summary:

We have Agent chat Survey links from the previous conversations in the same session that are automatically added to incident threads in Oracle Service cloud which is compromising the CSAT results

Content (please ensure you mask any confidential information):

A customer contacts the Agent chat via a Service cloud webpage and ends the conversation with the Agent post which a survey URL will be sent as bot response. As expected, all the customer chat in this session till the chat was ended will be saved in Oracle Service cloud Incident Thread. This will not include the SurveyLink in the Incident thread as this was prompted after the chat has been ended.