Live Chat log to be reserved after chat has ended

[Lee Allen]

Currently: Once the live chat has been ended by either the customer or the analyst the live chat log clears on the customers side - see screenshot for this.

Change request:
Please can the chat window not be cleared for the customer once the chat has ended - although the customer gets a record of the live chat log within the ticket we raise. Customers are always coming back into live chat to ask for the information again, such as links that the analyst has posted or if they have not copied information such as contact numbers or website links etc.

 

[Steve Giller]

I've tagged this as an Enhancement for you.

Please note that this only means that the Developers will see the request, it does not guarantee that it will be accepted.

[Paul Chambers]

+ 1

[BobbyB]

Yes I'd like to add a +1 to this.  We are thinking about using Live Chat but without the ability for the customer to save the chat, it gives us a clear show stopper in pursuing Live Chat.

Can someone please give me any updates on this, thank you.

 

Bobby

@Alisha

@Ricky

[will.good]

On 09/01/2024 at 13:41, Lee Allen said:

although the customer gets a record of the live chat log within the ticket we raise.

+1

Also a note on the above - even if raising a request from the live chat session, the customer does not see the transcript in the ticket, only service desk analysts see this from their side