Transcription

In this tab, you will have access to the full transcription of the interaction so you can review it in detail.

• For Telephony, this feature will be available soon.
• For text channels, the conversation between the user and the client will be available.

Telephony Interactions

We are working on this page, it will be available in future versions.

v2.0.0

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Text Interactions

For text channel interactions, the transcription shows the messages exchanged between the agent and the client during the interaction.

What is included in each message?

Below is the information displayed for each message.

• Avatar: agent's avatar.
• Name: name of the agent or client.
• Date: date the message was sent or received.
• Message: the message sent or received.

WhatsApp reactions WhatsApp only

When a WhatsApp message has reactions, they appear below the message in the transcription. Reactions are read-only here; you cannot add, change, or remove them from this view.

For email interactions, you can see all the emails sent and received during the interaction, but in a different format.

What is included in each email?

Below is the information displayed for each email.

• Avatar: agent's avatar.
• Name: name of the agent or client.
• CC and BCC: will display if the email has CC or BCC.
• Message: message sent or received in the email.