Automatically send transcript live chat conversation

This question concerns live chat conversations.

At the beginning of the conversation we would like to ask the customer if he/she would like to receive a full transcript of the conversation.
We are struggling to set this up due to the fact that we would like to ask approval to send the transcript before handing over to an agent.
Archiving the conversation (or similar action) should activate the trigger to send the transcript.

Does anyone has an example or advice?

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1 comment

Paul Krizsan | think moto
February 03, 2022 15:27
Hej Niek,

we have solved this issue via two ways in previous projects:
1. Log the messages in the frontend and assemble via frontend JS to assign prefixes to the messages for bot, user and human interactions. This way we implemented a script that automatically generates a .txt file to download for the user.
2. Use the analytics API to fetch the chat history via HTTP request node and this call:
  https://odata-trial.cognigy.ai/v2.0/ChatHistory?$filter=sessionId eq '{{input.sessionId}}'&apikey=XXX
With option 2 you can easily use a send email node to send it directly to the user before initiating the handover.

Hope I could help!
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