Chat Transcripts

Important

Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.

When a chat ends successfully by a customer or an agent, the chat transcript is created as soon as the agent closes the chat window and any related tabs. When you’re using Omni-Channel routing, the chat transcript is created when the chat’s requested by a visitor.

You can associate a transcript with cases, accounts, contacts, and leads, or you can link it to other objects.

If you have the correct permissions, you can create, view, edit, or delete chat transcripts, just like other record types in Salesforce. However, chat transcripts are meant to provide a paper trail for the chats between your agents and customers, so we don't recommend tampering with these records in most cases. With Live Agent routing, it can take up to 30 minutes to create the transcript if a chat is disconnected or experiences another error.

To be transparent with your customers, you can let them know what we do with chat transcripts in the auto-greeting shown when an agent accepts a customer’s chat request. Here are a few sample greetings:

Thanks for chatting. Agent {name} joined the conversation. Just so you know, we may record and track conversations to help improve your experience.

Before we get started, note that your conversations may be stored for quality, training, or other purposes.

Important This article isn’t legal advice. To make sure that you address any compliance considerations with respect to the storage or use of messaging transcripts, check with your legal counsel.

• Chat Transcript Fields
  Chat transcript fields help you track information about your agents’ chats with customers.
• Chat Transcript Events
  Live chat transcript events automatically track events that occur between your agents and customers during chats.