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            Attach Records to Chat Transcripts

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            3. Legacy Service Features

            Attach Records to Chat Transcripts

            Search for or create records to attach to a chat transcript as you chat with customers in a Salesforce console app.

            Required Editions

            View supported editions.
            User Permissions Needed
            To search for and view a record:

            Read on the object

            AND

            Create on Live Chat Transcripts
            To create a new record:

            Create on the object

            AND

            Create on Live Chat Transcripts
            To edit a record:

            Edit on the object

            AND

            Create on Live Chat Transcripts
            To delete a record:

            Delete on the object

            AND

            Create on Live Chat Transcripts
            Important
            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.

            Find existing records or create new ones to associate with a transcript as you chat with customers. For example, you can create a new case based on the customer’s issue, or search for the customer’s existing contact record and attach these records to the transcript for later reference. You can attach standard or custom records to your chat transcripts.

            1. While chatting with a customer, click Attach Icon to attach a record to the transcript.
              Note
              Note You can only attach one of each type of record to a chat transcript. For example, you can't attach more than one case to a single transcript.
            2. To search for an existing record:
              1. Click the search icon (Search Icon) in the records window next to the type of record you want to search for.
              2. Type the name of the record and hit ENTER.
                The record opens in a new tab.
              3. Click the attach icon (Attach Icon) again.
              4. Select the check box next to the record you searched for to link it to the chat transcript.
            3. To create a new record:
              1. Click the create icon (Create Icon) next to the type of record you want to create.
              2. Complete the information in the new record and save it.
                The record will automatically link to the transcript once the record is created.
            4. After you complete the chat with the customer, exit the chat.
            5. If prompted, click Save.
              The records you linked are now attached to the transcript. You can access them from the transcript’s detail view.
             
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