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Live Agent: Chat transcript assignment for missed chats

Knowledge Article Number 000181660
Description A chat transcript record is created for every incoming live agent chat. This article outlines how transcripts are assigned when the chat is missed.
Resolution Missed chats are assigned to the last agent to whom the chat was assigned. They are assigned to an "Automated Process" user when the offending agent's session cannot be found or is no longer available, or if there is no assigned agent (in the case of "no available agents"), and we need to upsert the record using the system user "Automated Process".




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