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Unable to View Salesforce Chat Transcript Records From Search, List Views, or Reports

Udgivelsesdato: Jun 8, 2026
Beskrivelse

"Root Cause: Chat Transcript records assigned to the Automated Process User (used for 'Missed' status chats) respect the object's OWD setting. When OWD is Private and users lack 'View All', these records are invisible in Search, List Views, and Reports.

Løsning
  • Ensure the end User has the necessary permissions to view the object Chat Transcript. The tab needs to be visible and they need at least Read on the object.  
  • Ensure your Org Wide Default for the Chat Transcript object is set to public. If it is set to Private, Users without the "View All Records" permission for Chat Transcript will not see any Chat Transcript record owned by the Automated Process User. You cannot set sharing rules for the Automated Process User. 
    • If a Chat Transcript has a Status of "Missed", the default Owner will remain the Automated Process User. This will happen if no Agent is available or if the visitor abandons the Chat prior to an Agent accepting it.
    • If you have a requirement to make Chat Transcript records private, but need some Users to have access to the Chat Transcript records owned by the Automated Process User, you can try the following:
      • Give the User "View All Records" for the Chat Transcript object OR
      • Create a new criteria-based sharing rule with the option "Include records owned by users who can't have an assigned role" selected.
Vidensartikelnummer

000381252

 
Indlæser
Salesforce Help | Article