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Why are we experiencing a delay in the creation of Chat Transcripts after a chat has ended?

게시 일자: May 15, 2026
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After a chat conversation ends, the Chat Transcript record may not appear immediately in Salesforce. This is expected behaviour when using Choice, Least Active, or Most Available routing options (formerly Live Agent routing).
Note: This does not apply to Omni-Channel Queue or skill-based routing.

 

 

솔루션
By design, chat transcripts (with the routing types mentioned above) are not immediately created after a chat has been ended by either the operator or chat visitor. This is to ensure that the operator has enough time to properly wrap-up the chat after it has been ended. Thus, a delay can be expected with regard to Transcript creation.  

It is not considered a failure unless the Chat Transcript is not created after more than 24 hours after the chat is ended. At this point, an exception is logged and an automatic notification is sent to our technology team.

Chat Transcript creation should be almost immediate under the following circumstances (if both conditions are met): 
  1. Chat is ended by the Chat Operator or Chat Visitor 
  2. Chat Operator closes the Chat tab in the Console 

From an operator perspective, closing the chat tab in the Console after the chat has been ended will result in near immediate Transcript creation.


See also:
Chat Transcripts
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