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Transcript record is not getting created when a Chat Visitor inadvertently disconnects from chat

Fecha de publicación: Nov 15, 2022
Descripción
When a Visitor is disconnected from a chat, via connectivity issues or their browser crashes, the Transcript record does not get created. 
Solución
This is expected behavior. This happens when a Visitor is chatting with Agent 1 and the Visitor disconnects for reasons beyond their power (they do not click End Chat or manually close out the chat window). When this happens and the Visitor reconnects, if Agent 1 does not close that Visitor's Chat tab within the Console Application, and the chat is routed to another Agent, the Transcript does not get created. 
Número del artículo de conocimiento

000388046

 
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Salesforce Help | Article