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

게시 일자: Jun 7, 2026
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When a chat visitor (end user) is unexpectedly disconnected from an ongoing chat session — due to connectivity issues or a browser crash — the Chat Transcript record may not be created. This occurs specifically when the disconnected visitor reconnects and is routed to a different agent while the original agent's chat tab remains open in the Service Console.

솔루션

"This is expected platform behavior. To ensure a Transcript is created:
1. When an agent notices that a chat visitor has disconnected, the agent should close the visitor's chat tab in the Service Console promptly.
2. This allows the system to properly end the session and generate a Transcript record before the visitor reconnects and is rerouted.
If a Transcript was not created and one is needed for compliance or reporting, raise a Salesforce Support case to investigate whether the record can be recovered from system logs

Knowledge 기사 번호

000388046

 
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