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Chat Transcript Fields
Chat transcript fields help you track information about your agents’ chats with customers.
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Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
A Chat transcript has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields might not be visible or editable.
| Field | Definition |
|---|---|
| Abandoned After | The amount of time in seconds before the unanswered chat request was disconnected |
| Account Name | The name of the account associated with the transcript |
| Agent Average Response Time | The average time that it took an agent to respond to a chat visitor’s message |
| Agent Maximum Response Time | The maximum time it took an agent to respond to a chat visitor’s message |
| Agent Message Count | The number of messages an agent sent during the chat |
| Agent Skill | The skill associated with the live chat button used to initiate the chat |
| Body | The transcribed chat between an agent and a visitor |
| Browser | The type and version of the browser used by the visitor |
| Browser Language | The visitor's browser language selection |
| Case | The case associated with the chat |
| Chat Button | The chat button that the visitor clicked to initiate the chat |
| Chat Duration | The total duration of the chat in seconds |
| Contact Name | The name of the contact that participated in the chat Note that contacts and visitors are not the same. See Live Chat Visitor for more information. |
| Created By | The user who created the transcript, including creation date and time (Read only) |
| Created Date | The date and time the transcript was created (Read only) |
| Deployment | The deployment from which the visitor initiated the chat |
| End Time | The time the chat ended |
| Ended By | Indicates whether the visitor or the agent ended the chat |
| Last Modified By | The user who last modified the transcript, including date and time (Read only) |
| Last Modified Date | The date and time the transcript was last modified (Read only) |
| Lead | The name of the lead that was generated by the chat or discussed during the chat |
| Live Chat Transcript | Unique, numerical identifier automatically assigned to the transcript. Administrators can modify the format and numbering for this field. Transcript numbers usually increase sequentially, but sometimes they can skip numbers in a sequence. |
| Live Chat Visitor | Unique, numerical identifier automatically assigned to the visitor. Administrators can modify the format and numbering for this field. Visitor numbers usually increase sequentially, but sometimes they can skip numbers in a sequence. Note that visitors and contacts are different: a visitor might be a contact, but this is not a requirement, and there is no relationship between contacts and visitors. |
| Location | The visitor's geographic location. Either the city and state, or city and country (if the visitor is located outside of the United States). |
| Network | The visitor's network or Internet Service Provider. |
| Owner | The name of the transcript owner. By default, the owner is the user who originally created the transcript (for example, the agent who answered the chat). You can select a different user as the owner, or assign the transcript to a queue. When assigning transcripts to other users, make sure those users have the “Read” permission on live chat transcripts. |
| Platform | The user's operating system |
| Primary Skill | Primary Skill is not used for chat and can be empty. |
| Referring Site | Site the visitor was on before they came to your website. For example, if the visitor used Google to search for your support organization’s website, the referring site is Google. |
| Request Time | The time that the visitor initially requested the chat |
| Screen Resolution | The screen resolution used by the visitor |
| Start Time | The time that the agent answered the chat request |
| Status | Completed or Missed. A missed chat was requested but not answered |
| Supervisor Transcript Body | Contains the whisper messages from supervisors |
| User Agent | A string that identifies the type of browser and operating system the visitor used |
| Visitor Average Response Time | The average time that it took a visitor to respond to an agent comment |
| Visitor Maximum Response Time | The maximum time it took a customer to respond to an agent’s message |
| Visitor IP Address | The IP address of the computer that the visitor used during the chat |
| Visitor Message Count | The number of messages a visitor sent during the chat |
| Wait Time | The total amount of time a chat request was waiting to be accepted by an agent |
