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            View Customer Records in the Salesforce Console

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            View Customer Records in the Salesforce Console

            Salesforce automatically creates some records when a chat ends. These records store information about chat customers and their interactions with agents. View these records in the console in Salesforce Classic.

            Required Editions

            View supported editions.
            User Permissions Needed
            To view customer records: Read on the record type
            For agents to use Chat: API Enabled administrative permission
            Important
            Important

            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.

            These records are mostly used internally to provide an audit trail about your customers and their chats with agents. However, you can access these records yourself if you ever need them.

            To access customer records in the Salesforce console, select the type of record you want to view from the Salesforce console navigation list. A list of those records will appear in the main window.

            There are a few different types of records you can view in the Salesforce console. Read on to learn more about them.

            • Chat Session Records
              Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers.
            • Chat Visitor Records
              Every time an agent chats with a customer, Salesforce automatically creates a visitor record that identifies the customer’s computer.
            • Chat Transcripts
              A chat transcript is a record of a chat between a customer and an agent. Salesforce automatically creates a transcript for each chat session.
             
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