ECF Visitor Chat - Chat Transcript

[carlosfernando_rivasguerr]

Hi,

We need to add in the ECF Visitor Chat, a functionality for the user to receive the transcript of the conversation with the agent by email.

I found the following info, but it's not clear for me how can i do it.

https://help.sap.com/viewer/b24405f575de43fabdcf24e809b14bad/7.0/en-US/14260766da3740dea2cdb61fdadc0...

https://help.sap.com/viewer/b382b7dce2774c9aafdfda69f740b975/7.0/en-US/200302ba64984884bb287c1b2ced7...

If someone can help me it will be great.

Regards.

[former_member202106]

Hi Carlos,

You didn't mention the version you are using. That's always helps to give more precise answers, even in this case it doesn't matter.

The case is that the product doesn't have such a feature. For upcoming CC365 (cloud) November release we are planning to bring in function to save transcript after the chat, but not to send via email. The feature should be available for next onprem as well.

Following comes now without support, you are free to use the details if you wish. If you are willing to develop the feature by yourself then the conversation data is of course stored to databases and could be read. If you use CCtr email features to deliver emails, then you could consider forming the discussion and placing it to email sender's database table for send out.

Or if you have quite new version of CCtr, then there is also rest interface available to read interaction history. That could be as well used to fetch conversation content.

BR,
Jukka

ps. One idea came later on... FP16 Communication Panel has the Extension Area that could be used for this action as well.

[carlosfernando_rivasguerr]

Hi Jukka:

Thanks for your answer. Our system version is SAP Contact Center 7.0.16.100 On premise. We are olny using Chat and voice functionalities, we are not using email.

I hope that you or someone can bring me more additional info about how to send the chat transcript to the user.

Regards.

Carlos.

[former_member202106]

Is the system integrated to a CRM?
BR,
Jukka

[carlosfernando_rivasguerr]

Hi Jukka:

The system is not integrated with other SAP or 3rd party systems, it's working alone.

Best.

Carlos.

[former_member202106]

Hey

I was thinking that if the chat data would be replicated to an CRM system, then it would be better place to combine the email and send out.

Like said this needs an integrator work and I would recommend to discuss with a partner. If you wish to hear some names, please send me an email (firstname.surname@sap.com) as it's not allowed do that in the community.

Br,
Jukka