Chat: Expanded Transcript Access and Skills-Based Routing
Every support agent can now view Live Agent transcripts. Let multiple
support agents resolve a customer’s issue together with Snap-ins chat conferences. Use
Omni-Channel Skills-Based Routing to route cases to the most skilled agent for the
View Transcripts Without a Live Agent License
To provide more consistent support, every user with a Service Cloud license now has a 360-degree view of a customer’s support history and can see past chat transcripts. Previously, a support agent needed a Live Agent license to view chat transcripts. So when a customer chatted with an agent and then followed up on another channel, like email, the new agent couldn’t always see the full history. A Live Agent license is still required to deliver service using Live Agent in the Lightning Service Console.