Can I use a trigger or an automation to identify when the transcript is appended to a ticket?

Question

Can I use a trigger or an automation to identify when the transcript is appended to a ticket?

Answer

Yes, add the Ticket > Update via | Is | Chat Transcript condition for triggers and automations. This condition allows you to identify when an update takes place that appends a transcript in a chat or messaging ticket.

Ensure the conditions below are true when using the Ticket > Update via condition: 

• The transcript visibility is public. To update transcript visibility see the article: Managing messaging transcript visibility.
• The chat or messaging session has ended. For more information, see the article: When do chats time out?

Once the ticket is updated and the transcription is appended to it, this condition will be true.

Note: When you have messaging with omnichannel routing enabled, the process for setting up triggers is different from live chat routing. For more information, see the article: Routing messaging tickets and notifications.