Embedded Service for Web Chat, saves transcripts with agent messages only via iOS
Last updated 2021-02-09 ·Reference W-6720356 ·Reported By 14 users
It has been observed that in some instances when a customer tries to save transcripts from Embedded Service web chat, they are presented with a file containing just the agents messages.
This is currently only observed via iOS mobile devices. (Android and Desktop, work as expected.)
This also only occurs when a pre-chat is not defined.
1.) Setup a simple chat button without any defined pre-chat form.
2.) Make the chat publicly accessible.
3.) Have agent go online and visitor initiate chat from iOS device.
4.) After chatting, at any point have the visitor click "Save Transcript"
5.) *Observe, a tab opens transcript with just agents messages*
Our team has identified the issue to be related to the visitor entering the chat with a null name. This scenario is not being accounted for on iOS, and thus the chat lines from the null participant are not being added.
The workaround at this time, would be to implement a simple pre-chat form, this should allow the visitor to define their name and avoid this issue until this is addressed.
Is it Fixed?
Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.