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Save Chat Logs

You may need to refer to your conversation with a customer after you end a chat session. Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. gives you the option to save your chat conversations. At the end of a chat session, you can save the chat transcription as a chat log. If the chat is from an existing customer, the chat log is automatically associated with the customer record as a new case or follow-up.

To save a chat transcription:

  1. Click  on either the Chat window or the chat Popout window.
  2. Select Save to CRM from the menu. A new case is generated for new customers.

    Note: For existing customers, the chat transcript is saved as a follow-up case.

  3. Select Transaction Codes.
    Transaction Codes indicate the outcome of an interaction, and can be optional or enforced depending on the company’s policy.
  4. Click End to end the chat.
  5. Click End processing to complete the session.

    Note: If transaction codes are mandatory, you cannot end Post Processing until you select a code.

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