Genesys Cloud supports all major social chat platforms and offers their own solutions with WebChat and WebMessaging, but they do not offer the ability to share chat transcripts with customers. Despite being the #3 (out of 1,038) most requested feature "under consideration" by Genesys, it is not currently on any roadmaps.

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ChatTranscriptsCX solves this need by providing a feature that automatically offers chat transcripts to consumers at the conclusion of every live chat. We did not limit this feature to native Genesys chat solutions (WebMessaging and WebChat) but also included social platforms such as Instagram DM, WhatsApp, and Facebook Messenger.  

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Benefits of Chat Transcripts

• Allows your customers to review the conversation to ensure they are satisfied with the outcome.

• Helps resolve disputes or complaints by providing a clear and concise record of what was said.

• Builds customer trust and confidence in your brand by demonstrating you are transparent and willing to be accountable for your actions.

• Increases transparency by showing customers their interactions are being recorded and their concerns are being taken seriously.

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Features

• Simple to install and configure.

• No interface for agents to learn.

• Automatically provides a transcript option at the end of every chat interaction.

• Works with all major messaging services including:

  • Genesys WebMessenger and WebChat​

  • Facebook Messenger

  • Instagram DM

  • WhatsApp

  • SMS

• Transcripts available in HTML, PDF, Print, or Copy/Paste​

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