"Chat Transcript" in Agent chatIssue On the "Agent chat", when you create an incident from an interaction record the "Chat Transcript" doesn't get copied into the created incident. But whereas in "Connect chat", the chat transcript gets copied into the created incident. This article briefs on this difference in functionality between the "Connect chat" and "Agent chat" with respect to the "Chat Transcript". ReleaseMadrid, Newyork release onwards.CauseWith agent chat in the workspace, the chat transcript will be always copied to the associated interaction record and it will not be copied to created incident record. This is as per the design of agent chat.The chat transcript will appear on interaction record when agent creates an incident from the chat via chat action as shown in the attached screenshot. This also happens when creating case or incident from the interaction record via the menu option.ResolutionThe chat transcript on the interaction record is updated only when the agent closes the interaction record. This is happening as per the out of the box provided BR "Append Chat Transcript" (sys_script.do?sys_id=ce1a06123b721300a0bd8cd834efc4b8).Related LinksCreate Incident agent chat action How to download transcript for chat conversation