Chat Transcript/Summary Not Populated in Interaction Records Issue Chat transcript and chat summary fields are not populated in certain Interaction records. Displaying as 'Unable to generate transcript' on the transcript field. Release ZP12 / AP5 Cause Conversation messages were inserted with empty Payload values, preventing transcript generation. Resolution 1. Import the attached Business Rule (sys_script_aae430c72b5683106c98fe114391bf6e.xml) to replace empty Payload values in Conversation messages with a 'dummy' value, enabling transcript generation for new Conversations. 2. For old conversations, run the 1_update_sys_cs_message.txt script in the background (System Definition -> Scripts - Background) in global scope, adjusting the 'gdt' variable to the number of conversations (e.g., -2 for one day, -8 for one week). 3. Run the 2_update_transcripts.txt script in the background with the same 'gdt' value as in step 2. If scope-related errors occur, re-run the script in the reported scope. Related Links PRB2065785