Avaya Oceana® introduces sending Conversation Transcripts through Email feature that allows web messenger users to get the transcript of the conversation through email after the session.
Configuration
For the conversation transcripts to be sent, the oceana_intrinsic_send_transcript_email attribute must be set to true and the oceana_intrinsic_email attribute must be configured with the correct email address.
Operation
The transcript is sent to the email address of the contact if it is specified and adheres to the email address format. The transcript is sent through the Oceana Email Service. You must specify the sender address and subject. Files shared during the conversation are sent in the transcript to the users. However rich media such as locations and carousels have only the alternate text included.
Scenario
Operation
Flag to send transcript is set to true
The value is passed to the Avaya Oceana® Adapter service. This sets the flag to true in the Messaging Channel API connectAsyncSession method. For all other cases, including non web messenger originated contacts, the flag is set to false.
Flag is not set
It is assumed that the transcript is not required and the Avaya Oceana® Adapter service sets the connectAsyncSession transcript flag value to false.
Flag is set to true but email address provided is invalid
Where the email address is invalid, the Avaya Oceana® Adapter service sets the connectAsyncSession transcript flag to false.
Limitations
The feature is applicable for web messenger conversations only. Transcripts from social messaging, for example, Facebook Messenger, WhatsApp are not sent. Rich media is sent in the transcript as the alternate text. Actual carousels are not sent in the transcript.
