LiveChatTranscript

This object is automatically created for each Live Agent chat session and stores information about the session. This object is available in API version 24.0 and later.

Supported Calls

create(), delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), search(), undelete(), update(), upsert()

Fields

Field Name	Details
Abandoned	Type int Properties Filter, Group, Nillable, Sort Description The amount of time in seconds an incoming chat request remained unanswered by an agent before the chat was disconnected by the customer.
AccountId	Type ID Properties Create, Filter, Group, Nillable, Sort, Update Description ID of the account associated with the chat transcript.
AverageResponseTimeOperator	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The agent’s average response time (in seconds) to chat messages from the visitor.
AverageResponseTimeVisitor	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The visitor’s average response time (in seconds) to chat messages from the agent.
Body	Type textarea Properties Create, Nillable, Update Description The contents of the chat.
Browser	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The browser the visitor used for the chat.
BrowserLanguage	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The language of the visitor’s browser.
CaseID	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The ID of the case associated with the chat transcript.
ChatDuration	Type int Properties Filter, Group, Nillable, Sort Description The total duration of the chat in seconds.
ChatKey	Type string Properties Create, Filter, Group, idLookup, Nillable, Sort Description The session ID of the chat before it is persisted. ChatKey can be used with advanced integrations in the Salesforce console. This field is available in API version 25.0 and later.
ContactID	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The ID of the contact associated with the chat transcript.
EndedBy	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The way the chat was ended: by the operator, the visitor, or the system.
EndTime	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The time the chat ended.
IpAddress	Type string Properties Create, Filter, Nillable, Sort, Update Description The visitor’s IP address.
IsChatbotSession	Type boolean Properties Defaulted on create, Filter, Group, Sort Description Whether the visitor is chatting with a Chatbot (`true`) or not (`false`).
LastReferencedDate	Type date Properties Filter, Nillable, Sort, Update Description The timestamp for when the current user last viewed a record related to this record.
LastViewedDate	Type date Properties Filter, Nillable, Sort, Update Description The timestamp for when the current user last viewed this record. If this value is null, this record might only have been referenced (LastReferencedDate) and not viewed.
LeadID	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The ID of the lead associated with the chat transcript.
LiveChatButtonID	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The ID of the LiveChatButton the chat session originated from.
LiveChatDeploymentID	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Type The ID of the LiveChatDeployment the chat session originated from.
LiveChatVisitorID	Type reference Properties Create, Filter, Group, Sort Description The ID of the visitor associated with the chat transcript.
Location	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The best-guess approximation of the visitor’s location.
MaxResponseTimeOperator	Type int Properties Filter, Group, Nillable, Sort Description The maximum time in seconds it took an agent to respond to a chat visitor’s message.
MaxResponseTimeVisitor	Type int Properties Filter, Group, Nillable, Sort Description The maximum time in seconds it took a customer to respond to an agent’s message.
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description The name of the transcript.
OperatorMessageCount	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The number of messages sent by agent(s) during the chat.
OwnerID	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description The ID of the operator who participated in the chat last; for missed chats, this is a system user.
Platform	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The visitor’s operating system platform.
ReferrerUri	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description Where the chat request originated.
RequestTime	Type dateTime Properties Create, Filter, Nillable. Sort, Update Description The time the visitor requested the chat.
ScreenResolution	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The visitor’s screen resolution.
SkillId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The record ID of the primary Skill associated with the LiveChatButton the chat session originated from. To associate multiple skills with a LiveChatTranscript, use LiveChatTranscriptSkill junction objects.
StartTime	Type dateTime Properties Create, Filter, Nillable, Sort, Update Description The time the chat started.
Status	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The final status of the chat: completed, missed, dropped or blocked.
SupervisorTranscriptBody	Type textarea Properties Create, Nillable, Update Description The text body of the supervisor’s chat transcript.
UserAgent	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The visitor’s user agent string.
VisitorMessageCount	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The number of messages sent by the visitor during the chat.
VisitorNetwork	Type string Properties Create, Filter, Group, Nillable, Sort, Update Decsription The network or service provider the chat visitor used for the chat.
WaitTime	Type int Properties Filter, Group, Nillable, Sort Description The total amount of time in seconds a chat request was waiting to be accepted by an agent.

Usage

Use this object to query and manage live chat transcripts.

Associated Objects

This object has the following associated objects. Unless noted, they are available in the same API version as this object.

LiveChatTranscriptFeed (API version 47.0): Feed tracking is available for the object.
LiveChatTranscriptHistory: History is available for tracked fields of the object.
LiveChatTranscriptOwnerSharingRule (API version 29.0): Sharing rules are available for the object.
LiveChatTranscriptShare: Sharing is available for the object.

Object Reference for Salesforce and Lightning Platform

LiveChatTranscript

Supported Calls

Fields

Usage

Associated Objects