Can I use the trigger condition "Update via" when a ticket is updated with the chat or messaging transcript?

Question

Is it possible to use a trigger or an automation to identify when the transcript is appended to a ticket?

Answer

Yes, use the Chat Transcript in the Update via condition for triggers and automations. This condition allows you to identify when a ticket is updated by a chat or messaging transcript being appended. 

Ensure the conditions below are true when using the Update via condition: 

• The transcript visibility has to be public. To update transcript visibility see the article: Managing messaging transcript visibility.
• The chat or messaging session has to have ended. For more information, see the article: When do chats time out?

Once the ticket is updated and the transcription is appended to it, this condition will be true.

Note: When you have messaging with omnichannel routing enabled, the process for setting up triggers is different from live chat routing. For more information, see the article: Routing messaging tickets and notifications.