Attaching a Transcript to the Certinia Customer Success Agent

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers. For more information, contact your Certinia Account Team.

The Certinia Customer Success Agent enables you to attach a call transcript directly to your conversation, so that the agent can create Customer Success Cloud records from what was discussed. This topic explains how to attach a transcript, view it as a pill in the chat window, remove it, and send it to the agent.

To attach a transcript file:

1. Open an agent chat and select the Certinia Customer Success agent.
2. Click .
3. Select a transcript file.
4. Describe what you want the agent to create from the transcript file. For example, create a CS activity from this transcript, create a playbook from this transcript, or create the objectives from this call. The attached file is visible in the chat window as a pill.
5. Press Enter or click Send.

Notes:

• You can attach only a single transcript file in .txt or .vtt format at a time.
• The attached transcript is not saved to Salesforce.
• Attachments larger than 900 KB are rejected.
• If you click again while a file is already attached, the agent rejects the new file and notifies you with a message.
• If you attach a transcript without describing what you want the agent to do with it, the agent does not process the file and responds with a message.

To remove an attached file, click the close icon next to the pill in the chat window.

For more information about what the agent can create from a transcript, see Creating Records from a Transcript Using the Certinia Customer Success Agent.