Attaching a Transcript to the Certinia Services Delivery Agent

The Certinia Services Delivery Agent enables you attach a transcript directly to your conversation, so the agent can reference its contents when responding. 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.

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.

To attach a transcript file:

1. Open an agent chat and select the Certinia Services Delivery agent.
2. Click  .
3. Select a transcript file.
4. Describe what you want the agent to do with the transcript file. For example, extract RAID, check the risks from this meeting, or what do I need to update from this? 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  next to the pill in the chat window.