A digital transcript is a transcript of a contact center digital interaction (that is, email, chat, and messages). 

Digital transcripts are the result of an email, chat or messaging interaction between customers and agents that are stored long term based on your recording policy.  The content of the digital interaction is shown in the Transcript tab as part of the interaction detail.

Understand a digital transcript

Learn about digital transcripts.  

Work with a digital transcript

Call center managers and agents can view and search digital transcripts when they select and open a digital interaction.