Customer Support Transcripts

Overview

Customer support transcripts capture customer-agent exchanges in chat and messaging channels, along with issue context and how each case was resolved. They help models that answer, summarise and route support conversations.

Resolution status and satisfaction scores show which exchanges succeeded.

Key highlights

Reference details

Representative fields a customer support transcripts record may include. Exact fields depend on each owner's systems.

Example record fields

Channel

Chat, messaging, email

Turns

Speaker, text, timestamp

Conversation length

Turn count

Resolution status

Resolved, escalated, open