is there a way to send hidden messages that only appears in the transcript?

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Posted on by PabloRoldan

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is there a way to send hidden messages that only appears in the transcript, without handoff to a live agent?
Hi there, do you know if there is a way to do that... I have a copilot connected to omnichannel and what I'd like to do is save in the transcript(display messages in transcript but not in the ongoing convo) some values lets say as debug messages... e.g.:

user: Hello

Hello :bot

This is a hidden message that will only appear in the transcript and not in this conversation... :bot

user: Create case

........

thanks

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EricW 5 on at

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is there a way to send hidden messages that only appears in the transcript?

This is a bit of a hack, but you could set a string variable with the message you want to show up in the transcript. It wouldn't show up in the ChatTranscript that you pull from Analytics, but it would show up in the ConversationTranscript table in Dataverse like this:

kind: SetVariable

id: setVariable_OK7MKh

variable: Topic.Comment1

value: This is a hidden comment that will show up in the transcript.

- Eric