Question & Answer
Question
Customers may see chat transcript cases in their View Cases page. What are these and why are they created?
Answer
1. What is a Chat Transcript Case?
Chat Transcript cases contain answers to questions asked in the IBM Virtual Assistant. The case is opened when the Virtual Assistant needs to use an IBM support entitlement to provide the answer.
Chat Transcript cases contain answers to questions asked in the IBM Virtual Assistant. The case is opened when the Virtual Assistant needs to use an IBM support entitlement to provide the answer.
2. How can I distinguish my Chat cases from others that I have opened?
A Chat Transcript case subject will always begin with "CHAT -" followed by the Assistant subject area, followed by the subject which is usually derrived from the initial question you asked in the IBM Virtual Assistant.
A Chat Transcript case subject will always begin with "CHAT -" followed by the Assistant subject area, followed by the subject which is usually derrived from the initial question you asked in the IBM Virtual Assistant.
For example "CHAT - Linux Assistant: <user question>"
3. How can I tell which information was provided by the Virtual Assistant in the case?
All updates to the case that come from IBM Virtual Assistant will be from agent "Support Virtual Assistant (IBM)"
All updates to the case that come from IBM Virtual Assistant will be from agent "Support Virtual Assistant (IBM)"
4. Can I get a transcript for all my chats?
At this time, IBM is only creating transcripts when support entitlement is required to provide the answer.
At this time, IBM is only creating transcripts when support entitlement is required to provide the answer.
5. Why does the case say "Closed by Client"?
The Virtual Assistant closes the case on behalf of the client when the answer to the question is provided in the chatbot.
The Virtual Assistant closes the case on behalf of the client when the answer to the question is provided in the chatbot.
6. Can I reopen the case that was closed by the Virtual Assistant?
No. The ability to reopen a case closed by the Virtual Assistant is currently not available. If you require further assistance please open a new case and reference this case.
No. The ability to reopen a case closed by the Virtual Assistant is currently not available. If you require further assistance please open a new case and reference this case.
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Document Information
Modified date:
17 February 2025
UID
ibm17170416