What feature allows chat transcripts to be linked to specific cases?

The feature that allows chat transcripts to be linked to specific cases is the ability to associate transcripts directly with a case. This functionality is essential in service environments where maintaining a comprehensive record of customer interactions is important for providing a seamless support experience. By associating transcripts with cases, support agents can quickly review all relevant communications that occurred during the dialogue with a customer, allowing for more context-aware follow-ups and resolutions.

This association not only streamlines the workflow for support agents but also enhances the customer experience by ensuring that previous conversations are readily accessible. This feature supports better case management by keeping all pertinent information in one place, thus enabling agents to provide timely and informed responses to customer inquiries.

In contrast, while automatic case generation from chats and manual entry of chat details into cases may play roles in case management, they do not directly link transcripts to cases in the same seamless manner. Contextual search of transcripts, while valuable for finding information, does not inherently provide the same level of connection between a case and the associated transcript. Therefore, the option that directly addresses the linking of chat transcripts to specific cases is the capability to associate transcripts with a case.