A chat can be summarized in a transcript

The Zendesk transcript

Once a chat is finished, a transcript is generated, containing all messages from a single chat. The transcript will be created in the customer's language, meaning it will contain the original message from the customer and the translated version from the agent. You can access a chat transcript from the History tab, as described in this Zendesk article.

Additionally, if the option to automatically create a ticket when a chat is started is selected, or if a ticket is created manually since then, Zendesk will post a chat transcript as a comment on that ticket, along with other relevant information, such as Chat ID, agent that served the chat, etc. The ticket can be accessed from the Chat transcript view under the History tab.

The Unbabel transcript

The Unbabel Zendesk Chat Transcript is a feature that allows customers to see the chat transcript with both original text and translation after the conversation is closed.

This feature appends the full chat transcript as an internal note to the support ticket once the chat conversation is closed, including both original text and translation, allowing agents to read through chat transcripts in their native language.

The feature requires that the option to create tickets from chat is enabled.

The Unbabel chat transcripts differs from the one generated by Zendesk and will look something like this (Zendesk transcript at the top, Unbabel at the bottom):

The chat transcript has a limit of 50 messages it can display. If the conversation exceeds the limit, only the last 50 messages will be included.

The feature is off by default. Should you be interested, reach out to us in order to implement it.

Posting the Unbabel Transcript

In order for the transcript to be posted, we need to have our widget recognize the chat status as "Ended". Frequently, agents can close the window if a customer becomes unresponsive or the status does not update, closing the Unbabel widget as a consequence. This can prevent the transcript from being posted. It is therefore recommended that the window/tab is kept long enough that the widget recognizes the status change.