FeatureOct 13, 2026

Transcript separation for chat

Contact Center as a ServiceGCP · AI and Machine Learning

Transcript separation for chat

You can now configure Google Cloud CCaaS to deliver a separate transcript file for each participant segment in a chat, instead of one combined transcript per session. Under Settings > Chat > Chat Transcript, select Per Segment in Transcript Separation to generate individual transcript files for each agent, virtual agent, or supervisor who joins the chat—helpful for identifying which participant handled each part of a transferred or escalated conversation. Your consumers still receive a single, full-chat transcript regardless of this setting.

By default, this capability is inactive. Contact Google Cloud Support to turn it on for your instance.

Read the original announcement

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Transcript separation for chat

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Transcript separation for chat

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