Theme
Transcript Panel
The transcript panel occupies the left column of the widget and shows a live feed of the conversation as it happens. For voice calls, speech is transcribed in real time. For chat and messaging, messages appear as they are sent.
Transcript panel showing agent and customer messages with timestamps and translation
What You See
Each message in the transcript shows:
| Element | Description |
|---|---|
| Avatar icon | Identifies the speaker -- agent (headset icon) or customer (person icon). Icons are customizable by your administrator. |
| Speaker label | "Agent" or "Customer" |
| Message text | The transcribed speech or digital message content, rendered with markdown support |
| Timestamp | When the message was received |
| Translation | If the customer speaks a different language and translations are enabled, an italicized translation appears below the original message |
Voice Transcription
For voice calls, the transcript panel shows speech-to-text output in real time:
- Interim results appear as the customer or agent is speaking and may change as the transcription engine refines its output
- Final results replace interim text once the utterance is complete
- Transcription latency is typically under 2 seconds
Digital Messages
For chat, web messaging, and SMS conversations, messages appear as they are sent by the customer or agent. There is no transcription step -- the exact message text is displayed.
Scrolling and Pagination
- New messages automatically scroll the panel to the bottom so you always see the latest message
- Scrolling up loads older messages (scroll-up pagination). The system keeps up to 200 visible messages at a time
- When you scroll up to read older messages, auto-scroll pauses so you can read without being pulled away
Showing and Hiding
The transcript panel can be toggled on or off:
- Click the transcript toggle in the header bar to hide or show the left column
- When hidden, the right column (suggestion tabs) expands to fill the full width
- When shown, a draggable divider lets you resize the two columns
TIP
Hide the transcript panel during chat conversations where you can already see messages in your CCaaS desktop. This gives more space to suggestions and coaching.
Translations
If your administrator has enabled widget language support, messages from customers speaking other languages may include translations:
- Translations appear in italics below the original message text
- The language is detected automatically or configured via participant attributes
- Translation is powered by Google Cloud Translate