View Transcripts Without a LiveMessage License

To provide more consistent support, every user with a Service Cloud license now has a 360-degree view of a customer’s support history and can see past chat transcripts. Previously, a support agent needed a LiveMessage license to view chat transcripts. So when a customer chatted with an agent and then followed up on another channel, like email, the new agent couldn’t always see the full history. A LiveMessage license is still required to deliver service using LiveMessage in the Lightning Service Console.

Where: This change applies to orgs with access to LiveMessage through a Digital Engagement add-on. LiveMessage in Lightning Experience is available in Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud.