CCaaS adds per-segment chat transcripts and campaign-based scheduled callbacks

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.

For more information, see Chat transcripts and chat history.

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

Campaign-based scheduled callbacks

Agents can now schedule a callback during an outbound campaign call. The callback belongs to the campaign, not to an individual agent, and the dialer calls the consumer back in the time slot they chose. Administrators set slot length, capacity, booking window, and expiry for each campaign, and supervisors can track upcoming, completed, and expired callbacks from the campaign list.

For more information, see Campaign management.