For sites with the Microsoft Dynamics 365 integration enabled, transcript push now supports attaching the transcript as a Dynamics Activity (such as a Phone Call or Task) instead of a Note.

By default, transcripts continue to be attached as a Note on the linked Contact, Lead, Account, or Incident, exactly as before — this is unchanged unless you turn on the new option.

To use the new option, open Admin > Account > Integrations > Microsoft Dynamics:

• Attach the transcript as an Activity instead of a Note — when enabled, the transcript is written

as a Dynamics Activity, which appears in that record's Activities tab rather than as a Note. Because a Dynamics Activity's description field has a length limit (unlike a Note, which can also carry the full transcript as an attached file), a very long transcript is truncated with a note indicating this — enable the Note option instead if you need the complete transcript preserved.

• Prefer the parent Account when available — only used with the option above. When the chat is

linked to a Contact or Case that has a parent Account, the Activity is attached to that Account instead of the Contact or Case directly. If no parent Account is found, the Activity is still attached to the originally linked record.

• Activity type — the Dynamics activity entity to create (for example phonecall or task).

Leave blank to use phonecall.