---
schema_version: "1"
id: 3088b1cc5e7eb67b2736dab07f0610881f26092613cffcf1cdc63f04eb9f3dff
title: Attach Records to Chat Transcripts
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_attach_records_to_transcripts.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_attach_records_to_transcripts.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8f1b0f1ec698d3ff99d05e869d36450ae7416039291ec569901c3270074dd65b
description: Search for or create records to attach to a chat transcript as you chat with customers in a Salesforce console app.
products:
  - Service Cloud
release: "264"
---
# Attach Records to Chat Transcripts

Search for or create records to attach to a chat transcript as you chat with customers in a Salesforce console app.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d30374e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30374e55 ">To search for and view a record: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30374e55 ">
              <p>Read on the object </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Create on Live Chat Transcripts</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30374e55 ">To create a new record:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30374e55 ">
              <p>Create on the object </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Create on Live Chat Transcripts</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30374e55 ">To edit a record:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30374e55 ">
              <p>Edit on the object </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Create on Live Chat Transcripts</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30374e55 ">To delete a record:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30374e55 ">
              <p>Delete on the object </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Create on Live Chat Transcripts</p>
            </td>

          </tr>
        </tbody>
      </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important

Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat).

Find existing records or create new ones to associate with a transcript as you chat with customers. For example, you can create a new case based on the customer’s issue, or search for the customer’s existing contact record and attach these records to the transcript for later reference. You can attach standard or custom records to your chat transcripts.

1. While chatting with a customer, click ![Attach Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_attach_icon.png) to attach a record to the transcript.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)
    
    Note You can only attach one of each type of record to a chat transcript. For example, you can't attach more than one case to a single transcript.
2. To search for an existing record:
    1. Click the search icon (![Search Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_attach_search_icon.png)) in the records window next to the type of record you want to search for.
    2. Type the name of the record and hit ENTER.
        
        The record opens in a new tab.
    3. Click the attach icon (![Attach Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_attach_icon.png)) again.
    4. Select the check box next to the record you searched for to link it to the chat transcript.
3. To create a new record:
    1. Click the create icon (![Create Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_attach_create_icon.png)) next to the type of record you want to create.
    2. Complete the information in the new record and save it.
        
        The record will automatically link to the transcript once the record is created.
4. After you complete the chat with the customer, exit the chat.
5. If prompted, click **Save**.
    
    The records you linked are now attached to the transcript. You can access them from the transcript’s detail view.