Video Transcript is a training source available only to agents linked to an eWebinar webinar. Instead of you uploading anything, eChat reads the transcript of your webinar's video directly and uses it to answer visitor questions during the live chat.
Because the transcript already exists inside eWebinar, there's nothing to prepare beyond making sure the webinar has been transcribed. Once it has, the transcript syncs into your agent's training automatically, and you can pull in the latest version any time your video changes.
Video Transcript also has a setting the other training sources don't: control over whether the agent answers a question before the video has actually reached it. That choice — Covered so far versus Answer anytime — is set per agent under Answer behavior, and it matters most for narrative or sales webinars where sequencing and surprise are part of the pitch.
How Video Transcript training works
What it is
A training source that syncs the spoken-word transcript of your webinar's video into your agent automatically, with no file upload.
What it's best for
- Letting your agent answer questions about anything you say in the video, without retyping it as Q&A pairs
- Keeping answers current after you re-record or edit the webinar
- Agents linked to more than one webinar, where each visitor's questions are answered using the specific video they're watching
How it works
Open the Training tab on your agent and select Video Transcript. If your webinar already has a transcript, you'll see it there, read-only, with a word and character count — no action needed. If it doesn't, eChat shows "No transcript is available for this eWebinar yet" with a Start transcribing in eWebinar button that opens the right place in eWebinar; once eWebinar has generated a transcript, come back and it will sync in.
The transcript stays in sync with your webinar on its own, but if you've just re-recorded or edited the video and want the change reflected right away, click Refresh to pull the latest version rather than waiting.
If your agent is linked to multiple webinars, you don't have to choose which transcript it trains on. Each message your agent receives during a live chat tells it which webinar the visitor is actually on, so it automatically uses that webinar's own transcript for the reply. On the Video Transcript tab, a selector lets you choose which linked webinar's transcript to inspect. See Deploy: eWebinars for how an agent gets linked to a webinar in the first place.
The transcript counts toward your plan's training storage, like other training sources.
Best practices
- Transcribe the webinar in eWebinar before you finish setting up the agent, so training doesn't get left incomplete
- Click Refresh after any edit to your video's content, not just after a re-upload
- Don't duplicate what's already in the video as Q&A pairs — let the transcript cover it, and reserve Q&A for things the video doesn't say
Covered so far vs. Answer anytime
What it is
Two Answer behavior options that control whether your agent will answer a question about something the video hasn't reached yet for that particular visitor, or hold off until it has. Covered so far is the default.
What it's best for
- Covered so far: sales and narrative webinars where the order you reveal information in is part of the pitch — pricing, an offer, a case-study reveal
- Answer anytime: reference and training webinars where visitors want a complete, correct answer immediately, regardless of where they are in the video
How it works
With Covered so far selected, the agent uses the attendee's current video time before it answers. If a question is about something the video hasn't said yet at that point, the agent won't answer it early — it tells the visitor to stay tuned rather than spoiling it.
With Answer anytime selected, the agent can answer from the full transcript no matter where the visitor currently is. It answers the question in full immediately, and if the topic also comes up later in the video, it mentions that so the visitor knows to expect more on it.
This setting applies per agent, not per webinar, so if an agent is linked to several webinars, the same behavior applies across all of them.
Best practices
- Keep Covered so far for any webinar built around a reveal — an offer, pricing, a demo moment — so the agent doesn't undercut it
- Switch to Answer anytime for how-to, onboarding, or product-training webinars, where visitors are more likely to be looking something up than watching straight through
- If you're not sure which fits, start with Covered so far and watch your Chat Logs for visitors being told to stay tuned on things they clearly wanted answered now — that's a signal to switch