How can I send chat transcripts manually or automatically?

Question

Can end users manually request chat transcripts in messaging? How can I manually send chat transcripts to customers? Can customers request their chat transcript themselves?

Answer

After a chat between an agent and customer ends, send the transcript of the conversation. Enable this workflow following the steps in the messaging or Live chat sections below.

Messaging

Users cannot manually request transcripts, but they can see the entire conversation in the messaging widget at any time. The entire chat transcript will still be a part of the ticket comments that the customer can receive through email.

Additionally, messaging admins can set transcript visibility to Public visibility and automatically include the transcript in a ticket to the customer.

transcript visibility

Live chat

Agents can manually send chat transcripts and customers can manually request transcripts. Additionally, admins can automatically send chat transcripts with email piping to a specific email address.

Manually send transcripts

If you are an agent, you can manually send chat transcripts by following the instructions below:

1. While chatting with a customer, on the chat panel at the top right, click Actions.

2. Click Export transcript.

3. Enter the email address where you want to send the chat transcript.

4. Click Email transcript.

5. A pop-up confirmation message Transcript will be sent after this conversation ends will appear.

Manually request transcripts

The customer can also manually request the transcript to be sent to their inbox by following the instructions below:

On the chat window, click the Options icon (...) in the lower-left corner.
Click Email transcript.
Enter the email address where you want to send it and click Send.
The pop-up notification Email will be sent to (email address indicated) when the chat ends shows up.