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.
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. |
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3. Enter the email address where you want to send the chat transcript. 4. Click Email transcript. |
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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:
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