How can I send chat transcripts manually?

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7 Comments

  • Handy Andy ;)

    Hi

    We are working chat from Support platform, but we cant fin a way to manually send chat transcript.

     

    Any tips?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Anders,

    Thank you for posting a comment on our Community. As of the moment, the option to export the chat transcript during ongoing messaging conversation is not yet available. You can check Limitations in the Zendesk Agent Workspace for the complete details.

     

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  • Yrwyn M. Policarpio

    Thanks for this information, this is extremely helpful. However, it seems the above is applicable while the chat is still active only. Can you walk me through sending the chat transcript after the chat has ended as well? 

    I can see we have an option to 'Print Ticket' but it shows the internal notes which are unnecessary for the customer to see. 

    Thank you.

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  • Matt
    Zendesk Customer Care

    Hi Yrwyn!

    I would recommend configuring your Zendesk to produce the chat transcript as a visible comment on a ticket created from chat. This will automatically email them their chat transcript on the created chat ticket. 

    Otherwise, the only manual option to send the transcript would have to be during the chat. 

    Thank you.


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  • Gravity CX (APAC Reseller)

    Cheeny - When using the Agent Workspace with messaging enabled, does this stop end users from requesting chats while chatting via the 'new' messaging widget. The article Limitations in the Zendesk Agent Workspace makes no mention if end users can request a transcript when chatting.

    The below shows the Classic Widget from an end user perspective (with Agent Workspace enabled), they can request a transcript. But does the same apply when using the 'new' messaging widget with Agent Workspace enabled?

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Chad,

    Yes, you are correct. End-users can no longer request chat transcripts during a messaging conversation. If the customer uses messaging, the chat transcript will stay on the widget that they can revisit anytime. Nonetheless, the chat transcript will still be part of the ticket comments once the ticket is generated, and the end-user will receive it via email.

     

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  • Piper

    Hello :)
    How can I know for sure if the transcript was sent to the user? In Ticket events or somewhere?
    Thanks

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