Automatically sending chat transcripts with email piping

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  • Lisa Lavin

    I do not see Email Piping as an option to click when I go to Settings / Account.  Is that the only way as a manager to read all chat transcripts?


  • Dane
    Zendesk Engineering
    Hi Lisa,
    Email Piping is available for all plans. Due to the nature of your concern, I'll create a ticket for you and investigate further. Please wait for my update via email.
  • Lisa Lavin

    Hi Dane,

    I was able to setup this option.  I was in Admin Settings - not the Chat dashboard settings.



  • Bilt Rewards

    How do you turn this off?

  • Zendesk Supporter

    I would also like to know how to turn this off.

    I do not wish to send the chat transcript to the end-users. 

  • Hiedi Kysther
    Zendesk Customer Care

    Hey Zendesk Supporter,

    Email piping is a bit different than the chat transcript your end-users get after the end of a chat. If you don't want your end-users to get the chat transcript, you will need to disable this feature in Chat Settings > Account > Zendesk Support tab. You can check this article for more information: Managing Messaging transcript visibility

  • Jennifer Zecchin

    "...when a chat is over." Can you please be more specific? Is this when the agent leaves the chat? When the chat ticket is marked as Solved? When the ticket is moved to Closed?

  • Christine Felicia
    Zendesk Engineering
    Hey Jennifer,

    You may refer to our article: When do chats time out?

    The chat session is still considered active unless it's ended for one of these reasons. An agent can leave a chat session, but it stays open from the visitor side until one of the above conditions is met.

    The visitor is in control of the chat session, and can end the chat session in one of three ways:

    • Going to the options menu and hitting end chat.
    • In the event that the visitor closes the browser (no windows with the chat widget are open) the session times out within a timeframe of 20 seconds to 2 minutes.
    • In the event that the visitor using a browser on a mobile device minimizes, tabs away from, or closes the browser containing the chat, the session times out within a timeframe of 20 seconds to 2 minutes. 
    • In the event that the visitor idles* on a site with the widget, their session stays open for 20 minutes before the session automatically ends.

      *Idle status is defined as no mouse or keyboard input on the site for 10 minutes. The user does not need to interact with the widget itself, but must be actively working on the page the widget is loaded on. Additionally, there can be a variance of up to 5 minutes depending on their connection to Chat.
  • Daniel

    Is there a template for the chat transcript email? 

  • Anne Ronalter
    Zendesk Customer Care
    Hello Daniel,

    thank you for your Feedback on this.

    At the moment, it is unfortunately not possible to specifically customize the chat transcript Email, but you can of course Customize your templates for email notifications.

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