Hey there, we just had a chat with your team regarding chat transcripts.
However, we made the experience so far that there are not a lot of customers who click on "Options". That is the reason why the sending chat transcript feature is kind of hidden for them.
Would it not be better when customers are asked automatically if they would like to receive a transcript of their chat as soon as the chat has ended?
Or maybe if a button would be appear as well as the "Rate this chat" button pops up after the agent leaves?
Or to offer the sending transcript feature within the feedback survey/rate chat survey?
We think that would make sure that customers can easily find this option because only very few of them click on "options" as far as we have noticed.
Please feel free to check our ticket #2095206 as well. In there you can find our previous conversation about this feature request.
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