Disable Email Transcript feature

Answered

18 Comments

  • Official comment
    Dean Kenny

    Hi all,

    Although you cannot rebrand the chat email transcript, we have now released the feature to hide the email transcript option in the Web Widget Chat UI.

    This is a setting JS API called "menuOptions" and it is documented here:

    https://developer.zendesk.com/embeddables/docs/widget/settings#menuoptions 

    This can be useful if you have strict branding requirements for your business and you need to remove the email transcript option. 

    Dean

     

  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Lulwa,

    I have transcript visibility set to private, this way I have as part of the ticket history for reference, but it is not shown publicly to the requester.

    Have you tried this?

     

    Regards Jacob.

    0
  • Lulwa Jundi

    I set it to private, but when testing via the chat form, as a client, I still see the option to email transcript. Is there a way around this?

    0
  • Lulwa Jundi

    FYI, I am referring to Chat only and not tickets.

    0
  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Ah, I see. I misunderstood you then.

    0
  • Lulwa Jundi

    So there is no way to disable it for Chat, is there?

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Lulwa, 

    You are correct, there is currently no way to remove the send transcript option from the chat widget.

    We have no plans to offer this as a setting in the immediate future.

    -Ramin

    1
  • Gagnon Claude (Nter)

    With the email transcript only available with English labels, it would be good to have the option turned off until this transcript language limitation is resolved.

    0
  • Jorge Marcos

    Are there any plans to revisit this option to disable the send transcript option on the end-user side? 

    I'm puzzled as to why this isn't considered for admins who want to control chat conversations very closely. 

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Jorge,

    We have no plans in 2018 to add this option to the widget.

    -Ramin

     

    0
  • Lila Kingsley

    Hi Ramin,

    As a business our issue with the way the chat transcript is set up is that you can modify it to be sent to ANY email address, whether it is the end user via the widget (it pre-populates the email address we collected at the start of the chat, but they can change it), OR, the agent during/after the chat via the "export transcript" feature.

    We do not believe it is CPNI compliant to allow the transcript to be sent to anyone but the email address which initiated the chat, due to the information which *could* be discussed in a chat.

    Does Zendesk believe the export transcript feature is CPNI compliant in the widget and agent UI?

    It seems this suggestion page turned into one about the widget, but my comment is about the transcript functionality overall.  Let me know if I should be creating a new product suggestion specific to the issue I am raising here.

    -Lila

    1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Lila,

    For questions around compliance requirements, I would recommend you email legal@zendesk.com

    If security is a concern for you, I would recommend looking into using authenticated visitors. This would prevent the visitors from changing their data, but it will not prevent the transcript from being sent to other email addresses from the agent/visitor side.

    If you want to learn more about authenticated visitors, you can learn about it here: https://chat.zendesk.com/hc/en-us/articles/360001771347-Conversation-history-authenticated-visitors-in-Chat-widget

    Currently, there are no plans to change the transcript functionality in the next 6 months.

    -Ramin

     

    0
  • Lulwa Jundi

    @Ramin,

     

    I agree with Lila, this is a major issue, one which we have just discovered actually.

    When exporting transcripts via the History section by selecting one or Multiple chats, Zendesk Chat only allows you to enter an agents email.

    However if we go into the actual chat transcript, and select the export transcript button, we can enter ANY email address there and send the transcript out.  Why would this not be limited to agent emails also?

    Any plans to change this?

    1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    The use case for bulk sending of transcripts and single send are slightly different. We built the bulk transcript export for businesses to export and have the information for themselves. 

    The transcript button inside an individual chat is designed to allow agents to send the transcript to a customer if they ask for it after their original chat session ended and they forgot to request for it themselves. 

    Is your concern that your agents may be sending transcripts to the wrong people when sending a single transcript?

     

    0
  • Lulwa Jundi

    Yes, my concern is that agents may send the transcript to the wrong people when sending a single transcript. 

    1
  • Lulwa Jundi

    Any solution for this issue?

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    There is no feature in the product that would do exactly what you want. You can use a custom role to restrict agents from only seeing chats they worked on to reduce the chances of it happening, if you haven't explored using a restricted role.

    0
  • Michael

    We also need this disabled but cant.  This is not a hard feature to add.

    0

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