Configure Chat Transcripts



  • 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: 

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




  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Lauren,

    Thanks for posting your question about the transcript customisation options.

    Currently, the standalone chat transcript email cannot be branded or customised (the orange/plain template).

    If you are using Support + Chat with the ticket integration turned on to send the transcript publicly to the customer, you can then customize the template within Support. You can learn more about those customizations options here:

    We have no immediate plans in the next 6-8 months to support customisation of the standalone Chat transcript email.



  • Lauren Williams

    Thanks for getting back to me.

    This is interesting as I'd been advised that we had had this set up (for chat transcripts to be sent from Support, not Chat) so it looks like we're currently sending transcripts from Chat then. We've also been advised that we'll only be able to have one email template, does this mean that we'll be unable to have one template for generic customer emails and another template when sending a chat transcript? Or would we need to create a different Macro that inserts the chat transcript?


  • Ramin Shokrizadeh
    Zendesk Product Manager

    You can have the tickets be created and also have the option to send the unbranded orange one but it is manual (either via agent initiating or visitor requests for transcript on the widget).

    Currently, Support only handles one email template for the brand but would not support separate templates for customer emails and one for the chat transcript. Out of curiosity, can you let us know what you want to customize between the two templates?


  • Lauren Williams

    Well, really I'd be looking to have the transcripts sent from 'chat' be branded as we don't want to automatically send transcripts to customers.  If not that, perhaps a macro was the term I should have used as we'd potentially want to send enriched text above the transcript within the email that says "thanks for your chat, please find a copy of your transcript below" etc. We may, however, want to provide links to our chat and social messaging channels within the footer of certain email templates as not all customer queries can be managed by chat. So this could be an example of where we may want two templates, but this could also be a macro if that wasn't possible?

  • Lauren Williams

    Hi, could someone get back to me please?

  • Nicole S.
    Zendesk Community Team

    Hi Lauren, 

    I see that you're currently receiving assistance via a support ticket. Let us know if you have any further questions!


Post is closed for comments.

Powered by Zendesk