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Formatting the Messaging Transcript Email That is Sent After Messaging Session Timeout



Posted Mar 09, 2023

Using the Messaging widget, after the Messaging session times out (10 minutes with no activity) the requester is sent an email with a transcript of the conversation they had with support. 

This email is handy in at least two ways:

  • It (obviously :^] ) provides a transcript of the session the guest had with AnswerBot and/or a support agent
  • Replying to the transcript email adds that reply, as an email message, to the ticket that was created by the Messaging session, thereby preserving the conversation, and allowing the requester/guest to continue the conversation they started via Messaging, in a different channel (email). 

It's not a pretty email :^] and is hard to read.

It does not identify its source very well (I can see a requester/guest wondering where this email came from for at least a short time after receiving it)

And, as formatted, it does not reveal the feature/benefit mentioned in the latter bullet point above.

I'd like to control the formatting of that email — the Messaging transcript email — so that I can 

  • Modify the aesthetic of it and make it easier to read
  • More explicitly indicate who the email is from and why the requester/guest is getting it 
  • Communicate that replying to the email will add to and continue, via email, the conversation started via the messaging channel

It sounds like this is not possible from what I've been told but would love it if it were and to know if there are any workarounds that might make it possible now.

One feature that I thought would make it possible is the "Using the via condition in triggers and automations with Chat/Messaging transcripts" capability that was added in November of last year: 

https://support.zendesk.com/hc/en-us/articles/5145976085274?page=1#comment_5474524138010

If anyone knows how to utilize that feature to reformat the Messaging transcript email, please let me know — I've tried to use the feature to do so twice now, with no success. 


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4 comments

We also miss the feature of being able to control the styling of the messaging chat transcript.

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At the moment, it's not possible to customize transcript with Liquid Markup.

I'd like to be able to style our transcript at least to make it clear which replies are from the agent and which replies are from the end user.

Example code that didn't work:

Here's a copy of your chat with us:
 
{% for comment in ticket.public_comments %}
 
   Comment:
 
{% if comment.author.role == 'agent' %}
 
<div>
 <p style="float:left;background: #7f54b3 !important;margin: 0 36px 16px 0;padding:10px;border-radius: 15px;color:#fff">
   {{comment.created_at}}
<small style="font-size:10px;opacity:0.5;margin-left:12px;">{{comment.created_at_with_time}}</small>
<strong>{{comment.author.name}}</strong>
{{comment.value}}
</p>
</div>
 
{% elsif comment.author.role == 'end_user' %}
 
 <p style="float:left;background: #e9eff5;margin-left: 36px;padding:10px;border-radius: 15px;">
   {{comment.created_at}}
   {{comment.created_at_with_time}}
   {{comment.author.name}}
   {{comment.value}}
   </p>
 
   Attachment:
   {% for attachment in comment.attachments %}
   {{attachment.filename}}
   {{attachment.url}}
 
   {% endfor %}
{% endif %}  <!-- Closing the IF condition for the comment's author role -->
{% endfor %}

0


Hi Daniel! I've have the same questions and I'm not satisfied with the options present in Continuous Conversations. What did you end up doing if anything?

0


Aaron We left it as-is I'm afraid  :^] 

0


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