Domanda
Gli utenti finali possono richiedere manualmente le trascrizioni delle chat nella messaggistica? Come posso inviare manualmente le trascrizioni delle chat ai clienti? I clienti possono richiedere da soli la trascrizione della chat?
Risposta
Invia la trascrizione della conversazione al termine di una chat tra un agente e un cliente. Abilita questo workflow seguendo i passaggi nelle sezioni di messaggistica o chat qui sotto.
Messaggistica
Gli utenti non possono richiedere la trascrizione manuale, ma possono vedere l'intera conversazione nel widget di messaggistica in qualsiasi momento. L'intera trascrizione della chat farà comunque parte dei commenti al ticket che il cliente può ricevere tramite email.
Inoltre, gli amministratori della messaggistica possono impostare la visibilità della trascrizione su Visibilità pubblica e includere automaticamente la trascrizione in un ticket per il cliente.
Chat
Gli agenti possono inviare manualmente le trascrizioni delle chat e i clienti possono richiedere le trascrizioni manualmente. Inoltre, gli amministratori possono inviare automaticamente le trascrizioni delle chat tramite piping via email a un indirizzo email specifico.
Invia trascrizioni manualmente
Gli agenti possono inviare manualmente le trascrizioni delle chat nel seguente modo:
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1. Mentre chatti con un cliente, nel pannello chat in alto a destra, fai clic su Azioni. 2. Fai clic su Esporta trascrizione. |
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3. Inserisci l'indirizzo email a cui vuoi inviare la trascrizione della chat. 4. Fai clic su Trascrizione email. |
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5. Al termine della conversazione verrà inviato un messaggio di conferma. |
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Richiedi manualmente le trascrizioni
Il cliente può anche richiedere manualmente l'invio della trascrizione alla propria casella di posta seguendo le istruzioni qui sotto:
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14 commenti
Gabriel Manlapig
At the moment, it is not possible to specifically customize the chat transcript email template. I can imagine, it would be incredibly helpful. I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.
I hope that answers your question. Thank you!
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Jared Naidu
Hi
Is there a way to modify the template of how chat transcripts are sent to customers?
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Ismail Adeyemi
When using the Actions> Email Transcript action from within Zendesk
It would be nice if the last email from one chat interaction isn't persisted, to avoid mistakenly sending a transcript to the last customer email.
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DJ Buenavista Jr.
Thank you for the email update. In regards to your question, the email transcript will be sent to the end user's registered email address, which they entered in the web widget to start a chat session.
From the Chat history, select the chat session and then over to the right side click on User Info to view the email address that was used.
Thank you!
Kind regards,
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WRO Jacuk-Zurak, Marta
Hello DJ Buenavista Jr.
Thank you very much for your comment. i checked my settings and I have it Transcript Visibility set to Public.
What I am asking is, if an agent sent manually a transcript (Action in chat window -> Export chat transcript), is it possible what email has been put there?
Thanks
Marta
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DJ Buenavista Jr.
Thank you for reaching out to Zendesk Support.
In regards to your concern, if you have the following setting, "Transcript Visibility" from the Chat dashboard set to Private, then it will only be visible to agents and not to the customers or end-users.
You need to make sure that the following is set to Public so that after the chat session, an email will be sent to the end-users along with a copy of the chat transcript. You. can check our article, Managing messaging transcript visibility for more information about this.
You also have the option to use email piping, you can have all chat transcripts from your Zendesk Chat sent to one or more email addresses. If you need more information about this, kindly check our article Automatically sending chat transcripts with email piping for more information.
Thank you and have a wonderful day ahead!
Kind regards,
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WRO Jacuk-Zurak, Marta
Hello,
Where I can check to which email address the transcript was sent? I can see in Chat product in the chat history -> transcript that "Agent has requested an email transcript." but there is no info there nor ticket events to which email address it was sent.
Thank you
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Piper
Hello :)
How can I know for sure if the transcript was sent to the user? In Ticket events or somewhere?
Thanks
1
Cheeny Aban
Hi Chad,
Yes, you are correct. End-users can no longer request chat transcripts during a messaging conversation. If the customer uses messaging, the chat transcript will stay on the widget that they can revisit anytime. Nonetheless, the chat transcript will still be part of the ticket comments once the ticket is generated, and the end-user will receive it via email.
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Chad Susa (Gravity CX - Zendesk Partner)
Cheeny - When using the Agent Workspace with messaging enabled, does this stop end users from requesting chats while chatting via the 'new' messaging widget. The article Limitations in the Zendesk Agent Workspace makes no mention if end users can request a transcript when chatting.
The below shows the Classic Widget from an end user perspective (with Agent Workspace enabled), they can request a transcript. But does the same apply when using the 'new' messaging widget with Agent Workspace enabled?
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