问题
终端用户可在消息传送中手动请求在线交谈记录副本吗？我如何手动发送在线交谈记录副本给客户？客户可以自己请求获得在线交谈记录副本吗？
回答
专员和客户之间的在线交谈结束后，可以发送对话的记录副本。请按照以下“消息传送”或“实时在线交谈”部分中的步骤启用此工作流程。
消息传送
用户无法手动请求记录副本，但可以随时在消息传送小组件中查看整个对话。整个在线交谈记录副本仍将是工单评论的一部分，客户可通过电邮接收到工单评论。
此外，消息传送管理员可以将记录副本可见度设置为公开可见，并自动将记录副本包含在发送给客户的工单中。
实时在线交谈
专员可手动发送在线交谈记录副本，客户可手动请求获得记录副本。此外，管理员可使用电邮管道自动将在线交谈记录副本发送到特定的电邮地址。
手动发送记录副本
如果您是专员，则可以按照以下说明手动发送在线交谈记录副本：
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1.与客户在线交谈时，在右上角的在线交谈面板中单击操作。 2.单击导出记录副本。 |
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3.输入您要将在线交谈记录副本发送到的电邮地址。 4.单击用电邮发送记录副本。 |
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5.界面上将出现一个弹出确认消息：记录副本将在此对话结束后发送。 |
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手动请求记录副本
客户也可按照以下说明手动请求将记录副本发送到其收件箱：
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14 条评论
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!
0
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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