Chat transcripts are a record of a conversation between a customer and an agent. It’s a great tool that allows your customers to keep their own copy of the conversation. Transcripts can be requested by customers or sent by agents. Read more about it below!
How can I send a chat transcript?
Customers can request a transcript if that option is enabled in the chat widget administration. Once they request a transcript, it will be automatically sent to the customer’s email address as soon as the conversation is closed.
Image 1. Client requests transcript from the chat widget
Alternatively, agents can send transcripts directly from their dashboard while they are chatting with the customer. For example:
Image 2. Send chat transcripts from Live
Agents can also manually forward chat transcripts from the conversation archive. Here’s how you can send a transcript of a closed conversation:
Step 1: Go to the Conversations tab. Select a specific closed conversation. Once you’ve done that, you will be able to see a record of this past interaction.
Step 2: Click on the little icon in the upper right corner (as circled below). This will open a little box asking you to confirm the cust0mer’s email address.
Image 3. Sending transcripts from the Conversations tab
Step 3: Fill in the required information and click “Send”. The transcript will be sent to the customer’s email, and it will look something like this:
Image 4. Chat transcript in your customer’s inbox