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(Last Updated On: July 10, 2019)

Our request email transcript feature allows visitors to enter their email during a chat with an agent, so they can receive a copy of the transcript for their records once it’s finished. (Please be aware that it is not live to everyone yet)

This is very easy to set up, but please be aware that for this feature to work, you need to have the Design Studio enabled.

On the admin dashboard, click on Settings, and head over to the Options section, and scroll down to the Emails to visitor section :

 

Enable the “Allow visitors to request transcript of the chat”, and also feel free to change the subject of the email the visitor will receive with their transcript.

Once this feature is enabled, the visitor will be able to request a transcript during the chat.

When the visitor clicks on that button, they will be presented with a menu, and they will click on the email chat transcript option.

If they have entered the email on the pre-chat form, or identified themselves, then the email will be pre-populated, otherwise, the visitor will be able to enter one email address.

The system will look for an email format, meaning an @ and a dot. If the formatting for the email is invalid, a warning will show, and it will not let you save the email. If the visitor has already identified themselves, for example through a pre-chat form, then the email will be pre-populated.

The agent will see that the visitor has requested the transcript to be sent, and they will also see the email address they’ve entered.

For the option to appear for the agent, the chat will need to be in progress.

The colour of the button is defined on the Design studio by the same colour of the “send button”.

The email will come from no-reply@snapengage.com, but if the visitor replies, it will get sent to whatever email address you set up under the “Reply to email address” field.

The email sent to the visitor will show as above.

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Published May 29, 2019