Question
Can end users manually request chat transcripts in messaging? How can I manually send chat transcripts to customers? Can customers request their chat transcript themselves?
Answer
After a chat between an agent and customer ends, send the transcript of the conversation. Enable this workflow following the steps in the messaging or Live chat sections below.
Messaging
Live chat
Users cannot manually request transcripts, but they can see the entire conversation in the messaging widget at any time. The entire chat transcript will still be a part of the ticket comments that the customer can receive through email.
Additionally, messaging admins canset transcript visibilitytoPublicvisibility and automatically include the transcript in a ticket to the customer.
Agents can manually send chat transcripts and customers can manually request transcripts. Additionally, admins can自动发送聊天记录和邮件皮普ingto a specific email address.
Manually send transcripts
If you are an agent, you can manually send chat transcripts by following the instructions below:
1. While chatting with a customer, on the chat panel at the top right, clickActions. 2. ClickExport transcript. |
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3. Enter the email address where you want to send the chat transcript. 4. ClickEmail transcript. |
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5. A pop-up confirmation messageTranscript will be sent after this conversation endswill appear. |
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Manually request transcripts
The customer can also manually request the transcript to be sent to their inbox by following the instructions below:
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12 Comments
Hi
We are working chat from Support platform, but we cant fin a way to manually send chat transcript.
Any tips?
嗨安德斯,
Thank you for posting a comment on our Community. As of the moment, the option to export the chat transcript during ongoing messaging conversation is not yet available. You can checkLimitations in the Zendesk Agent Workspacefor the complete details.
Thanks for this information, this is extremely helpful. However, it seems the above is applicable while the chat is still active only. Can you walk me through sending the chat transcript after the chat has ended as well?
I can see we have an option to 'Print Ticket' but it shows the internal notes which are unnecessary for the customer to see.
Thank you.
Hi Yrwyn!
I would recommend configuring your Zendesk toproduce the chat transcript as a visible commenton a ticket created from chat. This will automatically email them their chat transcript on the created chat ticket.
Otherwise, the only manual option to send the transcript would have to be during the chat.
Thank you.
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 articleLimitations in the Zendesk Agent Workspacemakes 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?
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.
Hello :)
How can I know for sure if the transcript was sent to the user? In Ticket events or somewhere?
Thanks
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
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 visibilityfor 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 pipingfor more information.
Thank you and have a wonderful day ahead!
Kind regards,
Hello@...
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
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,
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.
Pleasesign into leave a comment.