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Send chat transcript to customers

As a common practice in the support industry, the conversation between the live agent and the customer is sent to the customer (after the conversation ends) as a chat transcript that can be used as a reference for the customer.

Yellow.ai's Inbox provides an option to send the chat transcripts. Follow the steps below to enable chat transcript functionality:

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  • To send the chat transcript to the customers, the customer email ID must be present on the platform (Inbox > Chats > Contacts).
    • User/customer email ID can be fetched from the bot flows or the live agent can ask the customer for their email ID and add it in the chat details.
  • If there is no email ID available on the Contacts field, the chat transcript will not be sent to anyone.

  1. Open Inbox > Settings.

  2. Search and select Chat transcript.

  3. Enable Send ticket transcript to user.

  4. Default input box has the emails from which this chat transcript will be sent to the users.

    • Every account in the platform is provided with the default email address, you can select default from the drop-down list to use this email ID.
    • All the configured email IDs are available on the dropdown menu, depending on the preference of the business an email ID can be selected.

  5. Click Save.

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  1. After the live chat is Resolved, the transcript will automatically be sent to the customer.

    • Preview of the chat transcript (sent to the customer's email ID with the time stamp and the entire conversation):
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