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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 Settings > Inbox.

  2. Search and select Send chat transcript. image

  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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