Forums/Feature Requests
PlannedDoneNot planned
Email a Chat Trascript
Błażej Szperliński
suggested this on December 08, 2010 05:43 pm
Once the chat is finished, there should be an option to send the transcript by email. This could also be useful for help desk systems that accept/parse email ticket requests.
Comments
There is should be automated setting to receive transcript to email address.
Who should be receiving the chat transcript automatically - the operator or visitor?
"Who should be receiving the chat transcript automatically - the operator or visitor?"
There are definitely great benefits for both options. It should be a configurable panel choice to have all chat transcripts automatically emailed to the visitor. Likewise, it should be a configurable choice to have all chat transcripts automatically emailed to a specified internal address. Not necessarily the operator's email address, but 1 address for a copy of all transcripts to go to. This could be a way to have someone review transcripts for quality assurance, without giving them access to the Control Panel. Further, the transcripts could feed directly into your CRM system and append to customer records.
I think there should also be an option to offer the visitor and operator a choice to have transcript emailed. You could offer 3 choices in configuration, automatically email transcripts, never email transcripts, give visitors/operators option to email transcript at end of conversation.
This would be really useful, if it could have the customer fiefs included at the start so that they could be parsed. Any plans on this one?
Thanks
Russell
@Russell
Can you please explain in more details what exactly do you mean?
Hi guys!
This option is available! Now customer can easily send a chat transcript to a himself. All he has to do is click a little envelope and provide his email address. Simple as that!
Cheers!
Hi Szymon,
that was only part of the request, the other part is to allow the operator to email a transcript to someone at the end of the chat. Many of our chats are inquiries to products (leads for a sale), we'd like to be able to send those by email to a colleague in sales for follow up. Right now you have to click history which brings you to archives where you can then email the chat transcript. We'd like to see a little envelope or some direct way to email on the operator's chat screen too. Ideally we'd like to be able to maintain a list of regular contacts to email to, but even just an envelope would be a great help.
thanks
Sue
We are moving from providesupport chat platform and enjoy the feature of choosing to have all chat transcripts emailed to an admin user. This was a convenient way for us to audit and manage our staff's use and response to chat inquiries.
I have not found a way to do this, and from this thread, it sounds like it's not available?
@Sue
Right, we will think about that feature. However we feel that History button is quite enough. It opens archives only with the customer with whom you are talking right now and it gives you oportunity to see all previous chats with him. This way if you had a customer which gave you valueable information in few chats you are able to send them all to you sales team! ;)
@Health Testing Centers
You can email chat transcript one by one in https://panel.livechatinc.com/ > Archives, however if you would like to do that in bulk you will have to use our API - http://www.livechatinc.com/api/chats/. If you will have any questions about it our ITs are ready to help!
Best,
Szymon
2Szymon: Using API is good for advanced users, but many users would appreciate something more straightforward, simply option "Send chat transcripts for this Skill at the following email address automatically:"....
Agreed, this is a feature in BoldChat that we heavily relied on and assumed it would be apart of your standard package. We have several operators handling chats but after the chat is finished - a reviewer views the chat and hands it off in a rotation to a rep. We need this functionality.
Guys,
What's the purpose for sending the chat transcript to the operator's email if you just finished chatting with the visitor?
All chats can obviously be browsed in the control panel at any time...
Our purpose for it, is that our managers and C-level bosses read the chats on a daily basis. They do so while on their blackberrys (yes - don't ask) and through their email. They like to keep everything standard and normal so when we changed over from BoldChat, they wanted to keep that feature as well.
Ok, this idea is getting closer to the top of the to-do list ;)
We need this feature too (transcripts sent automatically to a certain email address) We use more communication channels (email, some internal message board) and it would be useful to have all chat transcripts in our email as it is easier to check communication history for users who use more email to communicate with us from time to time...
This feature has been added to the development roadmap and is expected to be released within coming weeks.
We will allow you to define the email address in the control panel - all chat transcripts will be forwarded there automatically after the chat session ends.
That's great news. This is a feature that our customers are requesting for their business owners and managers.
Looking forward to it. Might I also request that there be a control panel that allows the chat transcript to be sent in XML or JSON format? We will be feeding these into our customer information system and one of those formats would make parsing much more robust.
Mitch, you can fetch chats in JSON format from our API:
http://www.livechatinc.com/api/chats/
Arek - thanks. I'll probably go that route.
Forwarding chats to email address is now possible. Set it up in your control panel under Settings-> Advanced.
Great! thanks.
Perfect! Now would it be possible to somehow edit the Subject line of the letter containing the chat transcript? For example option to add some user variables would be absolutely perfect :-)
That would be great indeed. This way we can filter the customer id and automaticly link it in our CRM for instance.
Exactly! From the technical point of view it would not be such an issue, would it? :-)
Currently we are not planning to implement custom subject. The feature is a new addition and needs to live its life for some time :)
It seems extremely important to be able to send transcripts for different skills to different locations, rather than having all chats go to one or more e-mail address(es). Any plans to implement that type of functionality?
Currently not, Brent. If it's a crusial feature for you, you can retrieve chats filtered by skills using our API: http://www.livechatinc.com/api/chats/
Adding to this topic.
1. Current Default of the Post-Chat Survey, is a button to "Read the Chat."
This should have the option to Email Transcript
2. When editing the Post-Chat Survey, it is NOT currently possible to keep the "Read Chat" button, and have custom questions.
"Email Chat" should be an option that you can add. (assuming item 1 is added :)