This article is about the Transcripts feature that allows you to share a documented version of a chat conversation with your buyer via email.

Access Rights needed: Instant Tools => Transcripts (View & Edit)

Step 1: Create a Transcript Template

To create a Transcript Template, visit Instant Tools => Transcripts:

Then click on the + Create New button:

A Transcript Creation window will open. Here, you need to fill in the following fields:

  • Name. This is your transcript's internal name, which will be visible to your team only.

  • Account to send Transcripts from. Here you need to choose one of your email-based integrations to send this transcript template from.

  • Subject. This is the subject of an email your customers will see in their mailbox.

  • Greeting. This is a field, where you can type a text your customers will see at the top of an email, prior to the transcript of a conversation itself.

  • Include Conversation Page information. Once active, a page a conversation started from will also be displayed in a transcript email.

Below is an example of what it looks like:

Step 2: Send a Transcript

Once a Transcript Template is created, you may use it anytime in Instant Messages conversations which have any email addresses associated.

First of all, you need to open a conversation with a customer you would like to send a transcript to.

Then, click on the Three-dots icon in front of the Customer name at the top right corner:

Two options will be available:

  1. Send a Chat Transcript

  2. Transform into a Ticket

Send a Chat Transcript

Once clicked, you need to choose a Transcript Template to use:

Once done, click on the Send a Chat Transcript button:

After sending a transcript, a note about this event will be created automatically in the Notes section:

Transform into a Ticket

Just like with the Transcript Sending, you need to choose a Transcript Template to use. Once done, click Transform Into a Ticket:

Once clicked, a Ticket Creation window will open, where all the basic fields are pre-populated already:

All you need to do is to check that all fields are correct and click the Create button at the bottom of the page. Just like with regular ticket creation, all the rest options like delaying, attachments, etc. are available to you here.

Still have questions?

We're here to help! If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via:

Chat: Click on the chat icon (lower right of the App)


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