How do chat transcripts work?
Crisp automatically sends chat transcripts to visitors and operators once a conversation ends. You can still adjust how those transcripts work.
Transcripts are emails sent to you and your users, that contain a record of a previous conversation. They are useful to keep copies of chats over time in a safe place (ie. an email mailbox).
Transcripts get automatically sent to a visitor and all agents, 1 hour after the last message was sent in the conversation.
The conversation is considered either closed or stalled, and thus an automatic transcript is sent.
To disable visitor transcripts, follow those steps:
Go to: https://app.crisp.chat
Go to your settings: click on the settings icon
Click on "Websites"
Click on your website
Click on "Chatbox & Emails settings"
Open "Email Settings"
Disable: "Email users transcripts of conversations"
To disable agent transcripts, follow those steps:
Go to: https://app.crisp.chat
Go to your settings: click on the settings icon
Click on "Notifications"
Disable: "Email me transcripts of conversations"
This only applies to your own Crisp account. Other agents in your team will still receive agent transcripts, accordingly to their notification settings.
Transcripts can be manually sent from the conversation in Crisp apps (even if disabled for both parties):
Go to: https://app.crisp.chat
Open the conversation for which you need to send the transcript email
At the bottom right, scroll down until you cross over "last browsed pages"
Click on either the "Email xxx a chat transcript" or to "Email me a transcript" choice
What do transcripts look like?
Transcripts are emails sent to you and your users, that contain a record of a previous conversation. They are useful to keep copies of chats over time in a safe place (ie. an email mailbox).
When do transcripts get sent?
Transcripts get automatically sent to a visitor and all agents, 1 hour after the last message was sent in the conversation.
The conversation is considered either closed or stalled, and thus an automatic transcript is sent.
How to disable visitor transcripts?
To disable visitor transcripts, follow those steps:
Go to: https://app.crisp.chat
Go to your settings: click on the settings icon
Click on "Websites"
Click on your website
Click on "Chatbox & Emails settings"
Open "Email Settings"
Disable: "Email users transcripts of conversations"
How to disable agent transcripts?
To disable agent transcripts, follow those steps:
Go to: https://app.crisp.chat
Go to your settings: click on the settings icon
Click on "Notifications"
Disable: "Email me transcripts of conversations"
This only applies to your own Crisp account. Other agents in your team will still receive agent transcripts, accordingly to their notification settings.
How to manually send transcripts?
Transcripts can be manually sent from the conversation in Crisp apps (even if disabled for both parties):
Go to: https://app.crisp.chat
Open the conversation for which you need to send the transcript email
At the bottom right, scroll down until you cross over "last browsed pages"
Click on either the "Email xxx a chat transcript" or to "Email me a transcript" choice
Updated on: 13/06/2022
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