Chat transcripts are email copies of a conversation that can be sent automatically or manually after an exchange.

Transcripts are useful when customers or agents need a record of what was discussed. Crisp can send them automatically after a conversation becomes inactive, and you can also trigger them manually when needed.

Understand what a transcript is

A transcript is an email that contains the content of a previous conversation.

It can be sent to the visitor, to agents, or manually to a chosen recipient depending on the settings and the action you take.

When automatic transcripts are sent

Crisp sends automatic transcripts after a conversation has been inactive for a while.

As a rule of thumb, the transcript is sent about 1 hour after the last message when the conversation is considered closed or stalled.

Disable transcripts for visitors

If you do not want visitors to receive transcript emails automatically:

1. Open Crisp.
2. Go to Settings → Email Settings → Email Behaviour.
3. Disable Email users transcripts of conversations.

Disable transcripts for agents

If you only want to stop transcript emails for yourself:

1. Open Crisp.
2. Go to Settings → Account → Notifications.
3. Disable Email me transcripts of conversations.

Send a transcript manually

You can also send a transcript manually from a conversation even if automatic transcripts are disabled.

1. Open the conversation.
2. Use the action menu in the top-left area of the conversation.
3. Click Send transcript....
4. Choose the recipient.

Updated on: 19/04/2026