This article explains how to send, download, and manage chat transcripts in Crisp.

A chat transcript is a copy of a conversation that you can send by email or keep for your records. Crisp can send transcripts automatically after a conversation becomes inactive, or you can share and export them manually from the Crisp shared inbox.

In this guide, you will learn how to:

• Understand chat transcripts → choose the right way to share or export a conversation
• Understand when automatic transcripts are sent → know when Crisp emails conversations automatically
• Manage automatic transcript emails → control transcripts for visitors and operators
• Send a transcript manually → share a conversation with a selected recipient
• Email a conversation as text → open the full transcript in your email client
• Download a transcript → keep a local copy of the conversation

Understand chat transcripts

A chat transcript contains the messages exchanged during a Crisp conversation.

Depending on what you need, Crisp provides several ways to share or keep a conversation:

Understand when automatic transcripts are sent

Crisp can automatically email a transcript after a conversation has been inactive for a while.

As a rule of thumb, the transcript is sent around 1 hour after the last message when the conversation is considered inactive.

Automatic transcripts can be managed separately for visitors and for your own operator account.

Manage automatic transcript emails

You can control whether customers and operators receive transcripts automatically.

Disable transcripts for visitors

To stop sending automatic transcript emails to visitors:

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

This setting applies to transcript emails sent automatically to customers.

Disable transcripts for your operator account

To stop receiving transcript emails yourself:

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

Send a transcript manually

You can share a transcript directly from any conversation, even when automatic transcripts are disabled.

To send a transcript:

1. Open the conversation in the Crisp Inbox
2. Open the action menu at the top of the conversation
3. Select Transcript
4. Choose the recipient

From this menu, you can send the transcript to yourself, to the customer, or to another email address.

This is useful when a customer or teammate needs a copy of a specific conversation without changing your automatic transcript settings.

Email a conversation as text

Select Email text transcript when you want to send the raw text of a conversation through your own email client.

Open the conversation, then go to Action menu → Transcript → Email text transcript.

Your default email application opens with:

• A pre-filled subject
• The conversation transcript in the email body
• Message timestamps and participants
• Links to shared files when available

You can review the content, add recipients, edit the email, and send it from your usual email account.

This format can be useful when the conversation needs to be shared outside Crisp or kept in another system.

Download a transcript

You can also download a conversation instead of sending it by email.

Open the conversation and go to Action menu → Transcript → Download.

The transcript is then saved locally so you can keep or share a copy outside Crisp.

Use Download when you need a local file, and Email text transcript when you want to send the conversation directly through your email client.

Frequently Asked Questions

Still have questions which were not covered in this article? Here is a collection of the most frequently asked questions on this topic.

What is the difference between Send transcript and Email text transcript?

Send transcript sends the Crisp transcript to a selected recipient.

Email text transcript opens the conversation as text in your default email client, where you can edit the message and choose the recipients yourself.

Can I edit an Email text transcript before sending it?

Yes. The transcript is added to a new message in your email client, so you can edit its content before sending it.

Can I send a transcript when automatic transcripts are disabled?

Yes. Disabling automatic transcript emails does not prevent you from sending or downloading a transcript manually.

Updated on: 18/08/2026