Manually Sharing Chat Transcripts

Sujan Deswal Updated by Sujan Deswal

Sharing chat transcripts manually is useful to provide more context about an issue to your peers. Or this could be useful when a visitor has requested a text record of their conversation with the support agent for their future reference.

Note 1: Chat transcripts are only available when a chat is closed.
Note 2: Agents can manually share chat transcripts only if the chat inbox admin has enabled the options to “Let users manually trigger transcripts" to any email address or to visitors inside the Transcripts settings of the chat inbox.
  1. Under your chat inbox in the left-side panel of Gmail, select the “Closed chats” option.
  2. Navigate to the chat that you want to share > Click on the “Send Transcript” button near the top right corner.
  3. A dialog box will appear > Select the radio box option “Send transcript to any email address”.
  4. On clicking the radio box a field box will appear > Enter the email address that you want to send the chat transcript to. Alternatively, send the transcript to the visitor.
    Note 3: 'Send transcript to the visitor' option is only available if you have enabled Email capture form and Hiver captured the email address of the visitor when they initiated the chat
  5. Click on “Submit” to finish.

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