Give people a copy of the conversation
When a conversation is finished, Vera.Support can email the whole exchange to the person you were talking to. They keep the answer, and you stop repeating yourself.
This is for you if customers come back asking what you told them last week, or if you want a written record in their inbox after every chat. It takes one setting, plus a button for the times you want to send a copy right now.
Step by step
Turn on the close message
Go to Settings > Messages & Forms > Close message. With it switched on, the transcript is sent automatically as soon as the conversation is archived.
Check the person has an email address
A transcript can only be sent if the user has an email address on their record. Without one, there is nowhere to send it, so nothing goes out.
Archive the conversation to send it
Archiving is what triggers the close message. When you have finished helping someone, archive the conversation and the transcript goes on its way.
Send a transcript by hand when you need to
Open the conversation and use the Transcript button at the top right. Agents can do this at any point, whether or not the close message is switched on.
Settings reference
| Setting | What it does |
|---|---|
| Close message | Automatically sends the conversation transcript by email when the conversation is archived, at Settings > Messages & Forms > Close message. |
| Transcript | A button at the top right of an open conversation that lets an agent send the transcript straight away. |
Good to know
No email address, no transcript
The transcript is only possible when the user has an email address. Someone who never left one will not receive anything, and neither the close message nor the Transcript button changes that.
Archiving is the trigger
The close message goes out when the conversation is archived. If you never archive your conversations, the transcript is never sent.
Translated chats send the translated text
If the conversation was translated, the transcript contains the translated messages. The customer reads it back in the language they saw during the chat.
The manual send is always available
The Transcript button works independently of the automatic setting. It helps when someone asks for a copy mid-conversation, or long after you replied.
Common questions
When exactly is the close message sent?
Why did a customer not get their transcript?
Can I send a transcript without archiving the conversation?
Which language will the transcript be in if the chat was translated?
Where do I find the setting?
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