Vote 240  points

Steve Blackwell

Live Agent - Auto email chat transcript to customer upon chat completion

Applications, Service & Support

Under Point Threshold

Some previous live chat software we had used allowed the customer to automatically receive a copy of their chat transcription via email after the chat completed. 

We would love to see Salesforce Live Agent have similar functionality. Perhaps adding two options;
1) Always email chat transcript to customer
2) Allow customer to choose if they want to receive a transcript either before or after the chat

This would cut out the tremendous amount of manual worktime required for the agents to go into the chat history and manually email the transcripts after every single chat. In an environment with many chats going at once, this is very easy to forget!

3 years ago · 5 Comments ·Merge Idea · Report Abuse

Latest Comment from Product Management

Jonathan Aniano

Thanks for the suggestion, I'll keep you specific requests in mind.

In the meantime, you could setup a workflow rule to always e-mail the transcript of the case to the customer if you're storing the chat as a Case through the Salesforce CRM Chatlet.

Also, you can turn on the 'Allow visitor to Save Transcript' option in your Live Agent Deployment. This gives the customer the ability to download (not e-mail) the chat transcript right from the chat window.

3 years ago · Report Abuse

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