All Ideas

Idea Details

Post an Idea
630  Points
Under Point Threshold
Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

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

Applications, Service & Support

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!

Merge Idea · Flag

Latest Comment from Salesforce

  • Jonathan Aniano - 6 years ago

    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.
  • Upvotes
  • Downvotes



from AppExchange


Help us to keep IdeaExchange clean by pointing out overlapping ideas. We'll investigate your suggestion and merge the ideas if it makes sense.



Thanks for your merge suggestion. We will review it shortly and merge the ideas if applicable.

Salesforce takes abuse situations very seriously. Examples of abuse include but are not limited to posting of offensive language or fraudulent statements. To help us process your request as quickly as possible, please fill out the form below describing the situation. For privacy and security reasons, the final outcome of an abuse case may not be revealed to the person who reported it.


Thank you for your feedback. We take abuse seriously and will investigate this issue and take appropriate action.