Samuel_Polgar1 | 2021-02-08 06:11:10 UTC | #1
Hello Genesys Cloud
Most customers ask for the ability to email the customer a chat transcript. Please will this be available on the Web Messaging Channel?
Angelo_Cicchitto | 2021-02-08 09:32:51 UTC | #2
Hi @Samuel_Polgar1 thanks for using the new Messenger, we're happy to get more feedbacks. For now the email of conversation transcripts is not available out of the box: because of the persistent nature of Web Messaging (as opposed to ephemeral Chat sessions) the need for sending transcript should be less meaningful, as end users can reconnect to their ongoing conversations at any time and access their previous messages. The concept of making the transcript available to end-user is something we'll reconsider, in context of Web Messaging. Thanks!
Samuel_Polgar1 | 2021-02-08 21:25:01 UTC | #3
Hello Angelo
Thank you for your response and explanation on ephemeral vs persistent (72 hour) chat.
Some organisations are required by internal policies, potentially regulations and other reasons to send the chat transcript to the customer. Currently, some of our customers copy and paste/download the chat from the performance interaction history, and email out manually, which is manual, time-consuming, and requires the performance interaction history & download available for all agents (security concern). This is also challenging to sell to the customer in a pre-sales context when emailing the chat transcript is standard in many competing products.
JuanJaramillo | 2021-09-23 13:28:51 UTC | #4
Hi,
Is there other workaround for this? I have the same request, but we are going to do some integration using the API to obtain the recording of the conversation and we are going to paste it inside the body of the survey email.
Calvin_Yip | 2022-01-20 01:57:38 UTC | #5
Hi,
Same question here, except for copy and paste by the user themselves. Is there any other way to allow the external user to keep the conversation history by themselves? The question is for web chat but not messaging. Thank you!
Ryan_Schmidt | 2022-02-24 17:44:09 UTC | #6
Since it appears that Genesys is moving in the direction of web messaging over webchat long term, I think it should at least be an option after the 72 hour timeout happens so that if the customer does return after a longer time window they are still able to review what they spoke about including, sending out a survey with the chat.
This is a request I received from our business units as well for web chat 2.0.
Is this possible via API or more work intensive workaround that I could use to make this work with web messaging as we are looking to implement a chat bot with web messaging and want to be able to send a survey and transcript after the bot session is complete?
Angelo_Cicchitto | 2022-02-25 18:40:31 UTC | #7
Hi Ryan - you are raising a good use-case. Note that it is already possible to automatically trigger Genesys Survey when conversation times-out (after 72hours), this happens via Quality Policies. There is an open Idea for something similar to what you are asking, to automate flow logic when Agent disconnects. I think the same use-case can extend beyond Web Messaging, to all messaging channels potentially. Another angle to approach this today would be to research current Beta feature for Event Orchestration: This would enable use-case similar to what you are suggesting: detecting conversation event, and triggering workflow to execute logic.
Clayton_Curtis | 2022-10-27 21:25:19 UTC | #8
Really getting requests for transcript with messenger. please add this to the disconnect option which was definitely needed.
mramirezmi | 2022-11-17 01:22:21 UTC | #9
Two organisations have asked for this feature: send the chat transcript to customer.... Do you have any plans to include this feature?
Angelo_Cicchitto | 2022-11-17 07:36:56 UTC | #10
Hi - Web Messaging transcript can already be viewed online at the moment, as it's persisted, unlike Chat transcript which is temporary and disappears. We'll re-evaluate the send-by-email next year. https://genesyscloud.ideas.aha.io/ideas/DIG-I-119 https://genesyscloud.ideas.aha.io/ideas/DIG-I-880
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