A transcript is the whole conversation in one email: who the visitor was, where they were on your site, every message, and a link to open the chat in the desk.
What the email looks like
The subject starts with the website, then the visitor: for example KryoHost — Chat with Visitor 012 or KryoHost — Chat with Riley. If the website has a chat brand name, that name leads. The sender name follows the same rule, so with several websites you can see which one it came from before you open it.
Turn transcripts on or off for yourself
- Click your picture, then Settings → Account → Chat transcripts.
- Switch Email me the transcript of every chat on or off.
Owners get transcripts unless they switch them off. Other team members get them only if they switch them on. Outsourced agents and people who haven't confirmed their email never receive them.
When a transcript is sent
A chat is sent when it is resolved, or when it has been quiet for 30 minutes. Only chats a visitor took part in are sent: an unanswered greeting isn't a conversation. Chats older than 24 hours are skipped, so there is no flood of history when you start.
Send from your own address
By default transcripts come from Frosvo. To send them from your own mail server, see send email from your own address.
Common problems
- Nothing arrives. Check Settings → Account → Chat transcripts is on, look in spam, and make sure your email is confirmed. If email sending itself fails, the owner is told on the Problems page.
- The subject shows "Visitor 012". That is the visitor's number on that website until they give their name or email, or until your site tells Frosvo who is signed in (how).