# Get chat transcripts by email

Source: https://frosvo.com/docs/chat-transcripts-by-email
Updated: 2026-10-21

Every finished chat is emailed to the people who want it, with the website's name first in the subject so you can tell sites apart at a glance.

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](/docs/chat-brand-names), 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

1. Click your picture, then **Settings → Account → Chat transcripts**.
2. 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](/docs/own-email-sending).

## 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](/docs/problems-and-alerts).
- **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](/docs/identify-signed-in-customers)).

Related: [the inbox](/docs/inbox) and [your team](/docs/team).

## Common questions

### When is a transcript sent?

When the chat is resolved, or when nobody has written for 30 minutes. Chats that ended more than a day ago are not sent, so switching this on never floods your inbox with history.

### Is the same chat emailed twice?

No. A chat is sent once; if it carries on and ends again, you get the new messages in another email.

### Who receives them?

Owners by default, and anyone who turns on "Email me the transcript of every chat" in their account.

### Can a transcript come from our own email address?

Yes. Connect the website's own mail server and transcripts go out through it.