In Tidio, you have the option to request chat transcripts for each of your conversations. This feature allows you to preview the transcript, send it to your email address or export it in CSV format.
In this article, you'll learn:
- How to preview the transcript
- When Tidio sends transcripts automatically
- How to send the transcript to the email address manually
- How to export the transcript to the CSV format
Preview the transcript
To preview the chat transcript, head to your Inbox panel and open a chat conversation. You'll see the Visitor's details on the right side of the chat conversation panel. Click on the three dots menu and choose the Transcript Preview option.
A preview of the chat transcript will be displayed. You can now export it directly to the CSV format or copy the text to your clipboard.
Automatic send of chat transcripts
If a website visitor leaves before finishing a chat with the operator, Tidio will automatically send a chat transcript to the visitor who missed a message on live chat. The chat transcript will be sent after 15 minutes after leaving the website.
The email sent to a visitor includes:
- All unread messages on the top of the email
- Thread transcript to give full context to the visitor
Send transcript to the email address manually
To send the chat transcript to a chosen email address, open a chat conversation and look at the Visitor's details on the right side of the chat conversation panel. Click on the three dots menu and choose the Send Transcript option.
You'll now see a window asking you to specify the email address to which the transcript will be sent. Automatically, you'll see there your Tidio account email. You can change that email to any email you wish to send the chat to, for example, your Visitor's email address.
Click on the blue send button, and your transcript will be sent.
Below, you can see a preview of the transcript sent to the email address:
Export transcript to the CSV format
To export the chat transcript to a CSV format, open a chat conversation and look at the Visitor's details on the right side of the chat conversation panel. Click on the three dots menu and choose the Export Transcript to CSV option.
Once your file is downloaded, you'll see the transcript in the following form: