A good conversation deserves a good record. Maybe your visitor wants to keep the answer your agent just gave them. Maybe your team lead wants the full exchange in her inbox before the next shift. Maybe a customer simply asked, "Can I get a copy of this?" Velaro Live Chat (V10) makes all of these easy, and it does so in a way that keeps every copy accurate and consistent.

This guide tells the story of how an emailed transcript comes to life, who can send one, where to turn each option on, and what to expect along the way. It also includes a short list of answers for the questions that come up most often.

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The idea behind it: one record, built once, shared everywhere

When a chat finishes, Velaro builds one complete transcript and archives it. That single step is the heart of the whole system, and it is worth a moment because it explains so much about how emailed transcripts behave.

Every organization treats conversations differently:

• Some teams do not keep transcripts at all, because of confidentiality, HIPAA, or other privacy commitments.
• Some teams post each transcript to another system, such as a document store or an internal tool.
• Some teams push each transcript into a CRM so the conversation lives beside the customer record.
• Many teams do a bit of each, and also want a copy in someone's inbox.

Rather than building a separate process for every one of these, Velaro finishes the chat, assembles the complete record one time, and then hands that same record to every destination you have chosen. Your email copy, your CRM note, and your archive all say exactly the same thing, because they all come from the same source at the same moment.

If you do not store transcripts, that choice is respected. Emailed transcripts are simply one more destination that you decide to turn on, or leave off, to fit how your organization works.

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Three ways a transcript gets emailed

There are three paths, and each one fits a different moment.

1. Automatically after every chat, set once by an administrator.
2. On request, when a visitor asks for a copy through the chat menu.
3. By an agent, who sends a copy straight from the chat toolbar.

Let us walk through each.

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1. Automatic transcripts after a chat

This is the set-it-and-forget-it option. Once it is on, every chat in the chosen group sends its transcript the moment the chat ends and is archived. Nobody has to remember to do anything.

Where to find it: Admin, then Workflows, then Post Chat Action.

You will see two checkboxes:

• E-mail agents. The agents who took part in the chat each receive a copy of the transcript at their sign-in email address.
• E-mail visitor. The visitor receives a copy at the email address Velaro has on file for them for that chat. This works best when your pre-chat form asks for an email address, so there is something to send to.

These settings belong to a chat group, so each group can follow its own habits. Your support group might email agents and visitors, while your sales group emails only agents. Choose the group at the top of the page, set the boxes the way you like, and save.

A helpful tip: if your visitors never give an email address, the visitor option has nowhere to deliver. Adding an email field to your pre-chat form, or letting visitors ask for a transcript from the chat menu (described next), fills that gap nicely.

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2. Visitors asking for a transcript from the chat menu

Sometimes a visitor wants a copy even though you have not turned on automatic sending. For that, the chat window can offer an Email Transcript item in its menu.

Here is what a visitor sees:

1. They open the menu inside the chat window and choose Email Transcript.
2. A small form appears with the prompt Enter your email address.
3. They type their address and submit it.

Now for the part that is easy to miss, and worth knowing so you can explain it kindly to visitors: the transcript is not emailed at that very second. Velaro keeps the request safe, and the email goes out when the chat ends. That way the visitor receives the full conversation from the first hello to the last goodbye, not a half-finished snapshot.

This is also why you may see a visitor ask and then, a little later, receive the email only once the conversation has wrapped up. Everything is working just as designed.

The wording on the menu item and the form can be adjusted in your chat design settings, so it can match the way you like to speak to your visitors.

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3. Agents sending a copy from the chat toolbar

Agents can send a copy of a chat to an email address directly from the chat window. Look in the toolbar above the message box for the envelope button. Hovering over it shows Email a copy of the transcript.

Click it, enter the address, and send.

Making the button available: this is a site-level setting that an administrator controls. Go to Admin, then Account, then Security, then Chatting, then Agents, and turn on Allow agents to e-mail transcripts. When it is on, the envelope button appears for your agents. When it is off, the button is simply hidden, which is helpful for organizations that prefer transcripts to travel only through approved channels.

What to expect when sending in the middle of a chat

This is the part we most want agents to feel comfortable with. If you send a copy while the chat is still going, the email reflects the conversation up to that moment. It is a faithful picture of everything said so far.

Messages that arrive after you press send will not be in that email. That is perfectly normal, and there is a gentle safety net: if E-mail agents or E-mail visitor is turned on for the group, the full transcript follows automatically when the chat ends. So an early copy never replaces the complete one. It simply gets someone the information a little sooner.

A good habit for agents: if the visitor asks, "Can you send me that?" during the chat, go ahead and send a copy right then, and let them know the full transcript will arrive at the end if automatic sending is on.

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Resending a transcript after a chat has ended

Everyone loses an email now and then. A folder rule moves it, a spam filter gets curious, or someone typed the address with one letter off. If a transcript needs to go out again after the chat is over, our support team is glad to help and can resend it for you.

To make it quick, send us:

• The domain of your Velaro site (for example, yourcompany.com).
• The date and time the chat ended, with your time zone.
• The email address that should receive the copy, double-checked for typos.

With those three details we can find the chat and send it along, usually within the same conversation.

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Frequently asked questions

"I did not get my transcript. What should I do?"

First, take a look at spam or junk folders, and at any "Promotions" or "Other" tabs your mail program uses. Next, confirm the address you typed, because a single missing letter is the most common reason. Then think about timing: transcripts are sent when the chat ends, so if the chat is still open, or only just closed, give it a few minutes. If it still has not arrived, contact support with the chat time and your domain, and we will resend it.

Does the visitor receive the transcript right away when they ask from the menu?

The request is saved right away, and the email goes out when the chat ends, so the visitor receives the complete conversation.

Can I send transcripts to agents but not to visitors?

Yes. The two Post Chat Action checkboxes are independent. Turn on only E-mail agents, only E-mail visitor, both, or neither.

Can different groups behave differently?

Yes. Post Chat Action settings are per chat group.

Our organization does not store chat transcripts. Can we still email them?

Yes. Storing, posting to another system, pushing to a CRM, and emailing are separate choices. Each one is a destination you can switch on or off.

Why is the envelope button missing for my agents?

An administrator controls it with Allow agents to e-mail transcripts under Admin, Account, Security, Chatting, Agents. Once that is on, the button appears in the chat toolbar.

Will an agent's mid-chat email include everything?

It includes the conversation up to the moment it was sent. If automatic sending is on, the full transcript follows when the chat ends.

Which email address do agents receive transcripts at?

The email address they use to sign in to Velaro.

Can I change the wording the visitor sees?

Yes. The text for the chat menu item can be edited in your chat design settings.

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A quick checklist for administrators

• Decide which chat groups should email transcripts automatically, and tick E-mail agents and E-mail visitor under Admin, Workflows, Post Chat Action.
• Make sure your pre-chat form collects an email address if you plan to email visitors.
• Turn on Allow agents to e-mail transcripts under Admin, Account, Security, Chatting, Agents if you want the toolbar envelope button.
• Offer the Email Transcript menu item to visitors who like to ask for their own copy.
• Share this guide with your agents so they know what a mid-chat copy contains.

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Need a hand?

If anything about your transcripts would feel better with a second pair of eyes, reach out to Velaro Support. Tell us your domain and roughly when the chat took place, and we will take it from there.