Think about the last time you wanted to keep a conversation. A visitor gets the perfect answer at the end of a long day and wants to find it again next week. A manager wants one tricky exchange in her inbox for tomorrow's team meeting. A workflow finishes a booking and should quietly send the details to the right person. In each of these moments, an emailed transcript is the small, friendly bridge between a conversation and the person who needs it.

Velaro Messaging (V27) gives you four ways to email a transcript. This guide introduces each one, shows you where to find it, and explains what the email contains. Everything here describes what you can use today.

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The four ways at a glance

1. The visitor menu in your chat widget. Visitors choose Send transcript and type an address.
2. The Reports transcript window. Open any conversation from Reports and email its transcript to one or more addresses.
3. The Conversations transcript panel. Agents send transcripts of current, selected, or all conversations from the conversation view.
4. The workflow Send Email step. Add a transcript to an automated email, to any address you choose.

Pick the one that fits the moment, or use several together. They all draw on the same saved conversation record, so what people receive is consistent no matter which door they used.

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1. The visitor menu: Send transcript

Visitors are often the people who most want a copy. They asked the question, so they are the ones who benefit from keeping the answer. The widget makes that easy.

What the visitor sees

1. Inside the chat widget, they open the menu.
2. They choose Send transcript.
3. A small box asks for an Email address.
4. They enter their address and send.

If the address is not valid, a friendly note asks them to check it. If something goes wrong on the way, the widget tells them it could not send the transcript and invites them to try again. When it works, they receive an email with the conversation.

The menu item appears once a conversation has started, because there has to be a conversation to send.

Turning it on for your site

An administrator controls this with a messenger setting called Enable Email Transcript. You will find it in the Messaging area, under Chat Window, in the Appearance settings, on the Conversation tab. Turn the toggle on, and the menu item appears for your visitors. Turn it off, and the item is hidden, which suits organizations that prefer transcripts to stay inside approved systems.

When the toggle is on, a short group of text fields appears under it so you can adjust the wording of the email box that visitors see. This is a lovely place to add a sentence in your own voice.

Changing the words on the menu item

By default, the menu item reads Send transcript. If you would like it to say something else, you can edit the menu email transcript text in your language settings (the field is called menuEmailTranscriptText). That also means each language you support can show its own wording, so visitors see the menu in the language they speak.

What the email contains

The email contains the messages visitors and your team exchanged, in order, with who said what and when. Notes that are meant for your team only, such as internal coaching notes, are left out, so a transcript is always safe to share with the visitor.

Timing

Visitors receive the transcript of the conversation as it stands when they send the request. If the conversation continues afterward, later messages are not part of that email.

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2. The Reports transcript window

Sometimes the person who needs a transcript is someone other than the visitor: a supervisor reviewing a conversation, a teammate in another department, a customer who asked your team by phone for a copy.

How to use it

1. Go to Reports, then Conversations.
2. Find the conversation in the list. The transcript button on each row is labeled to show the full transcript, surveys, and visitor information.
3. In the transcript window that opens, choose the email action.
4. Enter one or more email addresses, separated by commas.
5. Send.

You will see a confirmation that the transcript was emailed to the addresses you entered. If an address is not valid, you will be asked to enter at least one valid address before anything is sent.

This is a wonderful tool for quality reviews and coaching, because it puts a specific conversation in front of the right person without anyone needing a login to Velaro.

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3. The Conversations transcript panel

When agents are working in the Conversations area, a Send transcript button sits in the conversation header. It opens a panel titled Select Conversation, where the agent chooses what to send:

• Current Conversation, the one on screen.
• Selected Conversations, a handful you have picked.
• All Conversations, everything in the list.

When the agent confirms, Velaro emails the transcript or transcripts, and a message lets them know it was sent successfully. If something prevents the send, the agent sees a short message inviting them to try again, or to check their connection.

This panel sends to the agent's own email address. That makes it a handy way to keep a copy of a conversation for follow-up, to forward to a colleague, or to attach to a ticket.

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4. The workflow Send Email step

Workflows let you automate the moments that would otherwise need a human to remember. If a workflow includes a Send Email step, you can have it email the conversation transcript as part of the flow.

How to set it up

1. Open the workflow in the Workflows editor and add or select a Send Email step.
2. In the Email To field, enter the recipient. You can type an address, or insert a variable (for example, the email of the contact in the conversation) from the variable picker.
3. Turn on Send Conversation Transcript.
4. Save and publish the workflow.

When Send Conversation Transcript is on, the email carries the transcript, so you do not need to write a subject or message body for it. Velaro takes care of that part. If you would rather write your own message, leave the toggle off and compose the email in the usual way.

Good to know

• The step needs a recipient. If the Email To field is empty, the step is skipped and the workflow carries on with its next step, so your visitor's experience is never interrupted.
• The step belongs to a conversation, so it works best in workflows that run inside a chat or message thread.

A few ideas to get you started:

• After a support conversation is resolved, send the transcript to your quality inbox.
• When a visitor shares their email in a form, send them a copy of what was discussed.
• Route conversations about a certain topic to the team that owns it, with the transcript attached for context.

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Frequently asked questions

The Send transcript item is not in my widget menu. Why?

Check that Enable Email Transcript is turned on in Messaging, Chat Window, Appearance, Conversation. The item also shows up only after a conversation has started.

Can I rename the Send transcript menu item?

Yes. Edit the menu email transcript text in your language settings. Each language can have its own wording.

Will internal notes appear in a transcript?

Transcripts that visitors request from the widget leave out messages meant only for your team.

Who receives a transcript sent from the Conversations panel?

The agent who sent it. It goes to that agent's own email address.

Who receives a transcript sent from Reports?

Whoever you list. Enter one address or several, separated by commas.

A visitor says the transcript did not arrive. What should we check?

Start with the visitor's spam or junk folder, and confirm the address they typed. Transcripts that were requested are sent as soon as the request is made, so if the address was correct, the email is usually there within a minute or two. If it still does not appear, reach out to Velaro Support with the conversation time and your site, and we will help.

Does emailing a transcript change anything in my archive?

No. Emailing is a copy. Your stored conversation stays exactly as it was, and you can email it as many times as you like.

Can I keep transcripts out of email entirely?

Yes. Turn off Enable Email Transcript for visitors and use the workflow step only where you want it.

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A quick checklist for administrators

• Turn on Enable Email Transcript in Messaging, Chat Window, Appearance, Conversation if you want visitors to ask for their own copy.
• Add your preferred menu wording for each language you support.
• Show your team the transcript button in Reports and the Send transcript button in Conversations.
• Add a Send Email step with Send Conversation Transcript to workflows where a copy should go out automatically.

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Need a hand?

If you would like help choosing the best way to share transcripts with your visitors and your team, Velaro Support is always happy to look at it with you. Share your site and the conversation time, and we will be glad to help.