Velaro can email a transcript of a chat to your agents, to your visitors, and to anyone else you name, such as a manager or a shared inbox. This article shows what each option does, where the email address comes from, and which combination fits your team.

There are two ways a transcript gets emailed:

• An agent sends one during a chat, using the email transcript button in the console.
• Velaro sends one automatically when the chat ends, based on the options you choose under Workflows.

You can use either one or both.

Agents emailing a transcript from the console

Agents see an email transcript button in the chat window. Use it when an agent wants a copy of the conversation sent to themselves or to a colleague.

If an agent requests a transcript while the chat is still going, Velaro waits and sends one complete transcript when the chat ends, so the email holds the whole conversation. If the chat has already ended, the transcript is sent right away.

To turn the button on or off for everyone on your account, go to Security > Chatting and change the agent email transcript setting. It is on by default.

Automatic emails when a chat ends

Go to Workflows > Post-chat action, choose the group, and look at the Email panel. Each group has its own settings, so set them for every group you want covered. Settings are not shared between groups. If you use chats that do not belong to a group, the account-level settings apply to those chats.

There are three options, and they work independently.

E-mail visitor. Sends the visitor a copy of the transcript after the chat ends. Velaro uses the address the visitor typed in the chat widget, the address from your pre-chat form or survey, or the address already saved on the visitor record. If none of these is on file, the visitor copy is skipped.

E-mail agents. Sends a copy to each agent who took part in the chat. Each agent receives it at the email address they use to log in to Velaro.

E-mail to. A list of addresses that receive every transcript for the group. Use it for a manager, a quality team, or a shared inbox. Separate several addresses with commas.

If the same address ends up on the list more than once for a chat, for example an agent who is also in the E-mail to list, that address receives one email.

Where each address comes from

What the email contains

Every email includes the conversation. The copy sent to a visitor does not include a link to the console. Agents and the E-mail to list receive a link back to the chat in the console.

The pre-chat and post-chat survey answers are shown according to your transcript email template settings. You can change the subject line, header, and logo in the same template.

Common setups

Shared inbox only. Put one address in E-mail to and leave the visitor and agents options off. Your team has one place to search every conversation.

Visitor copy only. Turn on E-mail visitor and leave the others off. Visitors get a record of the chat, and your agents' inboxes stay quiet. Only visitors with an address on file receive one.

Agents copy only. Turn on E-mail agents. Each agent receives the transcripts of chats they handled.

All three. Turn on E-mail visitor and E-mail agents, and add an address to E-mail to. Everyone involved has a copy.

Keeping inboxes manageable

• For busy groups, use E-mail to with a shared inbox and add a mailbox rule or folder for incoming transcripts, instead of turning on E-mail agents for everyone.
• Turn on E-mail visitor when you want visitors to have a record. It only sends when an address is on file, so it does not add noise for anonymous visitors.
• Agents can still send themselves a transcript from the chat window whenever they need one, even with E-mail agents off.

If a transcript does not arrive

• Check that the group you chatted in has the option turned on. Settings are per group.
• For a visitor copy, check that the visitor gave an address in the widget or form, or that one is on the visitor record. Without an address, no visitor copy is sent.
• Check the spam or junk folder for the recipient, and the address spelling in the E-mail to list.
• If a send does not go through when a chat ends, Velaro tries again automatically over the following period. If it still cannot be sent after repeated attempts, Velaro stops trying for that chat. The conversation itself remains in your Engagements history.

If you have checked these and a transcript still does not arrive, contact Velaro Support with the chat date and time and the group name.