Some conversations are worth keeping the moment they finish. A visitor wants the answer in their inbox. The agent who handled the chat wants a copy for their notes. A manager wants every transcript to land in a shared mailbox. In Velaro Messaging (V27), each chat window can send the transcript for you, so nobody has to remember.

This guide explains the automatic transcript options, who receives the email, and what to expect.

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The three options

Every chat window has three optional settings. They are all off until you turn them on, so nothing changes for a chat window until you choose.

1. Send the transcript to the visitor. The visitor receives a copy at the email address Velaro has on file for them.
2. Send the transcript to the agent. The agent who handled the conversation receives a copy at their own email address.
3. Send the transcript to extra addresses. Add up to 5 more email addresses, such as a team inbox, a quality mailbox, or a manager. Each one receives a copy.

Use one, two, or all three. Each chat window keeps its own choices, so a sales chat window can send transcripts to your sales inbox while a support chat window sends them to the visitor.

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When it sends

The transcript is emailed when the chat ends, so the email holds the whole conversation from the first message to the last. Visitors and teammates get one complete transcript instead of a partial one.

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Who receives it

• The visitor receives a transcript when they have shared an email address during the conversation, for example through a pre-chat form or a bot question.
• The agent is the person who handled the conversation.
• Extra addresses are the ones you list for that chat window.

If the same address appears more than once, for example when the agent's address is also in your extra list, that person receives a single email.

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Adding extra addresses

The extra address list takes up to 5 email addresses. Velaro checks each address when you save it:

• Each entry must be a complete, valid email address, such as quality@yourcompany.com.
• Addresses are tidied up for you. Spaces are trimmed, capital letters are made lowercase, and repeated addresses are saved once.
• If an address is not valid, or you list more than 5, the save is not accepted and the message tells you which address to fix. Nothing is saved until the list is right, so you always know exactly who will receive transcripts.

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The Email transcript button for visitors

Automatic sending works alongside the Email transcript button in the visitor chat window. When that button is turned on for a chat window, visitors can also request their own copy whenever they like. You can use the button, the automatic options, or both.

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Frequently asked questions

Do the options start turned on?

No. All three start off. A chat window sends automatic transcripts only after you turn on at least one option for it.

Can I send transcripts to a shared mailbox?

Yes. Add the mailbox to the extra addresses for the chat window. You can add up to 5.

Will a visitor who did not share an email address receive a transcript?

No. The visitor option sends to the address Velaro has on file for them. The agent and extra address options send as usual.

Do the agent and the extra addresses receive the same transcript?

Yes. Everyone receives the same complete transcript of the conversation.

How is this different from the other ways to email a transcript?

You can also email a transcript from Reports, from the Conversations panel, from a workflow Send Email step, and from the visitor button. Those are actions someone takes on purpose. The automatic options send for you each time a chat ends. Many teams use both.

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Need a hand?

If you would like help choosing which transcripts go to whom, Velaro Support is glad to look at it with you. Share your site and the chat window you have in mind, and we will help you set it up.