How do chat transcripts work?What do transcripts look like?When do transcripts get sent?How to disable visitor transcripts?How to disable agent transcripts?How to manually send transcripts?

Crisp automatically sends chat transcripts to visitors and operators once a conversation ends. You can still adjust how those transcripts work.

Transcripts are emails sent to you and your users, that contain a record of a previous conversation. They are useful to keep copies of chats over time in a safe place (ie. an email mailbox).

Transcripts get automatically sent to a visitor and all agents, 1 hour after the last message was sent in the conversation.

The conversation is considered either closed or stalled, and thus an automatic transcript is sent.

To disable visitor transcripts, follow those steps:

Go to: https://app.crisp.chat

Go to your settings: click on the settings icon

Click on "Websites"

Click on your website

Click on "Chatbox & Emails settings"

Open "Email Settings"

Disable: "Email users transcripts of conversations"

To disable agent transcripts, follow those steps:

Go to: https://app.crisp.chat

Go to your settings: click on the settings icon

Click on "Notifications"

Disable: "Email me transcripts of conversations"

This only applies to your own Crisp account. Other agents in your team will still receive agent transcripts, accordingly to their notification settings.

Transcripts can be manually sent from the conversation in Crisp apps (even if disabled for both parties):

Go to: https://app.crisp.chat

Open the conversation for which you need to send the transcript email

At the bottom right, scroll down until you cross over "last browsed pages"

Click on either the "Email xxx a chat transcript" or to "Email me a transcript" choice

Updated on: 13/06/2022

Updated on: 19/07/2024

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