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Transcript option for agent?

Would it be possible to add a button in spark that would send a transcript of a customer chat to an email address? We have an online helpdesk that accepts email, and this would be a nice way to move chat transcripts to our online help desk.

I agree with this request. Maybe a developer can log it as a feature request?

This is actually a hidden configuration with Fastpath already. You can specify the following wildfire properties.

chat.transcript.subject

chat.transcript.from

chat.transcript.to

Doing this name/value pairing will send all finished conversations to the to email address.

Cheers,

Derek

Oh, make sure you have email configured on your server.

Hi Derek,

Was this the hidden option you were discussing with us on Tuesday? What form does it send the transcript in and does the metadata go too?

Thanks

Adam

Hi Adam,

Yes it is. All the metadata will be sent as well in the name/value pairs.

ex.

userID=johndoe

product=Wildfire

You can also append your own body (chat.transcript.body).

Cheers,

Derek

ddman wrote:

This is actually a hidden configuration with Fastpath already. You can specify the following wildfire properties.

chat.transcript.subject

chat.transcript.from

chat.transcript.to

Doing this name/value pairing will send all finished conversations to the to email address.

Is there (or could there be) some way to configure this per workgroup? We have one workgroup who would like transcripts mailed off to their manager, but other workgroups who don’t need transcripts or have different managers.

Hi sdh7,

At this time, it is not configurable per workgroup, but that’s a great feature request. I’ve file ENT-172 to add this feature.

Cheers,

Derek