Configure Chat Transcripts | Community
Skip to main content

Configure Chat Transcripts

  • April 25, 2017
  • 7 replies
  • 0 views
L

I'm not sure if I've been given the right information as I've had conflicting details so I'll raise this here and see where it goes.

Is there any way in which I can configure/brand the transcript that's sent to customers?

Currently it's an orange, plain template which is Zendesk out of the box. But I'd like to apply branding (logo, colours) and change the format of the email that's sent.

Is this possible, or is it something in your roadmap?

Thanks

    This topic has been closed for replies.

    7 replies

    R
    • Ramin12
    • April 26, 2017

    Hi there Lauren,

    Thanks for posting your question about the transcript customisation options.

    Currently, the standalone chat transcript email cannot be branded or customised (the orange/plain template).

    If you are using Support + Chat with the ticket integration turned on to send the transcript publicly to the customer, you can then customize the template within Support. You can learn more about those customizations options here: https://support.zendesk.com/hc/en-us/articles/203663236-Customizing-your-email-templates

    We have no immediate plans in the next 6-8 months to support customisation of the standalone Chat transcript email.

    Thanks,

    Ramin

    L
    • Lauren22
    • Author
    • April 26, 2017

    Thanks for getting back to me.

    This is interesting as I'd been advised that we had had this set up (for chat transcripts to be sent from Support, not Chat) so it looks like we're currently sending transcripts from Chat then. We've also been advised that we'll only be able to have one email template, does this mean that we'll be unable to have one template for generic customer emails and another template when sending a chat transcript? Or would we need to create a different Macro that inserts the chat transcript?

    Thanks

    R
    • Ramin12
    • April 27, 2017

    You can have the tickets be created and also have the option to send the unbranded orange one but it is manual (either via agent initiating or visitor requests for transcript on the widget).

    Currently, Support only handles one email template for the brand but would not support separate templates for customer emails and one for the chat transcript. Out of curiosity, can you let us know what you want to customize between the two templates?

    -Ramin 

    L
    • Lauren22
    • Author
    • May 31, 2017

    Well, really I'd be looking to have the transcripts sent from 'chat' be branded as we don't want to automatically send transcripts to customers.  If not that, perhaps a macro was the term I should have used as we'd potentially want to send enriched text above the transcript within the email that says "thanks for your chat, please find a copy of your transcript below" etc. We may, however, want to provide links to our chat and social messaging channels within the footer of certain email templates as not all customer queries can be managed by chat. So this could be an example of where we may want two templates, but this could also be a macro if that wasn't possible?

    L
    • Lauren22
    • Author
    • July 24, 2017

    Hi, could someone get back to me please?

    Nicole17
    • Nicole17
    • July 24, 2017

    Hi Lauren, 

    I see that you're currently receiving assistance via a support ticket. Let us know if you have any further questions!

    D
    • Dean17
    • July 22, 2019

    Hi all,

    Although you cannot rebrand the chat email transcript, we have now released the feature to hide the email transcript option in the Web Widget Chat UI.

    This is a setting JS API called "menuOptions" and it is documented here:

    https://developer.zendesk.com/embeddables/docs/widget/settings#menuoptions 

    This can be useful if you have strict branding requirements for your business and you need to remove the email transcript option. 

    Dean

     

     

    Terms & ConditionsCookie settingsAccessibility statement