Email conversations

Overview

AtomicX Chat can email conversation transcripts in two ways:

To your team: when a conversation completes, a copy of the full transcript is sent automatically to up to 3 email addresses you choose.
To your visitors: when a conversation ends, visitors can email themselves a copy from the chat widget.

You turn both options on for each chat widget, in the Email Conversation section of its configuration.

Steps

Send transcripts to your team

Go to Chat → Configurations.
Click Edit on the widget configuration you want to change.
Scroll to the Email Conversation section.
Check Email transcript on completion.
Under Destination email addresses, type an address and press Enter. It appears as a tag. Repeat for up to 3 addresses.
Click Update Configuration.

To remove an address, click the remove button on its tag. You can also press Backspace in the empty box to remove the last one.

Let visitors email themselves a copy

In the same Email Conversation section, check Allow visitors to email conversation.
Click Update Configuration.

When a conversation ends, the widget asks the visitor: "Want a copy of this conversation by email?"

If the visitor already gave their email address during the chat, they click Email me a copy.
If not, they enter an Email address and click Send to my email.

The address the visitor enters is saved to the conversation.

What the emails contain

Team email. The subject reads "New Conversation Completed" followed by the visitor's name (or "A visitor"). The email includes a summary with the visitor's name, email, and phone (when collected), the message count, the start and end times, and the duration. The full transcript follows, with each message labelled by sender.

Visitor email. The subject reads "Your Conversation with" followed by your chat title or business name. It contains a thank-you note and the full transcript.

When team emails are sent

A team email is sent only when a conversation is completed. For example:

The conversation reaches an End node in your workflow.
The visitor stops replying, but had already shared contact details such as an email address or phone number. The conversation is then closed automatically as completed.

If a visitor stops replying without sharing contact details, the conversation ends as Abandoned and no team email is sent.

Language of visitor emails

When a visitor uses another language, the transcript email's standard subject text, headings, sender labels and thank-you text follow the conversation's saved language. Each message in the transcript keeps its original wording, so a chat where the visitor switched languages can contain messages in more than one language. Team notification emails remain in English. See Chat languages and translations.

Tips

If you type an address that isn't valid, you'll see "Enter a valid email address." The same address can't be added twice, and you'll see "Maximum 3 addresses." if you try to add a fourth.
To notify more people, use a shared team inbox or distribution list as one of your 3 addresses.
If Email transcript on completion is on but no addresses are listed, no emails are sent.
Each widget configuration has its own email settings. If you run several widgets, set them up on each one.
You can always read any transcript in Chat → Conversations, even when email is turned off.