Tags
Automation & AILive ChatSMS
For email notifications (receiving a copy of Live Chat or SMS transcripts), please follow this:
- Log in as an Admin
- Go to Settings -> Notifications
- Scroll down to "Email Notifications by Channel"
and edit the Channel you'd like to configure notifications:
- You can enter one email or multiple inboxes to get a copy.
- “Deliver Copy of Chat for” lets you set this option for Live Chat or SMS type of sessions.
- …and pick when to deliver email transcripts, for “All Conversations”, “Leads Only”, or “None”:
All Conversations (sessions that may not capture emails/phone)
- Chatbots - chats that don't connect to Agents.
- Missed/Offline Chats - chats that tried to connect to an Agent but hit the offline flow.
- Completed Agent Chats - chats that have connected with a live Agent.
Leads Only (only sessions that have captured contact info)
- Chatbots - chats that don't connect to Agents.
- Missed/Offline Chats - chats that tried to connect to an Agent but hit the offline flow.
- Completed Agent Chats - chats that have connected with a live Agent.
None (disable notifications) - don't send emails.