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.
- Each Channel can be connected for SMS, Live Chat, or Facebook Messenger, and you can configure email notifications by messaging type.
- Fore messaging type, the “Deliver Copy of Chat for” drop down lets you set this option for Live Chat or SMS type of sessions.
SMS Notifications
For the “Deliver Copy of Chat for” option, select “SMS”. Enter the email(s) you’d like a copy of the text conversations sent to. Emails will send a digest of all messages within a 5 minute time spam and not individual texts.
Live Chat Notifications
For the “Deliver Copy of Chat for” option, select “Live Chat”.
Enter the email(s) you’d like a copy of the text conversations sent to. Decide 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.