Configure download and email of chat transcripts

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Chat for Dynamics 365 Customer Service allows customers to download and email a copy of their chat transcripts. When your administrator enables download and email options, customers can download or request an email of their chat transcript at any time during a chat session. At the end of the conversation, customers can request a transcript. If the customer requests an email of the chat transcript, the email is sent at the end of the conversation.

Prerequisite: Administrators should set up mailboxes before enabling this feature, and must select the Allow other Dynamics 365 users to send email on your behalf checkbox for it to work. For more information, see Dynamics 365 Email Setup and Dynamics 365 Email tab options.

Download and email chat transcripts

To configure options to download and email chat transcripts for both customers and agents:

1. In Customer Service admin center or Omnichannel admin center (deprecated) app, select the workstream of the chat widget in which you want to configure the settings.

   Important

   Omnichannel admin center is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

2. Select Edit for the chat channel that you want to update, and then select the User features tab.

3. For Conversation transcripts, set the toggle to On, and then select the following check boxes:

   • Allow download of transcripts
   • Allow email of transcripts

4. Select a template in Email template.

5. Select a mailbox in From mailbox.

6. Select Save and close.

Customer experience

Customers can choose to download and email a copy of their chat transcript conversation from the chat window:

• Download the chat transcript: Select the download icon at the bottom of the chat screen.

  

• Email the chat transcript: Select the email icon at the bottom of the chat screen.

  1. Enter email address in pop-up window.

  2. Select Send to receive a copy of the chat transcript once the conversation ends.

  

  At the end of the chat conversation, the following window appears, reminding the customer they can either download or email a copy of their chat transcript to keep for themselves.

  

See also

Add a chat widget
Configure a pre-chat survey
Configure agent display name
Configure file attachment capability
Create quick replies
Create and manage operating hours
Create chat authentication settings
Embed chat widget in Power Apps portals