Home > Technical Support > Features and functions > Automation > Rules examples > How to send a transcript to an external address after chat/call is ended

How to send a transcript to an external address after chat/call is ended

Many of our clients would like to receive the transcript of either chat or call after it ends, though this possibility was mostly available for customers only.

However you can create a rule, that would automatically send transcripts directly to the predefined email address specified in the rule.

All you need to do is to create a rule, that would send an email to mail address you define after chat/call is ended using the {$lastMessageFromRequester}{*Last message from requester or chat/call transcript*} variable in the template of the email. 

Let us provide you with the example screenshot of the rule which can do this for you. In the example we used the conditions with the old status Calling and Chatting and the new status Open and Resolved.

Note: The new status Open has been used because some times agent can assign the chat / call during the communication with the customer and conversation like that ends with status Open instead of Resolved.

Simply create a rule and specify the email address you want the transcript to be sent to and add the {$lastMessageFromRequester}{*Last message from requester or chat/call transcript*} variable to the template.

You will now have all the transcripts stored and ready to be sent to any of your customers if needed.

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