Visit Freshworks.com Visit Freshworks
Question

FreshChat Conversation Email

F
Rank
Badge

This feels basic but I’m really struggling!

I have a few chatbots setup for our website that give or gather different pieces of information (like customer details) and resolve the chat. Works great and fully automated. We have no live agents and don’t need any in our case.

I’d like the transcripts / conversations send out by email to a specific address though so that a human can follow up on each at a later point. The conversation will have any information needed.

We don’t use FreshDesk and have a specialist CRM/ticketing platform so email fits for now.

I’m on the Growth Plan. I can see there is an app called Advanced Automations which might help but I need Pro or Enterprise to use it which is a lot of extra cost to get an email notification.

Thanks for any help.

3 replies

alyssia.correa
Rank
Userlevel 7
Badge +7

Hello @fieldshape - thanks for your query! I’ve tagged @srikanthkarunakaran our Freshchat Product specialist to help resolve your issue. Please let us know if there’s anything else we can support with.

Ally, Freshworks Community Manager
F
Rank
Badge

Hi @alyssia.correa @srikanthkarunakaran any ideas on this one?

srikanthkarunakaran
Userlevel 2
Badge +3

Hello @fieldshape:

I understand you would like to get conversation transcript over an email for followups and its interesting you have researched and explored options.

As you said, we can use Advanced Automation app to export the transcript to any email of your choice or convert the chat to ticket in Freshdesk to followup.

We also do have an app to export named - “Email Transcript” which would also allow you to export the data and share it to your email. Please do check the link here: https://crmsupport.freshworks.com/en/support/solutions/articles/50000004369-how-to-get-email-transcripts-of-your-conversations-on-freshchat

However, once again all these apps are part of Pro and above plans and unfortunately, its not available in Pro.

I understand you would be feel about the extra cost to upgrade the plan, however you are not just getting the apps, but you are getting multitude of Pro features like IntelliAssign to auto assign chats, tackle any offline chats, make more automation stuffs to make your work easier

Considering the above situation, I would suggest you to upgrade the plan to optimise your work follow and send emails.

Thank you.

Technical Product Specialist, Srikanth NK

Reply


Terms of UseCookie settings