Skip to main content
Visit Freshworks.com Visit Freshworks

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.

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.

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

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.

I have some problem with e-mail.😣

To send chatbot transcripts via email without upgrading your plan, you can use webhooks and a third-party email service. Here’s how:

  1. Set Up a Webhook Endpoint:

    • Create a small web service (e.g., using AWS Lambda or Heroku) to handle webhook requests.
    • Configure your chatbot platform to send conversation transcripts to this webhook at the end of each chat.

  2. Send Emails with a Third-Party Service:

    • Use an email API like SendGrid or Mailgun to send the transcripts received by your webhook.
    • Here’s a simple example using SendGrid in Python:
 

python

Copy code

import os from sendgrid import SendGridAPIClient from sendgrid.helpers.mail import Mail def send_transcript_email(transcript): message = Mail( from_email='no-reply@yourdomain.com', to_emails='your-email@domain.com', subject='New Chatbot Transcript', plain_text_content=transcript) sg = SendGridAPIClient(os.environ.get('SENDGRID_API_KEY')) sg.send(message) def handle_webhook(request): transcript = request.json.get('transcript') send_transcript_email(transcript)

  1. Deploy and Test:
    • Deploy your webhook code.
    • Test by having a conversation on your chatbot to ensure the email is sent correctly.

This approach avoids the need for a costly plan upgrade and integrates seamlessly with your existing system.

In order to receive email notifications for chat transcripts at no extra cost, you can utilize a straightforward method by utilizing the Growth Plan. Create a rule in your CRM or ticketing system to track incoming emails from your chatbots' email address. Afterwards, set up the rule to automatically redirect these emails to the preferred address for human review. This strategy enables you to accomplish the goal of sending chat transcripts to a designated address without relying on FreshDesk or the Advanced Automations app, thereby saving on additional expenses.

Reply


Terms of Use