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New Idea

Freshchat Copy all chat convo

Related products:Freshchat
  • December 7, 2023
  • 3 replies
  • 55 views
TerriB
Contributor
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We use Fresh for our communication with the customer, but we use our own CRM system to view issues on an order level basis. We note all communications on the CRM. 

One function that Freshchat doesnt have is a copy chat function where it copies the whole convo and this can then be easily pasted into a CRM. 

Can this be done? I know I can use the click to select, scroll and copy and paste etc, but a one click to copy function is much more time effective for an agent and avoids the messiness and trying to copy long amounts of text and the screen jumping etc. 

 

 

3 replies

TerriB
Contributor
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  • TerriB
  • Author
  • Contributor
  • April 22, 2024

Any idea if this will be considered yet?

M
Apprentice
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Hi @TerriB we're using the app Advanced Automations to copy the whole conversation to our CRM.
Apps - Freshchat

The Trigger is a Resolved conversation:

 

 

The Action is sending the transcript via email to the CRM email address that will log the conversation:



Depending on your CRM, the app Email Transcript might help too: Apps - Freshchat


Hope this helps. :)

    srikanthkarunakaran
    Skilled Expert
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    Hi @TerriB :

    Yes, FreshChat does not have direct copy function you are looking for, however you can able to send transcript of the conversation using our marketplace apps or APIs.

    Apps: 

    API:

    If you would like to export the conversation in raw format to your system, you can use extract API where you can specifically download ‘Chat Transcript Report’.

     

    Payload can be fetched here: https://developers.freshchat.com/api/#reports

     

    I hope this helps:)

    Senior Technical Product Specialist, Srikanth NK
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