Transcripts by email and print
Email or print a conversation transcript and choose which available files to include in the email.
What it is
A transcript is a readable copy of a conversation. You can email it where Email Transcript is available, or use the print control. Email transcripts can include selected conversation attachments.
Who uses it and why
Operators and supervisors send customers a record of advice or print a conversation for review. Visitors can request their own transcript when the chat experience provides that control. Developers supporting integrations should check the resulting transcript content and configured templates with Powerfront.
Where to find it
Open a supported conversation in History and choose Email Transcript. Print controls are available in the conversation view where enabled.
Powerfront manages templates under Settings › Chat › Transcript Email Templates and Transcript Print Templates and can change them for you. Visitors use the email or print controls offered by their chat theme.
How it works
- Open the conversation you want to share.
- Choose Email Transcript, enter or check the destination address, then select Send Email.
- If the files exceed the email budget, use the attachment selection prompt to reduce the selection or choose Send without attachments.
- Check the result before assuming that the email was sent.
Transcript dates use the applicable time-zone offset and date format. Standard email transcript retrieval excludes private and system messages. The operator pane's print action prints visible conversation windows and can include internal content visible to you, so check the preview before sharing it.
Email and print can have different templates. Without custom message templates, INSIDE uses its default layout.
Configure it
With the Settings role, grant Can email transcript to operators who need the action. Ask Powerfront to change Master Message Template, Operator Message Template and Visitor Message Template separately for email and print.
With the Settings role, use Allow Conversation ID in Transcript to include conversation identifiers in the default layout. Operators with the Settings role can change visitor theme and mobile settings, which control which visitor actions appear.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Show Print Icon | Settings › Chat › Chat Pane | website | Off | Settings role | Shows the visitor print control in the legacy chat pane. |
| Show Email Icon | Settings › Chat › Chat Pane | website | Off | Settings role | Shows the visitor email transcript control in the legacy chat pane. |
| Email Input Text | Settings › Chat › Chat Pane | website | Enter Your Email | Settings role | Sets localised email address input text in the legacy chat pane. |
| Email Transcript | Settings › Chat › Themes › Chat Pane › Settings | website | Off | Settings role | Shows the visitor email transcript control. |
| Print Transcript | Settings › Chat › Themes › Chat Pane › Settings | website | On for a new theme | Settings role | Shows the visitor print transcript control. |
| Disable Email for Mobile | Settings › Chat › Themes › Chat Pane › Settings | website | Off | Settings role | Hides the visitor email transcript control on mobile devices. |
| Disable Print for Mobile | Settings › Chat › Themes › Chat Pane › Settings | website | Off | Settings role | Hides the visitor print transcript control on mobile devices. |
| Email Transcript - Custom Icon | Settings › Chat › Themes › Icons | website | Not set | Settings role | Replaces the visitor email transcript icon. |
| Print Transcript - Custom Icon | Settings › Chat › Themes › Icons | website | Not set | Settings role | Replaces the visitor print transcript icon. |
| Email Input Text (For Email Transcript) | Settings › Chat › Themes › Chat Pane › Messages | website | Enter email to receive transcript | Settings role | Sets the localised text for the transcript email address input. |
| Email Transcript Label | Settings › Chat › Themes › Chat Pane › Messages | website | Email transcript | Settings role | Sets the localised visitor email transcript action label. |
| Print Transcript Label | Settings › Chat › Themes › Chat Pane › Messages | website | Print transcript | Settings role | Sets the localised visitor print transcript action label. |
| Master Message Template | Settings › Chat › Transcript Email Templates | website | Not set | Powerfront | Supplies the surrounding layout for emailed transcripts. |
| Operator Message Template | Settings › Chat › Transcript Email Templates | website | Not set | Powerfront | Supplies the layout for operator messages in emailed transcripts. |
| Visitor Message Template | Settings › Chat › Transcript Email Templates | website | Not set | Powerfront | Supplies the layout for visitor messages in emailed transcripts. |
| Master Message Template | Settings › Chat › Transcript Print Templates | website | Not set | Powerfront | Supplies the surrounding layout for printed transcripts. |
| Operator Message Template | Settings › Chat › Transcript Print Templates | website | Not set | Powerfront | Supplies the layout for operator messages in printed transcripts. |
| Visitor Message Template | Settings › Chat › Transcript Print Templates | website | Not set | Powerfront | Supplies the layout for visitor messages in printed transcripts. |
| Allow Conversation ID in Transcript | Settings › Chat › Chat Pane | website | Off | Settings role | Adds conversation identifiers to the default transcript layout. |
| Restrict print conversation | Settings › Chat › Chat Pane | website | Off | Settings role | Restricts transcript output to the current visible conversation selection. |
| Enable Print Transcripts on Mobile Devices | Settings › Chat › Chat Pane | website | Off | Settings role | Enables the visitor print transcript control on mobile devices in the legacy chat configuration. |
| Enable Email Transcripts on Mobile Devices | Settings › Chat › Chat Pane | website | Off | Settings role | Enables the visitor email transcript control on mobile devices in the legacy chat configuration. |
Permissions
| Permission | Lets you |
|---|---|
| Can email transcript | Allows the operator to use Email Transcript where that action is supported. |
| Can copy conversation | Allows the separate conversation copy action. |
Limits and good to know
- Email size includes the message body and encoded attachments. The default attachment budget is 25 MB, measured as 26,214,400 bytes; a collection below that raw total can still exceed the encoded mail limit.
- Voice transcripts do not include file attachments through this email attachment workflow.
- Selecting no files sends no attachments. Leaving the default selection retains available attachments, subject to size checks.
- Duplicate file references are combined before sending.
- Check the selected messages and destination before sharing. Do not assume every operator view, visitor view and custom template includes identical content.
Depends on and works with
View all connections as a list
This feature uses
- Website and regional settingsConfigured by
Website settings supply the transcript sender and reply-to email addresses.
- Roles and permissionsConfigured by
Operator permissions and administrative access control transcript actions and templates.
- Operator settingsConfigured by
Operator settings grant permission to email a conversation transcript.
- Attachments in conversationsEnhances
Available uploaded files can be included in the email.
- Conversation history and searchEnhances
History provides an operator entry point for transcript actions on stored conversations.
- Internal commentsRelated
Review audience rules because emailed and printed transcripts can include different messages.
- Visitor chat themes and brandingConfigured by
Theme settings control visitor transcript actions, labels and mobile visibility.
- Email and print transcripts for visitorsRelated
The visitor transcript guide explains customer email and print controls.
Used by
- History and message inspectionEnhances
Transcript email and print actions provide separate ways to take a copy where permitted.
- Internal commentsRelated
Check transcript content before sharing a conversation containing internal discussion.
- Conversation history and searchEnhances
Opened conversations can be printed or emailed where permitted.
- Redacting and permanently deleting conversation dataRelated
Previously shared transcripts need separate review when deleting sensitive conversation text.
- Email and print transcripts for visitorsRequires
Shared transcript services assemble and deliver the conversation export.
- Email send cancellation and delivery failuresRelated
Transcript emails use a separate size check that includes encoding overhead.
FAQ and troubleshooting
Why is Email Transcript missing?
Check Can email transcript, the conversation's platform and whether the current view supports this action.
Why does the transcript email exceed the limit?
Email encoding and the message body add to file sizes. Remove some attachments or use Send without attachments.
Why does the printed copy look different from the email?
Print and email have separate templates. Ask Powerfront to review both template sets.