Receive conversation transcript emails

In addition to integrating with help desk systems, flows can be configured to send email transcripts of user conversations.

You can send transcripts for every conversation, for only escalated conversations, or both to different addresses.

See Understand escalation for more information on escalation.

Send email transcripts for every conversation that occurs

1. Open the flow for which you want to receive transcript emails.
2. Click the settings button in the top right toolbar to open the flow settings panel.
3. Find the "SESSION SUMMARY" section.
4. In the "Transcript email recipients" field, enter all email addresses that should receive transcript emails.

Send email transcripts for escalated conversations

1. Open the flow for which you want to receive transcript emails.
2. Click the settings button in the top right toolbar to open the flow settings panel.
3. Find the "ESCALATION" section.
4. In the "Escalation email recipients" field, enter all email addresses that should receive escalation transcript emails.

Gather more information during escalation

1. Open the flow for which you want to gather more information during escalation.
2. Double-click the canvas background to add a new node.
3. Select the "Message" node type.
4. The node is created and selected for editing.
5. Enter a relevant title to display to the user, such as "Please fill in this contact form".
6. Set the option label to a relevant value, such as "Submit".
7. Enter any additional information to display to the user in the "Description" box, such as "Let us know how to reach you and what we can help you with."
8. Click "Add form" at the bottom of the edit panel.
9. Click "ADD NEW FIELD" at the bottom of the "Form" section.
10. Select an appropriate field type for the type of information you are looking for. For example, if you want to add a field for the user to supply their email address, choose "Text field".
11. Specify a form data key for this field. This is an internal-only identifier that will not be shown to the user and allows you to reuse fields in different escalation paths. For example, if you have multiple escalation paths that each ask the user for their email, you can use the form data key email for that field in each form. (See Understand form data for more information.)
12. Specify a label for this field. This will be shown to the user to indicate what information should be entered into the field. For example, if the user should supply their email address, you can use the label "Email address".
13. If the user should be required to fill in this field, check the "Required" box.

Note that the more fields you require, the more work the user has to go through to escalate their issue. Consequently, we recommend that in most cases you should only require enough information to contact the user, such as their email address.

Keep in mind that any answers or choices the user has made in the flow so far will also be part of the transcript and it's best to avoid asking the user to repeat themselves.

14. Depending on the field type, there may be other options to set. Set them as appropriate for this field.
15. Repeat steps 9 through 14 for every field you want to be in the form.
16. Connect your new message node to the appropriate part of the flow.
17. Click "PUBLISH" in the top right toolbar to save your changes.

Now when a conversation on this flow reaches this node, the user will be prompted to fill in the form you created. Their answers will be part of the conversation transcript.