Caution message before closing chat window prompting customer to save chat transcript
Customers have the option to download a chat transcript or have one emailed to them. Many times our customers choose to download the chat transcript but then don't save it before closing the chat window and lose the transcripts. They then need to contact us again to request that we resend them the chat transcript which is very time consuming. We'd like to see a caution message show up that asks them "Make sure to download your chat transcript or have it emailed to you before closing this window".
Kaci
shared this idea
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Malcolm
commented
This is a must-have standard functionality most contact centre solutions provide today. When capturing the email address of the client during the interaction, we would want to either automatically send the transcript of the conversation to the client when the agent solves and closes the interaction or show an option to email asking the client to confirm/update/enter their desired email address.