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Status Under review
Created by Kaci Joslin
Created on Aug 26, 2022

Pre-Chat Survey Email Address Field Applied to Chat Transcript

With our current set up, customer enter their email address into the pre-chat survey.

After their chat concludes they get the option to download the chat transcript or to have it emailed to them. They are required to re-enter their email address in order to have the chat transcript emailed to them.

This seems like duplicative work on behalf of the customer since we've already obtained their email address in the pre-chat survey.