# Allow for customization of chat transcript email

**URL:** <https://community.hubspot.com/t/allow-for-customization-of-chat-transcript-email/9569>\
**Category:** HubSpot Ideas\
**Tags:** conversations-inbox\
**Created:** [July 24, 2018, 1:19pm UTC](https://community.hubspot.com/t/allow-for-customization-of-chat-transcript-email/9569 "2018-07-24T13:19:11Z")\
**Posts on this page:** 1\
**Showing post:** 4

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**Author:** ![mmaddux](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/mmaddux/32/29368_2.png) [@mmaddux](https://community.hubspot.com/u/mmaddux)\
**Post date:** [November 6, 2018, 9:29pm UTC](https://community.hubspot.com/t/allow-for-customization-of-chat-transcript-email/9569/4 "2018-11-06T21:29:26Z")

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**Keeping “Conversations” within a team inbox seems important.**

Currently, if a representative applies to a chat after a visitor has left the website the visitor will receive an email sent from the representative who replied. If the visitor replies to the chat transcript from within their inbox the conversation becomes a direct one conversation with the representative. This workflow removes the conversation from “Conversations” and defeats the purpose of team support.

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_[View the full topic](https://community.hubspot.com/t/allow-for-customization-of-chat-transcript-email/9569)._