Get full transcript of Chat Messages

When I get a chat that is not a sales chat I need to get the information to someone else, it would be easiest if I could email the transcript to them directly or if it was somewhere in Hubspot I could send them the link.  As it is set up right now the only person who can see that I chatted with someone is me, and it doesn't even show up in the persons profile. 

Thanks!

 

HubSpot updates
15 Replies
HubSpot Product Team
HubSpot Product Team
updated to: Idea Submitted

@staci1074 we do now have the ability to filter by Messages activity on the contact timeline! I'll leave this idea open for review of the feature request to have some sort of export conversation functionality.

Brett
New Contributor

This should be something fairly easy to setup to have a copy of the transcript sent to a designated email for additional follow up.  

 

Example:  Allow Messages to be set up to have a target email address in the BCC line so we can get copies of the transcript outside of Hubspot.

 

The system is already automated without our touching it to send the transcript anyhow, so it would be a simple coding on Admin access for Messages to allow a BCC email address to be added to the transcript.

HarrietG
Occasional Contributor

About half our chat messages are support requests rather than sales. I would like to be able to forward a help/support transcript to Zendesk for our support team to action. Or even just an email address and Zendesk can pick it up from there

stingom
New Contributor

Yes, I NEED the functionality to actually use the messages tool and stay compliant with my regulations.  PLEASE!!!!

Brett
New Contributor

 @hroberts Just curious if there is any updates on this?  Seems a fairly easy way to fix it based on the suggestion I added.

stingom
New Contributor

@hroberts - any update on this?

nathanlb91
Occasional Contributor

This is much needed - similar to @stingom we need these feature for risk & compliance. Been able to email transcripts is great but also being able to export them too so we can store them on our internal networks would be great.

Nwclark85
Regular Contributor

Totally agree with the points above, we get a lot of non-sales chats and these need to be sent to other people in the business and/or saved outside of HS

BrianSchmidt
New Contributor

Great idea. Plus exporting all chats would be great for analysis, etc.

HubSpot Product Team
HubSpot Product Team
updated to: Delivered

Hi all! I'm very pleased to announce that we now have the ability to manually send a chat transcript email to any contact in your portal. From the top of the chat thread > More drop down > "Send chat transcript" > Modal opens where you can select email to send to. If you are looking for something more robust (I saw some comment here about exporting), please file new posts with details about your use case and what you'd like to see so we can gauge interest and keep you updated on any work in that direction Smiley Happy