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Chat Transcripts and Offline Messages

Comm100 Live Chat gives you a full record of chat transcripts and offline messages. You can easily access them in your live chat account, send them in an email, export them to your local drive, and more.

“The ability to review and analyze transcripts meant counseling standards are kept consistently high regardless of where the volunteer was physically located.”
National Eating Disorders Association

Lauren Smolar

Helpline Manager, National Eating Disorders Association

Complete Chat Transcript and Visitor Information

The chat transcript shows not only the dialog of a chat, but also the customer rating, agent comment, and visitor information. Visitor information includes contact details, geographic information, source, navigation behavior, and custom variables captured from your web pages. Screen shots and files transferred during a chat will all be saved as attachments to the chat transcript.

Complete Chat Transcript and Visitor Information

Auto Email Notification for Offline Messages

Automatic notification can be sent to designated emails to keep you informed of any incoming offline messages. This helps you follow up on the messages in a timely manner.

Auto Email Notification for Offline Messages

Send Transcript to Email

Chat transcripts can be sent to designated emails either automatically or manually as needed for purposes of follow-up or case sharing. You can also send a chat transcript to the visitor you chatted with upon request.

Send Transcript to Email

Email Transcript on the Visitor Side

You can give visitors the option to have their chat transcripts sent to designated emails at the end of the chat sessions.

Email Transcript on the Visitor Side

Check Visitor’s Past Interactions

All chats with and messages from an individual visitor are put together chronologically so that you can easily understand the past interactions between the visitor and your company.

Check Visitor's Past Interactions

Search Transcripts/Messages with Multiple Filters

Chat transcripts and offline messages can be searched by time range, department, agent, rating score, keywords, visitor segment, and customer ID in your account system (captured through Visitor SSO), as well as by each field in pre-chat survey, post-chat survey and agent wrap-up. With the search feature, you can easily find what you are looking for.

Search Transcripts/Messages with Multiple Filters

Export Transcripts/Messages

Chat transcripts and offline messages can be exported to your local drive as needed for purposes of case review, data analysis, or simply backup.

Export Transcripts/Messages

Comment on Chat Transcript

You can add a comment to a chat either during the chat session or afterwards when reviewing the chat transcript. A simple but informative comment can be very helpful when you are following up on a chat or handing it over to your colleague.

Comment on Chat Transcript

Send Chat Transcripts and Offline Messages with Your Own SMTP Server

You can choose whether your chat transcript and offline message emails should be sent out from the Comm100 SMTP server or your own SMTP server. If you choose to use your own SMTP server, your defined email address will be displayed as the From Address and the recipients won’t see the “on behalf of” information.

Send Chat Transcripts and Offline Messages with Your Own SMTP Server