Why are chat transcripts not being delivered to my email inbox?

February 28th, 2019 | Troubleshooting FAQ
Issue you are experiencing

I have Automatically email chat transcripts for archiving or follow up enabled but chat transcripts aren’t arriving in my email inbox.

Possible Cause
  1. The email address specified in Comm100 is different than email inbox you are checking.
  2. You are trying to have transcripts sent to multiple email addresses but the format you have used to set this up is incorrect.
  3. You have not enabled transcripts to be sent for the right Campaign.
  4. You have required agents to complete the wrap-up fields and the chats you are looking for haven’t been wrapped up by your agents.

Potential Solution

  1. Login to your Comm100 Control Panel.
  2. Go to Campaign> Chat Window> Advanced and ensure that you have the right Campaign selected from the Campaign menu in the top right corner.
  3. Make sure the email address is correct. Check for typos.
  4. If you have multiple recipients set to receive chat transcripts separate them by Comma. For example: email1@domain.com , email2@domain.com , email3@domain.com etc.
  5. transcripts not being sent
  6. If Agent Wrap-Up is required, the transcript will be sent when the wrap-up form has been completed or 1 hour after the chat ends, whichever comes first.
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