Automation -> Send email to customer

[glauberssoutodossantos]

Describe the solution you'd like

I would like that in the automation registration I had an option to send the email with the transcription of the conversation directly to the registered consumer's email.

Describe alternatives you've considered
Do an integration via API and webhook just to send the email to customer.

Additional context
For customer service operations, for reasons of complicity and transparency, it is necessary to send the email to the customer with the entire history of the conversation.

[vishnu-narayanan]

@glauberssoutodossantos Thank you for the feature request. This would be good to have. We will try to prioritize this in the coming sprints.

[vishnu-narayanan]

related: #5891

[tejaswinichile]

This can be added on the

1. conversation_created event; although it won't make much of a sense here.
2. conversation_updated, when it's resolved.
3. messages_created with the filter of incoming and outgoing message.

Limitations:

1. Not every customer would have email registered with us: We can drop those customer in the conversation
2. If we have the customer's email, not necessarily customer have added the correct email address[considering if user adds the wrong email address in widget chat]

Solution:
We should rely on the conditions that agent/admin adds in the account automation rule to send an email transcript to customer.
Make sure that email account doesn't get blocked so mostly add the filters with proper label [valid_customer/priority_customer] and when conversation is resolved then only send the email transcript.

cc @pranavrajs

[pranavrajs]

@tejaswinichile Sounds good. How do deal with spam here? This feature could be potentially used to spam customers.

[glauberssoutodossantos]

@pranavrajs

Hey,

I don't believe it would be a potential spam, because according to the use case it would be for the purpose of a service to send the email of the conversation to the costumer, in the email that he informed, with the all the conversation that he was interacting.

If it were the mass sending of emails or SMS, a marketing campaign or something like that, I would even agree, but it does not apply here.

[glauberssoutodossantos]

@pranavrajs

complementing my previous chat, today we actually have this option, but it depends on a manual action by the agent, which can lead to a human error of forgetting.

What I am proposing is to automate this process both via automation and via macro, to avoid human forgetfulness.

[pranavrajs]

@glauberssoutodossantos Thanks for the context. For this particular use case, I believe we can improve the existing automation rule here.

Right now, it asks directly for the email. Instead, we could have 3 options, 1 for automatically selecting the customer, another one for the agent, and a third, a random email address.

[da-avidid]

Hello,

I was looking for clarity on this transcript issue. I see on your website, linked below, that this automated transcript is a feature on the post resolution screen of the widget.

However, I do not see it on our end. Has this feature been added?

Thank you for your time.

• David

link: https://www.chatwoot.com/docs/user-guide/conversation-workflow

[tejaswinichile]

@da-avidid Have you checked your email, may be it has gotten into spam or something?

[tejaswinichile]

@pranavrajs @da-avidid

Right now, it asks directly for the email. Instead, we could have 3 options, 1 for automatically selecting the customer, another one for the agent, and a third, a random email address.

I am not sure about the random email address as it's already there, but sending it to the people involved in the conversation i.e, agent+mentions+contact, can be added, and we can add one cc email to account_admin.

Please let me know your thoughts about the same.

You can not put agents', mentions', or customers' email addresses in action. It would be taken automatically when automation runs on a particular conversation.

[da-avidid]

@da-avidid Have you checked your email, may be it has gotten into spam or something?

@tejaswinichile Hello! To be clear, I can email transcripts manually without issue. I was asking about the option to "Request a Conversation Transcript" after the chat has been ended. That little link doesn't show up in the chat widget after the conversation is closed.

Thank you for responding,

• David

[da-avidid]

In addition, I have been in contact with @pranavrajs through the Chatwoot website and I'll leave what he said there, just in case it helps any others who are experiencing the same issue.