Sending a transcript to a customer

When a conversation ends, Talkfront can email the customer a copy of what was said.

Why it is worth having on

The value is the record rather than the reading. Somebody was given a price, a delivery date or a reference number, in a window that disappears the moment they navigate away. They need it next week, and by then the only place it exists is a chat they cannot get back to.

They gave you an email address to start the chat, so sending them what was said in it is within what they expected.

What has to be true

Three things, all of them checked before anything is sent:

1. The conversation has ended. Transcripts go at the end, not during.
2. You have an email address for them. Chats from a website with the pre-chat form switched off are often anonymous, and there is nowhere to send it. See chat form settings if you would like to start asking.
3. The website has it switched on. It is a per-website setting, so a site where this would be unwelcome can have it off while the others keep it.

What is in it

The conversation as the customer saw it: their messages and your replies, in order, with times.

Internal notes are not in it. Neither is anything else meant for your team only. The transcript contains what was already on their screen, and nothing that was not.

Turning it off

Settings → Websites → your site → Privacy. It is per website rather than per workspace, so switching it off for one does not affect the others.

If a customer asks for one later

Anyone can ask for a copy of what you hold about them, and you can produce it from their contact record. That is a different thing from this, and it is covered by where your data is stored.

Last updated 22 September 2026.