You might have already heard about the Send notification e-mail job for WFA. No? This one can be used in many variations thanks to a whole palette of placeholders.
But today, we are going to set up a trigger for sending e-mail transcriptions.
Sure, if there are only one or two cases worthy of transcription, you can use this other guide. But in this case, we want to send an e-mail transcript of every finished live chat conversation. Let's get into it then!
Go to Settings > Triggers and create a new Trigger with Case status changed event.
Now the conditions are key. You need to specify the Channels condition (in this scenario, pick your Live Chat channel) and Case Status condition set to Closed.
These will do the trick for now. The last piece of the functional WFA is adding a Job to this trigger with Send notification email action and adding the {{caseTranscript}} placeholder in the body of the sent e-mail. Of course, you can use a variety of placeholders in the subject or body section, just mind the Message Based/Case Based differences!
Click save and activate the trigger. From now on, every Closed case from the Live Chat channel will be sent to the specified Receiver in a form of simple transcription. Kinda like this one:
And now you know how to use WFA for sending transcripts.
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