After a live chat with an agent via the chat frontend, the customer can view the chat history. To do this, the Show History button is available after the chat has been quit. Afterwards, the history can be printed or sent by mail.
In order for the customer to be able to receive the history by mail, some settings are required in the Supervisor settings for the chat frontend, the answer templates and the system parameters.
In the frontend settings (Administration -> Chat -> Frontend) under the Configuration tab, the setting Chat history per email must be activated for the corresponding frontend.
Next, a reply template must be added (Administration -> Answers -> Templates), in which the chat history is embedded and sent. To do this, create a new template under the File tab and name it chat_report.txt.
To integrate the chat history into this template, select the following options in the template content via the “Developer” > “Default Scripts” menu:
- “Chat History”
- “Chat Attachments”.
Both entries insert pre-prepared JavaScript statements into the template, which are executed the moment the template is inserted into an email. Additionally, both entries only work if the email using this template was created directly from a chat, for example, by a chatbot using the knowledge base action code method “createAndSendTicket”.