CSAT & email transcripts
Requires the Escalation module.
Two things can happen automatically the moment an agent resolves a conversation: the customer is asked to rate the support, and the conversation is emailed to them. Both are toggles under Dashboard → Settings → Escalation → Post-resolution, and both are on by default.
🖼️ [Image] — The Post-resolution card with the CSAT and email-transcript toggles.
CSAT rating
With Ask customer for satisfaction rating (CSAT) enabled, the widget shows a rating prompt a moment after an agent resolves the conversation — while the visitor is still on the page and still thinking about the exchange, which is the only time a rating actually gets given.
What the visitor sees:
- "How would you rate this conversation?" with a 1–5 star scale.
- An optional comment box — "What could we improve? (optional)", up to 200 characters.
No extra setup is needed on your side: the toggle is propagated into the widget configuration automatically.
A conversation can be rated once. A second submission is rejected, and ratings are only accepted on a conversation that is actually resolved or closed — so a rating always refers to a finished exchange. Turning the toggle off stops the prompt appearing and stops ratings being accepted at all.
🎬 [Video] — Resolving a conversation and the CSAT rating prompt appearing in the widget.
Where ratings show up: the Quality & Satisfaction tab of the Analytics deep-dive, as three things — an Avg rating tile with the number of ratings behind it, a Rating response rate (what share of resolved conversations got rated), and a distribution chart across the five stars. The average is the least interesting of the three: read the distribution, because ten 5s and two 1s tell a very different story from twelve 4s at the same average.
The widget can also ask for feedback during a purely bot-driven chat, with a different prompt ("How was your experience?"). That one is part of the widget's own feedback behaviour and is not controlled by this CSAT toggle.
Email transcript on resolve
With Email transcript to customer on resolve enabled, the full conversation is emailed to the visitor when it is closed. The message is subject-lined "Your conversation with {your workspace}" and contains the conversation's start time, how long it lasted, and every message — agent names included, attachments listed.
Internal notes are never included. They are filtered out of the transcript exactly as they are filtered out of the widget.
Two conditions have to hold for the email to go out:
- A visitor email must have been captured during the conversation — from a lead-capture step, a pre-chat field, or the visitor simply giving it. If there is no address, there is nothing to send to and the send is skipped silently. Nothing fails and no agent is notified; the conversation just resolves normally.
- Outgoing email must be configured for your Promptly instance. This is platform-side, handled by the Promptly team, not something you set up per workspace.
Forwarding a transcript to a colleague
Separately from the automatic email, any agent, Admin, or Owner can forward a transcript by hand. Open the conversation, click Forward in the header, enter the recipient email and an optional note, and send.
The recipient gets the full transcript, your note highlighted at the top, and a link to open the conversation in the dashboard. Use it to loop in a specialist, escalate outside the Inbox, or hand context to someone who isn't in your workspace at all.
Forwarding works on claimed and resolved conversations, and it changes nothing about the conversation itself — no reassignment, no status change, no notification to the customer.
🖼️ [Image] — The Forward Transcript dialog with the recipient email and optional note fields.
Email is the only way a transcript leaves Promptly: automatic on resolve, or forwarded by an agent. There is no bulk transcript export.