CSAT & email transcripts
Promptly can run two actions automatically when a conversation is resolved: ask the customer to rate the support, and email them the transcript. Both live under Dashboard → Settings → Escalation → Post-resolution.
🖼️ [Image] — The Post-resolution card with the CSAT and email-transcript toggles.
CSAT rating
Turn on Ask customer for satisfaction rating (CSAT) and, when an agent resolves a conversation in the Inbox, the chat widget shows the visitor a quick satisfaction prompt. The setting is propagated to the widget, so the rating prompt appears without any extra setup on the visitor's side.
Collected ratings feed your support quality metrics in the Analytics deep-dive.
🎬 [Video] — Resolving a conversation and the CSAT rating prompt appearing in the widget.
Email transcript on resolve
Turn on Email transcript to customer on resolve to automatically send the full conversation to the visitor when it is closed. The transcript goes to the email address the visitor provided during the conversation.
This requires your platform's SendGrid email integration to be configured. If no email address was captured, there is nothing to send to.
Forwarding a transcript manually
Separately from the automatic email, any agent can forward a transcript to a colleague. In a claimed or resolved conversation, click Forward in the conversation header, enter the recipient email, add an optional note, and send. This is handy for looping in a specialist or handing off context outside the inbox.
🖼️ [Image] — The Forward Transcript dialog with the recipient email and optional note fields.