The Send Email block allows you to easily automate email delivery to specified recipients within your workflow. Use this block to:

• Notify users
• Share updates
• Escalate issues
• Provide a conversation summary

You can customize the recipients, subject line, message body, and include the conversation transcript. This ensures timely, relevant communication at key moments in your process.

Requirements

• Ensure outbound email is configured and verified in your account.
• Confirm that recipients (users or groups) exist and have valid email addresses.

Setting up email recipients

When configuring email recipients, you can choose between Users or Groups from the dropdown:

1. Users: Shows a list of individual users along with dynamic placeholders like Assigned Agent, Requester, and Participants. These placeholders are automatically replaced with the actual people on the conversation at runtime.

2. Groups: Shows a list of available groups along with the Assigned Group placeholder, which is automatically replaced with the team assigned to handle the conversation.

How to send a chat transcript via email when a conversation is closed

To automatically send a chat transcript via email when a conversation is closed, set up a workflow using the Conversation Status Changed trigger. This trigger is activated when the conversation status changes from Open to Closed.

Here’s a step-by-step guide on how to achieve this.

Step 1. Add the Send Email block from the Actions section into your workflow.

Step 2. Since we want to send the chat transcript to the person who started the conversation, select Requester from the User(s) dropdown.

Step 3. Compose a clear and relevant Subject line. You can also use the Insert Placeholder option to add dynamic fields such as Requester ID or Conversation Status.

Step 4. Write your message in the provided space and personalise it using dynamic placeholders from the Insert Placeholders section. Available options include Conversation ID, Requester Name, Conversation Status, Agent Name, and more.

Step 5. To attach the conversation transcript, use the {{chat.email_transcript}} found in the Insert Placeholders menu. When the email is sent, it will automatically be replaced with the transcript of the conversation.

Step 6. After adding all the required details, click the Add button to insert the Send Email block into your workflow.

Step 7. Click Publish & Activate to enable the workflow. Once active, the email will be sent automatically when the conversation status changes from Open to Closed.

Below is a reference of how the email content is sent to the requester when the conversation is closed.

By completing these steps, you’ll set up the Send Email block to automatically deliver emails to specific users or groups within your workflow. This ensures the right people stay informed, follow-ups happen on time, and communication flows smoothly throughout the process.

Notify a Group When a Closed Conversation Reopens

To create the workflow:

1. Go to Admin > Chat > Chat Automation > Workflows.

2. Click Add Workflow > Create from scratch.

3. In Trigger Type, select Conversation Status Changed.

4. In Workflow Name, enter a descriptive name.

5. In Brand, select the brand where the workflow should apply.

6. Select a Source.

7. Under Apply this rule to the chat that meets All the conditions, configure the following condition:

   Status | Is changed | Closed | To | Open
   

8. Add any other conditions required to limit the workflow to specific conversations.

9. Click Next.

   
   
   

Add the Group Email Notification

After configuring the workflow trigger and conditions, add a Send Email action to notify the group assigned to the reopened conversation.

To configure the group email notification:

1. In the Workflow Designer, click More options on the Conversation Status Changed event.

2. Select Actions > Send Email.

   
   
   

3. In Block Name, enter a descriptive name that identifies the purpose of the block.

4. In the first To field, select Group(s).

5. In the second To field, select one of the following options:

   • Assigned Group to notify the group currently assigned to the reopened conversation.
   • A specific support group to notify the same team whenever a matching conversation reopens.

6. In Subject, enter a descriptive email subject.

7. In Body, enter the notification message.

8. Use Insert Placeholders in the Subject and Body fields to insert the required conversation information.

9. If the support group requires the previous messages for context, use Insert Placeholders to add the chat email transcript placeholder to the email body.

10. Click Add to add the configured Send Email block to the workflow.

    
    
    

11. Confirm that the Send Email block is connected to the Conversation Status Changed event.

12. Review the complete workflow.

13. Click Publish & Activate.

Frequently Asked Questions

1. What is the Send Email block within the chat workflows, and when should I use it?
   The Send Email block automates email delivery to chosen recipients within a workflow. Use it to notify users, share updates, escalate issues, or send a conversation summary (including the transcript).

2. What are the prerequisites for using the Send Email block within the chat workflows?

   • Outbound email must be configured and verified for your account.
   • All recipients (users or groups) must exist and have valid email addresses.

3. How can I automatically email the chat transcript when a conversation closes?
   Create a workflow with the Conversation Status Changed trigger (Open → Closed), add Send Email from Actions, select Requester as the recipient, compose the Subject and Body, and insert {{chat.email_transcript}} to include the transcript. Click Add, then Publish & Activate.

4. What can I customize in the Send Email block?
   You can set recipients (Users/Groups/placeholders), Subject, and Body, and insert dynamic placeholders (e.g., Conversation ID, Requester Name, Conversation Status, Agent Name). Use {{chat.email_transcript}} to attach the conversation transcript automatically.