Chat transcripts and customer requests

Two things that turn a chat from "a conversation" into something your customer can actually act on.

Email me a copy

Any visitor can send themselves a copy of the conversation from the chat menu — useful when they've been given order details, a tracking link, or instructions they'll want later.

• The transcript is built from the full conversation on our side, not just what's on their screen, so nothing is missing
• If you've connected your own mail server, it arrives from your domain, not ours
• They can reply to that email and it lands back in your inbox, continuing the same thread

It also quietly captures their email address, so your team can follow up later even if they never come back to the site.

Customer requests

Some things a bot should never do on its own — cancelling an order, changing a delivery address, issuing a refund. But it can gather everything you need to action it.

When a visitor asks for one of these, the AI collects the details conversationally (order number, the new address, a contact email) and files a request:

• It's recorded on the conversation, so nothing is lost if the visitor leaves
• Your team gets a push notification and an email
• The thread is marked pending so it surfaces in your queue

Crucially, the bot never claims the action is done. It says the request has been sent and that someone will confirm — because only a person can actually cancel an order, and a bot saying "cancelled!" when nothing happened is worse than no bot at all.

This works for any business: cancellations, address changes, refunds, callback requests.

Want these tailored to your own workflow? Talk to us.