Are chat transcripts sent by email?

Yes. Simple Chat can automatically email a chat transcript to the customer after the conversation has been quiet for a period, so they retain a written record of what was discussed.

This helps shoppers who resolved an issue in chat but want something searchable in their inbox later.

When transcripts are sent

Transcript email is triggered by inactivity, not by every single message:

• After the conversation sits idle for the configured quiet period, Simple Chat sends the transcript.
• The email goes to the address on file for that customer.

If the customer’s email is not known, the app cannot deliver a transcript—anonymous or email-less sessions will not receive this follow-up.

What customers receive

The transcript summarizes the chat thread they had with your store (including AI and staff messages that were customer-visible). Merchants often use this to:

• Reduce “what did you promise?” disputes after long AI-assisted sessions.
• Give customers a paper trail for return instructions, discount codes, or troubleshooting steps.
• Improve perceived professionalism for high-consideration purchases.

Exact formatting follows Simple Chat’s standard transcript email template for your store.

What merchants should verify

1. Email capture — Encourage logged-in shoppers or prompt for email when appropriate so transcripts can send.
2. Email deliverability — Complete Email settings (from-address, DKIM) so transcript mail is not filtered as spam.
3. Policy alignment — Confirm transcript timing fits your support style; some brands prefer humans to close sensitive threads before idle mail fires.

Transcripts are automatic convenience, not a replacement for order confirmation or legal notices—use them as a customer-friendly record of the support conversation.