When sending emails to customers, such as conversation transcripts or follow-up messages, we strongly recommend customising them to align with your company's unique branding elements. Personalising these communications will create a more cohesive customer experience will also reinforce your brand identity at every touchpoint. This guide will show how you can customise your emails that are sent to customers.
Please note that currently only emails sent to customers can be customised. Internal emails sent to agents or supervisors cannot be customised.
🗂️ Post Interaction Email Rules
The Post Interaction Email Rules page allows you to automatically send interaction details, such as transcripts, interaction data, and summaries, to one or more email addresses after a chat ends.
How to Create a Post Interaction Email Rule
- Navigate to Settings
In the left-hand menu, go to Settings → Advanced → Post-Interaction Email Rules.
- Add a Label
Enter a label for internal reference so you can easily identify the rule later.
- Add Recipients
Under Recipients, click Add Email to enter one or more email addresses that should receive the post-interaction emails.
- Choose Whether to Email the Customer
You can toggle Send to customer if you want the system to email the customer directly (only possible when the interaction includes an “email” data field).
- Select Email Content
- Transcript
- Interaction data
- Summary
Use the toggles to decide what information is included in the email:
- Set Conditions (Optional)
If needed, you can make the email conditional on interaction data, such as only sending when a specific field is present.
- Choose Queues
- Queues to not send for (left)
- Queues to send for (right)
Use the left/right selector boxes to choose which queues should trigger this rule.
- Save the Rule
Click Save to apply your settings. Your new rule will appear in the list, where you can view, edit, or delete it at any time.
⚙️ How to Customise your Emails
Step 1: Access Email Settings
Head over to Settings in the left-hand menu, then and Email Customisations.
Then click ‘Create Email Customisation’ or an existing config.
Step 2: Configure the Customisation
Now you need to start customising your email template. Fill out the options as required then hit ‘Save’
General
- Label - For internal use to identify the email customisation config
- Queues to apply to - Select from the dropdown the queues that should use this template
- Company default - Toggle this if you all emails sent to use this template if they have not been assigned another one
Theme
- Theme Enabled - Toggle this if you want to add custom colours to the email customisation
- Theme colour - This will appear if themes have been enabled. Use the colour picker to select a colour for the email
Logo
- Logo Image - Click or drag your logo into the box to add them to the template
Language Strings
- Heading - The bold heading at the top of the email
- Customer Name - Who the email is addressed to
- Subject - The emails subject
- About Chat Heading - The heading above the interaction information
- About Chat Date - The prefix to showing the chat date
- About Chat Time - The prefix to showing the chat time
- Chat History Heading - The heading above the interaction transcript
- Pre Transcript Text - The text that is shown before the interaction information
- Pre Transcript Text No Reply - The text that is shown before the interaction information where an email hasn’t been configured against the queue
- Post Transcript Text - The email sign off
- Sender Name - The name at the bottom of the email
Step 3: Preview the Email Customisation
At the bottom of the page, there is a preview button that you can click.
Clicking this will generate an example of what your emails will look like when sent to customers
❓FAQ’s: Email Customisation
Where do emails get sent from?
All emails sent from the Talkative system (welcome emails, offline lead capture emails, and chat transcripts) are all sent from postmaster@mg.gettalkative.uk - we'd recommend whitelisting this email regardless of how much you use the email functionality.
Can we use our own Mailserver?
This is not currently supported.