Problem

If you have enabled Automatically email chat transcripts for archiving or follow-up but chat transcripts aren’t arriving in your email inbox then the following could be the possible cause and its potential solution.

Cause

1. The email address specified in Comm100 is different from the email inbox you are checking.
2. You are trying to have transcripts sent to multiple email addresses but the format you have used to set this up is incorrect.
3. You have not enabled transcripts to be sent for the right Campaign.
4. You have required agents to complete the wrap-up fields and the chats you are looking for haven’t been wrapped up by your agents.

Solution

1. Log in to your Comm100 Control Panel.
2. Navigate to Live Chat > Campaign.
3. Select your campaign from the Campaign drop-down list. 
4. Navigate to Chat Window> Advanced.
   
5. Make sure the email address is correct. Check for typos if any.
6. If you have multiple recipients set to receive chat transcripts separate them by Comma. For example email1@domain.com, email2@domain.com, email3@domain.com, etc.
7. If Agent Wrap-Up is required, the transcript will be sent when the wrap-up form has been completed or 1 hour after the chat ends, whichever comes first.