Set transcript & escalation emails and fallbacks
You want to control where handoffs and transcripts go, and what contact options shoppers see if all else fails.
Your support emails decide where the agent routes records and escalations. Fallback contact options give shoppers a way to reach you when the agent can't help.
Steps
- Go to Settings → Support emails.
- Set your transcript email (where conversation transcripts are sent).
- Set your escalation email (where handoffs are sent).
- In Settings → Agent Settings, set the Fallback contact URL so shoppers always have a way to reach you.
- Save.
Agent Settings also controls the Collect CSAT ratings toggle and the Phone field mode (Hide / Optional / Required) — see Customer star ratings and Customize the look and copy.
Troubleshooting
- Not receiving handoff or transcript emails → wrong address or spam filtering → confirm the addresses here and check spam.
- Shoppers have no fallback when the agent can't help → fallback contact URL not set → add one in Agent Settings.