You can change who receives chatbot transcript emails, edit the subject, and choose which parts of the conversation to include. You can also use your own logo and email sender. A Whitelabel add-on, or a plan that includes it, removes Boei branding.
Each rule has its own recipients. You can add multiple email recipients to one rule. To change when a rule sends, see Notification Rules.
For emails sent after a chat ends, Enable Transcripts must be on. Send to Customer is a separate setting for sending a copy to the visitor. You do not need to turn it on to email your client's team through a notification rule.
In the same rule, expand Email content options.
| Setting | What you can change |
|---|---|
| Subject | Replace the default subject, for example with "New website conversation" |
| Include full transcript | Show or hide the full conversation |
| Include customer info | Show or hide captured details such as name, email, phone, and collected request details |
| Include internal notes | Add workflow notes and notes written by your team to notification emails after the chat ends. Off by default. Notes are never included in the visitor’s transcript |
| Show "Reply to conversation" button | Show or hide the link to open the conversation in Inbox |
| Show "Review conversation" link | Show or hide the review link for emails sent after a chat ends |
Internal notes can be included even when Include full transcript is off. This option is available for conversation-end rules with email or team-member recipients, including emails sent after inactivity. It does not apply to immediate form emails.
For a form submitted during a workflow, Include customer info also controls the Request summary. It contains details already collected before the form, such as the event date and number of guests. It does not copy a later AI note.
These choices apply to email recipients on that rule. They do not change Slack or webhook notifications.
The full email text and layout are not freely editable. The subject, content options, logo, and branding settings let you customize much of what your recipients see.
Your website's profile settings are also used in its emails. See Domain Settings for other website settings.
Custom SMTP lets Boei send through your own email service. It changes the sender address, not the recipient address in your notification rule.
If your agency uses an agency-wide SMTP setup, contact support to arrange it. This is managed separately from a website's email provider connection.
With the Whitelabel add-on, or a plan that includes it, your emails have no Boei branding. Uploading a logo or connecting SMTP alone does not add Whitelabel to your plan.
For agency-wide settings, go to Account → Partners → Branding. With Custom Whitelabel, you can set:
For example, use "Powered by Steinhauser-Morjan" and link it to your agency website. These settings give your client environment its own identity and let you use your agency credit where a branding credit is shown.
Custom Whitelabel also supports your own dashboard domain and agency-wide SMTP. Contact support to arrange the domain and SMTP setup. Website profile settings and agency-wide branding are separate settings.
After saving your settings, complete a test chat that matches the notification rule. Let the chat end if the rule runs when a chat ends.
Check the email in the recipient's mailbox:
Links to Inbox require access to the relevant account. Hide those links if you only want your client to receive the conversation by email.