My chats are being sent to email several hours after being closed. Is there a way to fix this? Please let me know. I cannot wait more than a few minutes as my clients have urgent needs.
I am not receiving emails from chats on my website. I have 30 chats that have taken place, and nothing has come to my email. How do I locate these chats so I can address these questions from my customers?
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Issue:
Chat transcripts are no longer being delivered to our designated email inbox. We double-checked both our email address and spam folders. The issue happens with the “Collect Contacts” form filled out or not. Our issue is similar – if not identical – to this one.
Request:
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Please review and provide a fix.
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Please provide the IP addresses, emailers, and user agents used by Elfsight to deliver both chat transcrips and emails in general so we can whitelist them.
Note:
Please keep in mind that our company receives numerous, fraudalent emails that use common emailers which many times force us to block them. Also, many hosts have built-in spam filters that may label your chat transcript emails as spam (given the number of chat transcripts emailed by Elfsight). The spam filters owned and managed by these hosts usually block the emails before they reach the users’ inbox or spam box.
Thank you!
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Dear friends,
We deeply apologize for all the inconvenience!
Our devs are investigating the issue and doing their best to resolve it as soon as possible. We’ll keep you updated!
Thank you for your patience and understanding 
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Guys, @Graham5, @AeroConsultants, @Nancy2 
The issue has been resolved, and the delayed chat transcripts should be delivered to your inboxes. Please check it out and let me know if you received transcripts 
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They are arriving 16+ hours after they were sent in a batch all together. I cannot work with this. What can we do? I can give it a few more days before I have to find another option.
Thank you
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Hi there, @Graham5
Thank you for the feedback!
Indeed, yesterday, there was an issue with email delivery due to some technical issues. Now, all missing emails were delivered as a batch, but now everything should be working fine. New chats will be sent after 10 minutes of inactivity, as it was before.
I’ve just tested in my end and everything worked great
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Hey @Max,
It’s working for me now. Thank you.
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What is the typical delay time before the transcript is emailed to the client? Where is the documentation for this?
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Does clicking the “End Chat” or “Start New Conversation” buttons trigger sending the transcript to the Client?
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What was the root cause of this issue? This issue is now critical for us since it has happened before. Missing out on customer inquiries impacts our business!
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For reasons posted above, please provide the IP addresses, emailers, and user agents used by Elfsight to deliver both chat transcrips and emails in general so we can whitelist them.
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The timestamp provided in the email transcripts we receive is UTC, not local time. The time difference creates a bit of confusion. Where is the documentation explaining this?
Again, thank you. Your speedy attention and resolution is always appreciated!
(Note: You moved my original, standalone post to this one, so placing my details here)
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Hi there, @AeroConsultants
Glad to hear everything is working fine on your end now!
Let me go through your questions one by one:
1. After 5 minutes of inactivity, the chatbot can send a follow-up message (if this option is enabled). After 10 minutes of inactivity, the chat closes and the conversation transcript is sent by email (if email delivery is configured).
You can find more details in this post: Widget Knowledge Base: AI Chatbot.
Inactivity means no input from the user.
2. As mentioned above, the transcript is automatically sent after 10 minutes of inactivity. Clicking buttons does not trigger transcript delivery.
3. We did experience temporary issues with our data services, which caused delays in transcript delivery.
I completely understand how frustrating this must have been, and I’m very sorry for the inconvenience. The issue has been resolved globally, and it shouldn’t happen again.
4. I’m not quite sure what you mean by “user agents.” Could you please clarify this a bit?
There’s no option to retrieve a list of IP addresses, but any emails submitted through forms should appear in the transcript emails. Just to confirm — are you not seeing the collected contact details in those emails?
5. Regarding the timezone, it depends on the time zone specified in the settings:
I’ve just checked things out, and in the transcript I see correct time zone specified in my test widget. Could you please double-check it?
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Hey, @Max!
Excellent reply. I reviewed the AI Chatbot documentation in full (again).
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OK. Good for now.
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OK. Good for now.
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I trust the issue has been solved permanently. As you know, websites (companies) with high-yield customers will migrate to another AI Chatbot platform if this happens frequently (say, more than once a year). Reliability is key.
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I analyzed the emails received from Elfsight and learned the following about Elfsight:
Sender IP Address: 168.245.105.52
Email Sender: notifications@forms.elfsightmail.com
Email Delivery Service: SendGrid, Inc.
Email Generator Swift Mailer (@swift.generated, a popular PHP mailer library)
User Agent: None. Not required at this time.
With the above information, we can now whitelist Elfsight in our spam filtering tools (e.g., Cloudflare, Spam Experts, Wordfence). Makes sense now? -
Yes, aware of that. We’ll just have to convert the timestamp manually, as necessary. However, it would be helpful if your developers can modify the timestamp noted inside the email received (e.g, next to each chat entry timestamp) to also show the local time zone. See below. Makes sense now?
Thank you!
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Got it, thanks!
The time zone depends on the settings enabled for your email provides. You can just search how to change the time zone for (your email provider).
However, if you don’t find this info, please let me know. I’ll be happy to check things for you
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Hi @Max,
Geez. How did I overlook that? It worked, thank you so much.
All points resolved. As always, you and your team are awesome.
Have a great week.
Cheerio!
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You’re always welcome!
Have a great week 
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