April 16, 2025

New on Chatway: Post conversation surveys, chat transcripts & more

At Chatway, we believe live chat should not only connect you with your website visitors, it should also work for you. Whether you’re managing a small business, running customer support, or just trying to build stronger relationships with your audience, every interaction matters. That’s why we’re excited to introduce three new updates designed to help you get more from your conversations.

From real-time feedback collection to simplified transcript sharing and more control for your visitors, these features were built with one goal in mind: to make your chat experience more impactful.

Here’s a quick rundown of what’s new and how it can help you level up your customer conversations:

1. Post-Conversation Surveys

(Available on the Pro Plan)

You just wrapped up a great chat with a customer. Maybe you helped them find the right product, fixed a technical issue, or answered their questions with care. Wouldn’t it be helpful to know how they felt about that experience while it’s still fresh?

With Chatway’s new Post-Conversation Surveys, you can do just that.

These short, customizable surveys pop up immediately after a chat ends. You can ask one key question that gives you real insight into how the conversation went and how your team is doing. It’s a small touch that can lead to big improvements.

Why it matters:

• Actionable insights: You immediately know what’s working and what needs tweaking from your customers’ feedback.
  
• Customization: Choose from four different question types of surveys and match the tone to your brand.
  
• Automation-ready: Use responses to trigger smart follow-up actions. For example, a poor rating could alert a team lead, while positive feedback could lead to a thank-you email.
  

Example: A boutique clothing store uses a post-chat survey to ask, “Was your sizing question answered clearly?” If the visitor says yes, they’re prompted to join a loyalty program. If not, a stylist follows up personally. That’s the power of real-time feedback.

2. Chat Transcripts

Have you ever needed to refer back to a chat but couldn’t find it quickly? Or maybe you wanted to loop in a colleague or send a customer a summary of their support interaction?

Now, with Chatway’s transcript tools, you can email or download entire conversations in just one click.

What you can do:

• Send chat transcripts to your own inbox-great for keeping records or prepping for follow-ups.
  
• Share with visitors-so they have everything they need, right in their inbox.
  
• Add multiple recipients-perfect for teams, especially if a chat needs to be escalated.
  
• Download as a TXT file-for easy documentation, auditing, or reference.
  

No more copy-pasting messages into a doc or screenshotting convos. It’s fast, professional, and totally seamless.

Use case: A SaaS startup uses this feature to automatically send chat transcripts to both the support team and product development. When a user reports a bug, the product team sees the exact interaction without excluding any detail.

3. Quick Actions for Visitors

A good chat experience is largely about how smooth things feel on the visitor’s side. That’s why we’ve added new quick actions to the chat widget, giving your visitors more control over the messages they send and receive.

Now, they can:

• Reply to specific messages-keeping conversations organized and easy to follow.
  
• Copy message text-handy for saving important details like order numbers or instructions.
  
• Download images-so if your team sends a screenshot, product photo, or graphic, it’s just one click away.
  

This update makes a big difference, especially when your visitors are multitasking or troubleshooting. It’s all about reducing friction and making sure nothing gets lost in translation.

Why These Features Matter 

You don’t need to be a live chat expert to benefit from these updates. They’re designed for real users like business owners, support teams, marketers, or freelancers, who just want to stay connected and deliver better service.

Here’s how these updates help you:

• Save time by reducing manual work (like compiling feedback or hunting for transcripts).
  
• Stay organized with downloadable chat records.
  
• Delight customers by giving them more control and smoother interactions.
  
• Build trust through transparency, documentation, and responsiveness.
  

How to Start Using These Features

If you’re already on Chatway, these updates are live and waiting for you. Just log into your account and start exploring. 

• Post-Conversation Surveys are available on the Pro Plan.
  
• Emailing and downloading chat transcripts is available to all users.
  
• Visitor quick actions are already active in the widget.
  

Want to see it in action? Log in now and try them out.