# Forward conversations

> The Assistant report helps you understand how your conversational assistant is performing by providing a quick way to view metrics such as, how many conversa...

Source: https://help.kustomer.com/en_us/forwarding-SJN_iaACN

Last updated: 2024-09-23T20:02:58.786Z

Users in Kustomer can forward a conversation transcript from a customer timeline to an email address outside of the Kustomer platform. This will work across any channel, and provide a transcript of all the messages, and timestamps. Forwarded conversations will not include private notes.

### **In this article**

*   [Forward conversation transcripts](#Forwarding)
*   [View forwarding logs](#Viewing)

### Forward conversation transcripts

1.  Go to **Conversation Options**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/e2c4cec7ee3deef4b6c8d236a5471b23.png)and select **Forward Conversation**.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/728516b04ec028448c2c83095660a85c.png)
2.  Select a From email address from the drop-down menu. This will be the email address that any replies will go to.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b1473b0bce286ba70d9107aa059a694f.png)
    
    **Note:** Replies sent to a forwarded conversation will go back into Kustomer as a new conversation and not thread into the original.
    
3.  Enter the email address that is being sent the transcript. You can enter multiple email addresses by separating them with a comma. For example: sales@email.com, support@email.com, [it@email.com](mailto:it@email.com).
4.  Select the template to use for the transcript from the Template drop-down menu. For more information, see [Customize Email Templates](https://help.kustomer.com/customize-email-templates-in-kustomer-r1DrjNITb).
5.  Enter an introductory message. This is the email message that appears above the threaded conversation transcript.
6.  Optionally, select any attachments found in the conversation that you want to forward. Only attachments that are sent between the agent and customer can be forwarded. Attachments found in Notes aren't included in the list. The total limit is 9.5MB.
7.  Select **Forward**.

By default, conversations are shown in the transcript in reverse chronological order (most recent first). You can reverse this order by editing the [Email Forwarding Template](https://help.kustomer.com/customize-email-templates-r1DrjNITb) and changing the default `{{#each messages}}` to `{{#each (reverse messages)}}`.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/9a61208579c3e38b07859bfec00c9153.png)

### View forwarding logs

Since forwarding a conversation out of Kustomer does not create a new customer or conversation you'll want to know if a conversation was forwarded. In a conversation where a user has forwarded a transcript out there will be an event. The event will let you know the there was a forward, and who initiated it. The email addresses the conversation transcript was sent to is also exposed. If a message was added to the forward, users can hover over the event to see the text.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/cf02db20c7b21f0da6e9f2f730e1d081.png)