diff --git a/app/authorization/server/startup.js b/app/authorization/server/startup.js
index 20ab45d3b9976..963527e58c631 100644
--- a/app/authorization/server/startup.js
+++ b/app/authorization/server/startup.js
@@ -115,6 +115,7 @@ Meteor.startup(function() {
 		{ _id: 'view-livechat-room-closed-by-another-agent', roles: ['livechat-manager', 'admin'] },
 		{ _id: 'view-livechat-room-customfields',    roles: ['livechat-manager', 'livechat-agent', 'admin'] },
 		{ _id: 'edit-livechat-room-customfields',    roles: ['livechat-manager', 'livechat-agent', 'admin'] },
+		{ _id: 'send-omnichannel-chat-transcript',   roles: ['livechat-manager', 'admin'] },
 	];
 
 	for (const permission of permissions) {
diff --git a/app/livechat/client/views/app/tabbar/visitorInfo.html b/app/livechat/client/views/app/tabbar/visitorInfo.html
index b802b5962612c..f353d5d01d482 100644
--- a/app/livechat/client/views/app/tabbar/visitorInfo.html
+++ b/app/livechat/client/views/app/tabbar/visitorInfo.html
@@ -1,9 +1,12 @@
 <template name="visitorInfo">
 	{{#if editing}}
-		{{> visitorEdit (editDetails)}}
+		{{> visitorEdit (roomInfoData)}}
 	{{/if}}
 	{{#if forwarding}}
-		{{> visitorForward (forwardDetails)}}
+		{{> visitorForward (roomInfoData)}}
+	{{/if}}
+	{{#if sendingTranscript}}
+		{{> visitorTranscript (roomInfoData)}}
 	{{/if}}
 	<div class="user-view {{showDetail}}">
 		<div class="about clearfix">
@@ -51,25 +54,39 @@ <h3>{{_ "Conversation"}}</h3>
 					{{/if}}
 				</ul>
 			</div>
+
+			{{#with transcriptRequest}}
+				<div class="info">
+					<h3>{{_ "Transcript_Request"}}</h3>
+					<ul>
+						{{#if requestedAt}}<li><strong>{{_ "Requested_At"}}</strong>: {{transcriptRequestedDateTime}}</li>{{/if}}
+						{{#if requestedBy}}<li><strong>{{_ "Requested_By"}}</strong>: {{requestedBy.username}}</li>{{/if}}
+					</ul>
+				</div>
+			{{/with}}
 		</div>
 
 		{{#if canSeeButtons}}
 			<nav class="centered-buttons">
 				{{#if canEditRoom}}
-					<button class='button button-block edit-livechat'><span><i class='icon-edit'></i> {{_ "Edit"}}</span></button>
+					<button class='button rc-button rc-button--secondary button-block edit-livechat'><span><i class='icon-edit'></i> {{_ "Edit"}}</span></button>
 				{{/if}}
 
 				{{#if roomOpen}}
 					{{#if canCloseRoom}}
-						<button class='button button-block close-livechat'><span><i class='icon-download'></i> {{_ "Close"}}</span></button>
+						<button class='button rc-button rc-button--secondary button-block close-livechat'><span><i class='icon-download'></i> {{_ "Close"}}</span></button>
 					{{/if}}
 					{{#if canForwardGuest}}
-						<button class="rc-button rc-button--secondary button-block forward-livechat"><span><i class="icon-forward"></i> {{_ "Forward"}}</span></button>
+						<button class="button rc-button rc-button--secondary button-block forward-livechat"><span><i class="icon-forward"></i> {{_ "Forward"}}</span></button>
 					{{/if}}
 					{{#if canReturnQueue}}
-						<button class="rc-button rc-button--secondary button-block return-inquiry"><span><i class="icon-ccw"></i> {{_ "Return"}}</span></button>
+						<button class="button rc-button rc-button--secondary button-block return-inquiry"><span><i class="icon-ccw"></i> {{_ "Return"}}</span></button>
 					{{/if}}
 				{{/if}}
+
+				{{#if canSendTranscript}}
+					<button class="button rc-button rc-button--secondary button-block send-transcript"><span><i class="icon-mail"></i> {{_ "Transcript"}}</span></button>
+				{{/if}}
 			</nav>
 		{{/if}}
 
diff --git a/app/livechat/client/views/app/tabbar/visitorInfo.js b/app/livechat/client/views/app/tabbar/visitorInfo.js
index a1bdb16002481..74422b7dfcec1 100644
--- a/app/livechat/client/views/app/tabbar/visitorInfo.js
+++ b/app/livechat/client/views/app/tabbar/visitorInfo.js
@@ -136,22 +136,11 @@ Template.visitorInfo.helpers({
 		return Template.instance().action.get() === 'forward';
 	},
 
-	editDetails() {
-		const instance = Template.instance();
-		const user = instance.user.get();
-		return {
-			visitorId: user ? user._id : null,
-			roomId: this.rid,
-			save() {
-				instance.action.set();
-			},
-			cancel() {
-				instance.action.set();
-			},
-		};
+	sendingTranscript() {
+		return Template.instance().action.get() === 'transcript';
 	},
 
-	forwardDetails() {
+	roomInfoData() {
 		const instance = Template.instance();
 		const user = instance.user.get();
 		return {
@@ -211,6 +200,10 @@ Template.visitorInfo.helpers({
 		return hasPermission('transfer-livechat-guest');
 	},
 
+	canSendTranscript() {
+		return hasPermission('send-omnichannel-chat-transcript');
+	},
+
 	roomClosedDateTime() {
 		const { closedAt } = this;
 		return DateFormat.formatDateAndTime(closedAt);
@@ -241,6 +234,16 @@ Template.visitorInfo.helpers({
 		// because only the dynamic template data will be reloaded
 		return Template.instance().room;
 	},
+
+	transcriptRequest() {
+		const room = Template.instance().room.get();
+		return room?.transcriptRequest;
+	},
+
+	transcriptRequestedDateTime() {
+		const { requestedAt } = this;
+		return DateFormat.formatDateAndTime(requestedAt);
+	},
 });
 
 Template.visitorInfo.events({
@@ -309,6 +312,12 @@ Template.visitorInfo.events({
 
 		instance.action.set('forward');
 	},
+
+	'click .send-transcript'(event, instance) {
+		event.preventDefault();
+
+		instance.action.set('transcript');
+	},
 });
 
 Template.visitorInfo.onCreated(function() {
diff --git a/app/livechat/client/views/app/tabbar/visitorTranscript.html b/app/livechat/client/views/app/tabbar/visitorTranscript.html
new file mode 100644
index 0000000000000..328b7c9eb540e
--- /dev/null
+++ b/app/livechat/client/views/app/tabbar/visitorTranscript.html
@@ -0,0 +1,56 @@
+<template name="visitorTranscript">
+	<div class="content">
+		<form autocomplete="off">
+			<fieldset>
+				<div class="rc-input rc-form-group rc-form-group--small">
+					<label class="rc-input__label">
+						<div class="rc-input__title">{{_ "Visitor_Email"}}</div>
+						<div class="rc-input__wrapper">
+							<div class="rc-input__icon">
+								{{> icon icon='mail' }}
+							</div>
+							<input class="rc-input__element" type="text" name="email" autocomplete="off" value="{{email}}" disabled>
+						</div>
+					</label>
+				</div>
+				<div class="rc-input rc-form-group rc-form-group--small">
+					<label class="rc-input__label">
+						<div class="rc-input__title">{{_ "Subject"}}</div>
+						<div class="rc-input__wrapper">
+							<div class="rc-input__icon">
+								{{> icon block="rc-input__icon-svg rc-icon--default-size" icon="edit"}}
+							</div>
+							<input class="rc-input__element" type="text" name="subject" autocomplete="off" value="{{subject}}" disabled="{{transcriptRequested}}"/>
+						</div>
+					</label>
+				</div>
+			</fieldset>
+		</form>
+		{{#if errorMessage}}
+			<div class="mail-messages__instructions mail-messages__instructions--warning">
+				<div class="mail-messages__instructions-wrapper">
+					<div class="mail-messages__instructions-text">{{errorMessage}}</div>
+				</div>
+			</div>
+		{{/if}}
+		{{#if infoMessage}}
+			<div class="mail-messages__instructions mail-messages__instructions--selected">
+				<div class="mail-messages__instructions-wrapper">
+					<div class="mail-messages__instructions-text">{{infoMessage}}</div>
+				</div>
+			</div>
+		{{/if}}
+		<div class="rc-user-info__flex rc-user-info__row">
+			<button class='rc-button cancel'><span>{{_ "Cancel"}}</span></button>
+			{{#if roomOpen}}
+				{{#if transcriptRequested}}
+					<button class='rc-button rc-button--cancel discard' type="button"><span>{{_ "Discard"}}</span></button>
+				{{else}}
+					<button class='rc-button rc-button--primary request'><span>{{_ "Request"}}</span></button>
+				{{/if}}
+			{{else}}
+				<button class='rc-button rc-button--primary send'><span>{{_ "Send"}}</span></button>
+			{{/if}}
+		</div>
+	</div>
+</template>
diff --git a/app/livechat/client/views/app/tabbar/visitorTranscript.js b/app/livechat/client/views/app/tabbar/visitorTranscript.js
new file mode 100644
index 0000000000000..ae06c775aff2b
--- /dev/null
+++ b/app/livechat/client/views/app/tabbar/visitorTranscript.js
@@ -0,0 +1,170 @@
+import { Meteor } from 'meteor/meteor';
+import { ReactiveVar } from 'meteor/reactive-var';
+import { Template } from 'meteor/templating';
+import toastr from 'toastr';
+
+import { t, isEmail, handleError, roomTypes } from '../../../../../utils';
+import { APIClient } from '../../../../../utils/client';
+import './visitorTranscript.html';
+
+const validateTranscriptData = (instance) => {
+	const subject = instance.$('[name="subject"]').val();
+	const email = instance.$('[name="email"]').val();
+
+	if (email === '') {
+		instance.errorMessage.set(t('Mail_Message_Missing_to'));
+		return false;
+	}
+
+	if (!isEmail(email)) {
+		instance.errorMessage.set(t('Mail_Message_Invalid_emails', email));
+		return false;
+	}
+
+	if (subject === '') {
+		instance.errorMessage.set(t('Mail_Message_Missing_subject'));
+		return false;
+	}
+
+	const visitor = instance.visitor.get();
+	const { visitorEmails: { 0: visitorEmail } } = visitor;
+
+	if (email !== visitorEmail.address) {
+		instance.errorMessage.set(t('Livechat_visitor_email_and_transcript_email_do_not_match'));
+		return false;
+	}
+
+	return true;
+};
+
+Template.visitorTranscript.helpers({
+	roomOpen() {
+		const room = Template.instance().room.get();
+		return room && room.open === true;
+	},
+	email() {
+		const room = Template.instance().room.get();
+		if (room?.transcriptRequest) {
+			return room.transcriptRequest.email;
+		}
+
+		const visitor = Template.instance().visitor.get();
+		if (visitor?.visitorEmails && visitor.visitorEmails.length > 0) {
+			return visitor.visitorEmails[0].address;
+		}
+	},
+	subject() {
+		const room = Template.instance().room.get();
+		if (room?.transcriptRequest) {
+			return room.transcriptRequest.subject;
+		}
+
+		return t('Transcript_of_your_livechat_conversation') || (room && roomTypes.getRoomName(room.t, room));
+	},
+	errorEmail() {
+		const instance = Template.instance();
+		return instance && instance.erroredEmails.get().join(', ');
+	},
+	errorMessage() {
+		return Template.instance().errorMessage.get();
+	},
+	infoMessage() {
+		return Template.instance().infoMessage.get();
+	},
+	transcriptRequested() {
+		const room = Template.instance().room.get();
+		return room?.hasOwnProperty('transcriptRequest');
+	},
+});
+
+Template.visitorTranscript.events({
+	'click .send'(e, instance) {
+		event.preventDefault();
+
+		if (!validateTranscriptData(instance)) {
+			return;
+		}
+
+		const subject = instance.$('[name="subject"]').val();
+		const email = instance.$('[name="email"]').val();
+
+		const room = instance.room.get();
+		const { _id: rid } = room;
+
+		const visitor = instance.visitor.get();
+		const { token } = visitor;
+
+		Meteor.call('livechat:sendTranscript', token, rid, email, subject, (err) => {
+			if (err != null) {
+				return handleError(err);
+			}
+
+			toastr.success(t('Your_email_has_been_queued_for_sending'));
+			this.save();
+		});
+	},
+
+	'click .request'(e, instance) {
+		event.preventDefault();
+
+		if (!validateTranscriptData(instance)) {
+			return;
+		}
+
+		const subject = instance.$('[name="subject"]').val();
+		const email = instance.$('[name="email"]').val();
+
+		const room = instance.room.get();
+		const { _id: rid } = room;
+
+		Meteor.call('livechat:requestTranscript', rid, email, subject, (err) => {
+			if (err != null) {
+				return handleError(err);
+			}
+
+			toastr.success(t('Livechat_transcript_has_been_requested'));
+			this.save();
+		});
+	},
+
+	'click .discard'(e, instance) {
+		event.preventDefault();
+
+		const room = instance.room.get();
+		const { _id: rid } = room;
+
+		Meteor.call('livechat:discardTranscript', rid, (err) => {
+			if (err != null) {
+				return handleError(err);
+			}
+
+			toastr.success(t('Livechat_transcript_request_has_been_canceled'));
+			this.save();
+		});
+	},
+
+	'click .cancel'() {
+		this.cancel();
+	},
+});
+
+Template.visitorTranscript.onCreated(async function() {
+	this.room = new ReactiveVar();
+	this.visitor = new ReactiveVar();
+	this.errorMessage = new ReactiveVar('');
+	this.infoMessage = new ReactiveVar('');
+
+	this.autorun(async () => {
+		const { visitor } = await APIClient.v1.get(`livechat/visitors.info?visitorId=${ Template.currentData().visitorId }`);
+		this.visitor.set(visitor);
+	});
+
+	this.autorun(async () => {
+		const { room } = await APIClient.v1.get(`rooms.info?roomId=${ Template.currentData().roomId }`);
+		this.room.set(room);
+
+		if (room?.transcriptRequest) {
+			this.infoMessage.set(t('Livechat_transcript_already_requested_warning'));
+		}
+	});
+});
diff --git a/app/livechat/client/views/regular.js b/app/livechat/client/views/regular.js
index 00ce6f4184b2c..b32606792eb9b 100644
--- a/app/livechat/client/views/regular.js
+++ b/app/livechat/client/views/regular.js
@@ -13,3 +13,4 @@ import './app/tabbar/contactChatHistoryItem';
 import './app/tabbar/contactChatHistoryMessages';
 import './app/tabbar/visitorInfo';
 import './app/tabbar/visitorNavigation';
+import './app/tabbar/visitorTranscript';
diff --git a/app/livechat/lib/messageTypes.js b/app/livechat/lib/messageTypes.js
index 8f870923bd282..d31179643ca55 100644
--- a/app/livechat/lib/messageTypes.js
+++ b/app/livechat/lib/messageTypes.js
@@ -49,6 +49,32 @@ MessageTypes.registerType({
 	},
 });
 
+MessageTypes.registerType({
+	id: 'livechat_transcript_history',
+	system: true,
+	message: 'Livechat_chat_transcript_sent',
+	data(message) {
+		if (!message.requestData) {
+			return;
+		}
+
+		const { requestData: { type, visitor = {}, user = {} } = {} } = message;
+		const requestTypes = {
+			visitor: () => TAPi18n.__('Livechat_visitor_transcript_request', {
+				guest: visitor.name || visitor.username,
+			}),
+			user: () => TAPi18n.__('Livechat_user_sent_chat_transcript_to_visitor', {
+				agent: user.name || user.username,
+				guest: visitor.name || visitor.username,
+			}),
+		};
+
+		return {
+			transcript: requestTypes[type](),
+		};
+	},
+});
+
 MessageTypes.registerType({
 	id: 'livechat_video_call',
 	system: true,
diff --git a/app/livechat/server/hooks/sendTranscriptOnClose.js b/app/livechat/server/hooks/sendTranscriptOnClose.js
new file mode 100644
index 0000000000000..d07542fdba9c5
--- /dev/null
+++ b/app/livechat/server/hooks/sendTranscriptOnClose.js
@@ -0,0 +1,19 @@
+import { callbacks } from '../../../callbacks';
+import { Livechat } from '../lib/Livechat';
+import { LivechatRooms } from '../../../models';
+
+const sendTranscriptOnClose = (room) => {
+	const { _id: rid, transcriptRequest, v: { token } = {} } = room;
+	if (!transcriptRequest || !token) {
+		return room;
+	}
+
+	const { email, subject, requestedBy: user } = transcriptRequest;
+	Livechat.sendTranscript({ token, rid, email, subject, user });
+
+	LivechatRooms.removeTranscriptRequestByRoomId(rid);
+
+	return LivechatRooms.findOneById(rid);
+};
+
+callbacks.add('livechat.closeRoom', sendTranscriptOnClose, callbacks.priority.HIGH, 'livechat-send-transcript-on-close-room');
diff --git a/app/livechat/server/index.js b/app/livechat/server/index.js
index 527bc59802d60..a0b5e969fcae6 100644
--- a/app/livechat/server/index.js
+++ b/app/livechat/server/index.js
@@ -18,11 +18,13 @@ import './hooks/sendToFacebook';
 import './hooks/processRoomAbandonment';
 import './hooks/saveLastVisitorMessageTs';
 import './hooks/markRoomNotResponded';
+import './hooks/sendTranscriptOnClose';
 import './methods/addAgent';
 import './methods/addManager';
 import './methods/changeLivechatStatus';
 import './methods/closeByVisitor';
 import './methods/closeRoom';
+import './methods/discardTranscript';
 import './methods/facebook';
 import './methods/getCustomFields';
 import './methods/getAgentData';
@@ -64,6 +66,7 @@ import './methods/transfer';
 import './methods/webhookTest';
 import './methods/setUpConnection';
 import './methods/takeInquiry';
+import './methods/requestTranscript';
 import './methods/returnAsInquiry';
 import './methods/saveOfficeHours';
 import './methods/sendTranscript';
diff --git a/app/livechat/server/lib/Livechat.js b/app/livechat/server/lib/Livechat.js
index ae5004a845004..8b127314d31a0 100644
--- a/app/livechat/server/lib/Livechat.js
+++ b/app/livechat/server/lib/Livechat.js
@@ -327,7 +327,7 @@ export const Livechat = {
 		const { extraData } = params;
 
 		const now = new Date();
-		const { _id: rid, servedBy } = room;
+		const { _id: rid, servedBy, transcriptRequest } = room;
 		const serviceTimeDuration = servedBy && (now.getTime() - servedBy.ts) / 1000;
 
 		const closeData = {
@@ -358,6 +358,7 @@ export const Livechat = {
 			t: 'livechat-close',
 			msg: comment,
 			groupable: false,
+			transcriptRequested: !!transcriptRequest,
 		};
 
 		// Retreive the closed room
@@ -921,13 +922,13 @@ export const Livechat = {
 		});
 	},
 
-	sendTranscript({ token, rid, email }) {
+	sendTranscript({ token, rid, email, subject, user }) {
 		check(rid, String);
 		check(email, String);
 
 		const room = LivechatRooms.findOneById(rid);
 
-		const visitor = LivechatVisitors.getVisitorByToken(token);
+		const visitor = LivechatVisitors.getVisitorByToken(token, { fields: { _id: 1, token: 1, language: 1, username: 1, name: 1 } });
 		const userLanguage = (visitor && visitor.language) || settings.get('Language') || 'en';
 
 		// allow to only user to send transcripts from their own chats
@@ -935,14 +936,11 @@ export const Livechat = {
 			throw new Meteor.Error('error-invalid-room', 'Invalid room');
 		}
 
-		const messages = Messages.findVisibleByRoomIdNotContainingTypes(rid, ['livechat_navigation_history'], { sort: { ts: 1 } });
+		const ignoredMessageTypes = ['livechat_navigation_history', 'livechat_transcript_history', 'command', 'livechat-close', 'livechat_video_call'];
+		const messages = Messages.findVisibleByRoomIdNotContainingTypes(rid, ignoredMessageTypes, { sort: { ts: 1 } });
 
 		let html = '<div> <hr>';
 		messages.forEach((message) => {
-			if (message.t && ['command', 'livechat-close', 'livechat_video_call'].indexOf(message.t) !== -1) {
-				return;
-			}
-
 			let author;
 			if (message.u._id === visitor._id) {
 				author = TAPi18n.__('You', { lng: userLanguage });
@@ -968,14 +966,57 @@ export const Livechat = {
 			fromEmail = settings.get('From_Email');
 		}
 
-		const subject = TAPi18n.__('Transcript_of_your_livechat_conversation', { lng: userLanguage });
+		const mailSubject = subject || TAPi18n.__('Transcript_of_your_livechat_conversation', { lng: userLanguage });
 
-		this.sendEmail(fromEmail, email, fromEmail, subject, html);
+		this.sendEmail(fromEmail, email, fromEmail, mailSubject, html);
 
 		Meteor.defer(() => {
 			callbacks.run('livechat.sendTranscript', messages, email);
 		});
 
+		let type = 'user';
+		if (!user) {
+			user = Users.findOneById('rocket.cat', { fields: { _id: 1, username: 1, name: 1 } });
+			type = 'visitor';
+		}
+
+		Messages.createTranscriptHistoryWithRoomIdMessageAndUser(room._id, '', user, { requestData: { type, visitor, user } });
+		return true;
+	},
+
+	requestTranscript({ rid, email, subject, user }) {
+		check(rid, String);
+		check(email, String);
+		check(subject, String);
+		check(user, Match.ObjectIncluding({
+			_id: String,
+			username: String,
+			name: Match.Maybe(String),
+		}));
+
+		const room = LivechatRooms.findOneById(rid, { _id: 1, open: 1, transcriptRequest: 1 });
+
+		if (!room || !room.open) {
+			throw new Meteor.Error('error-invalid-room', 'Invalid room');
+		}
+
+		if (room.transcriptRequest) {
+			throw new Meteor.Error('error-transcript-already-requested', 'Transcript already requested');
+		}
+
+		const { _id, username, name } = user;
+		const transcriptRequest = {
+			requestedAt: new Date(),
+			requestedBy: {
+				_id,
+				username,
+				name,
+			},
+			email,
+			subject,
+		};
+
+		LivechatRooms.requestTranscriptByRoomId(rid, transcriptRequest);
 		return true;
 	},
 
diff --git a/app/livechat/server/methods/discardTranscript.js b/app/livechat/server/methods/discardTranscript.js
new file mode 100644
index 0000000000000..fbd967d28cfb4
--- /dev/null
+++ b/app/livechat/server/methods/discardTranscript.js
@@ -0,0 +1,26 @@
+import { Meteor } from 'meteor/meteor';
+import { check } from 'meteor/check';
+
+import { hasPermission } from '../../../authorization';
+import { LivechatRooms } from '../../../models';
+
+Meteor.methods({
+	'livechat:discardTranscript'(rid) {
+		check(rid, String);
+
+		if (!Meteor.userId() || !hasPermission(Meteor.userId(), 'send-omnichannel-chat-transcript')) {
+			throw new Meteor.Error('error-not-allowed', 'Not allowed', { method: 'livechat:requestTranscript' });
+		}
+
+		const room = LivechatRooms.findOneById(rid);
+		if (!room || !room.open) {
+			throw new Meteor.Error('error-invalid-room', 'Invalid room', { method: 'livechat:requestTranscript' });
+		}
+
+		if (!room.transcriptRequest) {
+			throw new Meteor.Error('error-transcript-not-requested', 'No transcript requested for this chat', { method: 'livechat:requestTranscript' });
+		}
+
+		return LivechatRooms.removeTranscriptRequestByRoomId(rid);
+	},
+});
diff --git a/app/livechat/server/methods/requestTranscript.js b/app/livechat/server/methods/requestTranscript.js
new file mode 100644
index 0000000000000..20e5b4477ec17
--- /dev/null
+++ b/app/livechat/server/methods/requestTranscript.js
@@ -0,0 +1,20 @@
+import { Meteor } from 'meteor/meteor';
+import { check } from 'meteor/check';
+
+import { hasPermission } from '../../../authorization';
+import { Users } from '../../../models';
+import { Livechat } from '../lib/Livechat';
+
+Meteor.methods({
+	'livechat:requestTranscript'(rid, email, subject) {
+		check(rid, String);
+		check(email, String);
+
+		if (!Meteor.userId() || !hasPermission(Meteor.userId(), 'send-omnichannel-chat-transcript')) {
+			throw new Meteor.Error('error-not-allowed', 'Not allowed', { method: 'livechat:requestTranscript' });
+		}
+
+		const user = Users.findOneById(Meteor.userId(), { fields: { _id: 1, username: 1, name: 1 } });
+		return Livechat.requestTranscript({ rid, email, subject, user });
+	},
+});
diff --git a/app/livechat/server/methods/sendTranscript.js b/app/livechat/server/methods/sendTranscript.js
index 3bc83b95aa15f..0229b9a26f064 100644
--- a/app/livechat/server/methods/sendTranscript.js
+++ b/app/livechat/server/methods/sendTranscript.js
@@ -2,14 +2,21 @@ import { Meteor } from 'meteor/meteor';
 import { check } from 'meteor/check';
 import { DDPRateLimiter } from 'meteor/ddp-rate-limiter';
 
+import { Users } from '../../../models';
+import { hasPermission } from '../../../authorization';
 import { Livechat } from '../lib/Livechat';
 
 Meteor.methods({
-	'livechat:sendTranscript'(token, rid, email) {
+	'livechat:sendTranscript'(token, rid, email, subject) {
 		check(rid, String);
 		check(email, String);
 
-		return Livechat.sendTranscript({ token, rid, email });
+		if (!Meteor.userId() || !hasPermission(Meteor.userId(), 'send-omnichannel-chat-transcript')) {
+			throw new Meteor.Error('error-not-allowed', 'Not allowed', { method: 'livechat:sendTranscript' });
+		}
+
+		const user = Users.findOneById(Meteor.userId(), { fields: { _id: 1, username: 1, name: 1 } });
+		return Livechat.sendTranscript({ token, rid, email, subject, user });
 	},
 });
 
diff --git a/app/models/server/models/LivechatRooms.js b/app/models/server/models/LivechatRooms.js
index 1ff1886caa031..a9a0877dc0187 100644
--- a/app/models/server/models/LivechatRooms.js
+++ b/app/models/server/models/LivechatRooms.js
@@ -489,6 +489,35 @@ export class LivechatRooms extends Base {
 		});
 	}
 
+	requestTranscriptByRoomId(roomId, transcriptInfo = {}) {
+		const { requestedAt, requestedBy, email, subject } = transcriptInfo;
+
+		return this.update({
+			_id: roomId,
+			t: 'l',
+		}, {
+			$set: {
+				transcriptRequest: {
+					requestedAt,
+					requestedBy,
+					email,
+					subject,
+				},
+			},
+		});
+	}
+
+	removeTranscriptRequestByRoomId(roomId) {
+		return this.update({
+			_id: roomId,
+			t: 'l',
+		}, {
+			$unset: {
+				transcriptRequest: 1,
+			},
+		});
+	}
+
 	findOpenByAgent(userId) {
 		const query = {
 			t: 'l',
diff --git a/app/models/server/models/Messages.js b/app/models/server/models/Messages.js
index 862207d1f9716..24962bee0a7d5 100644
--- a/app/models/server/models/Messages.js
+++ b/app/models/server/models/Messages.js
@@ -803,6 +803,29 @@ export class Messages extends Base {
 		return record;
 	}
 
+	createTranscriptHistoryWithRoomIdMessageAndUser(roomId, message, user, extraData) {
+		const type = 'livechat_transcript_history';
+		const record = {
+			t: type,
+			rid: roomId,
+			ts: new Date(),
+			msg: message,
+			u: {
+				_id: user._id,
+				username: user.username,
+			},
+			groupable: false,
+		};
+
+		if (settings.get('Message_Read_Receipt_Enabled')) {
+			record.unread = true;
+		}
+		Object.assign(record, extraData);
+
+		record._id = this.insertOrUpsert(record);
+		return record;
+	}
+
 	createUserJoinWithRoomIdAndUser(roomId, user, extraData) {
 		const message = user.username;
 		return this.createWithTypeRoomIdMessageAndUser('uj', roomId, message, user, extraData);
diff --git a/packages/rocketchat-i18n/i18n/en.i18n.json b/packages/rocketchat-i18n/i18n/en.i18n.json
index ed5e8db7d7034..413802d479d08 100644
--- a/packages/rocketchat-i18n/i18n/en.i18n.json
+++ b/packages/rocketchat-i18n/i18n/en.i18n.json
@@ -1231,6 +1231,7 @@
   "Disabled": "Disabled",
   "Disallow_reacting": "Disallow Reacting",
   "Disallow_reacting_Description": "Disallows reacting",
+  "Discard": "Discard",
   "Disconnect": "Disconnect",
   "Display_offline_form": "Display Offline Form",
   "Display_setting_permissions": "Display permissions to change settings",
@@ -1480,6 +1481,7 @@
   "error-token-already-exists": "A token with this name already exists",
   "error-token-does-not-exists": "Token does not exists",
   "error-too-many-requests": "Error, too many requests. Please slow down. You must wait __seconds__ seconds before trying again.",
+  "error-transcript-already-requested": "Transcript already requested",
   "error-user-has-no-roles": "User has no roles",
   "error-user-is-not-activated": "User is not activated",
   "error-user-is-not-agent": "User is not a Omnichannel Agent",
@@ -2209,6 +2211,7 @@
   "Livechat_Agents": "Agents",
   "Livechat_AllowedDomainsList": "Livechat Allowed Domains",
   "Livechat_Appearance": "Livechat Appearance",
+  "Livechat_chat_transcript_sent": "Chat transcript sent: __transcript__",
   "Livechat_Dashboard": "Omnichannel Dashboard",
   "Livechat_DepartmentOfflineMessageToChannel": "Send this department's Livechat offline messages to a channel",
   "Livechat_enabled": "Omnichannel enabled",
@@ -2234,6 +2237,9 @@
   "Livechat_Take_Confirm": "Do you want to take this client?",
   "Livechat_title": "Livechat Title",
   "Livechat_title_color": "Livechat Title Background Color",
+  "Livechat_transcript_already_requested_warning": "The transcript of this chat has already been requested and will be sent as soon as the conversation ends.",
+  "Livechat_transcript_request_has_been_canceled": "The chat transcription request has been canceled.",
+  "Livechat_transcript_has_been_requested": "The chat transcript has been requested.",
   "Livechat_transcript_sent": "Omnichannel transcript sent",
   "Livechat_transfer_to_agent": "__from__ transferred the chat to __to__",
   "Livechat_transfer_to_agent_with_a_comment": "__from__ transferred the chat to __to__ with a comment: __comment__",
@@ -2242,6 +2248,9 @@
   "Livechat_transfer_return_to_the_queue": "__from__ returned the chat to the queue",
   "Livechat_Triggers": "Livechat Triggers",
   "Livechat_Users": "Omnichannel Users",
+  "Livechat_user_sent_chat_transcript_to_visitor": "__agent__ sent the chat transcript to __guest__",
+  "Livechat_visitor_email_and_transcript_email_do_not_match": "Visitor's email and transcript's email do not match",
+  "Livechat_visitor_transcript_request": "__guest__ requested the chat transcript",
   "LiveStream & Broadcasting": "LiveStream & Broadcasting",
   "Livestream_close": "Close Livestream",
   "Livestream_enabled": "Livestream Enabled",
@@ -2287,6 +2296,7 @@
   "mail-messages_description": "Permission to use the mail messages option",
   "Mail_Message_Invalid_emails": "You have provided one or more invalid emails: %s",
   "Mail_Message_Missing_to": "You must select one or more users or provide one or more email addresses, separated by commas.",
+  "Mail_Message_Missing_subject": "You must provide an email subject.",
   "Mail_Message_No_messages_selected_select_all": "You haven't selected any messages",
   "Mail_Messages": "Mail Messages",
   "Mail_Messages_Instructions": "Choose which messages you want to send via email by clicking the messages",
@@ -2914,6 +2924,8 @@
   "Request_comment_when_closing_conversation": "Request comment when closing conversation",
   "Request_comment_when_closing_conversation_description": "If enabled, the agent will need to set a comment before the conversation is closed.",
   "Request_tag_before_closing_chat": "Request tag(s) before closing conversation",
+  "Requested_At": "Requested At",
+  "Requested_By": "Requested By",
   "Require": "Require",
   "Require_all_tokens": "Require all tokens",
   "Require_any_token": "Require any token",
@@ -3120,6 +3132,7 @@
   "Selected_agents": "Selected agents",
   "Selecting_users": "Selecting users",
   "send-many-messages": "Send Many Messages",
+  "send-omnichannel-chat-transcript": "Send omnichannel conversation transcript",
   "Send": "Send",
   "Send_a_message": "Send a message",
   "Send_a_test_mail_to_my_user": "Send a test mail to my user",
@@ -3494,9 +3507,11 @@
   "totp-invalid": "Code or password invalid",
   "TOTP Invalid [totp-invalid]": "Code or password invalid",
   "Tourism": "Tourism",
+  "Transcript": "Transcript",
   "Transcript_Enabled": "Ask Visitor if They Would Like a Transcript After Chat Closed",
   "Transcript_message": "Message to Show When Asking About Transcript",
   "Transcript_of_your_livechat_conversation": "Transcript of your omnichannel conversation.",
+  "Transcript_Request": "Transcript Request",
   "transfer-livechat-guest": "Transfer Livechat Guests",
   "Translate": "Translate",
   "Translated": "Translated",
diff --git a/packages/rocketchat-i18n/i18n/pt-BR.i18n.json b/packages/rocketchat-i18n/i18n/pt-BR.i18n.json
index 747779fa2edf6..459253c45d480 100644
--- a/packages/rocketchat-i18n/i18n/pt-BR.i18n.json
+++ b/packages/rocketchat-i18n/i18n/pt-BR.i18n.json
@@ -1130,6 +1130,7 @@
   "Disabled": "Desativado",
   "Disallow_reacting": "Não permitir reagir",
   "Disallow_reacting_Description": "Não permite reagir",
+  "Discard": "Descartar",
   "Disconnect": "Desconectado",
   "Display_offline_form": "Exibir formulário quando offline",
   "Display_unread_counter": "Exibir número de mensagens não lidas",
@@ -1350,6 +1351,7 @@
   "error-token-already-exists": "Já existe um token com este nome",
   "error-token-does-not-exists": "Token não existe",
   "error-too-many-requests": "Erro, muitas solicitações. Por favor, diminua a velocidade. Você deve esperar __seconds__ segundos antes de tentar novamente.",
+  "error-transcript-already-requested": "Transcrição já solicitada",
   "error-user-has-no-roles": "O usuário não possui permissões",
   "error-user-is-not-activated": "O usuário não está ativo",
   "error-user-is-offline": "O usuário está offline",
@@ -1964,6 +1966,7 @@
   "Livechat_agents": "Agentes do Omnichannel",
   "Livechat_AllowedDomainsList": "Domínios permitidos em Livechat",
   "Livechat_Appearance": "Aparência do Livechat",
+  "Livechat_chat_transcript_sent": "Transcrição de bate-papo enviada: __transcript__",
   "Livechat_Dashboard": "Painel Omnichannel",
   "Livechat_DepartmentOfflineMessageToChannel": "Enviar as mensagens offline de Livechat deste departamento para um canal",
   "Livechat_enabled": "Omnichannel habilitado",
@@ -1988,6 +1991,9 @@
   "Livechat_Take_Confirm": "Você quer levar esse cliente?",
   "Livechat_title": "Título Livechat",
   "Livechat_title_color": "Cor de fundo do título do Livechat",
+  "Livechat_transcript_already_requested_warning": "A transcrição deste bate-papo já foi solicitada e será enviada assim que a conversa for encerrada.",
+  "Livechat_transcript_request_has_been_canceled": "A requisição de transcrição do bate-papo foi cancelada.",
+  "Livechat_transcript_has_been_requested": "A transcrição do bate-papo foi requisitada.",
   "Livechat_transcript_sent": "Transcrição de Omnichannel enviada",
   "Livechat_transfer_to_agent": "__from__ transferiu a conversa para __to__",
   "Livechat_transfer_to_agent_with_a_comment": "__from__ transferiu a conversa para __to__ com um comentário: __comment__",
@@ -1996,6 +2002,9 @@
   "Livechat_transfer_return_to_the_queue": "__from__ retornou a conversa para a fila",
   "Livechat_Triggers": "Gatilhos de Livechat",
   "Livechat_Users": "Usuários Omnichannel",
+  "Livechat_user_sent_chat_transcript_to_visitor": "__agent__ enviou a transcrição do bate-papo para __guest__",
+  "Livechat_visitor_email_and_transcript_email_do_not_match": "O email do visitante e o email da transcrição não correspondem",
+  "Livechat_visitor_transcript_request": "__guest__ solicitou a transcrição do bate-papo",
   "LiveStream & Broadcasting": "LiveStream e Broadcasting",
   "Livestream_close": "Fechar Livestream",
   "Livestream_enabled": "LiveStream Habilitado",
@@ -2040,6 +2049,7 @@
   "mail-messages": "Mensagens de Correio",
   "mail-messages_description": "Permissão para usar a opção de mensagens",
   "Mail_Message_Invalid_emails": "Você forneceu um ou mais e-mails inválidos: %s",
+  "Mail_Message_Missing_subject": "Você deve informar um assunto para o e-mail.",
   "Mail_Message_Missing_to": "Você deve selecionar um ou mais usuários ou fornecer um ou mais endereços de e-mail, separados por vírgulas.",
   "Mail_Message_No_messages_selected_select_all": "Você não selecionou nenhuma mensagem",
   "Mail_Messages": "Mensagens de E-mail",
@@ -2594,6 +2604,8 @@
   "Request_comment_when_closing_conversation": "Solicitar comentário ao encerrar a conversa",
   "Request_comment_when_closing_conversation_description": "Se ativado, o agente precisará informar um comentário antes que a conversa seja encerrada.",
   "Request_tag_before_closing_chat": "Solicitar tag(s) antes de encerrar a conversa",
+  "Requested_At": "Solicitado Em",
+  "Requested_By": "Solicitado Por",
   "Require": "Exigir",
   "Require_all_tokens": "Exigir todos os tokens",
   "Require_any_token": "Exigir qualquer token",
@@ -2746,6 +2758,7 @@
   "Selected_agents": "Agentes selecionados",
   "Selecting_users": "Selecionando usuários",
   "send-many-messages": "Enviar muitas mensagens",
+  "send-omnichannel-chat-transcript": "enviar transcrição de conversa omnichannel",
   "Send": "Enviar",
   "Send_a_message": "Envie uma mensagem",
   "Send_a_test_mail_to_my_user": "Enviar um e-mail de teste para o meu usuário",
@@ -3081,9 +3094,11 @@
   "totp-invalid": "Código ou senha invalidos",
   "TOTP Invalid [totp-invalid]": "Código ou senha invalidos",
   "Tourism": "Turismo",
+  "Transcript": "Transcrição",
   "Transcript_Enabled": "Pergunte ao visitante se eles gostariam de uma transcrição após o bate-papo fechado",
   "Transcript_message": "Mensagem para mostrar ao perguntar sobre Transcrição",
   "Transcript_of_your_livechat_conversation": "Transcrição da sua conversa Omnichannel.",
+  "Transcript_Request": "Solicitação de Transcrição",
   "Translate": "Traduzir",
   "Translated": "Traduzido",
   "Translations": "Traduções",
diff --git a/server/publications/room/index.js b/server/publications/room/index.js
index 3009ea0869c4e..4ede5ca50ced7 100644
--- a/server/publications/room/index.js
+++ b/server/publications/room/index.js
@@ -53,6 +53,7 @@ export const fields = {
 	departmentId: 1,
 	servedBy: 1,
 	priorityId: 1,
+	transcriptRequest: 1,
 
 	// fields used by DMs
 	usernames: 1,