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Allow End Users to Download a Transcript of a Messaging Session

While Enhanced Chat shows messaging history in the conversation window to verified end users, unverified end users want to review messaging history. Now, unverified and verified end users can download a PDF conversation transcript after the session ends.

Required Editions

View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel

Turn On Download Transcripts

  1. Before an end user can download a transcript of their Enhanced Chat conversation, an admin must enable it:
  2. From Setup, enter Messaging Settings, and select Messaging Settings.
  3. Click the downward arrow to the right of your channel, and select Edit.
  4. Select Let customers download their conversation transcripts.
  5. Save your changes.

You can't download a transcript from an app built on Mobile Publisher.

Download a Transcript

To download a transcript of the chat conversation, an end user clicks the Menu icon, then selects Request Chat Transcript.

Enhanced Chat v1 conversation window with Request Chat Transcript button

What’s Included in a Downloaded Transcript

  • A transcript can contain up to 200 conversation entries. A conversation entry is defined as a single block of text that was initiated by a service rep, end user, bot, Service agent, or auto-response.
    • If chatting with a service rep, a conversation entry includes updates about a service rep's status, such as joining or leaving the conversation.
    • If chatting with a Service agent, a conversation entry includes citations. While you can customize the word Sources in the custom label file, it still appears in the transcript as Sources.
    • Read receipts and estimated wait time aren't considered conversation entries.
  • Enhanced Chat v2 transcripts are text-only.
  • All timestamps are in the GMT time zone and can’t be localized.
  • These languages aren’t supported: Arabic, Hebrew, Amharic, Armenian, Bengali, Burmese, Georgian, Gujarati, Kannada, Khmer, Malayalam, Punjabi, Tagalog, Tamil, Telugu, Thai, Urdu, Yiddish.
  • Unsupported characters are replaced with a “?”.
  • Emojis either display in greyscale or text.