How to Export and Email Live Chat Conversation Transcripts
Live chat transcripts can be exported as .txt files for offline reference by agents with the appropriate permissions. Agents can also email these transcripts to themselves and to requesters depending on the permissions assigned to them. This allows for easy access and record-keeping of conversations.
To export or email chat transcripts, agents must have Export conversation and Email conversation transcript permissions enabled for their roles. Refer to this article to learn more on how to manage agent access with permission.
Exporting chat conversation
- Log into BoldDesk account and navigate to the Chat module.
- Open the chat conversation and click the more option.
- Click the Export Conversation and
.txtfile will be automatically downloaded.
Emailing conversation transcript
Chat conversation transcripts can be emailed either to the requester (customer) or to yourself (agent) through these steps:
- Open the chat conversation and click the more option.
- Select the Email Transcript to Requester to send the transcript to the requester, or Email Transcript to Myself to send the transcript to yourself.
- The transcript will be sent to the registered email address of the customer or agent.
Priorities when Emailing Chat Conversation Transcript
When emailing chat conversation transcript, the widget brand ID is used to determine which email address to use. If a brand has multiple emails, the custom email is selected. However, if the brand has a primary email, it is prioritized regardless of whether it is marked as custom or default.
- Private notes are excluded in both exported files and emailed transcripts.
- Transcripts cannot be exported or sent to an external user.
- In the email, images appear as previews, while file attachments are included as downloadable links.
Enable Permission to Export and Email Transcripts
Enable the following permissions to allow agents export and email conversation transcripts.
