How to Download a Chat Transcript from the Live Chat Widget
The Download Transcript option lets you download a copy of your current chat conversation from the Live Chat widget for offline reference. This option appears in the widget’s More options (⋮) menu (the same menu used for options such as Email Transcript, when enabled).
Prerequisites
- You must have an active chat conversation open in the Live Chat widget.
- The widget must have Download Transcript enabled. Explore How to Configure Preference Tab in the Live Chat Widget.
- Your conversation must contain at least one message.
Steps to download a chat transcript
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Open the Live Chat widget and go to the conversation you want to save.
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In the chat widget header, click More options (⋮).
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Select Download Transcript.
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Your browser downloads the transcript file to your device’s default download location.
Result
A plain text transcript file (typically .txt), downloaded by your browser.
Troubleshooting
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“Download Transcript” is missing from the menu
- The widget may not have this feature enabled for your account or widget configuration.
- Use Email Transcript instead (if available). The Email Transcript option appears in the same More options (⋮) menu when transcript emailing is enabled.
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“Download Transcript” is visible but disabled (grayed out)
Ensure you are currently in an active chat session and the conversation contains messages. -
The file did not download
- Check your browser’s download settings and pop-up/download permissions.
- Try again using another supported browser (for example, Chrome, Edge, Firefox, or Safari).
Frequently Asked Questions
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Where do I find the “Download Transcript” option in the Live Chat widget?
You can access it from the widget header’s More options (⋮) menu while viewing an active conversation. -
Why can’t I see “Download Transcript” in the menu?
The option appears only if your organization has enabled Download Transcript for the widget and you are currently in an active chat conversation. -
Can I download a transcript if the conversation has no messages?
No. Your conversation must contain at least one message for the transcript to be downloaded. -
Where does the downloaded transcript file go?
The transcript downloads to your device’s default download location, based on your browser settings.
