If you need to share a conversation, or keep a record of it, you can easily download its transcript.
Just go to a conversation and click the options icon, then click ‘Export conversation as text’:
The conversation transcript will now download as a .txt file.
Your users and leads can also download a conversation transcript while they chat to you in the Messenger:
Note: Conversation transcripts are only available on desktop in the Messenger.
What’s included in the transcript?
Your conversation transcript includes:
All replies in the conversation
The timestamps of every reply
The date and time the conversation was created (in your workspace’s timezone)
The customer and teammate’s names
The date and time the conversation was downloaded
What’s not included?
The file does not include:
The different states of the conversations (snoozed, unsnoozed, closed)
How and when the conversation was assigned
Images, attachment, GIFs, articles and apps will be labelled as text in the file, like [GIF] and [Article - article name], for example.
Note: You can't export multiple conversation transcripts from your workspace but you can use our API to do so using our Conversations API.
To gain a better understanding of your team’s support activity and performance, check out your Inbox reports.