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 ‘Download conversation’:

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 is 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)
  • Operator’s replies
  • 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)
  • Seen/unseen notes
  • Internal notes
  • How and when the conversation was assigned
  • CC/BCC
  • Images
  • Attachments
  • GIFs
  • Articles
  • Apps

Images, attachment, GIFs, articles and apps will be labelled as text in the file, like [GIF] and [Article - article name], for example.

What’s next?

To gain a better understanding of your team’s support activity and performance, check out your Inbox reports.

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