Overview

How to Export Conversation Transcripts

Agents can send the entire transcript of any user conversation by following the instructions below:

1. Find and click into the conversation you'd like the transcript for.

2. Tap the 'Export' icon in the top right corner of the screen (next to the 'Resolve/Reopen' button).

3. Select one of the following three delivery methods and hit 'Submit':

   • Send the transcript to the customer

   • Send the transcript to the assigned agent (ensure that the assigned agent is not the assistant)

   • Send the transcript to another email address

FAQs

Do private notes appear in a transcript?

Private notes or system actions will not appear in the transcript.

Who can export a conversation transcript?

Any agent can export any conversation's transcript, including conversations that were never escalated to an agent.

Why is there no option to send the transcript to the customer?

Transcripts can only be sent to a user if an email is provided in the conversation's contact field. This option will not appear if no email is provided.