This section explains how agents and end-users can view previous chats. It also explains how end-users can download chat transcripts.
View previous chats in the agent adapter, web SDK, and mobile SDKs
If your administrator has configured it, agents and end-users can see previous chat interactions during a chat. Agents see previous chats in the chat adapter, and end-users see them in the web SDK and mobile SDK widgets. For more information, see Enable the display of previous chat interactions .
Chat history in the chat adapter
The following is an example of chat history in the chat adapter:
Chat history in the web SDK
The following is an example of chat history in the web SDK widget:
Chat history in the mobile SDKs
The following is an example of chat history in a mobile SDK widget:
Download chat transcripts using the web SDK and mobile SDKs
If your administrator configures it, an end-user can download a chat transcript using the web SDK or the mobile SDKs. They can do this during a chat session or after a chat session has ended. The option to download a chat transcript is available only after the agent and the end-user have both sent at least one message.
Download a transcript during a chat session
To download a transcript during a chat session, the end-user does the following:
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In the chat pane, the end-user clicks More, and then clicks Download transcript.
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The end-user chooses a download location on their device.
When an end-user downloads a chat transcript during an active chat session, the transcript includes the messages that were exchanged up until the time that it was downloaded. To get a transcript of the entire session, the end-user must wait until the session is completed to download the transcript.
Download a transcript after a chat session is completed
If CSAT is enabled, a CSAT rating dialog appears at the end of a chat. The end-user can download a chat transcript from the Thank youdialog that follows the CSAT rating dialog. If CSAT isn't enabled, the end-user can download a chat transcript from the chat pane.
Download a transcript when CSAT is enabled
To download a transcript when CSAT is enabled, the end-user does the following:
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In the CSAT rating dialog that appears when a chat session is completed, the end-user provides a CSAT rating. A Thank you!dialog appears.
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In the Thank you!dialog, the end-user clicks Download Transcript.
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The end-user chooses a download location on their device.
Download a transcript when CSAT isn't enabled
To download a transcript when CSAT isn't enabled, the end-user does the following:
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In the chat pane, when the chat is completed, the end-user clicks Download transcript.
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The end-user chooses a download location on their device.
