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 transcripts using the web SDK
If your administrator has configured it, an end-user can download a chat transcript during a chat or after a chat 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 transcripts during a chat session
To download a chat transcript during an active session, the end-user clicks More, and then clicks Download transcript.
The transcript downloads to the end-user's device.
When an end-user downloads a chat transcript during an active 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 transcripts after a session is completed
If CSAT is enabled, the CSAT rating screen appears at the end of a chat, followed by the Thank you dialog. The end-user can download the chat transcript from the Thank you dialog. If CSAT is not enabled, the end-user can download a chat transcript from the chat pane.
Download transcripts when CSAT is enabled
To download transcripts when CSAT is enabled, from the Thank you dialog, the end-user clicks Download Transcript.
Download transcripts when CSAT isn't enabled
To download transcripts when CSAT isn't enabled, the end-user clicks Download transcript from the chat pane after a chat is completed.
Download transcripts using the mobile SDKs
End-users can request to download chat transcripts directly from the Contact Center AI Platform mobile app. Transcripts can be downloaded during or after a chat session.
End-user experience during a chat session
When a chat is assigned and at least one message has been exchanged by both the agent and the end-user, the end-user can request to download the chat transcript.
To download the transcript, the end-user clicks the ellipsis button, and then chooses Download transcript and their preferred location within their device.
Once a location is chosen, the end-user is redirected back to the chat screen, and the transcript will be downloaded to the end-user's chosen download location immediately.
End-user experience after a chat session has been completed
When a chat is ended, either by the end-user or agent, the CSAT rating screen will appear if it is enabled. Once the end-user has completed CSAT, they are redirected to the chat home screen where the option to download the chat transcript is available. If CSAT is not enabled the end-user can download the transcript from the chat screen.
To download transcripts when CSAT isn't enabled, the end-user clicks Download transcript from the chat pane after a chat is completed. The transcript will be downloaded to the end-user's chosen download location.