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Chat Transcripts

1. What is a chat transcript?

Chat Transcripts or conversation history allow the agent to download/export a backup copy of your past conversations with a customer.

There may arise situations where the agent or the customers may want the reassurance of having a hard copy as proof to your chat. This feature will allow you to send the chat transcript to the agent or the customer in the form of an email copy and might also include a CSV file transcript as an attachment.

2. How to get a chat transcript from Engati?

One can download a consolidated user conversation history for the last 90 days from the portal. The exported transcript is in this format –

The columns include:

a. Timing of the message.

b. Sender (Chatbot, User, or Agent).

c. User Id.

d. Platform.

e. Message Type.

f. Message.

 

Steps to Download chat transcripts -

1. To get this report, click on Actions -> Export Interactions

 

2. A message prompting ‘Download will begin shortly’ will be displayed. Click on Download Exports.

3. And finally, click on the Download button to download the zip file, you can open this zip file to extract the CSV file. 


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