Product update · Widget
Visitors can download their chat transcript
Website visitors can now save a copy of their conversation from the chat's menu. It's a plain-text file with every message, note and booking confirmation.
· 3 min read
- Shipped
- Area
- Widget
- Available on
- Every plan
Your visitors often get something worth keeping from a chat: opening hours, a price, the steps to fix a problem, the time of a booked meeting. Until now they had to copy it out by hand or take a screenshot. Now they can save the whole conversation in one tap.
What's new
The website chat has a new options menu next to the close button. It holds:
- Download transcript. Saves the conversation as a plain-text file on the visitor's device.
- Restart chat. Moved here from the header, with the same text you've set for it.
- Talk to a human. If human handoff is on, the request for a person now lives in this menu too, and reads "Agent requested" once it's sent.
The transcript is what the visitor saw. Each message has the time it was sent and who sent it: the visitor, your chatbot, or the teammate who joined. It also includes the in-chat notes, such as when a person joined, and any booking confirmations with the meeting time and join link.
How to use it
There's nothing to set up. Visitors open the menu in the chat header and choose Download transcript.
To see it yourself, open your chatbot in Studio. The preview in the builder shows the same menu, so you can download a transcript from your test chat.
Good to know
- It's on for every chatbot. There's no setting to turn it on or off.
- The website chat only. WhatsApp, Instagram DM and Messenger keep the conversation in the visitor's own app, so there's nothing to download there.
- It's ready once the visitor has sent a message. The option is greyed out before that, and while a reply is still coming in, so a transcript never ends halfway through an answer.
- Text only. Images, documents and the time-slot picker aren't included. Booking confirmations are, as text.
- The file is created in the visitor's browser. It's saved straight to their device, and the file name uses your chatbot's name and the date.
- The restart text has a new home. The text you set for restarting the chat now labels the restart option in this menu. In the Studio designer, the field is called Restart Chat Menu Item.
- Your team has its own copy. Every conversation is still in Studio, and you can still have transcripts emailed to your team from the chatbot's Notifications tab.