Reviewing and exporting past chats in History

What's my plan?

From History page inside the Chat dashboard, you can review details about your chats and visitors, including chat transcripts. You can export chat information, individually or in bulk, and email details to yourself, or to other users.

In this article, we'll discuss the following topics:

• Reviewing past chats
• Working with chat transcripts
• Exporting chat details
• Searching past chats

Note: The information in this article applies to Zendesk Chat standalone accounts, and Chat + Support accounts using the standard agent interface. If you are using the Zendesk Agent Workspace, conversation history is displayed in the ticket associated with that conversation.

Reviewing past chats

All chats are listed on the History page. For Lite plans, only chats from the past 30 days are available. For all other plans, chats are saved indefinitely, or until they are manually deleted.

Note: Chats do not appear in your History until the chat has been ended by the customer, or the chat has timed out. See When do chats time out? for more information.

To view a chat's details

1. In the history list, click a chat. The chat details open in a panel on the right side of the page. If needed, search for a chat you want to view.
2. Click the Transcript tab to display chat-related information, including:
   • Conversation text and timestamps
   • Chat rating (optional)
   • Comment (optional)
   • Department (optional)
   • Ticket number and date
   • Any tags applied to the ticket
3. Click the User info tab to display visitor-related information, including:
   • Visitor name, email, and phone number
   • Visitor notes (optional)
   • Number of past visits and past chats by this visitor
   • Visitor path (actions the visitor has taken leading prior to the chat)
   • Visitor metadata, including location, browser and device information, and IP address
4. Click the X in the top right to close the details panel.

Working with chat transcripts

You can export chat transcripts and email those files to yourself, or to other agents. You can also add transcripts to a related Support ticket.

Transcripts are exported as a .TXT files. Agents and admins can export transcripts individually. Admins can export them in bulk.

To export and email chat transcripts

1. In the history list, select the chat transcripts you want to export:
   • To select all chats on the first page, click the box at the top of the first column.
   • To select all chats from the last 90 days, click the box at the top of the first column, then click Select all chats in History.
   • To select specific chats, click the selection box next to the chat.
2. Click the Actions dropdown menu and click Export chat transcripts.
3. Enter the email addresses of the agents you want to send the transcripts to, and click Send. Note that you can only export chat details to agents in the same account. The Recipients field is case sensitive so the email entered must exactly match the one listed on the agent's Chat profile.

   The recipients are sent an email from [e-mail] that includes download links for the transcripts. This link is only active for 24 hours.

If you are using an integrated Chat + Support account, you can add a transcript to the Support ticket created from that chat.

To add a transcript to a Support ticket

1. In the history list, click a chat.
2. In the details panel, click Transcript.
3. Click the Export transcript icon (), then click the Add transcript to ticket button.

   The transcript is added to the ticket associated with the chat.

Exporting chat details

You can export a chat's details to a CSV file, which can then be sent to other agents, or to yourself.

The information in the chat details CSV includes everything from the User info tab, as well as the chat metadata from the Transcripts tab, as described above. It does not include the chat transcript itself.

To export chat details to a CSV file

1. In the history list, select the chats with details you want to export:
   • To select all chats on the first page, click the box at the top of the first column.
   • To select all chats from the last 90 days, click the box at the top of the first column, then click Select all chats in History.
   • To select specific chats, click the selection box next to the chat.
2. Click the Actions dropdown menu, and select Export chat details.
3. Enter email addresses to send the CSV file to in the window that appears. Note that you can only export chat details to agents in the same account. The Recipients field is case sensitive so the email entered must exactly match the one listed on the agent's Chat profile.
4. Click Send. The CSV file will be emailed to the addresses entered. The recipients are sent an email from [e-mail] that includes download links for the details CSV. This link is only active for 24 hours.

Searching past chats

If you have a large number of chats in your history, or if you need to locate chats that include a specific keyword, date range, tag, or other information, you can use the search feature on the chat History page.

To search for a chat

1. From the dashboard, select History.
2. In the history list, click the chat you want to view. You can also search for chats including by entering a search term in the drop-down field to search for chats. Click the arrow next to the field to enter advanced search criteria.
3. Click Search.