Is there any ways to download the chat Transcript for Agent in AWS

[Community Alums]

Hi All,

When we enable the Transcript option in chat setup the End User were able to see the download button and it shows the chat Transcript file 

But, how the Agent can able to download the same chat transcript ?

Anyone can help me on this

[Community Alums]

Hi @Community Alums ,

Once a conversation between a requester and a live agent ends, the requester can download a transcript of the conversation.

After a conversation between a requester and a live agent ends, the requester’s chat window displays a Download button which enables the requester to download a chat transcript. If the requester clicks the Download button, a .txt file is automatically downloaded from the window of the requester’s current web browser. The chat transcript contains only the written text from the conversation; attachments and images from the conversation appear as URLs. Even after the requester starts a new chat session, the Download button from the previous session is still available if the requester scrolls up. The chat transcript files are generated at the end of each chat session and multiple chat sessions are not combined into one file.

The requester must be configured for chat transcript downloads for the Download button to appear. For information about configuring the download of chat transcripts, see Configure live agent chat.

Two types of chat transcripts are generated from the conversation: internal and external.

Internal chat transcripts:

• Available only to the agent and chat supervisor.
• Include any conversations between the requester and virtual agent.
• Include any conversations between the agent and chat supervisor that occurred through Agent Whisper.

External chat transcripts:

• Available to the requester.
• Include only conversations between the requester and the live agent.
• Does not include pre- or post-chat survey information.

[Community Alums]

Hi @Community Alums 

Where we can see the Internal chat Transcript and External chat transcript

[Community Alums]

Hi @Community Alums ,

You can check the transcript field in interaction table. Also, in interaction table there is a field called "internal transcript". This will contain all private and public messages and it is populated as soon as the chat is close completed. However, there is no direct option to download it.

You can create custom UI action on whatever table you require and download the records .