How to Access/Download Visitor Chat Transcripts
Chat Transcripts store all chats between your operators and website visitors. These records help you review past interactions, understand customer needs, evaluate operator performance, and improve overall chat quality.
You can download visitor chat transcripts, filter them based on different criteria, or delete chats you no longer need. This makes transcripts a valuable resource for analysis, training, compliance, and future improvements.
Here’s how the Visitor Chat Transcripts appear in your ProProfs Live Chat account:
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Why Access Visitor Chat Transcripts?
By accessing or downloading visitor chat transcripts, you can:
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Assess the performance of your chat operators and identify areas for improvement
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Train new operators by helping them understand common customer questions and effective response techniques
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Track customer interaction history and maintain records for compliance or internal review
To View/Download Chat Transcripts
Open Visitor Chat Transcripts
From your ProProfs Live Chat dashboard, go to Transcripts -> Visitor Chat.
This opens the Visitor Chat Transcripts page, where all visitor conversations are listed.
Actions on the Visitor Chat Page
Once you are on the Visitor Chat page, you can manage and review transcripts using the options available at the top and within the transcript list.
Filter and Sort Chat Transcripts —
You can easily narrow down chat transcripts using the available filters:
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Operators: Filter chats handled by specific operators
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Date Range: Select a custom time period to view chats from a particular duration
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Languages: Filter chats based on the visitor’s language
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Tags: Narrow down chats using assigned tags
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Sentiments: Sort chats by sentiment such as Calm, Happy, or Angry
These options help you quickly find and organize relevant conversations.
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View a Chat Transcript —
To view a specific chat conversation:
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Click the eye icon under the View column next to the transcript you want to open. This displays the complete conversation between the visitor and the operator.
Download Chat Transcripts —
To download chat transcripts:
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Click the download icon available on the Visitor Chat page
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Select the desired date range
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Download the transcripts for offline review or record-keeping
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To Delete Chat Transcripts
To delete visitor chat transcripts:
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Go to Transcripts -> Visitor Chat
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Select the transcript(s) you want to delete using the checkbox
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Click the delete icon
This permanently removes the selected chat transcripts from your account.
That’s all about accessing or downloading visitor chat transcripts in ProProfs Help Desk. Please contact our support team if you encounter any issues or questions.