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Allow customers to access chat transcripts

You can allow customers to download or email themselves a text file containing the transcript of their chat. When the Download Transcript or Email Transcript feature is active, a customer can click the three-dot menu in the top left corner of the chat window and select an available method for receiving their transcript.

Transcript requirements​

For mobile apps, make sure you have the latest SDK version:

note

To use Download Transcript, you must update the Ada mobile SDK to the latest version. If you're running an older version of the Ada mobile SDK, the Download Transcript button will appear in the three-dot menu, but it won't be functional.

Configure email and download settings​

Customers will only see the chat transcript options that you have activated in Ada.

  1. On the Ada dashboard, go to Channels > Web chat. Then, on the Appearance tab, open the General drawer.

  2. Under Chat Transcript, enable the Allow customers to email transcript and Allow customers to download transcript toggles to activate each feature.

  3. Click Save changes.

What customers see​

Customers access the transcript options from the three-dot menu at the top of the chat window.

  • At the top of the chat window, click the three-dot button to open the Settings menu, then click Download transcript or Email transcript.

Rate limit​

To protect the Email Transcript endpoint from abuse, a rate limit controls the number of times a customer can email the transcript to the same email address.

The following is the Email Transcript rate limit:

  • 5 emails per minute

  • 10 emails per day

Have any questions? Contact your Ada team—or email us at .