Navigating the Live Chat Transcripts

  • Under the Live Chat section, select Transcripts.

    Not all agents are able to view transcripts. For information on transcript permissions, review the User Roles & Permissions article.

  • The Transcripts dashboard allows you to view all live chat conversations (based on your permissions). Transcripts are arranged chronologically, with the most recent conversations at the top of the list.

    • The opening line, start time, last interaction, and the # of interactions are listed as sortable fields.

  • To the right of the transcript, you are given the option to mark a conversation as “Read” or “Unread”. Read will show a checkmark within the circle. This will mark the transcript as read in your admin, not for all users.


  • You can enter keywords into the Search bar, change the date range, or both to adjust results. 

  • Select the Funnel icon to filter by Office, Agent, and Read Status