Chat history & transcripts

Chat History for Visitors

If "Enable Chat History" is turned on in the widget, returning visitors will see their previous messages. The history is assigned via the browser fingerprint.

Enable: Widget → Settings → "Enable Chat History"

Transcript by Email

After a chat is completed, visitors can have a transcript sent to their email.

Automatic Transcript

If "Auto Transcript" is enabled, a transcript will be automatically sent to the visitor's registered email address after a conversation is closed.

Requirement: The visitor must have provided an email address (via pre-chat form or in the chat).

Enable: Widget → Settings → "Enable Auto Transcript"

Manual Transcript

Visitors can request a transcript in the widget via the "Send Transcript" button.

Conversation Export (Agent)

Agents can export conversations:

1. Open the conversation
2. Click on "Export"
3. The chat history will be downloaded as a structured format (JSON)

Privacy

• Chat histories are subject to the data retention policy of the tenant
• The retention period can be configured under Settings → Privacy → Data Retention
• After the period expires, conversations and associated messages are automatically deleted
• Visitors can request the deletion of their data at any time (GDPR Art. 17)