If I have a chat with a client, how do I export it?

saltpeaky

Hello,

After a support session, how do I export the chat with the client?

In our CRM and Customer Care tool, we need to store that information.

Thank you

cquirke

That's something of a pain point. First, there are two types of Chat; those that work outside a remote session, and second, that which is found and used within the session. It's important to be aware of the difference when asking about Chat, so folks don't give you advice for the type you aren't referring to, which will likely not work!

I've never used the first type of chat, but that may suit you better as there may be ways to keep and re-use that information.

I use the second type of chat, within the remote session; it's a great way to interact with the user (tho you may trip over each other due to the shared mouse and keyboard effect) and if you save this chat as text (e.g. to Notepad), you'll have time stamps that you can use for billing purposes, plus a log you can refer to when planning follow-up sessions.

Here comes the pain: This useful chat is not created anywhere as a file (not even in %Temp%) and is lost forever as soon as anything ends the session - which is likely, given how often you're only in session because not all is well!

So, the only way to preserve this Chat, is to frequently do this:

1) Slide open the chat window from the right of your screen, if not already open

2) Right-click text in that window, Select All (or Ctl+A)

3) Copy, on the pop-up context menu

4) Navigate somewhere else, e.g. Notepad (on either side of the session)

5) Select All, if updating what's there from this session only, then Paste, then Save (As)

So far that rigmarole is the only way to keep these Chat sessions. I'd love to be wrong about that!