How to export Chat logs

Now that your team is ready to start chatting, what happens to the Chat conversations? 

While you can enable all Chat conversations to be automatically emailed to the Lucky Orange account owner and to email addresses manually entered within Chat settings, there’s another option to export individual Chat conversations. 

Exported Chat conversations will be a CSV file that includes: 

  • A timestamp of the Chat
  • Site name
  • Operator, which is the team member who chatted with the customer 
  • Customer details such as name and email address (if updated manually or passed through with custom user data)
  • Customer location via GeoIP
  • Individual Chat messages by timestamp and operator/customer
  • Visitor Chat ratings and feedback (if enabled in your account and left by the visitor)

How to export Chat conversations

All team members can export their own Chat logs. Only account owners and admins can access and export Chat logs of any team member. 

You can export Chat logs through the Communicate section or the Visitor’s Profile

To export through the Communicate section

  1. Navigate to Communicate from the left navigation
  2. Click on Chat Log from the menu
  3. Find the Chat conversation you want to export
    1. Click the date dropdown to search by specific dates or date ranges
    2. Click the filter icon to refine your Chat log list
  4. To the right of the desired Chat conversation, click the View Conversation button
  5. In the upper right corner of the Chat conversation window, click the three dots
  6. Select Export CSV
  7. The CSV file of the Chat conversation will begin to download immediately

To export through the Visitor’s Profile

  1. Navigate to Visitors from the left navigation
  2. Select the desired visitor. You may need to filter the Visitors’ Table or use segments to identify a specific visitor. 
  3. Click the Profile button to the right of the visitor’s information
  4. From the Visitor’s Profile, click the Chat tab located at the top of the page
  5. At this point, you should see a list of Chats that the visitor has had with your team. You’ll see the team member who accepted the Chat, when it happened and if there was a Chat rating. To export the Chat conversation, click the View Conversation button.
  6. In the upper right corner of the Chat conversation window, click the three dots
  7. Select Export CSV
  8. The CSV file of the Chat conversation will begin to download immediately