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Keep a copy of a conversation on your device. Choose a text file to read the messages, or a CSV file to use in a spreadsheet.

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Start where you are

On a small screen, select a conversation under Chats. Open Msgs to see its messages.

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Find the conversation

  1. Open Analytics.
  2. Under Your Agents, select the agent whose conversation you want to download.
  3. Under Recent Conversations, select the conversation.
  4. Wait for its messages to appear in Conversation Messages.
  5. Continue with Download one conversation.
The Analytics link opens the general area. You choose your own agent and conversation there. If it opens a sign-in page, sign in. Open Analytics again if needed.

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Download one conversation

Check the messages to make sure you selected the right conversation. The download includes that conversation’s messages. Choose the format that suits your task:
  1. In the message viewer’s header, select Export.
  2. Select Download Conversation.
  3. Under Current Conversation, select Export as Text or Export as CSV.
  4. Open the downloaded file.
  5. Check that it contains the conversation you intended to keep.
Your browser may save the file automatically or ask where to save it. You are finished when you can open the correct file.

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Download several conversations

Use Bulk Download for a broader download from the selected agent. It includes accessible conversations with messages; empty conversations are not included. Need only certain conversations? Download them individually using Download one conversation. Bulk Download ignores the current search, date filter, and Show teammate conversations setting, if that setting is present.
  1. In the message viewer’s header, select Export.
  2. Select Bulk Download.
  3. Under All Conversations, select Export as Text or Export as CSV.
  4. Wait while the menu shows Preparing export….
  5. Open the downloaded file.
  6. Check its contents before using it as a report or sending it to someone.

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If you get stuck

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I cannot see Export

  1. Select a conversation under Recent Conversations, or Chats on a small screen.
  2. Wait for its messages to appear.
  3. On a small screen, open Msgs.
  4. Continue with Download one conversation.

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I cannot find the file

  1. Open Downloads from your browser’s menu.
  2. Look for a recent .txt or .csv file.
  3. If it is still downloading, wait for it to finish.
  4. Open the completed file.
If there is no new file, return to Alysium. Retry the steps in Download one conversation or Download several conversations.

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Alysium reports an export error

  1. Check that the conversation’s messages load.
  2. Retry the export.
For a bulk export, check that the agent has accessible conversations with messages.

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The file includes more than I wanted

Check whether you chose Bulk Download. Use Download one conversation for each conversation you want to keep. Downloading does not delete the original conversation. Anyone you send the downloaded file to can read its contents. Use Search conversations to find another exchange, or Who can see which conversations to understand access and downloaded copies.