Download External Chat Logs

Cloud Voice keeps a record of the chat sessions your agents handle with contacts outside your organization. You can export these conversations to your computer whenever you need them: for legal or regulatory compliance, to resolve a customer dispute, to review agent performance, or for any similar reason.

Before you begin

Your Cloud Voice system must be running firmware version 84.13.0.25 or newer.

Note

You can check the current firmware version in the PBX admin portal under the system settings. If your system is on an older version, the External Chat Logs page will not appear, and you will need to upgrade the firmware before you can export any logs.

Download the logs

1. Sign in to the PBX (Private Branch Exchange, your phone-system admin portal) web portal and open Reports and Recordings > External Chat Logs.

2. Choose whether to export everything or only a subset:

   Export every chat log

   Click Download above the list, then select Download All Chat Logs.

   

   Export selected chat logs

   

   1. Apply filters to narrow the list to the records you want. The matching external chat sessions appear on the page.
   2. Click Download above the list, then select Download Filtered Chat Logs.

   Tip

   On a busy system, filter down to only the records you actually need before you export. A smaller download is faster to produce, easier to work with, and avoids pulling customer conversations you have no reason to hold.

What you get

The logs are saved to your computer. Each download contains two CSV (comma-separated values, a plain table format that opens in Excel, Google Sheets, or any spreadsheet app) files:

• Session_Record: summary details for every chat session included in the export.
• Chat_Data_Record: the full message-by-message history of each chat session.

Caution

These files contain the complete text of customer conversations and any personal details shared during a chat. Store and share them only as your organization’s data-protection and retention policy allows, and delete local copies once you no longer need them.