---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Chat transcript downloads for requesters

# Chat transcript downloads for requesters {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Once a conversation between a requester and a live agent ends, the requester can
download a transcript of the conversation.

After a conversation between a requester and a live agent ends, the requester's chat window
displays a Download button that enables the requester to download a chat
transcript. If the requester clicks the Download button, a .txt file is
automatically downloaded from the window of the requester's current web browser. The chat
transcript contains only the written text from the conversation; attachments and images from the
conversation appear as URLs. Even after the requester starts a new chat session, the
Download button from the previous session is still available if the
requester scrolls up. The chat transcript files are generated at the end of each chat session and
multiple chat sessions are not combined into one file.

The requester must be configured for chat transcript downloads for the
Download button to appear. For information about configuring the download
of chat transcripts, see [Setting up Agent Chat](https://servicenow-prod.fluidtopics.net/39Rp1Jphe3p67nk5YVSz5A "Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. Through Agent Chat, agents interact with end users, create incident or case records, or transfer chats to another agent or queue.").

Two types of chat transcripts are generated from the conversation: internal and external.

Internal chat transcripts:

* Are available only to the agent and chat supervisor.
* Include any conversations between the requester and virtual agent.
* Include any conversations between the agent and chat supervisor that occurred through Agent Whisper.
* Include customer sentiments (if Agent Chat is configured to display customer sentiments).

{#ci-chat-transcripts__ul_qyv_1l5_vlb}

The internal transcript field in the interaction table contains all private and public messages and is populated as soon as the chat is close completed.  
External chat transcripts:

* Are available to the requester.
* Include only conversations between the requester and the live agent.
* Do not include pre- or post-chat survey information.
{#ci-chat-transcripts__ul_tt2_xyw_msb}