Announcing transcript downloads for messaging

Announced on | Rollout starts | Rollout ends
February 4, 2025 | February 3, 2025 | February 9, 2025

We're excited to announce that the ability to download messaging transcripts is now available in Zendesk Messaging.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We’re introducing a new self-service transcript download capability for Zendesk Messaging.

With this update, end users can download a transcript of their conversation directly from the native Messaging experience. The option is available at any time during a conversation, provided the end user has sent at least one message.

The capability is available now for the Web Widget and will be available for Mobile SDKs in March.

Features include:

Messages from the current ticket associated with the conversation (or the latest ticket if the conversation has ended and no new ticket exists).

Transcripts include the latest 500 messages (TBC).

Works for: bot and live agent conversations (with a dependency for bot-only transcripts noted below).

Transcripts are saved as text (txt) files with the pattern  Message-history_[Brand name]_[exportdatetime].txt

Email replies, ticket comments, and internal agent comments are not included in the transcript.

Why is Zendesk making this change?

Messaging previously lacked a self-service transcript request option, creating a gap for B2B customers, especially those migrating from Live Chat, where customers often need transcripts for compliance, documentation, or internal tracking.

This change:

Brings important Chat functionality into messaging

Reduces operational friction by removing the need for end users to ask agents for transcripts

Helps agents focus on resolution, not manual transcript handling

Improves trust and transparency for industries where keeping a record of communications is standard practice

What do I need to do?

The feature is turned off by default. You can turn it on or off in Admin Center as a global setting that affects all channels. Before you turn on transcript downloads, consider the following prerequisites and limitations:

Accounts must use the improved omnichannel backend

Multiparty EAP customers are not supported

Bot-only transcripts require AI agent tickets to be turned on (which is the default setting)

The initial bot greeting message might not appear in bot-only transcripts

Static transcript elements are localized to the end user’s language; message content remains as written

For more information, see Managing messaging transcript visibility.

If you have feedback or questions related to this announcement, visit our community forum , where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.