Managing messaging transcript visibility

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<p id="docs-hc-snippet" style="display: none;">In Admin Center, you can manage how agents can add transcripts of messaging conversations to tickets, and whether they can be viewed by end users. You can also give end users permission to download conversation transcripts from the Web Widget and Android mobile SDK.</p>
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<p id="docs-ai-summary-content">Manage how agents and end users access messaging conversation transcripts. Allow end users to download transcripts via the Web Widget. Configure agents to add transcripts to tickets as public replies or internal notes, controlling visibility. These settings help you streamline communication and maintain control over transcript access.</p>
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<p class="p">In Admin Center, you can manage how agents can add transcripts of messaging conversations
to tickets, and whether they can be viewed by end users. You can also give end users
permission to download conversation transcripts from the Web Widget and Android mobile
SDK.</p>
<p class="p">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic_m2d_1yv_tqb__ul_fqj_ghb_b3c">
<li class="li"><a class="xref" href="#topic_fs1_21v_13c">Allowing end users to download messaging conversation transcripts</a></li>
<li class="li"><a class="xref" href="#topic_cm3_21v_13c">Managing messaging conversation transcripts in tickets</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fs1_21v_13c">
<h2 class="title topictitle2" id="ariaid-title2">Allowing end users to download messaging conversation transcripts</h2>
<div class="body">
<p class="p">You can choose to make messaging conversation transcripts available for download from
the Web Widget and Android mobile SDK. When this feature is turned on, end users can
download transcripts without agent assistance.</p>
<p class="p"><img class="image" id="topic_fs1_21v_13c__image_a1l_whb_b3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/download_transcript_menu.png" width="300"></p>
<p class="p">This setting is applied to all messaging Web Widgets on your account and to supported
mobile SDK implementations.</p>
<p class="p">End users can download transcripts from messaging conversations with AI or human
agents. However, for AI agent-only transcripts:</p>
<div class="p">
<ul class="ul" id="topic_fs1_21v_13c__ul_wwq_2kw_g3c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">AI agent tickets</a> must be turned
on.</li>
<li class="li">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8774095741466#topic_z34_zcd_f2c" target="_blank">AI agent greeting message</a> may not
appear in the downloaded transcript.</li>
</ul>
</div>
<div class="p">
<div class="div">
<p class="p"><strong class="ph b">To allow messaging transcript downloads</strong></p>
<ol class="ol" id="topic_fs1_21v_13c__ol_g4z_yhb_b3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_fs1_21v_13c__d8e905" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Click <strong class="ph b">Messaging settings</strong>.</li>
<li class="li">Under Advanced, expand the <strong class="ph b">Downloading transcripts</strong>
section.</li>
<li class="li">Select <strong class="ph b">End users can download a transcript of the conversation</strong>.
Deselect this option to prevent transcript downloads.</li>
<li class="li">Click <strong class="ph b">Save settings</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_cm3_21v_13c">
<h2 class="title topictitle2" id="ariaid-title3">Managing messaging conversation transcripts in tickets</h2>
<div class="body">
<p class="p">Agents can add messaging conversation transcripts to tickets if needed. You can
configure how conversation transcripts are added to the ticket.</p>
<p class="p">There are two ways transcripts can be added to a ticket:</p>
<ul class="ul" id="topic_cm3_21v_13c__ul_uk3_fyv_tqb">
<li class="li">
<strong class="ph b">As public reply</strong> (default setting) adds the transcript to the ticket
history as a public reply, which is visible to ticket requesters and any other
end users CCed on a ticket. Transcripts are included in email notifications and
within the ticket when viewed in the help center. This setting also allows you
to <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/" target="_blank">use ticket APIs to fetch conversation data</a>.</li>
<li class="li">
<strong class="ph b">As internal note</strong> adds the transcript to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">ticket events</a> as an internal note,
which is visible only to agents.</li>
</ul>
<p class="p"><strong class="ph b">To configure transcript visibility</strong></p>
<ol class="ol" id="topic_cm3_21v_13c__ol_vk3_fyv_tqb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_cm3_21v_13c__d8e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span><div class="note note">
<span class="notetitle">Note:</span> For older accounts, transcript visibility is managed in the Chat
dashboard. From the Chat dashboard, select <strong class="ph b">Settings &gt; Account &gt;
Zendesk Support tab</strong>. </div>
</li>
<li class="li">Click <strong class="ph b">Comment options for agents</strong> to expand it.</li>
<li class="li">Under <strong class="ph b">Select how transcript will be added to the ticket</strong>, select <strong class="ph b">As a
public reply</strong> or <strong class="ph b">As an internal note</strong>.<p class="p"><img class="image img-screenshot" id="topic_cm3_21v_13c__image_swr_1jt_xqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/chat_transcript_visibility_ac2.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
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