How to export a chat to PDF?

Operators can export the conversation history with a client to a PDF file for archiving, sharing with colleagues, or printing. Export works for both regular chats and tickets — for tickets, you can optionally include ticket fields and client data.

When you need it

  • You need to save the dialogue history for archives or reporting.
  • You want to share the full context of a request with colleagues, including ticket fields.
  • You need to print the dialogue for internal procedures.

What to know

  • Export to PDF — creates a file with the message history, dialogue header (ID, subject, author, client, assignee, date), and optionally ticket and client fields.
  • Option "Include ticket/client fields" — adds custom ticket fields and client contact data (email, phone, name, etc.) to the PDF.
  • Access — the feature is visible if an administrator has enabled it in instance settings (see Export to PDF settings).

Before you begin

  • You are logged in with operator rights.
  • Export to PDF is enabled by the administrator.
  • You have a dialogue with a client open.

Step-by-step instructions

1. Open the required dialogue

  1. Open the dialogue with the client in the Operator Panel (Menu → Operator Panel).
  2. Make sure the full conversation history is displayed.

2. Open the export dialog

  1. In the header of the active chat (above the message history), click the menu button (three dots or actions icon).
  2. Select "Export to PDF".
  3. The export options dialog opens.

3. Configure options and download PDF

  1. If needed, enable "Include ticket/client fields" — then the PDF will include custom ticket fields and client contact data.
  2. Click "Export to PDF".
  3. Wait for generation to complete (for long dialogues this may take a few seconds).
  4. The file downloads automatically to your computer with the name chatroom-{id}.pdf.

What happens after

  • The PDF file is saved to your downloads folder.
  • The file contains the message history with authors and dates.
  • If the dialogue is a ticket and the option was enabled, the PDF also includes ticket fields and client data.

How to verify it worked

  • Check that the file appeared in your downloads folder.
  • Open the PDF and confirm the message history displays correctly.
  • For tickets with the option enabled, verify that ticket and client fields are present.

Possible issues

  • "Export to PDF" menu item is not shown — the feature must be enabled in instance settings. Contact your administrator.
  • Export error — check your internet connection. For very long dialogues (over 1000 messages), only the last portion is exported.

Export to PDF settings

Administrators can control the export feature:

  1. Feature flag "Operator Panel → Chatroom Export to PDF" — enable or disable export. If disabled, the menu item is hidden.
  2. PDF generation timeout — in Instance Settings you can set the maximum wait time (in seconds) for generating PDFs for long dialogues. The default is set by the administrator.

These settings are available in Menu → Settings → Instance Settings (Feature Flags and the chatroom export settings block).