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Export Conversation Transcripts
Salesforce users can export conversation transcripts for Voice, Enhanced Chat, enhanced Facebook Messenger, and enhanced WhatsApp in any production org. Conversation export isn’t supported in sandboxes, and conversation transcripts don’t count towards your Salesforce org’s storage limits and usage calculations.
Required Editions
| View supported editions for Voice. |
| View supported editions for Messaging. |
| User Permissions Needed | |
|---|---|
| To export conversation transcripts: | Weekly Data Export Permission OR Permission Set having Weekly Data Export Permission OR System Administrator Profile |
- If you let your Salesforce subscriptions expire or contact Salesforce Customer Support to cancel it, we lock your org. You can still export your conversation transcript data while your org is locked if you ask Salesforce Customer Support to temporarily unlock your org, then use the Conversation Transcript Export tool.
- This feature is unavailable for government cloud orgs.
- If your data export fails, the Export Now button is disabled for one hour.
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Add our file storage URL (https://*.amazonaws.com) as a Trusted URL.
- In the Content Security Policy (CSP) Settings section, for context, select Lightning Experience pages.
- In the CSP Directives section, select connect-src (scripts).
- If your Salesforce contract is active, skip to step 3. If you let your Salesforce contract expire, contact Salesforce Customer Support to request a temporary lift on your org’s locked status. When customer support confirms that your org is temporarily in Trial status, proceed to step 3.
- From Setup, enter Conversation Transcript Export, and click Conversation Transcript Export.
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Click Export Now to export your data.
When the export is complete, you'll see one or more download buttons. Separate files are provided for conversation entry, related records, and intelligence signals. If any of these files are larger than 6 GB, they are split into multiple files, each with its own download button. We recommend that you use a text editor or similar tool to verify if the expected number of records are successfully downloaded in the file.
- Click Download Data for each row of data that you want to download.
- Any data that’s generated in your org after you click Export Now in step 4 is not reflected in the export. To capture additional data that’s generated after clicking Export Now, wait 7 days to see the Export Now button reappear. At that time, you can re-export your data. Doing so replaces the previous exported data. The related export data and its audit data is available until 30 days from the date of last successful export.
Since this tool is intended for one-time export of your org's full conversation history, you can only use it once every 7 days. Once you bulk export the conversation transcript, you can use an API for incremental data syncs. For other options to access and analyze your conversation data, see
