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Download, print, or save a Rep Inbox conversation

Updated

Download a conversation from Rep Inbox when you need to share it with a teammate, supplier, or another person who does not use your Inbox. The download is an HTML file you can open in a browser, print, or save as a PDF.

Download a conversation

  1. Open Rep Inbox and select the conversation you want to share.
  2. In the conversation header, open More actions (⋮) and select Download conversation.
  3. In the dialog, decide whether to select Include internal notes. The box is unchecked each time you open the dialog.
  4. Select Download. Your browser saves a file named for the conversation, such as conversation-1042.html.

The file shows the conversation number, subject, customer details, status, assignee, and messages with their authors and times. It also shows tags, contact reason, resolution, customer satisfaction rating, and assignment history when available. Times are shown in your time zone, which is named in the file.

Downloading does not change the conversation or send a message to the customer. The file reflects the conversation at the time you downloaded it.

Choose what to share

Internal notes are excluded by default. Select Include internal notes when the recipient should see them. Notes included in the file are marked as internal. Your choice applies only to this download.

Review the file before forwarding it. It can contain customer contact details and personal information written in messages. Excluding internal notes does not remove that information.

The file shows photos and playable voice notes from WhatsApp, Instagram, or Facebook Messenger when they fit within the file's size limits. Other attachments, including email attachments, appear by name, with their size when available; their contents are not included. Download an original attachment separately if the recipient needs it.

Print or save as PDF

  1. Open the downloaded .html file in a browser.
  2. Open the browser's Print dialog. Use Print for a paper copy, or choose Save as PDF to create a PDF.

You can send the downloaded HTML file to someone without a Rep Inbox account. They can open it in a browser.

Troubleshooting

  • You see an export policy message: Your role is not allowed to download conversations under your store's export policy. Ask an account administrator to review your access.
  • An image or voice note appears only by name: Large media may be listed without being embedded in the file. Download the original attachment separately if you need it.
  • The file says later messages are not included: The conversation exceeded the file's message limit. Do not use that file as a complete record; contact Rep AI support if you need the full thread.
  • The download fails: Try again. If it still fails, contact Rep AI support with the conversation number.
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