Copy of Live Chat Support Transcript

[OhHenrie]

Hello,

Im having trouble finding a copy of an interaction I had with a customer support agent. It should be in my emails right? I dont know why but I cannot find it for the life of me!

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[RogersYasmine]

Greetings @OhHenrie!

Thank you for posting your query here in the community. We hope you and your loved ones had a safe and happy holiday season!! 😊❄️

Yes, once you have opted to receive a copy of your Live Chat transcript (which is provided before you exit the chat window), it will be sent to the email address that you provided. If you don't see it in your inbox, try checking your junk mail folder to ensure it wasn't sent there by mistake. 

I hope this helps! 

RogersLaura

[c89kam]

Same here. I had 2 interactions today for an outage that caused me to miss work abd I did not receive them.

[prnw]

Same here, chat was abruptly ended while I was still typing and I entered my email id for the transcript but didn't get it. 

[Jaybone]

Hello,


I can’t seem to find the copy of a chat I had on the 21st with Rogers agent anymore. I have the billing payment I made with the agent but my transcript never came to my email. Is there anyway I can get that from them?. Thank you

[RogersCorey]

Greetings @Jaybone!

I would recommend reaching back out to chat to make this request. That team does have access to chat history and may be able to pull up your transcript.

Regards,

RogersCorey

[57]

I see that I am not the only one with this issue.  I had two chats this past week and did not receive an e-mail copy of either one.  I did request a copy when the option came up at the end of the chat and my e-mail address was correct.  I checked my Webmail spam folder, e-mail client junk folder, etc.  It seems these e-mails may be "flagged" and "rejected" by Yahoo for some reason before they get to Webmail. I recall other people mentioning something similar where Rogers correspondence of one kind or another doesn't come through properly...

For my second chat I copied the contents of the chat window before ending the chat.  Anyone else having this problem?

[Bplayer]

Same experience here. No e-mail copy of the chat as requested from my last 2 interactions. The first one was on April 23, 2022.

[57]

This still appears to be unresolved (for me).  Just had a chat and got no e-mail, despite filling in the form.  Luckily I know about the issue and copied the contents before closing the chat.  (I checked my spam folder on Webmail too)

[bfawns]

Thank you for this response. I always archive my chat transcripts but on Friday when ordering an Ignite bundle the chat transcript didn't arrive in my email. I've thoroughly checked everything and it has not arrived. Other emails from Rogers concerning my upgrade in service arrived but not the chat transcript. I do hope the chat team can access the transaction I had with the agent as there seem to be discrepancies in the service description and billing information. Like a fool, I didn't write anything down or think to copy the chat. I've never had a problem before with transcripts not arriving in my email in all my years of using chat. I hope the team can retrieve the transcript. Thanks again for your comment.

[asdfggher]

Same happened. I contacted again for the chat transcript and the agent told me to wait 2,3 days, not received yet

[limelight]

has anyone here eventually received their chat transcript?

[riteside]

I never received the transcript of a chat I had with Rogers CSR on May-25/2023.

How can I get that one now?

Tx

[Jagnarok]

I had talked to an agent that was rather rude and disrespectful in our conversation, then eventually he ended the chat abruptly after I had pointed that out to him. Of course I requested the transcript for that, but it was never sent. Shortly after, I recontacted chat , because the first person I talked to was not useful at all and did not resolve my issue. I was asked if there was anything else that I can be helped with while they looked into my issue, so I said yes and asked about the previous transcript, this is the exact response I got

"I am really sorry we donot haev transcript of that chat, you can get transcript by your own when you close the chat as it give you option we donot have any authority to send you transcript, if you select option you will get it soon but I am sorry for for behavior from last agent, I will try my best to fix the issue, can you help me with the issue that you are having?"

[RogersCorey]

Good morning @Jagnarok!

I apologize for the experience you had. I'd like to make it right.

If you would kindly tell us more in detail about the issue that was unresolved during this live chat, we'll see what we can do to help!

Regards,

RogersCorey

[davidbernardi]

Was this a contentious conversation, because I've noticed that if the subject was argumentative or if the agent did not comport him or herself very well, the chat becomes unavailable and inaccessible for downloading, likely because there is a mechanism in place for Rogers to prevent customers from achieving chats that can incriminate them