How to get a copy of my recent chat transcript

[Fiffy]

I had a lengthy conversation with an agent yesterday October 13, 2024 and obtained a new plan.  When the chat ended I selected email a copy of the chat but I did not receive it.  Is there anyway to get a copy now?

Thanks

**Labels Updated**

[57 · Accepted solution]

Many people have had this issue.  Per the following post, contact chat again to see if you can get it:

https://communityforums.rogers.com/t5/Account-Support/Copy-of-Live-Chat-Support-Transcript/m-p/49149...

I always copy the chat contents (for any chat, not just Rogers) and paste it into a file before closing the chat.

https://communityforums.rogers.com/t5/Account-Support/Copy-of-Live-Chat-Support-Transcript/m-p/49276...

[Fiffy]

I tried and kept getting Anna.  How can I get an agent?

Thanks

[57]

I assume Anna doesn't respond appropriately to your request?

Type in "I'd like to speak to an agent"?

PM the mods on this forum?

When logged into the forum, click on @CommunityHelps  .  On the page that comes up, you'll see a link near the top right of the screen to "send a message".  If you're using a tablet or phone, you may need to switch your browser to the desktop version. How to do that will depend on the device but a web search should find it.  There may be some back and forth required while Rogers get your personal information to look into your account.  Personal information is not allowed in this forum.  

When logged into the forum, check the envelope icon at the top right of the screen for messages.  You would usually also receive an e-mail that you have a PM, but it may have ended up in your spam folder...

Use any of the other contact us options?

https://www.rogers.com/contact?icid=R_COR_JOR_MMUIFL

Remember that today's a holiday.

[davidbernardi]

I’ve noticed something odd about Rogers’ chat platform. When conversations become particularly detailed—or, let’s say, more involved—especially when issues remain unresolved, the “Send Transcript” button becomes grayed out. This makes it impossible to save a record of the chat.

I found this curious, so I documented the behavior with video evidence. The platform forces you to close the session entirely, at which point the transcript disappears completely.

Is this a known issue with the system? It seems like an oversight that prevents customers from keeping important records, particularly for clarity or follow-up on unresolved matters.

I’d love to hear if anyone else has experienced this or if there’s a simple fix I might have missed. Any insight, Rogers?

[57]

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@davidbernardi wrote:...impossible to save a record of the chat.

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If you search the forum for "chat transcript" or similar terms, you'll see a few threads on the topic and the problems that many of us have encountered.  Sample link below:

I haven't used chat much recently, so I cannot comment about the "greying out" that you noticed, however, the transcript often doesn't go to email even if it's not greyed out.

It is not impossible to save a record, simply highlight the chat and copy it to a text editor or word processor and save it somewhere.

https://communityforums.rogers.com/t5/Account-Support/Copy-of-Live-Chat-Support-Transcript/m-p/49276...

[davidbernardi]

I've noticed it only happens during particularly contentious chats. Normally you can save it and it emails you a copy. But when things get a little hairy and they would rather forget about that conversation, mysteriously, the send transcript button gets grayed out and the chat is lost to history. Thankfully I copy copy everything and take screenshots to corroborate my evidence. Just in case I have to escalate or, say, file a complaint with the human rights tribunal