---
title: "Chat Recording"
slug: "chat-recording"
updated: 2026-07-23T10:07:41Z
published: 2026-07-23T10:07:41Z
canonical: "help.8x8.com/chat-recording"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Chat Recording

In this release, we offer supervisors the capability to access transcripts of chat conversations between agents and customers. Using the Monitoring privilege, supervisors can access internal (**agent-to-agent**) and external (customer-to-agent) chat transcripts. **8x8 Contact Center** saves all chat messages automatically and saving messages cannot be disabled.

### Features

As a supervisor, you can:

- Access saved chat interactions using the **Monitoring > Playback** tab.
- Discern between internal and external records.
- Search chat records by specific data fields.
- Filter chat records by queue, agent, or channel.
- Sort the records by column headers.
- Select different time zone to view the chat record. Ability to choose different time zones.
- Search for content within a chat record.
- Access transaction details such as duration of chat, the channel and queue it was directed through, and more.
- Access pre-chat metadata (when available) for each interaction.
- Download the transcript.
- Pop out the chat transcript window from the Monitoring tab.

### Limitations

Images shared during a chat are not included in downloaded transcripts.

### How to Access Chat Recordings

As a supervisor, you can log in to **(Undefined variable: 8x8VariablesSet.AgtConsole)**, sort, search and filter for desired chat recordings.

**To view chat transcripts:**

1. Log in to **(Undefined variable: 8x8VariablesSet.AgtConsole)**.
2. From the Menu, navigate to **Monitoring**.
3. In the Monitoring window, select **Playback** tab.
4. Select **Chat** link to access all chat recordings. A list of available chat recordings is displayed. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/ChatRecording01.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A11%3A04Z&se=2026-11-04T00%3A11%3A04Z&sr=c&sp=r&sig=P898j%2Bj5OTGw7ieCPmOxfyFYV6dI624jBfBGhGJATP8%3D)
  - To filter, click **Filter Window** link. Select the desired filter criteria for queues, agents and channels.
  - To sort, click on any desired column header. The list gets sorted alphabetically or numerically or by date.
  - For a custom search, use the advanced search option. Create a desired search query and click **Search**.
5. Click on the desired chat recording from the list to view the detailed transcript. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/ChatRecording02.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A11%3A04Z&se=2026-11-04T00%3A11%3A04Z&sr=c&sp=r&sig=P898j%2Bj5OTGw7ieCPmOxfyFYV6dI624jBfBGhGJATP8%3D)
  - To view the transaction details, click on the **Transaction** tab on the right hand side.
  - To view the pre-chat meta data, click on the **Pre-chat** tab. The pre-chat tab shows only if the chat included a pre-chat form.
  - To download the chat transcript, click the **Download** link on the right hand side. It saves the transcript as a text file.
6. To search for a keyword within the transcript, enter the keyword in the search box. If found, all instances of the string are highlighted within the record. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/ChatRecording03.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A11%3A04Z&se=2026-11-04T00%3A11%3A04Z&sr=c&sp=r&sig=P898j%2Bj5OTGw7ieCPmOxfyFYV6dI624jBfBGhGJATP8%3D)
7. To pop out the chat recording window, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/Icon_PopOut_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A11%3A04Z&se=2026-11-04T00%3A11%3A04Z&sr=c&sp=r&sig=P898j%2Bj5OTGw7ieCPmOxfyFYV6dI624jBfBGhGJATP8%3D).

### How to Select a Time Zone

By default, each chat recording is shown in the tenant time zone. You can select a timezone from the following choices.

- Supervisor timezone: Displays the chat time in supervisor time zone.
- Contact timezone: Displays the chat time in contact's time zone.
- Agent timezone: Displays the chat time in agent's time zone.
- Other timezone: Allows you to change to any available option for GMT. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/ChatRecording04.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A11%3A04Z&se=2026-11-04T00%3A11%3A04Z&sr=c&sp=r&sig=P898j%2Bj5OTGw7ieCPmOxfyFYV6dI624jBfBGhGJATP8%3D)