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Export Live Chat Conversations to Excel

Quick Setup

Most exports finish in a few minutes. Larger date ranges take longer.

This guide helps you download Live Chat conversations as an Excel workbook. Use it for reviews, reporting, or follow-up.

Go to: Live Chat

Quick Reference​

TaskWhat it controlsWhat you should expect
MerchantThe hotel included in the exportOrganization users choose one hotel
ChannelsChat or eligible video-call conversationsThe workbook includes selected channels
From DateFirst hotel-local date in the exportAVA includes activity from this day
To DateLast hotel-local date in the exportAVA includes activity through this day
Latest exportThe newest job for the selected hotelYou see Queued, Processing, Completed, or Failed
Download Excel fileThe finished workbookThe file saves through a temporary link
Export limitMaximum range for one requestAVA uses the latest configured limit; the default is 14 calendar days

Before You Start​

Confirm these requirements:

  • Your role can use Live Chat and export conversations
  • Your date range is within your hotel's configured export limit
  • You know which channels to include
Export rules

AVA uses the selected hotel's timezone when it reads your dates. The default export limit is 14 calendar days. Your administrator can configure a higher limit, including more than 300 days. AVA reads the latest positive limit when it loads the export window. The limit counts both the From date and To date. You can select all chat channels or choose specific channels. Eligible saved video-call transcripts appear for hotel-level users with access. Organization-level users can export chat channels after selecting one hotel. Video-call transcripts require the related access and entitlement. Only one export can run per hotel at a time. Large exports stop after 50,000 messages.

Export Conversations​

  1. Go to Live Chat.

  2. Click Export to Excel.

  3. If you manage several hotels, choose a Merchant.

  4. Select All chat channels or choose individual channels.

  5. Enter From date and To date.

  6. Click Create export.

    ✓ AVA starts a background export job. ✓ The latest job shows Queued or Processing.

  7. Keep the export window open while the status updates.

  8. When the status is Completed, click Download Excel file.

    ✓ The workbook downloads through a temporary link.

Use a Configured Date Limit​

AVA accepts the configured maximum when ChatMicroservice returns it. For example, a 31-day limit allows 31 calendar days, but rejects 32 days.

If you manage deployment settings, set LIVECHAT_EXPORT_MAX_RANGE_DAYS in ChatMicroservice. Recreate the service after changing this setting.

If you do not manage deployment settings, ask your administrator to make this change.

Export scope

Exports use your selected dates and channels. They do not use the current All, Open, or Mine conversation filters. Messages remain chronological within each conversation.

Understand the File​

The workbook uses separate worksheets for selected channels. Each conversation stays grouped, with messages in chronological order. Chat exports include one row per message. Eligible video-call worksheets include saved transcript content.

ColumnWhat it shows
Conversation IDThe conversation that owns the message group
Sender ByWho sent the message, such as customer, employee, or bot
MessagesThe message text or a label like [file]
Message TimeThe message time in your hotel timezone

The workbook also includes a title row and the selected date range.

Troubleshooting​

Export controls are missing​

What you see: You do not see Export to Excel in Live Chat.

Fix:

  1. Confirm you opened Live Chat in the correct hotel or organization context.
  2. Refresh Live Chat.
  3. Check that your account can access Live Chat.
  4. Contact support if the button remains missing.

A channel is missing​

What you see: The export window does not show a channel you expected.

Fix:

  1. Confirm you are working in the correct hotel context.
  2. Ask an administrator to confirm your access.
  3. For video calls, confirm saved transcript access is enabled.
  4. Close and reopen Export to Excel.

An export is already running​

What you see: Create export is unavailable while another export runs.

Fix:

  1. Wait until the latest job shows Completed or Failed.
  2. Download the completed workbook, or retry the failed job.
  3. Use a shorter date range if the export keeps failing.

The date range is too long​

What you see: You see an error about the date range.

Fix:

  1. Shorten the range to your hotel's configured limit.
  2. Check that From date is not after To date.
  3. Ask your administrator whether a higher export limit is configured.
  4. Try the export again.

The export stays queued​

What you see: The latest export stays Queued or Processing.

Fix:

  1. Wait a few minutes.
  2. Refresh the page and check the latest job again.
  3. Do not start another export yet.
  4. If it never finishes, contact support.

The export fails​

What you see: The latest export changes to Failed.

Fix:

  1. Confirm the failed status appears.
  2. Start the export again with the same dates and fewer channels.
  3. Use a shorter date range if the new export fails.
  4. Contact support if the retry also fails.

The export stops at the row limit​

What you see: The export stops after reaching the message limit.

Fix:

  1. Shorten the date range.
  2. Export fewer days at a time.
  3. Try again.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ The export never reaches Completed
  • ❌ The download fails repeatedly
  • ❌ The export control or expected channel is missing

Helpful to include:

  • Merchant name
  • Date range you selected
  • Screenshot of the export status
  • Time the issue started