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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 file. Use it when you need a transcript for review, reporting, or follow-up.

Go to: Live Chat

Quick Reference​

TaskWhat it controlsWhat you should expect
From DateFirst hotel-local date in the exportAVA includes conversations from this day
To DateLast hotel-local date in the exportAVA includes conversations through this day
Latest exportThe newest job for your merchantYou see Queued, Processing, Completed, or Failed
DownloadThe finished .xlsx fileThe file saves to your device
Export limitMaximum range for one requestAVA accepts 14 days or less
Export availabilityMerchant-level feature toggleThe export button appears only when it is enabled

Before You Start​

Confirm these requirements:

  • You have access to Live Chat
  • An admin enabled Export conversations to Excel in Live Chat Settings
  • Your date range is 14 days or less
Export rules

AVA uses your hotel's timezone when it reads the selected dates. New merchants start with Export conversations to Excel turned off. Only one live chat export can run per merchant at a time. Large exports stop after 50,000 messages.

Export Conversations​

  1. Go to Live Chat.

  2. Open the conversations view.

  3. Select the export action in the page.

  4. Enter From Date and To Date.

  5. Click Export.

    ✓ AVA starts a background export job. ✓ If another export is already running, AVA reuses that job.

  6. Refresh the page or open the latest export job.

  7. When the status is Completed, click Download.

    ✓ The .xlsx file downloads to your device.

Understand the File​

The export groups messages by conversation. Each row shows one message from that conversation.

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 the export option in Live Chat.

Fix:

  1. Ask an admin to enable Export conversations to Excel in Live Chat Settings.
  2. Refresh Live Chat.
  3. Open the conversations view again.

The date range is too long​

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

Fix:

  1. Shorten the range to 14 days or less.
  2. Check that From Date is not after To Date.
  3. 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 date range.
  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 fails after too many rows.

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
  • ❌ You cannot enable the export control for your merchant

Helpful to include:

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