Engage Digital | Printing a thread in Routing mode
Last updated on January 23, 2022
If you have the corresponding permission, you can print or save a copy of the entire message thread. To access this feature, hover over the top bar of the thread window, then click on the printer icon.
This feature has the following limitations:
It will try to print all messages in the thread, except for folded content (the agent messages or customer messages that already have replies or have been ignored).
It can print only up to the last 200 messages. For threads with more than 200 messages, use the filter command to reduce the number of messages that will be printed to 200 or fewer.
The printed copy will appear as follows:
As mentioned in the limitations, the entire thread will be printed unless it is filtered before being printed. This means that by default, the printed copy will contain messages from the whole thread and from all agents that participated in the thread.
Text messages, contextual data, message timestamps, agent and client names, and message statuses will be printed.
All images (including animated GIFs), videos, and structured messages will be printed as static images.
Other file attachments such as documents will not be printed. Instead, a corresponding icon will be shown to indicate the file type of the attachment.
If a message’s content was anonymized by demand in the system’s interface, that content will also be anonymized in the printed copy. However, content from Twitter is a possible exception to this rule. If the thread includes content from Twitter that was not anonymized by demand, then it will appear plainly in the printed copy.
Before printing a thread, check the print preview window to ensure that the printed copy does not contain private information.