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Download Chat History in Archived Cases in TrustLine

Summary

This guide explains how Admin users and assigned Representatives can download and share Chat History for archived cases in the Manage Cases section of TrustLine.
The chat history includes conversations between the Representative and the Administrator (victim).

In this article

  • Before you begin
  • Step 1: Access Archived Cases in Manage Cases
  • Step 2: Download Chat History
  • Step 3: Share Chat History with Victim
  • Frequently Asked Questions (FAQ)

Before you begin

You need to have an Admin role or be an assigned Representative to download and share Chat History in TrustLine.
Ensure your account has the appropriate permissions to view Manage Cases and download Chat History for archived cases.

Step 1. Access Archived Cases in Manage Cases

  1. Log in to your Plumm account using valid Admin credentials.
  2. Click on the 9-dot menu at the top left corner of the dashboard.
  3. Select TrustLine from the menu. You will be redirected to the TrustLine - Settings page.
  4. Click Manage Cases in the Admin tab to open the case management section.
  5. Navigate to the Archived Cases grid to view all closed and archived cases.

Step 2. Download Case Summary

  1. In the Archived Cases grid, locate the case for which you want to download the chat history.
  2. Click the three dots on the right-hand side of the case row.
  3. Select Download Chat History from the dropdown menu.
  4. The Chat History will be downloaded, including all conversations between the Representative and the Administrator (victim).

Step 3. Share Case Summary with Submitter

  1. Ensure that the Chat History is downloaded first.
  2. Once downloaded, you can share the Chat History with the victim (Administrator).
  3. Both Admins and assigned Representatives have the ability to download and share the chat history.

Frequently Asked Questions (FAQ)

1. Who can download the Chat History?

 Only Admins and assigned Representatives with the necessary permissions can download Chat History. Users without permission will not see this option.
 

2. How can a Representative reply to the Administrator’s chat?

 A Representative can reply to the Administrator’s chat by clicking Conversations in the Manage Cases section.

3. How does the Administrator initiate the chat with the Representative?

 The Administrator can initiate a chat by clicking Follow up on a Case, entering the Case No., and opening the chat page.
 
 

4. Can the Chat History be shared with the victim?

 Yes, after downloading the Chat History, it can be shared with the victim (Administrator).

5. Can I download the Chat History at any time?

 Yes, the Chat History can be downloaded at any time from the Archived Cases grid using the Download Chat History option in the three dots menu next to the case.