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Download Chat History in Manage Cases in TrustLine

Summary

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

In this article

  • Before you begin
  • Step 1: Access 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 that your account has the necessary permissions to view Manage Cases and Download Chat History.

Step 1. Access Manage Cases

  1. Log in to your Plumm account with your genuine credentials.
  2. Go to the Admin tab on the dashboard.
  3. In the Admin tab, click on Manage Cases to open the case management section.

Step 2. Download Chat History

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

Step 3. Share Chat History with Victim

  1. To share the Chat History with the Victim (Administrator), ensure that the chat history is downloaded first.
  2. Once the Chat History is downloaded, you can share it with the Victim (administrator).
  3. Both Admin and Representative have the ability to download and share the chat history.

 

Frequently Asked Questions (FAQ)

1.Who can download the Chat History?

 Only Admins and Representatives with the necessary permissions can download the Chat History. If you do not have the required permissions, the Download Chat History option will not be visible.
 

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

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

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

 The Administrator can initiate the chat by clicking on 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, you can download the Chat History at any time by selecting the Download Chat History option from the three dots menu next to the case in Manage Cases.
 

This guide should help you download and share Chat History within the TrustLine platform. If you encounter issues or need further assistance, please reach out to your HR or system administrator.