Hello Diane,
Off of the top of my head I do not know where the chat logs would be located. I'm going to see if I can pull my own data using my test org to try and help answer your question. While I'm waiting for the data to export, you may want to ask Product Support if they happen to know and report back with what they say.
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 08-25-2025 10:22
From: Dianne Gabriel
Subject: Export Collaborate Chat Logs
Hi,
I'm looking for a way to export or access an agent's collaborate chat history. I already opened a ticket with Genesys Support and they directed me to this article, so I followed the steps and submitted a GDPR request. After a few days, it returned a large zip file and after browsing through the folder, I couldn't find any collaborate chat files but it gave me a bunch of other items.
Did I do something wrong? Or do I have to dig through the files to find the chat log?
Does anyone know a better way to retrieve agent's collaborate chat messages? I used Collaborate Chat APIs as well but it cannot filter with a user ID and it's really tedious to do it manually.
Thank you!
#API/Integrations
#Omni-ChannelDesktop/UserInterface
#Security
#Unsure/Other
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Dianne
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