When you need to hand over the complete record of a conversation for an audit, an internal process, or a customer request, the Inbox has a version of the conversation made for reading and printing.
It opens in a new tab, with all messages at once, in chronological order, and lets you print or save as a PDF from your browser.
Available on: Conversations (Inbox), on desktop.
Who can do it: anyone with permission to view conversations.
When to use it
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Send the complete history of a conversation to the customer or to another team
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Keep a record of a negotiation that involved receipts and documents
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Attach the conversation to a case, ticket, or audit
How to print or save as a PDF
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In the Inbox, open the conversation you want to export
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Click the three-dot menu at the top of the conversation
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Open the Other submenu, at the bottom of the menu, separated by a line
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Select Print full conversation; the print version opens in a new tab
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Wait for the images to load (see below) and click Print or save as PDF
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In the browser window, choose the printer or Save as PDF to create the file
What appears in the print version
The top has a header with identification details:
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Contact name — when there is no name on file, it shows “customer”
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Phone — only when the contact has a phone number, already formatted
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Email — only when the contact has an email
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Messages — how many messages were included in this export. In conversations over the 10,000 limit, this number is what was exported, not the conversation total
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Exported on — the date and time you generated the print version
After the header comes the list of messages, each with who sent it and the date and time. The author is identified like this:
| Message source | How it appears |
| Message from the contact | Contact name (or “Customer”, if there is no name) |
| Message from an agent | Agent name (or “Agent”) |
| Message from the AI | AI |
| System record (transfers, assignments, stage changes) | System |
How conversation media is exported
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Image — the full image appears, with the caption below when there is one
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Audio — appears as [Audio], with the caption when there is one
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Document — appears as [Document], with the caption when there is one
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Video — appears as [Video], with the caption when there is one
The print button is disabled while the images load and shows the progress, for example, “Loading images (3/7)…”. This prevents creating a PDF with blank spaces where the receipts should be. As soon as they all finish, the button is enabled.
Limits and rules
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Who can use it – anyone with permission to view conversations, the same as the Inbox
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Maximum volume – up to 10,000 messages per conversation
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What is cut above the limit – the export starts from the most recent messages. In a conversation with more than 10,000 messages, the oldest ones are left out; keep this in mind when the goal is to audit the start of the conversation
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File format – the file is generated by the browser itself. The suggested name follows the pattern
Conversa - {nome do contato} - {data} -
Date and time – shown in the Brazilian format (DD/MM/YYYY HH:mm)
Common errors and solutions
| What happens | Why | What to do |
| The tab shows “Loading conversation…” and stays there | The conversation is long and the messages are still being fetched | Wait. Conversations with thousands of messages take a few seconds |
| The tab shows “Could not load the conversation.” | Failed to fetch the conversation or the messages | Close the tab and try again from the conversation menu. If it persists, contact support |
| The print button is disabled | Images are still loading | Wait for the counter to finish — printing earlier would leave gaps in the PDF |
| The new tab did not open | The browser blocked the pop-up | Allow pop-ups for the Nuvia address and try again |