This enhancement is aimed at enabling agents and admins to convert chat history into downloadable PDFs. As simple as it sounds. The main purpose is to cover security-centered organizations' needs as they deal with sensitive information and transactions, so they must have the ability to make conversations auditable.

This represents a fine enhancement in Rocket.Chat’s Enterprise Edition. In the past, live agents could send the chat transcription to end users once a conversation ended. However, chats were sent via email and only end users could see them, with no option for live agents or managers to download the chat history on their side.

The experience of sending the transcription by email to the end user is kept and has been enriched with the possibility for agents or admins to export and save the conversation as PDFs. A role-based mechanism will give the organizations the flexibility to determine which roles have access to this feature.