Support chats
How to Save a Support Chat Receipt Before It Disappears
Support chats often contain the exact promise you need later: a refund amount, a cancellation confirmation, a credit, or a timeline. The problem is that transcripts are not always emailed, complete, or easy to retrieve.
Capture the promise and the context
The important moment is not just the message that says yes. You also want the agent name or identifier, the company page, the date, the issue being discussed, and any follow-up steps they gave you.
If a chat window can be scrolled, capture enough of the conversation to connect the promise to your account or request without exposing unrelated sensitive information.
Why screenshots alone can be thin
A single screenshot can miss the message before or after the promise. A short recording provides continuity: how the chat opened, what was asked, what the agent said, and whether a confirmation page or case number appeared.
Use local-first capture for sensitive chats
Support chats can contain addresses, order numbers, billing details, and private account information. Kept records only after you start it, stores proof artifacts locally by default, and gives you redaction tools before export.
What to do after the chat
- Save or export the provider’s native transcript if one is offered.
- Keep your Kept proof bundle local unless a dispute requires sharing.
- Redact unrelated messages, visible personal details, and private account data.
- When escalating, quote the specific promise and attach only the minimum proof needed.
Frequently asked questions
Can Kept record every website chat widget?
Kept records the active browser tab after you start a session. Site-specific behavior can vary, so review the captured session before relying on it.
Does Kept upload my support chat?
No. Recording contents stay local by default and are not uploaded to Kept servers.