Accessing logs of previous chats with Live Agent

Thanks, @XfinityEdgardo​. Could you explain what you mean that the conversation stays in [my] private messages? Does that mean there's some way I could access my conversations, or does it just mean that it's associated with me, but you can't ever let me see the content of the conversation? Is it possible to ask for specific messages/details from a chat through these forums?

Those are great questions. We mean conversations that you have with us through private messages via our forums stay there. However, conversations done through chat will only be accessible via us, but we do not have a way to send them to our customers. You can definitely verify information about those conversations with us and we can confirm any information that was said there or in the notes with you. 

Ok, but why can't that be made available to customers? Follow up emails are pretty easy, and if you have access, it should be fairly easy to set up access for customers. It would be helpful to reference information about how to fix something. I'm also currently dealing with customer support who conveniently lost transcripts regarding a charge taken off my bill. This is bad business practice. Take care of your customers. 

@user_qfmv0d Good morning! Thank you for taking the time to provide feedback to our Community Forums Team. We are always looking for ways to improve our customers experience with our products, services, and support channels. While I can see the importance of being able to refer back to previous conversations, it can also be outdated information. With technology and internet continuously evolving, sometimes it's better to get the most updated information. I will be sure to pass along the feedback, as it can still be helpful! 

In the meantime, I'm delighted to assist you with your charge, and getting that squared away. Can you please Direct Message your name, and service address to get started? 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it