The chat is something I really value, but something I find I hate the most about SA. It's buggy, it freezes when you scroll, if you find an article that you were looking for or a link reference two days back and you click on it, it takes you back to the end of where you were... CHAT is a critical piece of your offering for premium clients paying.
my recommendation for now: Add an Export button to chat and give the user the ability to select a time frame (last 3 days, etc.) into Word of other document where we can then review and search directly.
Customer support service by UserEcho