Chat History - every conversation and contact in one list
What Chat History shows
Open Chat History in the dashboard. It has two views:
- Conversations. One row per conversation with the contact, channel, number of messages, status and last activity. Lead status and signals appear when there are any.
- Contacts. The people behind those conversations, with when they were last seen. Full contact management lives in Contacts.
Open a row to read the whole conversation.
Filter and search
- Channel. Widget, hosted page, WhatsApp, email and the rest.
- Status. Open, escalated, resolved and so on.
- Low confidence. Conversations where the agent was unsure of an answer. A good place to start reviewing.
- Search. By name, email or phone.
Chat History or Help Desk?
Chat History is for reading and reviewing. The Help Desk (Growth and above) is where your team takes over conversations, replies, assigns and resolves them.
How long conversations are kept
Conversations are kept for 7 days on Free, 30 on Starter, 90 on Growth and 365 on Business and Enterprise.
Common pitfalls
A conversation is missing. It may be older than your plan keeps, or filtered out. Clear the filters and search by the customer's email.
I can't reply from here. Replying happens in the Help Desk.