Conversations

Read every conversation your customers have had with your agent — in your website chat and widget, by voice, and by text message. Find it in your web chat under Chat History > View All Chats.

Overview

Conversations are not in the admin panel. They are read in your web chat, where every admin can switch Chat History from their own chats to every chat in the workspace. Each conversation opens read-only.

This is the quickest way to learn what customers actually ask, and where your agent's answers fall short.

Opening All Conversations

  1. Sign in to your web chat as an admin
  2. Open the sidebar and choose Chat History
  3. Turn on the View All Chats switch at the top of Chat History — the same switch is also in your account menu

The list now holds every conversation in your workspace, newest first, grouped into Today, Yesterday, Last 7 days, Last 30 days, and Older than last month. An orange Admin Mode - but Read-only notice shows while the switch is on.

The switch turns itself off when you reload the page.

Reading a Conversation

Click a conversation to open it in the main panel. You can read every message, but you cannot reply in it or delete it.

Hover over a conversation to see the email address of the customer who had it. Click the address to copy it, ready to search with.

The list includes:

  • Website and widget chats — titled by what they were about
  • Voice conversations, including phone calls your agent answered — titled Voice Chat
  • Text messages — titled SMS: followed by the sender's number

Finding a Conversation

Type in Search conversations and press Enter. A search needs at least two characters.

SearchFinds
refund shippingConversations about refunds or shipping
refund+shippingConversations about refunds and shipping
@janeConversations with customers whose email starts with jane
@jane refundThose customers' conversations about refunds

Keyword search matches topics picked out of website and widget chats. To find a voice or text conversation, search by the customer's email with @, or scroll the list.

Searching with @ works only while View All Chats is on.

Who Can Use It

Admins of the workspace, including its owner. The switch appears once your email address and phone number are both confirmed — if you are an admin and do not see it, confirm them in your profile first.

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