Using chat history
The HISTORY page in CHAT is where conversations between agents and customers are saved.
To navigate the chat history page, start by selecting the desired bot.
Once the bot has been selected, use the filters on the left sidebar to search for the desired chats.
To find chats containing a specific word or phrase, go to the Keywords field and type in the word or phrase.
All the chats containing that particular word or phrase will appear on the screen.
To find chats for a specific user, go to the Customer ID field and type in the user’s unique customer ID.
All the chats involving that user will appear on the screen.
To find chats within a specific time period, go to the Date field and click the calendar icon. A date selector will appear.
In the date selector, click a start date and an end date.
To find chats from a specific channel, go to the Channel field and click the desired channel in the dropdown menu.
All the chats operating through that channel will appear on the screen.
To find chats handled by a specific team, go to the Team field and click the desired team in the dropdown menu.
All the chats handled by that team will appear on the screen.
To find chats handled by a specific agent, go to the Agent field and click the desired agent in the dropdown menu.
All the chats handled by that agent will appear on the screen.
To reset all the filters in the chat history page, go to the top of the Filters section and click Clear.
In the sidebar on the right side of the screen, the PREVIOUS CHAT button takes an agent to a user’s previous chat.
Another way to navigate a user’s chat history is to use the arrows in the header of the chat. Agents can use this feature to see the previous and the next chat in the user’s history.
A user's browsing history refers to the history of the user's interaction with CHAT. This browsing history is located in the sidebar on the right side of the screen.
For additional instructions, please contact your AICX manager.