View Chat Conversation Thread

You can view earlier chat conversations the customer has made.

  1. When you have accepted a chat request or ended a chat conversation, click the arrow beside Previous Conversations The previous chats are searched and displayed.
    If a social chat transcript shows System restored chat, it means that the system has been down and queuing and active social chats have been disconnected and then restored.

    The History view shows two conversations for the disconnected social chat:
    • Queuing conversations: Abandoned and In Queue
    • Active (in process) conversations: Handled and In Queue

    To view the previous conversations of a restored chat, click the arrow.

  2. To choose a previous conversation for viewing, use the Conversation History icon.
    This opens the conversation list and clicking a row opens this conversation in a separate view.