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The Chat History page is your central hub for reviewing all conversations — both AI-handled and human-assisted. You can search, filter, and open any conversation for detailed review.
Chat history page showing a list of conversations with filters and search

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Viewing Conversations

Navigate to History from the sidebar. You’ll see a list of all conversations with:
  • Status — Active (AI), Waiting for Human, Active (Human), Awaiting Offline Info, or Closed.
  • Chatbot — Which agent handled the conversation.
  • Last Message — A preview of the most recent message.
  • Date — When the conversation started or was last updated.
  • Assigned Agent — The human agent assigned (if any).
Click on any conversation to open the Live Chat Panel and view the full message history.

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Search & Filters

Use the controls at the top of the page to find specific conversations: Type a keyword in the search bar to find conversations containing specific text.

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Filters

  • Status — Filter by conversation status (Active, Waiting, Closed).
  • Agent — Show only conversations assigned to a specific team member.
  • Chatbot — Filter by which chatbot handled the conversation.
  • Date Range — Use the date picker to narrow results to a specific time period.
Use the Reset button to clear all filters at once.

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Tabs

The page has tabs to quickly switch between conversation types:
  • All — Every conversation.
  • Active — Conversations currently in progress (AI or human).
  • Waiting — Conversations waiting for a human agent.
  • Closed — Ended conversations.

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Assigning Conversations

You can assign a conversation to yourself directly from the list:
  1. Find the conversation.
  2. Click Assign to me.
  3. The conversation will appear in your assigned queue.
You can also assign conversations to other team members from within the Live Chat Panel. See Live Chat for details.