History

On the History page, agents and admins can view the closed conversations, messages, and customer profiles. The conversation list shows the customer name, agent name, start time (join or transfer time), conversation tag, transfer status, channel, and channel account. The conversations can be filters based on these information.

• On the History page in Agent Mode, agents and admins can only view the conversations served by themselves.
• On the History page in Admin Mode, admins can view the conversations served by all agents.

By default, the conversation list shows the conversations which the agent/admin served and closed within this week.

Note: The historical conversation records are saved for 6 months by default. For extension, please contact Hyphenate.

On the History page, click Sort to filter the conversations by time, channel, channel account, conversation tag, transfer status, conversation type, customer name, and team.

• Fuzzy query by customer name. Specifically, enter the keyword of a customer's name to query the historical conversation with the customer.
• Filter based on the team. The result displays the conversations routed or transferred to the team and then closed by an agent in the team.

Note: On the History page in Admin Mode, admins can query conversations based on the agent name and satisfaction ratings.

On the History page, click a conversation to view the message records and customer profile. On the detail page, you can search for messages, edit the customer profile, change the customer tag or conversation tag, and make a callback to the customer.

For web customers, the customer's IP address, region, software environment, and source are also displayed.

You can print the message record of any conversation as a PDF file or on an A4 paper with a printer. The message record shows the conversation flow and is easy to share.

On the History page, click a conversation to enter the conversation detail page, and then click the Print button at the top right to print the current message record for that conversation. To print all the message record, you need to click “More Message History” to load the historical messages.

You can check the review scores for you conversations.

On the History page, click a conversation to enter the conversation detail page, and then click the “quality review” tab to see the review score of the conversation.

On the profile tab, you can add the customer to the blacklist or remove the customer from the blacklist. The customers on the blacklist can still send messages, but the system does not create conversations for them. Blacklist customers cannot have conversations with agents until they are removed from the blacklist.

On the History page, or the conversation detail page, click the Callback button to make a callback to a customer. After the callback, the system creates a new conversation.

On the History page, you can export the historical conversations. After filtering the conversations, click Export to export the filtered conversations as a file. Then, go to Export to download the file.

Each file is valid for 7 days. Download it within the validity period. The size limit for exported files is 50 MB. Oversized files cannot be exported.