Viewing Conversation History
Agents can view the entire conversation history of a customer using Conversation View. It allows an agent to see all the conversations that has happened in past with a customer through all the channels: email, phone, social, chat, and task.
The activities displayed in the Conversation View also contain any information previously sent to the customer, such as attachments, links to Knowledge Base articles, and for chat activities it also shows the actions undertaken by the agent involved in that conversation (escalations, transfers, etc). This helps in faster resolution of issues and improves efficiency.
For the chat activities, an agent can simply scroll up in the chat pane to see previous conversation. For Main Inbox activities, an agent needs to click the Show Conversation button to see the conversation history.
Note that agents are able to see all previous conversation history by default. However, the Administrator can disable this setting from the Enable Conversation Stream option in the department’s Settings.
To view conversation history of chat activities:
- In the Chat inbox, select any activity.
- In the Chat pane, scroll up to see previous conversations.
To view conversation history of other activities:
- In the Main inbox, select any activity.
- In the Reply pane, click the Show Conversation button.
- The Reply pane refreshes to Conversation view. All the previous conversations are displayed here.
- In the Conversation view, you can scroll up to see activities from the past that belongs to the same customer.
To view the information for conversation history for email activities, you need to click the View More button at the top right corner email activity card. The email content and attachments are available in a new window. You can print this information by clicking the Print button.
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