Chat History

Chat History

Chat History 

You can access the archives of all activity from your live chat customer support operation by navigating to the Chats module on the left side of you SalesIQ dashboard. 

Benefits of Chat History:

  1. Chat history gives you a complete overview of your customer's profile and the conversation that he/she had with your operator.
  2. With chat history, you and your operators can learn about what each visitor's interests are and base the current conversation on those interests. This ensures continuity even if the operators who picked up the visitor's chat each time are different.
  3. You can keep track of missed chats and contact the visitor later on or send a follow-up email.
  4. You can look at the transcripts o chats that your operators had with your visitors in case any issue arises.

Exploring Your Chat History

  1. When you enter the view, you will see  chats from your Zoho SalesIQ, the most recent displayed at the top, and going back in time as you scroll down.
  2. Each section displays the name and e-mail address of the visitor who started the chat, their question, and the time they submitted the chat along with the agent that attended their live chat offline request.

Filtering Your Visitor's Chat History

  1. You can filter how you view the chats from the Filter drop-down menu at the top-right Filter the history by agent, status (closed, attended online, attended by e-mail address, or missed) department, embed or date. 
  2. You can view different categories of chats as well - Active, Missed, Reopened, Closed and Monitored chats. You can use filters for each of these categories and customize your view.


  1. Active chats: This category will contain a list of all the chats that are currently active/ongoing.
  2. Missed chats: This category will contain a list of all the chats that have been missed by operators so far.
  3. Reopened chats: This will contain the list of chats that were closed and then reopened for a follow-up or a new query.
  4. Closed chats: This will contain a list of all the completed chats
  5. Monitored chats: This will contain a list of all chats that were monitored by another operator(Administrators/Supervisors).

Viewing the Transcript of the Record

  1. To view the transcript of a particular record, click the record.
  2. In the transcript view you also have access through the icons at the top-right to the visitor’s information, and the notes section.
  3. If after reviewing the transcript you wish to send the visitor an e-mail, you can click the Send Email button, to bring up a compose message box where you can then send the message.

    Redefine the way you work
    with Zoho Workplace

      Zoho DataPrep Personalized Demo

      If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

      Zoho CRM Training

        Create, share, and deliver

        beautiful slides from anywhere.

        Get Started Now

          Get started with Zoho Sign

          in a few quick steps!

          Download Help Guide

                      Secure your business
                      communication with Zoho Mail

                      Mail on the move with
                      Zoho Mail mobile application

                        Stay on top of your schedule
                        at all times

                        Carry your calendar with you
                        Anytime, anywhere

                                Zoho Sign Resources

                                  Sign, Paperless!

                                  Sign and send business documents on the go!

                                  Get Started Now

                                      Zoho SalesIQ Resources

                                          Zoho TeamInbox Resources

                                                  Zoho DataPrep Resources

                                                    Zoho DataPrep Demo

                                                    Get a personalized demo or POC

                                                    REGISTER NOW

                                                      Design. Discuss. Deliver.

                                                      Create visually engaging stories with Zoho Show.

                                                      Get Started Now

                                                                            • Related Articles

                                                                            • Chat History

                                                                              You can access the archives of all activity from your live chat customer support operation by navigating to the Chats module on the left side of you SalesIQ dashboard.  Benefits of Chat History: Chat history gives you a complete overview of your ...
                                                                            • Visitor History

                                                                              Visitor History helps you learn about all the visitors visiting the website. It is practically not possible to keep a tab on all the visitors in the Visitor Online dashboard. Even if some visitors need some help they may not reach out to you via ...
                                                                            • Chat Monitor

                                                                              Chat Monitor allows you to oversee chat conversations between your operators and visitors. Using this feature, you can supervise and coach your agents, and also specify the type of chat conversation which you would like to monitor.  Benefits of Chat ...
                                                                            • Chat Routing

                                                                              What is Chat Routing? The chat routing option available in the Automate module helps you prioritize and route visitor chats to the operators based on certain conditions and criteria. You can set different rules to filter the chats requests and route ...
                                                                            • Set Chat Window Flow

                                                                              Getting contact information from the visitor in chat and managing them is a challenging task. When the data is lost, it is a tedious process to view the entire chat to get that single piece of information you're looking for in the conversation. Setup ...
                                                                            Wherever you are is as good as
                                                                            your workplace



                                                                              Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                              Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                              Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                              CRM Tips

                                                                              Make the most of Zoho CRM with these useful tips.

                                                                                Zoho Show Resources