Chat history - Zoho SalesIQ

Viewing Visitor's Conversation 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. 

Benefit of Chat History

The conversation history provides a comprehensive snapshot of your customer's profile and interactions with operators. This valuable resource enables you and your team to understand each visitor's interests, allowing you to tailor ongoing conversations accordingly. Ensures a seamless experience, even when different operators handle the visitor's chat on various occasions. Furthermore, you can monitor missed chats and subsequently reach out to visitors or send follow-up emails. Additionally, the chat transcripts between your operators and visitors can be reviewed in case any issues arise, offering a reference point for addressing concerns.

Exploring past conversations

You will encounter the chats list in the Chats section, with the most recent ones appearing at the top. As you scroll down, you can access earlier conversations. Each chat entry presents the visitor's name and email address, query, timestamp of chat submission, and operator handling their live chat offline request.

Filtering Your Visitor's Chat History

To customize your chat viewing experience, utilize the Filter drop-down menu at the top-right corner. You can refine your chat history based on criteria such as operator, status (closed, attended online, attended by email address, or missed), department, embed, or date. Additionally, you can explore different chat categories, including Active, Missed, Reopened, Closed, and Monitored chats, and apply filters to tailor your view according to your preferences.
Categories:
  1. Active chatsThis 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).
  6. Chats in queue: This will contain all the chats that are in queue and yet to be picked up by your operators. 

Viewing the conversation history

To access the transcript of a specific closed conversation, click on that Closed chats. You can also find visitor information and a notes section through icons in the top-right corner. If, after reviewing the transcript, you decide to send the visitor an email (only if the visitor provided with email address), you can click the Send Email button to open a message composition box where you can proceed to send your message.


    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      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


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION









                                      You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                          Manage your brands on social media

                                            Zoho Desk Resources

                                            • Desk Community Learning Series


                                            • Digest


                                            • Functions


                                            • Meetups


                                            • Kbase


                                            • Resources


                                            • Glossary


                                            • Desk Marketplace


                                            • MVP Corner


                                            • Word of the Day


                                              Zoho Marketing Automation

                                                Zoho Sheet Resources

                                                 

                                                    Zoho Forms Resources


                                                      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 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

                                                                                                        • Calls history in SalesIQ

                                                                                                          In the Calls section, you can see the list of calls you or your operators initiated or received from the visitors. To access Calls information from other pages, you will just have to click on the Calls tab in the panel on the left of your Zoho ...
                                                                                                        • Advanced visitor identification settings

                                                                                                          Send proactive messages to visitors Proactive Chat Window appears when you click on a visitor on the tracking view. It holds the collection of various details about the visitor that can give you an overview on the specific visitor before initiating ...
                                                                                                        • Visitor Info Cards

                                                                                                          Visitor info cards are used to collect type-based information like name, email, phone, website, etc. from the visitor and store them as per the requirement. Channel compatibility and limitations All visitor info cards are supported in Facebook, ...
                                                                                                        • Conversation Monitor

                                                                                                          Conversation Monitor allows you to oversee chat and call 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. ...
                                                                                                        • Visitor Routing

                                                                                                          What is Visitor Routing? The process of separating and routing the visitors on your website to specific operators with the help of specific filters and rules is called Visitor Routing. For example, if the majority of your customers are from the ...
                                                                                                          Wherever you are is as good as
                                                                                                          your workplace

                                                                                                            Resources

                                                                                                            Videos

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



                                                                                                            eBooks

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



                                                                                                            Webinars

                                                                                                            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