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, operator handling their live chat offline request and the chat summary.
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:
- Active chats: This category will contain a list of all the chats that are currently active/ongoing.
- Missed chats: This category will contain a list of all the chats that have been missed by operators so far.
- Reopened chats: This will contain the list of chats that were closed and then reopened for a follow-up or a new query.
- Closed chats: This will contain a list of all the completed chats
- Monitored chats: This will contain a list of all chats that were monitored by another operator(Administrators/Supervisors).
- 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, navigate to Closed Chats and click on the desired conversation. You can find the the chat summary, visitor information, and notes.
If you wish to re-engage with the visitor after reviewing the transcript, there are two options:
- Reply via Email – Available only if the visitor provided an email address. Click this option to send a follow-up directly.
- Templates (Reopen via WhatsApp ) – Available if the visitor shared their phone number. Click Templates to send a WhatsApp message using a pre-approved template.
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