Overview
The Chat History section of your dashboard provides a complete record of all customer conversations. Use it to:
- Review conversations — See exactly what customers asked and how your agent responded
- Manage leads — View and edit captured lead information
- Track engagement — See which pages leads visited
- Follow up — Send email replies or transcripts
- Improve training — Identify questions your agent struggled with
Conversation List
The left sidebar shows all conversations for the selected AI agent:
- Lead name — Shows "New Chat" if no name was captured
- Last message preview — See the most recent message
- Timestamp — When the conversation occurred
- Online status — Green dot indicates visitor is currently online
Searching Conversations
Use the search bar to find specific conversations by:
- Lead name
- Email address
- Message content
- Company name
Search is instant and filters the conversation list as you type.
Message View
Click any conversation to view the full transcript:
- Message bubbles — Customer messages and agent responses
- Timestamps — When each message was sent
- Ratings — Thumbs up/down feedback from customers
- Real-time updates — New messages appear instantly
Conversations are grouped by session. If a customer returns after their session expires, it creates a new conversation thread.
Lead Management
The footer bar shows lead information and quick actions:
Lead Profile
Click Lead Profile to view and edit:
- Contact tab — Name, email, phone, company, address
- Custom tab — Custom property/value pairs
Engagement Level
The colored indicator shows AI-assessed engagement:
- High (red) — Strong interest, detailed questions
- Medium (orange) — Moderate engagement
- Low (blue) — Brief interaction
Hover over the engagement indicator to see a detailed explanation of why the lead received that score.
Activity Tracking
Click View Activity to see the lead's browsing history:
- Pages visited — Full URLs they viewed
- Page titles — What content they engaged with
- Timestamps — Chronological activity log
- Grouped by date — Easy to scan activity timeline
This data helps you understand what the lead was interested in, enabling more personalized follow-up.
Email Replies
Pro and Enterprise plans can send email replies directly from Chat History:
Direct Reply
Type a message in the reply box and click Send. The lead receives your message via email with the conversation context.
Email Transcript
Click Email Transcript to send the full conversation to:
- The lead (for their records)
- Your team (for review)
- Multiple recipients (comma-separated)
Email replies require the lead to have an email address on file. If no email was captured, the reply option is disabled.
Shareable URLs
Every conversation has a unique URL that you can share:
- Direct links — Link to specific conversations
- Deep links — Link to specific messages within a conversation
- Team collaboration — Share URLs with colleagues
URLs follow the pattern:
/my/chat-history/[agentId]/chat/[chatUserId]
Add ?messageId=[id] to highlight a specific message.
Share conversation links in team Slack channels or support tickets to give colleagues full context without screenshots.
