Conversation history
Customers find their earlier chat instead of explaining again
Customers write at different times about different things. Starting a new chat doesn’t lose the old ones. From the history at the top of the chat window, they see their earlier chats, pick one, and it opens where it left off. Your team doesn’t hear the same story twice.
How it works
- 1
A customer looks for an earlier chat
They want to get back to something they asked before: an answer they received or a question left half-finished.
- 2
They see their earlier chats
They tap the “Conversation history” button at the top. Their own chats are listed, each row showing the first words of the last message and when it was written.
- 3
They switch to the chat they picked
They pick one. That chat opens with their question and the answers still in place. The open chat is marked “Current” in the list.
What you get
- Earlier chats that aren’t lost when a new one starts
- Customers who don’t have to explain their question again
- No duplicate chats about the same topic in your inbox
Available on all plans. Works in the website chat only, and the inline chat block has the same button. The list shows the customer’s own chats: a customer signed in to their store account sees their chats from another device too, while a visitor sees what they wrote in the same browser. The 20 most recent chats are listed.