Chat history and transcripts

Search past chats, read a transcript with its private notes, email a copy, download as CSV, and choose how long chats are kept.

History

History lists every chat, newest first. Search words from the messages, the visitor's name or email, and filter by status (ended, missed, messages left, open, waiting), widget, person, rating and dates. Click a chat to read it.

The transcript shows every message with its time, files and pictures, private notes (yellow, for your team only), the rating and its comment, and who answered. On the right: the visitor, where they were, the page the chat started on, and buttons to make a CRM lead or a Helpdesk ticket from it or email the visitor a copy.

Missed means the chat ended before your team replied. Message means the visitor left a message while nobody was online: reply with the Reply by email button.

On the Free plan you see the last 30 days. Older chats are kept, not deleted, and come back when you upgrade.

Copies for the visitor

When a chat ends, the visitor can type their email and get a copy (Standard and up; turn it off under Settings > Preferences). From a transcript, Email them a copy sends it too. The copy comes from your business's name, and private notes are never in it.

Download

Admins, Supervisors and Viewers can download the chats you see as CSV (History > CSV, Standard and up). Each download is written in the audit log.

Delete and keep

• Admins can delete one chat from its transcript: its messages and files go for good.
• Settings > Privacy & data > Delete ended chats after (days) removes old chats every night (0 = keep them).
• A visitor who asks to be forgotten: see Visitor location and privacy.