Chat History
Go to Analytics → Chats History to see all conversations that have taken place through your widget.
Browsing conversations
The history list shows all chats sorted by date, newest first. Each row shows:
| Column | Description |
|---|---|
| ID | Unique conversation identifier |
| Language | Detected language of the conversation |
| Source | Where the chat originated (widget) |
| Status | Current conversation state |
| Created | Timestamp of the first message |
Click any row to open the full conversation view.
Searching
Use the search bar to find conversations by content or user reference. The search runs across message content.
Conversation view
Opening a conversation shows the full message thread in chronological order, including:
- Visitor messages
- Agent responses
- Routing decisions (which agent handled the conversation)
- Any extracted data fields collected during the conversation
Use the Delete button to remove a conversation from history if needed.
Using history to improve agents
Chat history is a valuable source for improving your setup:
- Wrong routing — if a conversation was handled by the wrong agent, add a routing example that covers that query type to the correct agent
- Unanswered questions — if agents frequently couldn’t find an answer, the relevant document may be missing from the knowledge base
- Long conversations — if an agent asked many clarifying questions before answering, the extraction fields or document content may need refinement