Setting up conversation history

Enable and customize the conversation history options that are available on the conversation history screen.

Before you begin

Conversation history provides the capability to easily access historical conversations on the same channel. The agent can be more efficient by reviewing those conversations without opening multiple tabs and reviewing the transcripts. This page provides options to enable conversation history and to configure how many to display and optional filtered view for the agents.

Role required: admin

Procedure

1. Navigate to All > Conversational Interfaces > Settings.

2. Select Agent Chat and then on the Agent Experience card, select View Settings next to Conversation History.

3. To turn on conversation history, toggle on the Activate switch.

4. In the Number of conversations to display field, enter the number of previous conversations that should display on the screen.

   The maximum number of conversations that can display is 25.

5. To create a conversation history filter, select New.

6. On the Create New Conversation History Filter screen, fill in the fields.

   Field	Definition
   Name	Name of the conversation history filter.
   Active	Select the check box if this filter should be applied.
   Description	Description of the conversation history filter.
   Order	Order in which the filters should be prioritized. The filter with the lowest order matching the agent's groups is used to filter the interactions.
   Apply to all groups	Option for making the conversation history filter available to all user groups.

7. Select Set conditions to display the Condition dialog.

8. On the Condition dialog, build a filter for the conversation history.

   For more information, see Condition builder.

9. Select Set.

10. On the Create New Conversation History Filter screen, select Submit or Update.

Parent Topic:Configuring Agent Chat