Chat history

In this article, we will guide you on how to access and utilize the chat history and archived chats in Tidio. By understanding these functionalities, you'll be able to review past conversations, monitor your team's activity, and easily retrieve important information from previous chats.

 

In this article, you'll learn:

• Where solved chats are located 
• How to explore chat history
• How to search for specific chats

 

 

Locating chat history

 

To access the chat history in your Tidio panel, navigate to the Solved tab located within your Inbox. By entering this tab, you can view all your archived conversations.

 

 

 

Please note: if the same user comes back with a new message, the conversation will once again appear in the Unassigned folder as usual, where your agents can pick it up and respond - and it will go back to Solved once they are finished with it again.

 

 

 

Exploring your chat history

 

Within the chat history (the Solved folder), you'll find a detailed record of your team's interactions. You can review conversations, analyze customer inquiries, and gain insights to improve your support strategies. Additionally, offline messages and emails sent to your chat widget can also be accessed in the chat history section, ensuring that no customer communication is overlooked.

 

 

Searching for specific chats

 

If you're looking for a specific chat or client within your chat history, Tidio provides a convenient search bar. Simply click on the magnifying glass icon and enter the relevant email or keyword in the Search in Inbox field:

 

 

 

This feature enables you to quickly locate specific chats, retrieve important information, and efficiently address customer queries based on past interactions. The results will be shown in chronological order.

Please note: results will be shown separately for live conversations and for tickets, in their own tabs.

 

You can search by keywords:

 

 

 

... by email:

 

 

 

... by name:

 

 

 

... or by phone number:

 

 

 

You can also access the Customers section and open the All contacts segment, where you can find all your saved Tidio leads. When you find a contact you're looking for (you can also use filters and sorting options there!), you can click on their name/email and open the associated chat history.