The Chat History page shows every chat conversation with full transcripts, visitor details, and agent assignment. Use it to review individual conversations, add notes, and manage tags.
Accessing Chat History
Click History in the sidebar navigation. You can also access chat details through Reports > Chat Report, which shows a summary table of all chats.
Chat Report Table
The Chat Report table shows these columns for each conversation:
| Column | Description |
|---|---|
| Visitante | Visitor's name (from pre-chat form or JS SDK) |
| Correo electrónico | Visitor's email address |
| Teléfono | Visitor's phone number |
| Question | The visitor's first message in the conversation |
| Agente | Agent who handled the conversation |
| Estado | Answered, Missed, or Offline Message |
| Widget | Which widget the chat came from |
| Date | When the chat started |
| Answer Time | How long the visitor waited before an agent responded |
| Duration | Total conversation length |
Viewing a Transcript
Click any row in the Chat History page to open the detailed view.
Transcript Panel
The full message history is displayed with timestamps, sender names, and message content. Messages from visitors, agents, and AI chatbots are shown in sequence exactly as they occurred.
Visitor Information Panel
The detail view also shows:
- Visitor name, email, and phone
- Consent status (GDPR)
- Department or group
- Location (geographic)
- Session ID
- Custom fields 1 through 6 (if configured in pre-chat form)
- Extra parameters (from JS SDK or URL parameters)
- Page URL where the chat started
- Referrer URL
- Browser information
- IP address
- Chat duration and timing (start, answer, end)
- Visit count (how many times this visitor has been to your site)
Tags and Notes
You can add tags and notes to any chat from the History page. Tags help you categorize conversations (e.g., "sales", "support", "billing") and filter them later. Notes let you add internal context for your team.
Search and Filtering
- Widget filter - Show chats from a specific widget or all widgets
- Date range - Filter by preset (Today, Yesterday, Last Week, Last 30 Days, This Month) or custom date range
- Team filter - Filter by department or Slack channel
- Search - Search by visitor name or IP address
Transcript Emails
You can configure your widget to automatically email transcripts after each chat ends.
Agent and Admin Transcripts
Go to your widget settings and add email addresses in the Transcript Email Address field. Separate multiple addresses with commas (up to 25 email addresses). Each address will receive the full transcript with visitor details after every chat. You can also set a separate email address for missed chats and offline messages using the Missed Transcript Email Address field.
Visitor Transcripts
Visitors can receive a copy of the transcript if they provide their email address. Enable the Email Chat Transcript option in your widget settings to let visitors request a transcript copy at the end of the chat.
Sending Transcripts to External Systems
There are several ways to automatically send transcript data outside of Social Intents:
- Webhooks - Configure a webhook URL on your widget to receive the full transcript as a JSON payload when each chat completes. The payload includes the visitor's name, email, phone, custom fields, page URL, location, and the complete conversation text. See Webhooks.
- Zapier - Use a Zapier webhook to automatically send chat transcripts to Google Sheets, HubSpot, Salesforce, Slack channels, email lists, or any of 5,000+ apps. The transcript and all visitor data are included in the Zapier trigger payload. See Zapier.
- Acciones API personalizadas - Use AI Actions with a Custom API action type to POST chat data to your own API endpoint during or after a conversation. Custom API actions support template placeholders like
{{transcript}},{{email}},{{name}}y{{phone}}in the request body. See Acciones API personalizadas. - Auto-End Actions - Configure an action that automatically fires when a chat closes (if the visitor provided their name and email or phone). This can POST the transcript and contact information to any external API without requiring the visitor or agent to trigger it manually.
Exporting
Click Export as CSV to export chat data. The CSV export includes 31 columns: date, widget name, visitor name, email, phone, group, consent status, location, custom fields 1-6, extra parameters, tags, chat status, agent name, start/answer/end times, response time, duration, full transcript text, chat ID, session ID, and visit count. See Exporting Reports and Lead Data.