All of your past conversations are stored in Archives. It really comes in handy when you want to look for patterns and repeating cases, train new agents using old chats as well as simply check conversation history with a certain customer.
Below, you can find a rundown of the most important features and options available in Archives.
Archived chats list
A list of all your previous conversations. To look for a specific chat or a group of chats use the search bar and/or filters. Additionally, you can sort chats by date.
Skip search and click on View all chats in Details to immediately find all conversations with a certain customer.
Use filters in Archives
You can choose from seven filters:
- Agent—filters by agent who was handling the chat.
- Group—filters by group that the chat was assigned to.
- Ratings—filters by rating that was given to a particular chat.
- Tags—filters by tag assigned to a chat.
- Date—filters by date of the chat.
- Sales—filters by sales achieved during a chat.
- Goals—filters by goal achieved during a chat.
- Country—filters by customers’ country.
- Availibility—filters by agent’s status present at the start of a chat.
By default, filters are connected with an OR operator. What does it mean exactly? That if you set two conditions (or more) for one filter, results will show all chats that meet at least one of the conditions.
You can select Match Any and Exclude operators for Tags and Country filters.
For the Tag filter, you can choose for the results to match either all conditions or any of them. What does it mean exactly? That if you set two tags (or more) for the tag filter, results will show only the chats that match all conditions (Match all) or all chats that meet at least one of the conditions (Match any).
Let’s look at an example.
You set the tag filter to: Support or Sales. On the results list, you will see all chats tagged with at least one of these tags (so either just Support, or just Sales, or both Support and Sales).
Chat feed
A history of a particular chat. Click on three dots at the top of this panel to open a menu. From there you can: create a ticket, send a transcript and ban a visitor. At the very bottom, you can add and delete tags.
Create a ticket in Archives
Tickets mentioned in this article refer to the old LiveChat ticketing system available to new customers until June 1, 2023. If you’re using HelpDesk tickets, please refer to the HelpDesk integration settings. Otherwise, set up a HelpDesk account to start using tickets along with your LiveChat.
The native Tickets feature will be sunsetted based on the following schedule:
Starter plan: January 6, 2025
Team and Business plans: January 15, 2025
Enterprise and custom deals: January 31, 2025
Tickets mentioned in this article refer to the old LiveChat ticketing system available to new customers until June 1, 2023. If you’re using HelpDesk tickets, please refer to the HelpDesk integration settings. Otherwise, set up a HelpDesk account to start using tickets along with your LiveChat.
The native Tickets feature will be sunsetted based on the following schedule:
Starter plan: January 6, 2025
Team and Business plans: January 15, 2025
Enterprise and custom deals: January 31, 2025
First log in to LiveChat. Then go to Archives and follow these steps:
- Click on the three dots icon “…” in the top right corner.
- Click on Create ticket.
- Provide a title of the ticket (and customer’s e-mail address if they haven’t provided it in the pre-chat survey).
- Click on Create ticket.
Send a transcript from Archives
First log in to Livechat. Then go to Archives and follow these steps:
- Click on the three dots icon “…” in the top right corner.
- Then, click on Send transcript to email.
- Click on Send copy (you will have to enter customer’s e-mail address if they haven’t provided it in the pre-chat survey).
Ban a customer in Archives
First log in to Livechat. Then go to Archives and follow these steps:
