Chat history makes things easier for your customers, as they can pick up a chat where they last left off or reread a conversation anytime they need. All they have to do is scroll up in the chat widget.
Should I turn on chat history for my customers?
Customers often need to go back to a conversation to check the information you provided. When the chat history is off, they need to start a new chat just to ask again about something you already answered.
With the chat history on, your customers can take a look at their previous conversations anytime they want. It saves time and effort on both sides.
You might consider turning off the chat history if you send or receive sensitive information via chat. Computers are often shared between family and friends, and with chat history on, other people can potentially read these private chats.
How to turn on/off chat history
Chat history can be turned off only if your availability is set to “only when agents are online”.
To turn on/off the chat history for customers follow these steps:
Uncheck Customers can see the chat history to hide chat history.
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Select Save changes.
What happens when all agents are offline
When all agents are offline, the chat history is visible, but the visitor can’t start a chat. If you have the ticket form on, your customers are able to leave you a message. If you don’t use the ticket form, set up your offline info to let your customer know when you’ll be back.
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 or created a LiveChat account after June 1, 2023, please refer to the HelpDesk contact form settings.
The native Tickets feature will be sunsetted based on the following schedule:
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 or created a LiveChat account after June 1, 2023, please refer to the HelpDesk contact form settings.
The native Tickets feature will be sunsetted based on the following schedule:
For example, “We’re available Monday-Friday, 8am-4pm.”
You can use Markdown to format the text.
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Select Save changes.
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