View a visitor's previous chats

Activa Live Chat Support » Operator Console » How To

Article ID: 51 | Last Modified: 06/10/2008

Operators can use the Operator Console's History Chatlet to view any visitor's past chat transcripts (also commonly referred to as 'chat histories') with any other department or operator.

A small chat bubble icon is used to indicate whether a visitor has any previous chats. Info Bubbles (that appear by hovering over visitors in the monitor) will also display how many previous chats a visitor has had (such as "x 2" or "x 5").

Operators who are signed into the Operator Console can view a visitor's previous chats by following these simple steps:

• Select a visitor in the monitor that displays the chat bubble icon (which indicates the visitor has chatted with an operator before)
• Click on the History Chatlet's tab (labeled "History")
• All of the previous chats for this visitor will be loaded and displayed with the lastest chat listed at the top)
• Click the Chat ID for the transcript you want to read and it will display within the History Chatlet area