Viewing, deleting and exporting your chat history

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To view or make any changes to your chat history you’ll first need to make your way to the Messaging section by clicking the inbox icon on the left side of the Dashboard.

If you have multiple properties, make sure to check you’re currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.

You can also switch what the messaging section will display while viewing your property settings, by selecting either InboxContactsSpam or Trash from the list under the active property. For now, we’ll stick to Inbox as this is where you’re able to view, delete and export your chat history.

Before you go any further, it’s important to check exactly what your seeing in the Messaging section. Below the green + New Ticket button, you’ll see two checkboxes that control if your viewing past chats, tickets or a combination of both. For viewing, deleting and exporting chats, you’ll need at least chats to be selected.

Viewing chats

If you’re looking for a specific chat your best bet is the Search function in the top right corner of the Messaging section. Clicking the small upside-down triangle at the end of the search bar will open up the advanced search option.

This will give you plenty of ways to narrow down results depending on what you’re looking for including dates, who answered the chat, how long the chat was, the status and even any tags used to identify the chat. If you’re still not having much luck finding the chats you’re after, try combining multiple advanced search options to narrow the list down even further.

If you’re more interested in browsing through a list of all of the most recent chats make sure you’ve got the chat list set to All and the status set to Any as seen below.

To narrow down the list a little you can change the chat list selection form All to show specific Departments, if a chat is Assigned or Unassigned and show a list of chats from a particular Agent. If you’re after chats you’ve answered yourself, click Mine just to the right.

To sort the list by the status of the chat, click on Any to switch to only viewing Pending or Closed chats and to see only open chats click the Open option to the right.

You can also sort the entire list in either ascending or descending order based on when the chat was Updated, when it was Created, its Priority or Statusby clicking the button to the right

Deleting and Exporting

To make sure accidents don’t happen, you’ll need admin access to the property to be able to either delete or export messages.

To delete a single chat, select the empty checkbox on the far right of the list. Filling this checkbox will prompt you with a window dedicated to Deleting and Exporting messages. If you’re looking to delete or export multiple messages you can click the empty checkbox in the top right corner above the list, this will take all of the messages in the current window and add them to the delete or export window.

If you want to delete or export a certain type of message that fits a specific description, try using the advanced search option to include only certain messages.

Hit the red button to permanently delete the selected messages and say goodbye forever. Click the green butting to export the selected messages, you’ll then be prompted to enter an email address to send the exported messages to.

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