Conversation history

Every conversation a customer has with you — across calls, SMS, WhatsApp, chat, Messenger and Telegram — is stitched into one timeline.

Where to find it

Open any contact in the agent console. The History tab on the right shows every interaction in reverse chronological order, with the channel icon next to each entry.

Search and filter

• Filter by channel (Voice, WhatsApp, SMS, …)
• Filter by agent or queue
• Free-text search across message bodies and call notes

Open an old conversation

Click a row to see the full transcript. For calls, the recording and any evaluation are linked from the same view. You can also re-open a chat conversation if it was closed by mistake.