Chat History and Recordings in the Busin

The Business Portal now includes a Conversation History section where business admins can access and manage past chats, call recordings, and more. Here’s how to navigate and use it:

1. Navigate to the One-to-One Workspace in the Business Portal.
2. Click on Conversation History at the top. You’ll see a list of all past conversations on the left-hand side. Selecting any conversation opens a detailed view of the interaction between the visitor and the agent.

1. The conversation details appear in the center. On the right hand panel you can view Visitor information. Agent notes – click + Add Note to include new insights or follow-ups.
2. From the History section, you can Download the full chat log, view any available call recordings, access the visitor's browsing history.

1. The visitor ID of the visitor in the conversation is displayed at the top of the conversation.
2. The profile picture of the agent that participated in the conversation is at the top right.

1. Clicking the profile picture reveals a dropdown with: Agent username and ID. These fields can be copied for easy reference.
2. Search by Agent: Click to open a dropdown of available agents. Select an agent to view only conversations involving them.

1. You can also filter by the timezone and the date range.
2. Search by Conversation ID to quickly locate specific chats.

1. Exporting Conversations
   • Click Export to download all conversation details.
   • Click on documents or file icons to download individual logs or attachments.
   • The exported CSV file now includes the following new columns:
   • Video link – Direct link to the video recording (e.g., an .m3u8 file), if available. This field will be blank if there is no recording.
   • Agent Name – The name of the agent who participated in the conversation.
   • Agent Email – The email address of the agent.