History

History is where you read what people have actually asked your experts, word for word. Use it to check how an expert is being used, to find a particular conversation, or to remove conversations you no longer want to see.

Open it from History under ACTIVITY in the sidebar. The page itself is headed Chat History & Usage.

An admin without the permission can still open the History page, but no conversation loads. A message appears saying You do not have permission to read conversations. Ask the owner to tick Read conversations for your account type.

How far back you can look

Every plan records conversations. What changes is how long they are kept.

A note under the expert list on the left tells you which window applies to you. Anything older than the window is removed automatically, so it cannot be searched or opened any more. If you upgrade, you will find whatever was still kept, not an empty page.

Finding a conversation

The page is split in two. The left side filters, the right side lists conversations.

• Experts lists each expert with its number of conversations and messages. Click one to see only its conversations. The first card, All experts, shows everything. If people have deleted conversations on their side, the card also shows how many are archived.
• Status narrows the list by how recently the conversation moved. Active means the last message was in the past 5 minutes. Idle means between 5 and 30 minutes ago. Inactive means more than 30 minutes ago. Archived shows conversations the person deleted on their own side. They are kept for you to read. All statuses removes the filter.
• The date picker above the table sets the period. It filters on the date of the last message. Presets include All time, Today, Week to date, Month to date, Last 7 days and Last 30 days. Last 90 days and Last 12 months are dimmed when your plan keeps conversations for 30 days only. You can also click two days on the calendar to choose your own range.
• The search box matches the conversation title, the person's name and their email address.
• The drop down beside Edit sets the rows per page, from 10 to 50. The refresh button reloads the list.

What each column shows

Conversations from every channel are saved here, including Microsoft Teams and Discord.

The bar at the top, Plan usage, shows how much of your allowance is used overall. For the full picture, see Usage.

Reading a conversation

Click anywhere on a row. A window opens with the whole exchange, the person's messages on the right and the expert's replies on the left. Files that someone attached to a message appear with it. The window header shows the title, the source and the number of messages. Press the close button or Esc to go back to the list.

The Audit logs page links to a conversation from the matching event, so you can jump from "someone asked a question" to what was actually said.

Deleting conversations

1. Click Edit. Tick boxes appear beside each row, and the button changes to Done.
2. Tick the conversations you want to remove, or use the box in the header to tick the whole page. A bar shows how many are selected.
3. Click Delete selected and confirm. The box says This cannot be undone.

The button beside Edit, Clear all, removes everything that matches your current filters, not only the rows on screen. Its label follows the status you picked, for example Clear all inactive. The confirmation box tells you the exact number first.

Deleting removes the conversation from History. It does not change what the person sees in their own chat list.

Click Done when you have finished, so you do not delete something by accident.