My Closed Chats

Review your conversation history by browsing all chats you have handled that are now closed.

The My Closed Chats screen displays a searchable, filterable list of all conversations you have participated in that have since been closed. Use this to review past interactions, follow up with customers, check conversation outcomes, or analyze your chat performance.

The table shows key information about each conversation including the customer name, location, chat tags, AI-generated insights, timestamps, and the reason the chat was closed.

Filtering Your Chats

Use the filter controls at the top of the screen to find specific conversations.

Filter by Chat Direction

Show only inbound, outbound, or transferred chats.

Steps:

1. Click the Chat Direction dropdown.
2. Select one or more options: Inbound, Outbound, or Transfer.
3. Click Filter Now to apply.

Result: The table updates to show only chats matching the selected direction(s).

Filter by Chatbot

Show chats from specific chatbots only.

Steps:

1. Click the Chatbot dropdown.
2. Search or select one or more chatbots.
3. Click Filter Now to apply.

Result: The table updates to show only chats from the selected chatbot(s).

Filter by Country

Show chats from customers in specific countries.

Steps:

1. Click the Country dropdown.
2. Search or select one or more countries.
3. Click Filter Now to apply.

Result: The table updates to show only chats from customers in the selected country/countries.

Filter by Date Range

Show chats from a specific time period.

Steps:

1. Click the Active Date field.
2. Select a start and end date from the date picker.
3. Click Filter Now to apply.

Result: The table updates to show only chats that were active within the selected date range.

Filter by Chat Tag

Show chats with specific tags applied.

Steps:

1. Click the Filter by Chat Tag dropdown.
2. Select one or more chat tags.
3. Click Filter Now to apply.

Result: The table updates to show only chats that have the selected tag(s).

Filter by AI Chat Tag

Show chats with specific AI-generated tags.

Steps:

1. Click the Filter by AI Chat Tag dropdown.
2. Select one or more AI-generated tags.
3. Click Filter Now to apply.

Result: The table updates to show only chats with the selected AI tag(s).

Filter by AI CSAT

Show chats with specific AI-predicted customer satisfaction scores.

Steps:

1. Click the Filter by AI CSAT dropdown.
2. Select one or more CSAT ratings.
3. Click Filter Now to apply.

Result: The table updates to show only chats with the selected predicted satisfaction level(s).

Filter by AI Emotion

Show chats where the customer displayed specific emotions.

Steps:

1. Click the Filter by AI Emotion dropdown.
2. Select one or more emotions.
3. Click Filter Now to apply.

Result: The table updates to show only chats where the AI detected the selected emotion(s).

Working with the Results Table

View, sort, and interact with your closed chat history.

Sort Results

Change the order of results by clicking column headers.

Steps:

1. Click on a sortable column header: Last Active, Outbound, Inbound, or Reason Closed.
2. Click again to reverse the sort order.

Result: The table re-sorts according to your selection. An arrow indicates the current sort direction.

Customize Visible Columns

Choose which columns to display in the results table.

Steps:

1. Click the Columns button in the table header.
2. Check or uncheck columns to show or hide them.

Result: The table immediately updates to show only your selected columns. Your preferences are saved for future visits.

View a Closed Chat

Open the full conversation history for a closed chat.

Steps:

1. Find the chat you want to view in the results table.
2. Click on the customer's name in the Name column.

Result: The User View modal opens showing the complete conversation history and customer details.

Load More Results

View additional results beyond the initial set.

Steps:

1. Scroll to the bottom of the results table.
2. Click the Load More button.

Result: Additional results are loaded and appended to the table.

Export to CSV

Download the current results as a spreadsheet file.

Steps:

1. Apply any filters to narrow down the results.
2. Click the Download icon (down arrow) below the table.

Result: A CSV file named "MyChats.csv" downloads containing the visible table data.

Taking Action on Closed Chats

Re-engage with customers from your closed chat history.

Open a New Chat

Start a new conversation with a customer from your history.

Steps:

1. Find the customer in the results table.
2. Click the Open New Chat button in the Actions column.

Result: A new chat is initiated with the customer and appears in your Active Chats.

Supervise an Active Chat

Join as a supervisor if the customer is now chatting with another agent.

Steps:

1. Find a customer who is currently in an active chat with another agent.
2. Click the Supervise Chat button in the Actions column.

Result: You join the chat as a supervisor and can monitor the conversation.

Understanding the Table Columns

Reference guide for information displayed in each column.

Column Descriptions

Related Topics

• Agent Chat
• User View
• All Chats
• Tagging Users and Chats