The chat history can be searched for individual and groups of customers.
To search chats between customers and agents, go to HISTORY.
Choose the desired chatbot.
To find chats containing a specific word or phrase, use Keywords field.
To find chats with a specific customer, go to the Customer ID field and type the customer's AICX platform customer ID.
To find chats within a specific time period, go to the Date field and click the calendar icon.
To find chats from a specific channel, go to the Channel field and choose your desired channel.
To find chats handled by a specific team, go to the Team field and choose your desired team.
To find chats handled by a specific agent, go to the Agent field and choose your desired agent.
To reset all filters, click Clear.
You can also view the chats of a specific customer by clicking on the Previous chats in the LIVECHAT page.
Another way to navigate a customer's chats is to use the < > arrows in the header of the chat.
Updated 4 months ago