Reviewing chat history

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.

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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.

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You can also view the chats of a specific customer by clicking on the Previous chats in the LIVECHAT page.