Category / Section
Conversation History in Live Chat
Published:
The History tab tracks all key changes, updates, and actions within a conversation. It ensures transparency and accountability by showing what changed, when it changed, and who made the change. Teams use this log to review past activity, resolve discrepancies, maintain compliance, and optimize workflows.
Access the History Tab
- Open the conversation.
- Click the History tab in the message section header.
System Fields Logged
The log automatically records changes to the following system fields:
| System Field | Description |
|---|---|
| Requester Change | Logs when someone updates the requester. |
| Linked Contact | Logs when someone links a contact. |
| Contact Group Change | Logs when someone updates the contact’s group. |
| Add Participants | Logs when someone adds a participant. |
| Change Status | Logs status changes (e.g., Open → Closed). |
| Change Assignee and Group | Logs updates to the assigned agent or group. |
| Tags | Logs when someone adds, removes, or edits tags. |
| Priority | Logs updates to the conversation priority. |
| Category | Logs changes to the category field. |
Custom Fields Logged
The log records updates to all custom fields configured in your system:
| Custom Field | Description |
|---|---|
| Textbox (single line) | Logs changes to single-line text fields. |
| Textbox (multi-line) | Logs changes to multi-line text fields. |
| Checkbox | Logs when someone checks or unchecks the field. |
| Yes or No | Logs changes between Yes and No. |
| Date | Logs updates to date fields. |
| Date Time | Logs updates to date and time fields. |
| Numeric | Logs changes to numeric fields. |
| Decimal | Logs updates to decimal fields. |
| Dropdown (single-select) | Logs updates to single-select dropdowns. |
| Dropdown (multi-select) | Logs updates to multi-select dropdowns. |
| Regex | Logs changes in fields with regex validation. |
| URL | Logs updates to URL fields. |
Other Actions Logged
The log also tracks the following conversation actions:
| Action | Description |
|---|---|
| Mark as Spam & Delete Conversation | Logs when someone marks a conversation as spam or deletes it. |
| Link a Ticket | Logs when someone links a ticket to the conversation. |
| Create a Ticket | Logs when someone creates a new ticket from the conversation. |
| Export Conversation | Logs when someone exports the conversation. |
| Email Transcript to Self | Logs when someone emails the transcript to themselves. |
| Email Transcript to Requester | Logs when someone sends the transcript to the requester. |
| Delete a Message | Logs when someone deletes a message. |
| Edit a Message | Logs when someone edits a message. |
