How to Use BoldDesk Chat History Tab to Track Conversation Updates
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.
Why Use the History Tab in BoldDesk?
The History tab helps teams:
- Review past changes for accuracy.
- Resolve discrepancies quickly.
- Maintain compliance with internal policies.
- Optimize workflows by analyzing activity patterns.
Access the History Tab
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Open the conversation.
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Click the History tab in the message section header.
What Does the History Tab Log?
The History tab automatically records changes to system fields, custom fields, and other key actions.
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. |
| Brand | Logs when the brand associated with the conversation is changed. |
| 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. |
| ePHI | Logs updates to fields containing electronic Protected Health Information. |
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. |
FAQs
1. Does the History tab track custom field changes?
Yes, all updates to configured custom fields are logged.
2. Can I export the History log?
No. The History tab is an on‑screen audit trail and cannot be exported. It records who changed what and when, but export is not available for History entries.
3. Does the History tab show who made the change?
Yes, it records the user who performed each action along with the timestamp.
4. Is the History tab available for all conversations?
Yes, the History tab is accessible for every chat conversation in BoldDesk.
5. Can I email the History log to a requester?
No, the History log cannot be emailed. However, you can email the chat conversation transcript to the requester, which includes agent responses, AI responses, customer responses, and timestamps—but not the History audit trail.
6. Can BoldDesk keep conversation history for the same user within the same live chat?
Yes. BoldDesk automatically maintains a full conversation log, including all messages and tracked changes, via the History tab.
7. Does BoldDesk offer built‑in separation of topics within a single chat thread?
No. BoldDesk does not provide sectioned or segmented history within the same chat session. All messages remain in one continuous thread.
