Search and export conversation history

History is used to review completed customer issues. Visibility depends on your role and conversation scope.

Steps

Open History

Choose History from the main navigation.

Search and filter

Search customer details or message text, then filter by owner, channel, rating, effective conversation, tags, and time. Presets include today, yesterday, 7, 30, 90, and 180 days.

Review the record

Open a result to review messages, attachments, internal notes, ownership changes, and closure details. Supervisors and administrators with the required access can also review the original content of a retracted message.

Export records

With the Export history permission, choose a summary XLSX or a full message archive XLSX. The export runs in the background; open the download link from Notifications when it is ready.

Add to quality

If a conversation needs review, add it to a quality task from History when your role has the required quality access.