Conversation History

Every conversation is recorded with its full context: exchanged messages, operational events, transfers, and closures. This allows you to reconstruct what happened during support, who intervened, and when each event occurred.

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Support type

Information can be viewed by support type: This segmentation allows you to query each support type independently and simplifies searching and analyzing conversations.

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Searching conversations

The fastest way to locate a conversation is by using the customer identifier. Depending on the support type, this identifier may correspond to:

• Phone number
• Email address
• Unique contact identifier

The search will display all conversations associated with the customer so you can review their complete interaction history.

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Available filters

To facilitate information analysis, the history includes advanced filters that help find specific conversations. Available filters are:

• Date range
• Operator
• Team
• Source channel

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Conversation list

Once filters are applied, the list of conversations matching the selected criteria will be displayed. For each conversation you can view:

• Customer
• Assigned operator
• Support date

This view allows you to quickly identify specific conversations without needing to access each one’s detail.

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Conversation detail

When accessing a conversation, the complete message history will be displayed in chronological order. For each interaction you will see:

• Message author (customer, channel, or operator)
• Content sent
• Exact date and time
• Message status when applicable

This allows you to fully reconstruct the context of the support delivered.

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General case information

At the top of the conversation, the main attributes associated with the case are displayed:

• Case status
• Case origin
• Management indicator

This information allows you to quickly understand the general context of the support interaction.

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Case events

In addition to exchanged messages, the history includes relevant events that occurred during the case lifecycle. Some examples are:

• Operator assignment
• Transfer between operators
• Transfer between teams
• Case recovery
• Status changes
• Conversation closure

These events help understand the operational actions performed during management.

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Navigating between conversations

When a customer has multiple registered conversations, you can navigate between them to review the complete support history without returning to the main list. This feature facilitates recurring case analysis and historical tracking of each customer.

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Traceability and auditing

All information stored in the history is recorded for tracking and auditing purposes. This allows you to:

• Review decisions made during a management interaction.
• Analyze historical conversations.
• Follow up on support processes.
• Perform operational quality controls.

The recorded information serves as a reference for supervisors, administrators, and auditing teams.

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Information export

The history allows you to export the queried information for external analysis or follow-up. This facilitates the creation of reports, audits, and operational analyses outside the platform.