Archives

The Archives tab in the Inbox section contains all your completed chats. It is divided into three main parts: Chats list, Chat feed, and Customer Details.

Chats list

This is where you’ll find a list of all archived chats. Clicking on a chat opens its full content. Above the list, you’ll see the total number of archived chats. You can sort the list by newest or oldest.

Use the Search Archive input field to find specific chats using details such as the customer’s name, email address, chat ID, or specific keywords and phrases.

Tip: To search for an exact phrase, use quotation marks. For example: "I have a question about my order"

In the top-right corner of the chat list, click the Funnel icon to apply filters. Currently available filters include:

• Date - filters by date of the chat

• Teammate - filters by the teammate who was handling the chat

• Team - filters by the team that the chat was assigned to

• Rating - filters by the rating that was given to a particular chat

• Tag - filters by tag assigned to a chat

• Reply status - filter by the information on whether the teammate replied to the customer’s first message

• Channel - filters by the channel through which the chat originated

Chat feed

This section displays the full content of a selected chat.

In the top right corner of the chat feed window, you can use the Share icon to share the chat with teammates. Under the three-dot menu, you can:

• Send the transcript to an email address

• Create a ticket from the chat

When sending a transcript, you can choose whether to include system messages, internal notes, and session variables.

Tip: We recommend leaving these options unchecked when sharing transcripts outside your organization, as they may contain sensitive information.

Customer details

In this section, all relevant information about the archived chat is organized in a single panel for quick access.

At the top, you’ll find the Ticket icon, which lets you create a ticket directly from the chat.

Below, you’ll find customer details such as their Name, Email address, Location, Device Type, Number of visits, and other information about the customer you were chatting with.

Additional information is grouped into individual cards:

• Chat info - gives you quick access to essential context like the assigned team, chat ID, chat duration, and queue time (if the chat waited in line). You'll also see the page where the chat began, helping your team understand what the customer was doing or looking at before reaching out - great for faster, more relevant responses.
  
  

• Chat Tags - shows all tags applied to the chat and lets you easily add or remove them. Tags help organize conversations, fuel meaningful reports, and surface patterns in customer behavior or common issues, making your support operation smarter over time.
  
  

• Customer Info - highlights the customer's support history by showing their total number of chats and tickets, visit count, and when they first and last visited your site. This information helps agents personalize interactions, recognize returning users, and tailor support based on the customer's experience level.
  
  

• Visit Info - reveals rich session insights like the referring page, the number of pages the customer visited, how long they stayed on the site, their local time, IP address, and what device and browser they're using. This helps agents troubleshoot faster, understand intent, and meet customers where they are, technically and contextually.
  
  

• Customer’s Tickets -displays all tickets connected to the customer, so agents can instantly see open, past, or related issues. This reduces duplication, improves consistency across channels, and helps teams deliver more seamless, informed support experiences.