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Chats

The Chats Tab provides a tabular view of your chat history with customers. It features multiple columns for detailed information:

  • Date: Displays the date and time of the last message in the session.

  • Category: Shows the category or categories the chat is related to; this may be empty. You can click on the header of the column to search for specific results (ex: all chats about customer complaints).

  • Location: Lists the customer's location when they first start the chat; that location remains the same for the entire duration of the chat session. You can click on the header of the column to search for specific results (ex: all chats from customers in Barcelona, Spain).

  • Messages: Displays the total number of messages in the chat session. The number of new messages is indicated in blue on the left side of the date.

  • Upvote: Indicates the number of likes received.

  • Downvote: Indicates the number of dislikes received.

  • Contact: Number of times the user clicked the Contact Admin icon.

  • Email: The user's email address, if provided during the chat session; may be empty. (coming soon)

  • Chat ID: A unique identifier for each chat session.

Chats

If a customer begins a chat and returns some time later with more questions, all the messages will be grouped under the same chat, as long as they use the same device, same browser and haven't deleted their cookies.

You can click on any of the chats to see the conversation history with that customer.