Chat conversations

The Chats → Chat conversations report allows you to view reports on chats conducted by agents. Among other things, you can see how long the chat lasted, what the topic was, and how the customer rated it.

You can search for messages using filters:

• Conversation ID - individual ID of a given conversation,
• Agent - agent who participated in the conversation,
• Customer - customer with whom chat was conducted,
• Chatbot - chatbot that participated in the conversation,
• Queue - queue from which you want to see the calls,
• Email - email address of the customer with whom the chat was conducted,
• Content - message content,
• Rating - customer rating (sad face, neutral face, smiling face),
• Ended by - chats that have been ended by a customer, agent, chatbot or system,
• Handled by - chats that were handled by an agent, chatbot or chatbot and agent,
• Start date - start date of the chat,
• First response time - time interval expressed in seconds for the response in a chat that was directed to the agent (without empty chats),
• Tags - tags with which chats have been marked,
• IP address - customer's IP address,
• Source contains - link of the page from which the customer connected,
• With GDPR consent - chats for which consent has been given to process data,
• Unanswered - messages that did not get a response.

When you select a conversation on the right, you can see its progress.

To hide the chat dialog, click .

Each chat is described by the following columns:

• Conversation ID - individual ID of a given conversation,