Chapter 07
History keeps completed conversations available for review. Use it to notice: repeated objections, buyer language, captured leads, label matches, Product Discovery evidence, and the conversations your team should learn from.
Stand Guidebook
Chapter 07 of 12
Field guide
Build a lightweight review habit that finds useful conversations, reads them for patterns, and turns history and digests into concrete changes.
Need an exact capability definition, plan requirement, or limitation? Browse the Feature Reference.
Review rhythm
Early teams do not need a complex analytics program. They need a habit: read the important chats, mark repeated patterns, and make one improvement before the next week of traffic.
Open History and set Handled by to AI, then use Visitor → Has email, Has phone, or Any contact to find conversations with captured details. Narrow by Site, dates, Label, or Search as needed. Contact details and labels are starting points for review, not proof of a qualified buyer.
Members review their own accessible conversations. The organization owner can switch Scope from Mine to Team for a wider review. History contains closed conversations; use Chats to monitor an active one. Date filters use the close time and your browser’s local calendar, so a chat opened yesterday and closed today appears under today.
Practice
Illustrative weekly output
What to look for
A transcript gives you language to test in page copy, alternatives to explain in comparisons, and constraints to check in onboarding. Keep the original words beside your interpretation so the proposed change remains traceable to what the visitor said.
Do not only ask whether the AI answered correctly. Ask what the visitor was trying to decide.
Example
Example
Reporting
Open Digest to choose Off, Daily, Weekly, or Monthly, and decide whether to skip periods with no chats. Use the on-demand last-seven-days email to check the result. Digests summarize activity; History supplies the transcript behind the summary.
On Pro and Business, enable Add AI insights to my digest for generated analysis, including relevant label and Product Discovery findings. Follow the evidence links and verify the interpretation against the transcript.
For a working note, use Copy in a conversation detail to copy Markdown. For analysis across conversations, set the History filters and choose Download filtered conversations as JSON; the download includes all matching accessible results, not only the displayed page. Store exported contact details and transcripts where your organization permits customer data.
Questions
The owner sets conversation retention in Team → Privacy & retention. The dashboard offers 90 days on Base; Pro and Business also offer 180 days, 1 year, 3 years, or 5 years. Retention clears expired chat content and visitor details; it does not remove all usage statistics, so do not treat History or an old digest link as a permanent archive. Review the Conversation retention feature reference before shortening the period.
Yes. History includes contact filters for has email, has phone, and any contact.