In this guide, we’ll explore how you can view previous conversations of your customers in Chatway, allowing you to provide more informed and personalized support.
Chatway is a versatile Live Chat app which centralizes customer communications from website, email, and social media into one dashboard. Features include customizable chat widgets, multilingual support, mobile apps, team collaboration tools, analytics, and canned responses. It’s designed to enhance customer satisfaction and streamline communication across channels.
With that being said, let’s dive in!
Step 1: Go to your Chatway Dashboard and open a chat to see the messages or reply to the customer.
Step 2: In the right Sidebar, you will spot a section titled “CONVERSATIONS WITH THE SAME EMAIL” and under that you will see the past conversations the customer had.
By looking at it, you will see the last message of the conversation, how old the conversation is, and the name of the agent who sent the last message.
Note: This section will only be visible if the older conversations exist with the same email address which is linked with the chat you are on. Visitors are verified when they log in to your website, but we cannot confirm that they are the true owner of the provided email address. For security, please refrain from sharing sensitive information with visitors.
Step 3: You can click on the past message to open that previous conversation.
In the screenshot above, you can notice that a resolved conversation is marked with a green tick, while an open conversation is not.
That’s all!
To read more guides about Chatway and know different functionalities that the product offers, please visit the Help Center.