History and message inspection
Read earlier conversation messages, return to unread work and inspect email content without losing your place.
What it is
The transcript shows messages, timestamps and conversation events in one reading area. It includes supported rich content, attachments, internal comments and sending feedback. You can load earlier content and inspect an email's original presentation or source.
Who uses it and why
- Operators read earlier exchanges before replying and return to new messages when they arrive.
- Supervisors review the conversations they can access, including internal comments and operational events.
Where to find it
Open a visitor or conversation to read the central message area. Use History in the top toolbar to find historical work. Email message menus provide View Original and View Source where available.
How it works
Scroll upwards to read earlier messages. More content loads as you approach the top. Conversation start markers help separate earlier exchanges from the currently selected conversation.
The console remembers your reading position for the visitor and conversation while you switch work. It also restores the earlier messages needed to return to that position. Loading images can cause a further adjustment as the message layout settles.
When new messages arrive while you are reading above the latest content, an indicator shows the new-message count. Select it to return to the new content. A new-comment indicator can instead take you to the relevant internal comment.
Use Hide system messages to reduce operational event entries, or Show system messages to display them again. This changes your view; it does not remove messages from the record.
For email, use Show full message when the preview is shortened. View Original opens the original email presentation, and View Source shows its source. The email preview offers HTML and text views when applicable.
Configure it
An administrator with Settings can change Show Consecutive Chat Messages Separately under Settings › Chat › General Settings. Your system-message visibility choice is made in the transcript itself and remembered in the browser.
Transcript copying, emailing, printing and removal of message data are separate actions with their own access rules.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Show Consecutive Chat Messages Separately | Settings › Chat › General Settings | website | Off | Settings role | Displays consecutive chat messages separately rather than grouping them together. |
Permissions
| Permission | Lets you |
|---|---|
| Chat | Read transcripts for conversations available to the operator. |
| Settings | Configure Show Consecutive Chat Messages Separately in Chat General Settings. |
Limits and good to know
- Hidden system messages can explain a transfer or status change. Show them when reviewing how a conversation progressed.
- Remembered reading position is a workspace convenience. Do not rely on it as a permanent bookmark.
- Rich content and attachment previews depend on the message type and channel.
- Personal-data restrictions still apply to historical messages.
- Some file previews or downloads display a safety warning. Read it before choosing whether to continue.
Depends on and works with
+1 more · this feature uses
- Current Chat workspace and panelsRelated
The conversation workspace restores the reading position when you switch conversations.
View all connections as a list
This feature uses
- Conversation history and searchEnhances
Conversation history adds earlier conversations and messages to the transcript view.
- Messages and rich contentRequires
The transcript displays conversation messages and their supported content.
- Message delivery and read receiptsEnhances
Supported delivery and read indicators appear alongside messages.
- Internal commentsEnhances
Internal comments appear separately from visitor-facing replies.
- Attachments in conversationsEnhances
Attachments can be previewed or downloaded subject to the available safety controls.
- Transcripts by email and printEnhances
Transcript email and print actions provide separate ways to take a copy where permitted.
- Email replies and support conversationsEnhances
Email messages offer original-message and source inspection.
- Customer identity and conversation visibility permissionsConfigured by
Personal-data access determines what transcript information is visible.
- Current Chat workspace and panelsRelated
The conversation workspace restores the reading position when you switch conversations.
Used by
- Current Chat workspace and panelsEnhances
Transcript reading preserves conversation-specific reading positions during switching.
- Academy coaching and message feedbackRequires
Comments attach to messages and appear with conversation context.
- Business Feed message highlightsRequires
A highlight refers to a visitor message excerpt in a conversation or its history.
- Conversation history and searchRelated
The transcript-reading guide explains how to inspect messages after opening a history result.
FAQ and troubleshooting
Why does the transcript reopen halfway through?
It has restored your previous reading position for that conversation. Use the new-message indicator or scroll down to return to the latest content.
Why are there fewer event entries than before?
You may have hidden system messages. Select Show system messages to display them again.
Why is an email cut short?
Select Show full message if it appears. Use View Original to inspect the original email rather than its transcript preview.
Why does the reading position move slightly after opening?
Images and other message content can change height as they load. The console adjusts the restored position as the layout settles.
Does hiding a message remove it from the transcript record?
Hiding system messages changes the display only. Removing retained conversation data is a separate feature with separate permissions.