Previous chat history for visitors
Display current messages and permitted earlier chats with participant identity, timestamps, links and media.
What it is
Show Previous Chats within controls how much conversation history a visitor can see. The pane displays current messages and can include earlier chats from the current session. Theme options determine how names, times and message bubbles appear.
Who uses it and why
Visitors read replies, scroll back to earlier answers and open supported links or media. Operators use the conversation record and read status to follow the exchange. A person with the Settings role chooses the permitted history scope and message presentation.
Where to find it
Visitors read messages in the chat pane and scroll back through the available history. New-message controls help them return to recent replies.
With the Settings role, configure history scope in Settings › Chat › General Settings, and Show Timestamps and Show Operator Name in Settings › Chat › Themes. Powerfront can change Restrict print conversation for you.
How it works
Messages use visual cues for visitors, advisors, bots and system notices. The pane can group consecutive messages from the same sender, while cards, avatar views and other special messages can use different layouts. Names and timestamps follow the active theme.
Supported message content includes text, links, images, attachments and rich content. Older message formats can also have a readable presentation. The exact controls depend on the content and pane in use.
With Current Conversation, the history scope stays with the current conversation. With Current Session, the pane can load earlier session chats above the current messages. This is not an unrestricted view of all the visitor's past conversations.
Earlier-history loading can wait while a pre-chat form is visible if that form expires at conversation or session end. Restrict print conversation also blocks the ordinary earlier-session loading path, despite its name referring to printing.
In the browser pane, eligible advisor messages in the current chat can be marked read when the pane is open and focused. The pane does not mark them read through this path while a video feed or video popup is displayed. Read status is not proof that the visitor inspected each message individually.
Configure it
Ask the person with the Settings role to choose Current Conversation or Current Session under Show Previous Chats within. Review Show Previous Chats when no operator is online alongside the offline experience.
In the active theme, set Show Timestamps and Show Operator Name. Older panes also use Show Consecutive Chat Messages Separately in General Settings.
Ask Powerfront to review Restrict print conversation if the intended history remains unavailable or transcript scope needs tightening. Test the result through the visitor entry, including any pre-chat form and offline state.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Show Previous Chats within | Settings › Chat › General Settings | website | Current Conversation | Settings role | Choose current-conversation history or permit earlier chats from the current session. |
| Show Previous Chats when no operator is online | Settings › Chat › General Settings | website | Off | Settings role | Keep permitted earlier chats visible in the offline experience rather than replacing that view with the offline form or message. |
| Restrict print conversation | Settings › Chat › General Settings | website | Off | Settings role | Restrict transcript scope and suppress ordinary loading of earlier session chats in the visitor pane. |
| Show Timestamps | Settings › Chat › Themes | website | On | Settings role | Show message times in the selected theme. |
| Show Operator Name | Settings › Chat › Themes | website | On | Settings role | Show the advisor name in the selected theme's message presentation. |
| Show Consecutive Chat Messages Separately | Settings › Chat › General Settings | website | Off | Settings role | Keep consecutive messages separate in the older pane's presentation. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure client-managed history scope and theme message display. |
Limits and good to know
- Earlier session chats must be available and permitted; changing a display setting does not restore deleted history.
- Current-session history is narrower than all conversations associated with a visitor.
- Pre-chat and offline settings can change when history appears.
- Rich content and older panes can display the same message differently.
- Read status describes the pane's qualifying state, rather than individual attention or understanding.
Depends on and works with
+6 more · this feature uses
- File attachments for visitorsEnhances
Attachments and image previews form part of the message display.
- Email and print transcripts for visitorsRelated
The same visitor-history restrictions also limit email and print transcript exports.
- Chat avatars and visitor reactionsEnhances
Avatar presentation changes bubble layout and message grouping.
- Streaming AI replies for visitorsEnhances
Streaming replies are reconciled with their saved final messages.
- Visitor chat languages and text directionConfigured by
Language and text direction affect labels, dates and layout.
- Legacy chat pane settingsConfigured by
Legacy pane settings control the grouping of consecutive messages.
View all connections as a list
This feature uses
- Messages and rich contentRequires
Message delivery supplies current conversation content.
- Message delivery and read receiptsEnhances
The visitor pane updates read state when its focus and open-state conditions are met.
- Conversation history and searchRelated
Operator History provides a separate search and review view of retained conversations.
- Visitor chat paneRequires
The visitor chat pane displays current messages and permitted earlier chats.
- Visitor chat themes and brandingConfigured by
Themes control timestamps, advisor names and message presentation.
- Pre-chat survey for visitorsConfigured by
A visible pre-chat form with conversation-end or session-end expiry can defer earlier-history loading.
- Visitor chat notificationsEnhances
Unread and new-message controls help visitors return to recent messages.
- Rich content in visitor chatEnhances
Supported rich messages appear within the conversation.
- File attachments for visitorsEnhances
Attachments and image previews form part of the message display.
- Email and print transcripts for visitorsRelated
The same visitor-history restrictions also limit email and print transcript exports.
- Chat avatars and visitor reactionsEnhances
Avatar presentation changes bubble layout and message grouping.
- Streaming AI replies for visitorsEnhances
Streaming replies are reconciled with their saved final messages.
- Visitor chat languages and text directionConfigured by
Language and text direction affect labels, dates and layout.
- Legacy chat pane settingsConfigured by
Legacy pane settings control the grouping of consecutive messages.
Used by
- Email and print transcripts for visitorsConfigured by
Conversation history settings affect which chats are included.
- Streaming AI replies for visitorsRequires
The conversation display reconciles the temporary reply with the saved final message.
- Legacy chat pane settingsEnhances
Older panes can display earlier permitted conversation messages.
FAQ and troubleshooting
Why can the visitor see only the current conversation?
Check Show Previous Chats within. Current Session permits earlier session chats, subject to available history and other restrictions.
Why is history missing before the visitor completes pre-chat?
A visible pre-chat form configured to expire at conversation or session end can defer earlier-history loading. Complete the required intake and check again.
Why does an offline form appear instead of earlier chats?
Check Show Previous Chats when no operator is online and whether earlier history is available and permitted.
Why are advisor names or times hidden?
Check Show Operator Name and Show Timestamps in the active theme. Avatar and older-pane presentations can use different layouts.
Why does a focused video view not mark chat replies read?
The browser chat read-update path excludes the video feed and video-popup views. Return to the open, focused chat pane.
Why did Powerfront's print restriction also affect visible history?
Restrict print conversation also suppresses ordinary loading of earlier session chats. Ask Powerfront to review the restriction if that is not your intended experience.