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How to view, filter, and export your Chat history

Effectively organize your conversation data and use custom tags to generate tailored reports from your exported chat history.

The Chat history section is more than just a log—it’s a powerful tool for analyzing your bot's performance. Follow these steps to manage and export your data:

  1. Access your history: Open the Chat history tab in left sidebar.

  2. Review the data columns: Your overview includes 9 essential columns:

    • Name: The customer’s identity (or an auto-generated tag).

    • Platform: The source of the chat (Web, Mobile, etc.).

    • Scenario: The specific flow active when the chat ended.

    • Created / Last Message: Timing for the interaction.

    • Status: Current state (e.g., Closed, Talking to bot).

    • Handled By: See if the Bot or an Agent was responsible.

    • Tags: Internal labels added by your team.

    • Rating: Customer satisfaction scores.

  3. Filter for specific insights: Click the Funnel Icon in the top right. This is where the magic happens! You can filter by date, status, or—most importantly—your Custom Tags.

  4. Prepare for reporting: Use the Custom Tags filter to narrow down specific types of conversations (e.g., "Bug Report," "Sales Lead," or "Feature Request").

  5. Customize your view: Use the Three Dots (...) menu and click Choose columns to ensure your view only shows the data you need for your report.

  6. Export to CSV: Click the Three Dots (...) menu and select Export. This will download a CSV file of your currently filtered view.

💡 Pro-Tip

By filtering your history with Custom Tags before clicking Export, you can create high-level custom reports in Excel or Google Sheets. This is the best way to track specific trends, like how many "Pricing" questions your bot handles versus your human agents!