Where to Find It
Every conversation in your inbox keeps its full history — customer messages, your replies, notes, and status changes — all in one thread. Opening any conversation shows everything from the first message to the latest, so you always have the full context before replying.
What's Included
Messages
Every inbound and outbound WhatsApp message, in chronological order, with timestamps showing precisely when each message was sent.
Agent replies
The messages your own team sent, attributed to the agent who wrote them, plus any internal notes added for context.
Activity timeline
Key events like when a conversation was assigned, labeled, or resolved, giving you a complete audit trail of how it was handled.
Searching History
Use the search bar to find a specific conversation by contact name, phone number, keyword, or label. Searches cover all historical conversations, not just the open ones, so you can locate an older exchange and pick up right where it left off:
- Search by the customer's name or phone number
- Filter by label or tag to group related conversations
- Open a resolved or archived conversation to review it anytime
Using History to Improve Service
Before replying to a returning customer, glance at their history to understand past orders, issues, and preferences. A customer that deals with the same agent each time feels more personal, and having the full record means faster, more accurate answers.
Tip
Conversation history never disappears when an agent leaves, so your team stays consistent. A new agent can review the entire thread and continue support seamlessly.