The history of the conversations

In the discussions and calls log, you can view the history of all past exchanges on your site for different communication channels.

The Conversations report evolves and allows you to retrieve information about your past conversations more efficiently.
Please note: this old conversation report is no longer maintained.

1/ The Discussions and calls log

To get there from the iAdvize administration, click on "Reports" and choose the "Conversations" report. 

There you will find a complete list of exchanges with your visitors through the various communication channels available (chat, call, video):

1.1/ The search

For each column, a field allows you to search for discussions by username, date, client name and agent name. Another search box at the far right, carries out a more global search within the content of all the discussions.

The Type column shows the type of contact (chat/call/video) using one of these three icons :

1.2/ Export discussions

This button allows you to export discussions in two formats :

  • XML, with the content of the discussions
  • CSV, which only includes a summary of the data associated with the discussions (identifier, date, duration of the exchange, satisfaction, etc.)

1.3/ Details and deletion of a discussion
Click on the "bin" icon  to permanently delete a discussion.
 To access the full details of a discussion click the "pen" icon .

2/ Details of a discussion

The details of the discussion are shown in the grey box, other information is also available:

  • (1) Elements relative to the discussion : Notes, Satisfaction, Problems, Customer Information
  • (2) Information concerning the discussion : duration, identifier of the conversation and identifier of the client, satisfaction, number of contacts made ​​with the client.
  • (3) Management of the type of discussion : Here you can add the types of discussions (tags) in order to categorise the conversation (e.g. Order tracking).  It is possible to add multiple types for a single discussion.

Note: In the case of a call, instead of the detail of the discussion you will find the recording of the conversation :

We also recommend reading: Modifying privacy settings.