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Finding the history of previous contacts

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

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.

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