Viewing, deleting and exporting your chat history
To view or make any changes to your chat history, you'll first need to make your way to the Messaging panel by clicking the inbox icon on the left side of the Dashboard.
If you have multiple properties, check to make sure you’re currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.
In the property selection menu, you can choose what the messaging panel will display by selecting Inbox, Contacts, Spam or Trash from the list under the active property. For now, we'll stick to Inbox as this is where you're able to view, delete and export your chat history.
Before you go any further, it's important to choose which messages you want to see. Below the green + New Ticket button, two checkboxes allow you to select Chats, Tickets or both. To view, delete or export chats, make sure Chats is selected.
If you're looking for a specific chat, your best bet is to use the Search function in the upper-right corner of the Messaging panel. Click the small upside-down triangle at the end of the search bar to open the advanced search option.
This gives you plenty of ways to narrow down results depending on what you're looking for. You can search by dates, who answered the chat, chat length, the status and even any tags used to identify the chat. If you're still not having much luck finding the chats you're after, try combining multiple advanced search options to narrow the list down even further.
If you're more interested in browsing through a list of all of the most recent chats make sure you've got the chat list set to All in the upper-left and the status set to Any in the upper-right of the Messaging panel.
To narrow the list, you can change the selection from All to show specific Departments. You can also filter the list based on whether a chat is Assigned or Unassigned and show chats only from a particular Agent. If you want to see chats you've answered yourself, click Mine just to the right.
To sort the list by the status of your chats, click Any in the top bar of your chat listing. Then, select Any, Pending or Closed chats in the drop-down menu or select Open in the upper bar.
You can also sort the entire list in either ascending or descending order based on when the chat was Updated, when it was Created, its Priority or its Status by clicking the button to the upper-right of the chat listing.
Deleting and exporting
You'll need administrative access to the property to be able to either delete or export messages.
To delete a single chat, select the empty checkbox in the far right column of the list. Filling this checkbox will prompt a window dedicated to Deleting and Exporting messages. To delete or export multiple messages, click the empty checkbox in the upper-right corner above the list. This will select all the messages in the current window and allow you to bulk delete or export.
If you want to delete or export a message fitting a specific description, try using the advanced search option to include only certain messages. Then tick the checkbox next to each message you wish to delete or export.
Hit the red Delete messages button to permanently delete the selected messages and say goodbye forever. Click the green Export messages button to export the selected messages. You'll then be prompted to enter an email address for receiving the exported messages.