Viewing, deleting and exporting your chat history
To view or make any changes to your chat history, you'll first need to make sure you're currently viewing the correct property by hovering over the hamburger icon at the top of the Dashboard.
Make your way to the Messaging section by clicking the inbox icon on the left side of the Dashboard.
You can also switch what the messaging section will display while viewing your property settings by selecting either 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 check exactly what you're seeing in the Messaging section. Below the green + New Ticket button, you'll see two checkboxes allowing you to select Chats, Tickets or a combination of both. For viewing, deleting and exporting chats, you'll need at least Chats to be selected.
If you're looking for a specific chat, your best bet is the Search function in the top right corner of the Messaging section. Clicking the small upside-down triangle at the end of the search bar will open up the advanced search option.
This will give you plenty of ways to narrow down results depending on what you're looking for. You can search by dates, who answered the chat, how long the chat was, 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 and the status set to Any as seen below.
To narrow the list, you can change the chat list selection from All to show specific Departments. You can also narrow 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 on Any in the top bar of your chat listing to switch to viewing only Open, Pending or Closed chats.
You can also sort the entire list in either ascending or descending order based on when the chat was Updated, when it was Created, or its Priority or Status by clicking the button at the top right of the chat listing.
Deleting and exporting
You'll need admin 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 top 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.
Hit the red button to permanently delete the selected messages and say goodbye forever. Click the green button to export the selected messages. You'll then be prompted to enter an email address where exported messages will be sent.