Conversations → History is every conversation you've had, across every channel.
How do I find a conversation?
Combine the filters at the top:
- Search message text — full-text across the messages themselves.
- Status — All, Closed, Active, AI handled, Queued, Missed.
- Channel — Web, Messenger, Instagram, WhatsApp, SMS.
- Date range — From / To.
- Only conversations with no messages — for cleaning up noise.
Missed is the filter to run on a slow Monday. Those are the people who wanted you and didn't get you.
Can I get an AI summary of a long chat?
Yes, on paid plans. Open the conversation and click ✨ Summarize for a one-paragraph summary. Useful before a callback, and before handing a case to a colleague.
How do I export?
Export CSV exports the conversations matching your current filters. There's also Export Chat History (CSV) on the Settings page for a full export.
How long is history kept?
For your Chat History Retention (days) window, set under Settings → AI & Engagement → Chat Behaviour. After that, conversations are deleted automatically. Pick a number you can defend: long enough to be useful, short enough to be responsible. It's the same number quoted in your DPA.
A customer asked me to export or delete their data. What do I do?
Both are one click, from the transcript view of any of their conversations:
- ⬇ Export visitor data — downloads everything held for that visitor as JSON (an access / portability request).
- 🗑 Delete visitor data — erases every conversation of theirs, not just the one you're looking at, plus all messages, uploaded files, AI memory, and their visitor record.
Deletion can't be undone, and it's deliberately broad, because a half-honoured deletion request is worse than none. See Privacy and compliance for the wider picture.
How do I delete conversations in bulk?
Select them in the list and click Delete. This permanently removes the selected conversations and their full message history. To wipe everything, see Resetting and deleting your data.