Viewing past chat conversations in the integrated Web Widget

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5 Comments

  • Deidre Jones

    Is there a way to turn the chat history off?

    We are launching chat and see the history from our user test account. It looks really confusing. Can we have the option to turn off the History?

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  • Ramin Shokrizadeh

    Hi Deidre,

    Thanks for sharing your feedback. Currently, there are no settings to disable the pulling of chat history once the visitor has been authenticated.

    Can you elaborate on how or why it looks confusing? Would having past conversations be available to your customers be useful information/context for them?

    As for current workarounds, you could look at building a custom widget (requires development work) with the Web SDK and choose to not fetch the past chats.

    You can learn more about the Web SDK here: https://api.zopim.com/web-sdk/

    Information on how to authenticate visitors with the Web SDK: https://api.zopim.com/web-sdk/#visitor-authentication

    If you do want to later fetch history with the Web SDK, this is the API that you would need to use: https://api.zopim.com/web-sdk/#zchat-fetchchathistory-callback

    -Ramin

     

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  • Deidre Jones

    Hi Ramin, 

    Thanks for the feedback. So while we are piloting chat with a test account, when we open the chat window there's already text there as if it's been a continuous conversation (kind of has).It doesn't look bad but it seems that there would be a link or button to display the history of the chat if the end user desires to see it. 

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  • Ramin Shokrizadeh

    Hi Deidre,

    If you have pre-chat form turned on, they wont see the history until they click the link to see the past chats. They won't see the conversation history in the chat log when they click on the widget button. 

    If you are seeing something else, please email chat@zendesk.com

    -Ramin

     

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  • Deidre Jones

    Hi Ramin, 

    That makes sense. I have to discuss with the business units to see what they want. At least I can give them options now. 

     

    Thanks for the feedback. 

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