Historical Conversation in Live Chat

It is part of the Live Chat screen that displays the historical conversation between the visitors and the bot or the agent

What are the elements of Historical Conversation in Live Chat?

Following are the elements of historical conversation in Live Chat;
  • Owner: Displays the current owner of the conversation. By default it is the bot, however if there is no owner assigned, then 'Unassigned' is displayed
  • Visitor ID: It reflects the unique ID assigned to the visitor by WotNot. The same is replaced by the name of the visitor if the same is provided during the conversation
  • Copy Chat Transcript: Allows you to copy the entire conversation to the clipboard which can be further pasted in Email or any other tool as per preference
  • Close Conversation: There is a button 'Mark Done' that allows you to close or address the conversation & move it to the close category
  • Transfer Conversation: You do have the ability to transfer the conversation from one agent or bot to another depending upon their availability or requirement. To transfer the conversation, you can click on the bot & select the agent or teammate to whom it needs to be transferred
  • Show or Hide Contact Panel: You have the ability to minimise or maximise the control panel on click of a button providing extra space and visibility
  • Body: The body displays the messages that have been exchanged between the visitor and the bot or the agent, similar to what is shown in the chat interface. This area of the screen allows you to respond back to the visitor's query or question either by joining the conversation or initiating the manual human handover. The agent can respond back to the visitors via text or media file. Media only supports images. If any other file formats are uploaded, WotNot will send the public URL of that file. Once you join the conversation, you have the ability to interact with the visitor and share the information as per the visitors requirements. You can also reply quickly to visitor by using the saved replies