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Chat history explained

Alicja Pawliczak
2 min read
updated: Jun 1, 2023

Chat history makes things easier for your customers, as they can pick up a chat where they last left off or reread a conversation anytime they need. All they have to do is scroll up in the chat widget.

LiveChat chat history in the chat widget

Should I turn on chat history for my customers?Link icon

Customers often need to go back to a conversation to check the information you provided. When the chat history is off, they need to start a new chat just to ask again about something you already answered.

With the chat history on, your customers can take a look at their previous conversations anytime they want. It saves time and effort on both sides.

You might consider turning off the chat history if you send or receive sensitive information via chat. Computers are often shared between family and friends, and with chat history on, other people can potentially read these private chats.

How to turn on/off chat historyLink icon

Chat history can be turned off only if your availability is set to “only when agents are online”.

To turn on/off the chat history for customers follow these steps:

1

Go to Settings > Chat widget > Availability.

2

Uncheck Customers can see the chat history to hide chat history.

3

Select Save changes.

LiveChat chat history settings

What happens when all agents are offlineLink icon

When all agents are offline, the chat history is visible, but the visitor can’t start a chat. If you have the ticket form on, your customers are able to leave you a message. If you don’t use the ticket form, set up your offline info to let your customer know when you’ll be back.

Set offline infoLink icon

You can only change your offline info when your availability is set to Always.

To change your offline info, follow these steps:

1

Go to Settings > Chat widget > Language.

2

Select When your team is away.

3

Enter your message in the Offline info field.

For example, “We’re available Monday-Friday, 8am-4pm.”
You can use Markdown to format the text.

4

Select Save changes.

LiveChat change offline info

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