In this article, we’ll walk you through how to access and use chat history and archived chats in Tidio. By understanding these functions, you can review previous conversations, track your team’s activity, and gain valuable insights from past conversations.
Finding chat history
To access your chat history in your Tidio dashboard, go to the Solutions tab located in your mailbox. When you enter this tab, you will be able to see all of your archived conversations.
Note: If the same user returns with a new message, the conversation will reappear in the Unassigned folder as usual, where your operators can pick it up and respond – and it will go back to Discarded after they are done with it again.
Chat history overview
Within your chat history (in the Solutions folder), you’ll find a detailed record of your team’s interactions. You can review conversations, analyze customer questions, and gain insights to improve your support strategies. Additionally, messages sent while you’re offline and emails sent to your chat village can also be accessed in the chat history section, ensuring that no customer communication is overlooked.
Search for specific chats
If you’re looking for a specific chat or customer within your chat history, Tidio provides a convenient search bar. Simply click the magnifying glass icon and type the relevant email or keyword in the Search Inbox field:
This feature allows you to quickly locate specific chats, gather important information, and efficiently handle customer questions based on previous interactions. The results will be displayed in chronological order .
Please note: Results will be displayed separately for live calls and tickets , each in its own tab.
You can search by keywords :
…by email :
… by name :
…or by phone number :
You can also go to Customers and open the All Contacts section, where you will find all your saved leads in Tidio. When you find a contact you are looking for (you can also use filters and sorting options!), you can click on their name/email and open the associated chat history.
