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As it has been mentioned above, all the visitor's messages (as well as the messages sent to this visitor by an operator) are saved to his personal profile. The same can be said about the visitor's chat conversations (both text or voice ones). Messages, chat transcripts and information about voice calls together constitute the visitor's communication history. This communication history can be viewed via the 'Message board' section of a Visitor's profile ('Messages' tab).
'Messages' section: looking through the visitor’s communication history
You can filter what is displayed in the Message board using the Messages, Chat and Calls buttons, the 'Only unclosed' check box and the 'Search' field.
| • | To view all the visitor's messages, click Messages. |
| • | To view the transcripts of the chats the visitor has taken part in, click Chat. |
| • | To view the records about the visitor's voice chats, click Calls. |
Please note that the buttons can be used in different combinations or all at once (for example, pressing all the three buttons will display the whole of the communication history).
| • | Selecting the 'Only unclosed' check box together with one or more of the mentioned three buttons will display only the part of the visitor's communication history that has the status of 'unclosed' (unanswered messages, unfinished chats – depending on which of the buttons are pressed). |
| • | Click Close all or Open all to respectively close or open all of the displayed messages. |
| • | Entering a word or a phrase into the 'Search' field will result in displaying only the messages/chat transcripts which contain this word or phrase. |
| • | If the chat transcript contains more than 5 lines only the beginning will be shown in the list. But you will see the Show all button at the end of the chat transcript. Clicking on this button opens the whole transcript. |
| • | The chat transcript can be rolled up by clicking on the Hide button. |
| • | To email the message click Send and select one of the options: 'Send to custom email address' or 'Manage email addresses'. |
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