How it works
Conversation history supports continuity, but retention, access and deletion rules are needed for personal data. Web chat and related widgets shorten the path from a question to support or a callback. Service quality depends on agent availability and preserved conversation context.
Business example
A new agent reviews the conversation history so the customer need not repeat the issue.
What to consider
Test mobile usability, response times, conversation privacy and escalation to a human when an automated workflow cannot help.