Conversation History
Short definition
Conversation History: The stored sequence of messages and events within a customer interaction.
Meaning and 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 applications
- Business scenario:
A new agent reviews the conversation history so the customer need not repeat the issue.
What to check before implementation
Test mobile usability, response times, conversation privacy and escalation to a human when an automated workflow cannot help.