Chats

All your chat conversations are stored in our database. You can check all the history or search for a particular chat history on your CloudCX account control panel.

Go to your system CloudCX installation domain, and log in with the admin account.
From the left navigation menu, go to Omni Widget > History > Chats.

In the Chats page, you will see a list of chats, and you can do the following:

Click to select the time range you want to view the chats.
Click to select the assigned chat queue, assigned agent you want to view the chats, or you can input a visitor name to search the visitor’s chats.
Select a chat and click Details icon to view the detailed chat transcript.
Select a chat and click Delete icon to delete the chat.

Select a chat and click Details icon to enter the chat details page. In the chat details page, you can do the following:

View all the details of the chat transcript.
Click Send Transcript button to send the chat transcript to the email.
Click Attach to an Existing Ticket button to attach the chat transcript to a ticket.
Click New Ticket button to create a new ticket for the chat transcript.

Click Send Transcript button to enter the drawer, you can do the following:

(Optional) Edit the subject.
Input the receiver email address.
Check the box to select the visitor’s details to attach to the email.
Click Send.

Click Attach to an Existing Ticket button to open the pop-up window, you can do the following:

Input the existing ticket number you want to attach.
Click Attach To button.

The chat attached to the ticket successfully.

Click New Ticket button to enter the drawer, you can do the following:

(Optional) Edit the subject.
Select the assigned chat queue, agent.
Select the priority for the ticket.
(Optional) Add a tag for the ticket.
Click Save.

The new ticket created successfully with the chat.