Completed Chats

The Completed Chats screen allows you to view and review previous customer support conversations that have been closed.

What This Page Shows

This page includes:

• A searchable list of completed chat cases
• Each case includes:
  • User name
  • Case ID
  • Time since it occurred
• A chat transcript panel showing full conversation history
• A Download Chats button to export the currently loaded results

Loading Behavior

To optimize performance:

• The screen initially loads 20 chats
• As you scroll to the bottom, 20 more chats load automatically
• This continues until all available chats are loaded

Only the loaded chats are included in the download.
If you want to export all chats, scroll to the bottom until all are visible.

Example Use Case

Scenario:
You want to check how an agent handled a pricing question from a customer.

Steps:

1. Open the Completed Chats screen.
2. Use the search bar to find the user or a keyword like pricing.
3. Click the case to view the full transcript.
4. Confirm the agent’s response was accurate and timely.

Downloading Chat History

To export chats:

• Click the Download Chats button
• A file containing only the chats currently loaded on the screen will be downloaded
• Make sure to scroll and load all chats you want included

Example: If only 40 out of 100 chats are loaded, only those 40 will be in the export.

Best Practices

• Use the search bar to quickly locate a specific case or topic
• Always scroll to load more chats before downloading
• Regularly audit completed chats to improve agent performance and FAQ coverage