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It’s Monday morning and you want to know what your customers asked your agent all last week — which questions came up most, where the answers were spot-on, and where the agent fumbled. History is where you read those conversations back, see exactly which knowledge sources each answer was built from, and fix the answers that weren’t quite right. Open Agent → History from the agent sidebar. The page title is History, with the subtitle “Review past conversations between your users and your agent.”

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Prerequisites

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How History is organized

History is grouped by the person who chatted (the visitor or client), then by each conversation that person had. A signed-in visitor shows by name; an unidentified visitor shows as Anonymous User.
1

Open History

In the agent sidebar, open Agent → History.
History screen with the users list, conversation list, and full conversation transcript
2

Pick a user

The left list shows everyone who has chatted with this agent. Use Search Users to find someone by name. Before you select anyone, the panel reads “Select a user — Choose a user from the list to view their conversations.” If no one has chatted yet, you’ll see No users yet.
3

Open a conversation

Selecting a user shows their list of conversations (titled “Name’s Chats”). Click any conversation to read it. A conversation without a set title shows as Untitled Conversation.
4

Read the transcript

The conversation detail pane shows the full back-and-forth — the visitor’s questions and your agent’s answers, in order. Use Refresh to pull in new messages from conversations still in progress.

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Source citations on answers

Every answer your agent gives is grounded in your knowledge base — it retrieves the most relevant content from your sources and writes the answer from that, rather than guessing. History lets you see exactly which sources backed each answer. On an answer in the transcript, open Source to see the list of knowledge sources the agent drew from for that specific reply. Each entry shows the source’s ID, Name, Type, whether it’s Archived, and when it was Created. If an answer wasn’t built from any stored source, you’ll see No sources available.
Source citations are your fastest way to audit answer quality. If an answer is wrong, the citations tell you why: either the agent pulled from the wrong source, or the right source isn’t in your knowledge base yet. See how grounding works for the bigger picture.
The Source modal showing the knowledge sources that grounded an answer, with ID, Name, Type, Archived, and Created columns
When your agent uses a tool or skill to answer, the transcript also shows a Tools used block under the message, including how many credits that step cost.

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Correct an answer that missed

When you find an answer that wasn’t right, you don’t have to leave History to fix it. Open Revise Answer on the agent’s message to record what the answer should have been.
1

Open Revise Answer

On the agent message you want to correct, open Revise Answer. The dialog shows the original User message and the Bot Response for context.
2

Write the expected response

In Expected Response, type the answer the agent should have given (at least 10 characters). Save to record it — you’ll see “Answer revised successfully.”
Pair this with your knowledge base: if the agent missed because a source was missing or thin, add or improve that source in Knowledge Base. Revising the answer captures the correct response; improving the source helps the agent get it right next time on its own.

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Share a conversation

To hand a conversation to a teammate, open it and use Copy link to this conversation. The link is copied to your clipboard (“Link copied to clipboard”) so you can paste it into a chat or ticket. Teammates need access to the agent to open it.

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Delete a conversation or client

You can remove individual conversations, or remove a client and everything they sent.
  • Delete a conversation — use Delete conversation on the conversation you want to remove.
  • Delete a client — use Delete client on a person in the users list. This opens Delete Client: “This action will permanently delete this client and all their conversation history.”
Deleting is permanent. Deleting a client removes all of that person’s conversation history, not just one chat. There’s no undo.

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Options reference

ActionWhereWhat it does
Search UsersLeft users listFilter the list of people who have chatted
RefreshUsers / conversation listReload to pull in new conversations and messages
SourceOn an agent messageShow the knowledge sources that grounded that answer (ID, Name, Type, Archived, Created)
Tools usedUnder an agent messageShows any tools/skills the agent ran for that answer, with credit cost
Revise AnswerOn an agent messageRecord the expected response for an answer that missed
Copy link to this conversationConversation detailCopy a shareable link to the open conversation
Delete conversationOn a conversationPermanently delete a single conversation
Delete clientOn a userPermanently delete a person and all their conversation history

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Tips

  • Skim Source on a sample of answers each week — it’s the quickest way to spot knowledge gaps before customers complain.
  • Use the questions you see here as a backlog: turn the most common ones into suggested questions or new Q&A sources so the next visitor gets an instant, accurate answer.
  • Reading real transcripts is the best input for refining your Instructions — you’ll notice tone and formatting issues a test chat never surfaces.

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Troubleshooting

History only fills in once people actually chat with your agent. Confirm your agent is live and reachable (check Visibility and your embed), then send yourself a test message from the Sandbox and use Refresh.
The conversation or client may have been deleted, or the link you followed is no longer valid. Use Back to chat history and reopen it from the current list.
That answer wasn’t built from a stored knowledge source — for example a greeting, a general reply, or a question your knowledge base doesn’t cover yet. If it should have been grounded, add the missing material in Knowledge Base.
That’s expected for visitors who chatted without signing in. Identified visitors — such as those who log in to a restricted agent — show by name.

Knowledge Base

Add and improve the sources your answers are grounded in.

Instructions

Refine your agent’s behavior based on what you read in transcripts.

Sandbox

Reproduce and test fixes before they reach visitors.

Message customization

Turn common questions into suggested questions.