Conversation History

Overview

The Conversation History panel in CX Genie allows agents to manage and track all customer conversations across multiple channels (Messenger, Instagram, Zalo, WhatsApp, Website, Telegram, LINE, etc.). It provides powerful filters, sorting options, and views so agents can focus on the right conversations at the right time.

Views

You can switch between different views on the left sidebar:

• All → Shows all conversations regardless of status or assignment.

• In queue → Displays conversations waiting to be assigned or handled.

• Your inbox → Lists only the conversations assigned to you.

• Mentions → Conversations where you (the agent) have been specifically mentioned.

• Community → Group → Group chats, if enabled.

• Tickets (Add-on) → This section belongs to the Ticketing add-on, where unresolved cases can be escalated and tracked separately.

Filters & Sorting

At the top of the conversation list, you’ll find three key controls:

1. Channel Selector

Dropdown filter to select which channel(s) you want to view:

• All channels

• Messenger, Instagram, Zalo, WhatsApp, Website, Telegram, LINE

2. Search by Name or Email

Quickly find a conversation by typing the customer’s name or email address.

3. Sorting Options

You can sort conversations by:

• Latest

• Oldest

• High Priority

• Started last

• Started first

• Waiting longest

4. Advanced Filters

Click Filters to refine conversations further:

• Channel (Messenger, Website, etc.)

• Conversation status (Open / Closed)

• Categories (Custom labels)

• Mentions

• Conversation start date

• Bots (by bot name)

• Reply status (Unread only / Read only / Replied only)

• Tags (custom tags attached to conversations)

Conversation List

In the middle panel, conversations are displayed with:

• Customer Name / Anonymous ID

• Preview of the latest message

• Channel icon (Messenger, Website, etc.)

• Conversation status indicator

Conversation Details

When you click on a conversation, the right panel shows the full chat history, including:

• Messages from the customer and bot

• Agent replies

• Timestamps for each message

• Conversation controls (auto-reply toggle, open/close status, conversation info)

Example Use Case

• Support team: Filter by Unread only + Website to ensure no live chat inquiries are missed.

• Sales team: Use Tags + High Priority to focus on hot leads first.

• Managers: View All → Waiting longest to identify conversations that need escalation.