The History tab: who held a conversation and what happened

Activity

Activity lists every event line of the conversation, also the ones only your team sees, worded as in the timeline. Each entry shows when it happened and who did it. A small lock marks the lines the customer never sees. Some examples:

• assignments, transfers and takeovers,
• status changes, such as Resolved by Ann, Marked as open by the customer's reply or Snooze ended, the conversation is open again,
• changes of priority, category and team, such as "Ann changed the priority from Low to High" or "Ann moved the conversation to team Billing",
• tickets made from the chat, such as "Ann created Ticket #12" or "Ann filed Ticket #12",
• on a ticket, replies sent to the customer, such as "Ann replied to the customer".

Here they stand on their own, without the messages in between, so you do not have to scroll through the whole timeline.

Assignments

Assignments has one entry for each stretch of time a teammate held the conversation. Each entry shows:

• the teammate's name and how long they held it. A stretch that still lasts keeps counting, and its end reads Still assigned.
• the start: from when, how it began and who did it, for example Transferred by Ben. When Deskwoot could only estimate the start, it reads From about.
• the end: until when, how it ended and who did it, for example Taken over by Ann.

How a stretch began can read, among others, Assigned, Taken, Taken with a reply, Taken over, Transferred, Handed back, Assigned automatically, Assigned from the queue, Handed over by the bot, Passed on while away, Automation rule, Macro, Bulk action or Ticket created. How it ended has its own words, for example Unassigned or reassigned, Taken by another agent or Reassigned automatically.

A conversation nobody ever held says Nobody has been assigned yet.

Longer histories and new events

• Both lists load a page at a time. Load more under a list brings older entries.
• The tab reads the history when you open it. When something happens while it is open, a bar at the top says New activity, and Show loads it.
• After a merge, lines and stretches from the merged conversation move along and say where they came from, for example Merged in from #93.

The new lines in the timeline

Some of these events also got their own lines in the timeline. A change of priority, category or team writes a line such as "Ann set the category to Billing" or "Ann took the conversation out of team Billing". A change made by an automation rule names the rule. When a snooze runs out, the line Snooze ended, the conversation is open again appears. When the customer answers a pending conversation, the line Marked as open by the customer's reply appears. All of these are yellow lines with a lock: only your team sees them.

Who sees the History tab

Everyone who can open the conversation or ticket sees its History tab, with the same access rules and plan limits as the conversation. The customer never sees it. The History tab is in the dashboard in your browser; the iPhone and Android app does not have it.

Frequently asked questions

Why does an assignment say From about?

Deskwoot could not tell the exact moment that stretch began, so it shows the earliest moment it has a record of.

Does the customer see the History tab?

No. It is only in your dashboard. The customer only sees the few event lines a live chat shows them, such as an agent joining.

Does a ticket have its own history?

Yes. Open the ticket and click History. A ticket that was created for a teammate starts with Ticket created. The chat it came from keeps its own history.

How do I see who had the conversation before me?

Open History and look at Assignments. The entry below yours is the person before you, with how long they had it and how it reached you.

Why are older entries missing at first?

Each list loads a page at a time. Click Load more under the list to see older entries.

Can I change or delete history entries?

No. The History tab only shows what happened. To change who has the conversation now, use Assigned to in the Details tab or Transfer in the header, see Assigning conversations.