Business admins can now view and download chat logs and recordings in the FW business portal
The Business Portal now includes a Conversation History section where business admins can access and manage past chats, call recordings, and more. Here’s how to navigate and use it:-
Navigate to the One-to-One Workspace in the Business Portal.
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Click on Conversation History at the top. You’ll see a list of all past conversations on the left-hand side. Selecting any conversation opens a detailed view of the interaction between the visitor and the agent.
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The conversation details appear in the center. On the right hand panel you can view Visitor information. Agent notes – click + Add Note to include new insights or follow-ups.
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From the History section, you can Download the full chat log, view any available call recordings, access the visitor's browsing history.
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The visitor ID of the visitor in the conversation is displayed at the top of the conversation.
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The profile picture of the agent that participated in the conversation is at the top right.
Clicking the profile picture reveals a dropdown with: Agent username and ID. These fields can be copied for easy reference.
- Search by Agent: Click to open a dropdown of available agents. Select an agent to view only conversations involving them.
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You can also filter by the timezone and the date range.
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Search by Conversation ID to quickly locate specific chats.
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Exporting Conversations
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Click Export to download all conversation details.
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Click on documents or file icons to download individual logs or attachments.
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