Related or past conversation

Related or past conversations are the historical conversations that the visitor had with the bot. 

In i-genie, the user has the ability to access & review all the historic conversation between the bot and the visitor providing them insights about the talking points.

It is quite helpful from a support use case as while the agent talks to the visitor, they can quickly check the previous conversations the visitor had to lead the conversation accordingly.

Where do we see the related conversations? 

They are available under the ‘related conversation’ tag in the ‘live chat’ screen. The user can follow the following steps to see and access the related conversations; 
1 – Access the ‘Live Chat’ screen

2 – If the visitor is known visitor, the details about the historic conversation will be visible under ‘related conversation’ on the right side of the screen

3 – Click on the conversation to review the historic conversation

The related conversation will also display the details about who closed the conversation and when it was closed Clicking on the historic conversation, it will open up the same for review in the new window