Chat history explained

Alicja Pawliczak
2 min read
updated: Sep 17, 2019

The chat history makes things easier for your customers, as they can pick up a chat where they last left off or reread a conversation anytime they need. All they have to do is scroll up in the chat widget.

LiveChat chat history in the chat widget

Should I turn on chat history for my customers?

Customers often need to go back to a conversation to check the information you provided. When the chat history is off, they need to start a new chat just to ask again about something you already answered.

With the chat history on, your customers can take a look at their previous conversations anytime they want. It saves time and effort on both sides.

You might consider turning off the chat history if you send or receive sensitive information via chat. Computers are often shared between family and friends, and with chat history on, other people can potentially read these private chats.

How to turn on/off chat history

To turn on/off the chat history for customers follow these steps:

1

Go to Settings > Chat settings > Chat history.

2

Check Show previous chats to turn on the chat history.

Check Hide previous chats to turn off the chat history.

3

Click on Save changes.

LiveChat chat history settings

What happens when all agents are offline

When all agents are offline, the chat history is visible, but the visitor can’t start a chat. If you have the ticket form on, your customers are able to leave you a message. If you don’t use the ticket form, set up your offline info to let your customer know when you’ll be back.

Set offline info

You can only change your offline info if the ticket form is off.
You can only change your offline info if the ticket form is off.

To change your online info, follow these steps:

1

Go to Settings > Chat window > Language.

2

Enter your message in the Offline info field.

For example, “We’re available Monday-Friday, 8am-4pm.”

3

Click on Save changes.

LiveChat change offline info

Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.

RELATED ARTICLES

Chat widget visibility

Learn what chat widget visibility options there are and how to set them. Hide the minimized chat icon permanently or until the chat window gets activated.

Read the article

Customize your chat widget

See how easy it is to customize your chat widget with LiveChat, maintaining the awareness of your brand among your website visitors!

Read the article

Start using LiveChat now!

Free 14-day trial Team plan features No credit card required

Still not convinced? Discover all LiveChat features