Persistent messaging for chat


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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Jan 8, 2021 - -

Business value

Live chat is a popular channel of choice for customers to reach support. The challenge with live chat is that when chat conversations are closed, the history of the chat is accessible through transcripts but not easily visible in the chat conversation history as it is with asynchronous messaging channels like WhatsApp. For chat, if an agent has to read transcripts before responding to a customer who is re-engaging in chat, it can delay the agent response time and degrade the customer's experience. This feature allows admins to enable persistence in chat so that the customer's previous conversation displays in the new chat session to provide context for the ensuing conversation.

Feature details

Admins can configure persistent messaging on chat, which ensures that a customer's previous conversation shows in the conversation window so the agent has the full context of the customer's previous engagement before responding.

See also

Configure persistent chat (docs)