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Conversation history

Browse a plain list of every conversation and its messages, and reply from it, without the Inbox's assignment and team tools.

Conversation history is a simple two-pane list of your organisation's conversations: the list on the left, the selected conversation's messages on the right. It's useful for reading back through what was said, and it's open to some roles that don't have the full Inbox.

Note: Every role except Billing Administrator can open Conversation history. Owners, Admins, Supervisors, Agents and Marketing Managers can also reply from it.

Open a conversation

  1. Go to Inbox › Conversation history.
  2. Click a conversation in the list. Each row shows the customer, what kind of message came last (for example "Document received"), the delivery status of your last message, and the reply window state.
  3. Read the messages. The oldest are at the top and the newest at the bottom. Click Load older messages to see earlier ones.

To see more conversations, click Load older conversations at the bottom of the list.

The header above the messages shows the reply window state, for example Replies open with the time free replies are allowed until, or Replies closed. See The 24-hour window and templates.

Reply from Conversation history

The reply box under the messages works exactly as in the Inbox: text, emoji, saved replies, attachments and templates. See Reply to a conversation.

How it differs from the Inbox

Conversation history shows messages only. It doesn't have:

  • views, filters or search;
  • taking, giving back or handing over conversations;
  • resolving and reopening;
  • conversation tags, internal notes, or the customer panel;
  • the AI copilot or sending products.

It also doesn't update live the way the Inbox does: it checks for new messages from time to time while the page is open.

For any of those, use the Inbox.

Still need help?

Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.