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History

The History page provides a detailed record of conversations associated with your account.

You can use History to find previous calls and messages, review conversation details, listen to recordings where available, and investigate previous interactions.

Conversation types​

History can include records for:

  • Phone calls
  • Team Chat
  • Live Chat
  • SMS
  • Fax

Conversation information​

Each record can include:

  • Type – Indicates whether the conversation was inbound or outbound.
  • Channel – Phone, Team Chat, Live Chat, SMS or Fax.
  • From / To – The originating and destination number or associated contact.
  • Date – Date and time of the conversation.
  • Duration – Length of the interaction where applicable.
  • Recording – Indicates when a call recording is available.
  • Labels – Labels assigned to the conversation.

Search conversation history​

Use the search field to find conversations by information such as a phone number or contact name.

Filter conversation history​

Use filters to narrow the conversation list by available properties such as:

  • Channel
  • Type
  • Number
  • Other available conversation attributes

Filter by date​

Use the date selector to display conversations within a particular period.

Export conversation history​

You can export conversation history to a CSV file for further analysis or record keeping. Click Manage History > Download CSV to download the file. The exported file will contain the conversation records matching your filter selection at the time of exporting.

View conversation details​

Click the menu icon (⋮) > See details on any conversation record to open the conversation detail view.

Depending on the conversation type and your account configuration, details can include:

  • General conversation information
  • Recording
  • Transcript
  • AI-generated call summary
  • Labels
  • Notes

Call Recording and AI functionality depends on the features enabled for your account and your assigned permissions.