2022: Q3 Chat History

• 1. Summary
• 2.0 Details
  • 2.1 How do I access to Chat History?
  • 2.2 Is it possible to view the Chat History if I never initiate a chat with a Support agent?
  • 2.3 Can I continue the conversation that has ended?
  • 2.4 Can I initiate new chat in Chat History?
  • 2.5 Am I able to view the Chat History in App?
  • 2.6 What is the full screenflow?
• 3.0 Release plan

1. Summary

Introduced the Chat History feature, which saves the chat so that users can view their previous conversations with Support agents. Previously, when a user had a chat with our live agent and ended the chat, they would no longer be able to view their previous chat to refer to their problem if they encountered the same issue again.

• The users are the Setel Customers

• Launch Chat History with sprint 1.106, 21st September 2022.

2.0 Details

Introducing the Chat History feature. Users will now be able to read on their current and previous chats with Support agents via Web Help Centre.

2.1 How do I access to Chat History?

Users can access Chat History on Web Help Centre homepage. It will be under ‘Find more help’ section below the Chat with Us button and user need to login to their account to be able to view the Chat History button.

2.2 Is it possible to view the Chat History if I never initiate a chat with a Support agent?

No, the Chat History button will only appear if the user has previously contacted a Support agent, if the user has never contacted our agents, it will not appear on the homepage.

2.3 Can I continue the conversation that has ended?

Users are unable to continue any chat that has ended in the Chat History. If users want to start a new chat, they must do so on other pages where users can initiate chats.

2.4 Can I initiate new chat in Chat History?

No. Users cannot start a new chat from the Chat History page, there is no access point for users to do so. Instead, users must return to the homepage and locate the Chat with Us button under the 'Find more help' section or under any articles page.

2.5 Am I able to view the Chat History in App?

As for now, there is no access point for Chat History in App but we do have plan for that in future but until then user may view the Chat History in Web Help Centre.

2.6 What is the full screenflow?

https://overflow.io/s/H4PCOC06/?node=cc20a61a

3.0 Release plan

This build is ready to release in 1.106, September 21, 2022 along with the new access point for Chat with Us on Web Help Centre homepage