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  3. Agents - Provide customer care across social channels

  Article updated: February 14, 2025

View a contact's conversation history

Cross-channel conversation history shows a contact’s conversations across all channels and networks. This means you don’t have to ask a contact for already provided information. Conversation history also lets you know if the contact has been working with another agent.

Audience: Advanced and Enterprise plan Inbox 2.0 agents

In Inbox 2.0, channel icons at the top of the conversation view indicate whether the history for a contact is available on multiple channels.

An X icon and a Facebook icon shown as they appear above a conversation.

Select View and then select or clear the All channels checkbox to show or hide the cross-channel conversation history view.

Selecting All channels in the View list.

Notes:
  • If you use the same browser when you sign back, we keep your last All channels setting.
  • You’ll only be able to see histories on conversations in channels you have access to.

 

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