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.

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

To show or hide channels, select Show in conversation view , and then select or clear the All channels check box.