[Music] foreign [Music] conversation history allows agents to see previous conversations on the same channel for a customer who is having an issue with her home security system she goes onto the chat and asks to speak to an agent on the left we see the agent John Jason and when the request comes through John gets a pop-up and accepts the chat from here John is now able to see relevant conversations not only that was just had but also conversations in the past and here he can scroll up and see all the interactions for the customer Sam Collins and when we get past the current conversation we'll also be able to view conversations that occurred in the past and that will be separated by a line so we can see where the past stops and the current one begins here you can see the now conversation and then we'll be able to scroll up and see previous conversations that she's had with her security system and we see the line where we can look at multiple days next to further help resolve the issue from an administrative perspective what we can do with conversation history filters is help refine what conversations are relevant and which ones show so and we can add conditions and it will look at the short description and if it contains the word security then we can go ahead and Route it directly to the group that's going to handle this in this particular case if the description contains security we're going to Route it to the product support team