It would be very helpful if a chat appeared in history immediately after an agent ends it, rather than only after the user closes the chat window. In some cases, it can take 15–20 minutes (or more) for the user to close the chat, which delays access to the conversation history. This delay has occasionally resulted in our agents being unable to capture important details needed to follow up or assist the user effectively. Since there’s currently no way to retrieve the chat until the user ends it, it negatively impacts our turnaround time and overall support experience. We’d appreciate any consideration for improving this functionality.
Hi,
Thank you for your valuable feedback and for highlighting the impact this delay has on your support operations.
At this time, chat history becomes available only once the client or customer closes the chat window. We understand how this delay can affect timely follow-up and resolution, especially when critical information is needed by your agents. While this behavior is by design to ensure a complete and accurate record of the interaction, we recognize the challenges it may pose.
Additionally, in periods of high traffic or server load, there may be further delays in processing and displaying chat history. We’re continuously working to optimize performance and minimize these interruptions, and your feedback is instrumental in helping us identify and prioritize areas for improvement.
We appreciate your patience and will certainly take your suggestion into account as we evaluate future enhancements to improve agent efficiency and user experience.