Customer History Tab

What is the Customer History tab?

The Customer History tab is a panel in the agent workspace that gives you full context on a returning customer the moment a conversation opens. It combines an AI-generated summary of how that customer typically communicates with a scrollable list of their past conversations, so you never have to dig through old tickets to understand who you're talking to.

What you'll see

• Customer Intelligence summary — a short AI-written note on the customer's communication style (for example, "prefers concise replies") plus a handful of bullet points covering what's been discussed across their history, their general sentiment, and their commerce relationship if you have a connected store.
• Past conversations — a list of the customer's previous resolved conversations, each showing the date, which team handled it, which agent was assigned, and the topic. Click any conversation to expand an AI summary of what happened.

Where to find it

Open any conversation in the messaging workspace and look for the History icon in the right-side panel, alongside Notes, AI Activity, and Contact Info.

Turning it on

Customer History uses the same setting as the existing Customer Intelligence feature. If you don't see the tab, ask your account admin to confirm Customer Intelligence is enabled for your account.

A note on visibility

By default, agents on a team can see each other's past conversations with a customer in this tab — that's normal team collaboration. An admin can restrict this per team so agents only see their own history with a customer; see Teams and Routing Management → Restricting historical conversation visibility for details. This restriction never affects an active, in-progress conversation — any agent who could be routed a live chat can always see it.