> For the complete documentation index, see [llms.txt](https://docs.3dolphins.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.3dolphins.ai/analytic/live-agent/conversation-history.md).

# Conversation History

The **Conversation History** feature allows you to view the conversation history of all tickets received and handled by an Agent. This feature allows you to review past conversations, including chat details, conversation times, and related ticket information.

To use the **Conversation History** feature, you can go to the **Analytic** menu and click the **Live Agent** menu, then click the **Conversation History** menu and you will see the **Conversation History** page.

{% hint style="info" %}
There are differences in the appearance of each SLA type report, namely **SLA by Conversation** and **SLA by Ticket**. For further information regarding the SLA, please refer to [this](/sla-guidelines.md) page.
{% endhint %}

The **Conversation History** page display if using the SLA type '**SLA by Conversation**' is as shown in the following image.

<figure><img src="https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FmBU5Y2zXk6yHPSsTIw4w%2FScreenshot_2-10-2026_214518_athena.3dolphins.ai.jpeg?alt=media&amp;token=2abfc1d1-51e0-4b01-b498-eae2f9d403e5" alt=""><figcaption><p>Conversation History SLA by Conversation</p></figcaption></figure>

However, if you use the SLA type '**SLA by Ticket'**, the report display will be like the following image.

<figure><img src="https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FUq36Xvpzcej4moP8Eybp%2FScreenshot_14-1-2026_144551_venom.3dolphins.ai.jpeg?alt=media&amp;token=fcd55082-f1bc-4df1-acf2-deeb04a07e2b" alt=""><figcaption><p>Conversation History SLA by Ticket</p></figcaption></figure>

**Component Explanation:**

| Component     | Description                                                                                                                                                                 |
| ------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Ticket Number | Indicates a unique number for each ticket received by the agent.                                                                                                            |
| Created Date  | Indicates the date the ticket was created or entered into the system.                                                                                                       |
| Channel       | Indicates the channel the customer used to contact the agent.                                                                                                               |
| Customer Name | Indicates the name of the customer who contacted the agent.                                                                                                                 |
| Agent Name    | Indicates the name of the Agent responsible for serving the ticket.                                                                                                         |
| SLA           | <p>Indicates the SLA for incoming tickets. The SLA is the target time limit set for agents to respond to and resolve customer tickets.</p><p></p><p><strong>Note</strong> : |

</p><ul><li>The SLA status indicates whether the ticket was handled within the specified time limit. This can be expressed as a percentage or as Yes/No.</li><li>If the ticket is handled within the SLA time, the status is met (Yes/100%).
</li><li>If the ticket is handled beyond the SLA time, the status is not met (No/0%).
</li><li>To learn more about SLAs, you can visit <a href="/sla-guidelines.md">this</a> page.</li></ul> |
| Response Rate | Indicates the percentage of messages responded to by agents (Response Agent) divided by incoming messages from customers.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      |
| Tags          | Indicates classifier for this ticket                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
| Source        | <p>Indicates the source of the interaction that started the conversation.</p><p></p><p>There are three interaction sources:</p><p></p><ul><li><strong>Agent</strong> = Indicates that the conversation started from an interaction between the customer and an agent.</li><li><strong>Bot</strong> = Indicates that the conversation started from an interaction between the customer and a bot.</li><li><strong>Broadcast</strong> = Indicates that the conversation started from a customer’s response to a broadcast message that was previously sent to the customer.</li></ul>                                            |
| Raw Message   | Button to display conversation details in the ticket between agent and customer.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               |

To see detailed information from the conversation history, you can click the '**Detail**' button in the Raw Message column and you can see the details of the conversation between the Agent/bot and the Customer as shown in the following image.

<figure><img src="https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FMZ60CWuWts12BMFVoX0f%2FScreenshot_14-1-2026_144843_venom.3dolphins.ai.jpeg?alt=media&amp;token=7ea581cf-a1ce-4404-a072-95a058f713de" alt=""><figcaption><p>Detail Conversation</p></figcaption></figure>

**Component Explanation:**

<table><thead><tr><th width="237">Component</th><th>Description</th></tr></thead><tbody><tr><td>Action Date</td><td>Indicates the date and time the conversation between the agent and the customer occurred.</td></tr><tr><td>Ticket Number</td><td>Indicates a unique number for each ticket received by the agent.</td></tr><tr><td>Account Name</td><td>Indicates the name of the account that sent the message.</td></tr><tr><td>Sender Name</td><td>Indicates the name of the person who sent the message.</td></tr><tr><td>Message Status</td><td>Indicates the message status on the ticket.</td></tr><tr><td>Modified Date</td><td>Indicates the last date and time the ticket was modified.</td></tr><tr><td>SLA</td><td>Indicates the time limit set for agents to respond to and resolve customer tickets.</td></tr><tr><td>Over SLA</td><td>Indicates that the agent’s response or handling time has exceeded the time limit set in the SLA.</td></tr><tr><td>Message</td><td><p>It displayed the entire conversation history in the ticket, from interactions between the customer and the bot until conversations with an agent.<br></p><p><strong>Note:</strong><br>Broadcast messages sent to the customer are also displayed on this page when the customer responds to the related broadcast. To see how broadcast messages are displayed in this section, please refer to <a href="/customer-service/dashboard/view-broadcast-responses.md">this</a> page.</p></td></tr></tbody></table>