Retain Customer Chat History

This feature allows you to show the messages from a user's previous conversations in the Web chat widget for repeat visits from the same browser and device. A toggle is provided in the Preferences tab in Settings to enable this feature.

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The maximum number of customer + bot messages stored for a single user will be 255.

Users will be able to see up to 255 latest messages they have exchanged in the chat widget as the messages are stored on a First In, First Out (FIFO) basis.

• By default, the toggle is disabled and the customer chat history is NOT retained.
• Once enabled, the messages are stored indefinitely and encrypted using the AES-GCM encryption.
• For retaining customer chat history of anonymous users, details are stored in the browser’s local storage and not cookies.
  • If an anonymous user clears their browsing history and cookies, there will be no impact on their chat history.
  • If an anonymous user clears their browser’s local storage, their chat history will be deleted from the chat widget.
• If the “Retain Customer Chat History” toggle is disabled, new messages will not be saved for any type of user (anonymous or authenticated).
• Disabling the toggle also does not delete the previous chat history i.e. messages already saved for a user will always appear for them in future conversations.