In the History tab, you can view all the support sessions handled by your department, meaning that an agent does not have access to the support sessions of other departments where they are not assigned.

Through the search field, you can search for a support session by the client's name, email, phone number, or even by the session's protocol number.

To access this feature in the Zenvia Chat - Agent Profile, go to the History tab.



To view a session, simply click on it, and you will be able to see the entire conversation content in a way similar to when the session was active.

In addition to viewing the desired session, the entire support history of that client will be available for consultation in the right-hand menu, as well as their registration data. Zenvia Chat also allows initiating active contact (i.e., initiated by the agent) through the icons located below the name (email, phone, and teleconference – if integrated with the voice channel).

If the channel is not integrated, its icon will appear in gray, slightly faded.

Done! Viewing all my support sessions is complete.