Plan requirement
| Subscription | Any plan |
| Access | Admin |
Whether customers can see the history of a conversation is a setting, and it has a privacy dimension worth thinking about.
The setting
- In Admin Center, click Channels, select Messaging and social > Messaging, and open the channel by name.
- Open the Authentication section and choose between Remember history, which shows the full conversation on a return visit, and Forget history, which starts fresh every time.
- Save.
Why history is normally good
It is the main advantage messaging has over chat. A customer returning a week later sees what was said and does not have to explain again, and neither does your agent.
Where it needs care
On a shared device. A conversation history visible to whoever opens the widget on that browser is a problem in a household, a shop floor or a library.
Authentication solves this properly: history follows the person rather than the browser. Without authentication, restricting history is the cruder alternative.
Decide from your context
- Customers sign in: keep the full history. It is safe and it is useful.
- Anonymous on personal devices: history is generally fine.
- Anonymous on shared devices, or anything sensitive: restrict it, or require authentication.
Agents see everything regardless
This setting is about what the customer sees. The full conversation stays on the ticket for your team either way.
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