Review an agent’s conversation history
Inspect earlier questions and answers while keeping history review separate from active staff control.
Before you begin
Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.
Step by step
- 1
Choose the agent and period
Open the agent’s Conversations view or use the appropriate Inbox search/filter. Confirm which workspace and agent the record belongs to.
- 2
Open the full conversation
Read messages in order, including previous AI answers, staff interventions and relevant status events.
- 3
Inspect the evidence
Expand available sources or context when investigating a factual problem. A shortened list preview does not contain the full answer.
- 4
Act through Inbox when needed
Use the supported staff controls for takeover, reply, assignment or status changes. Reviewing history alone does not resume or close a support session.
Good to know
Past answers reflect the configuration and context used at the time. Changing the current model or source does not rewrite that history.
Check the result
Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.
Questions & troubleshooting
An old answer differs from a fresh test
Compare the model, source version, prompt, tool access, workflow and preceding messages rather than assuming identical conditions.
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