Understanding the Chat Records Column

When accessing Chat Records of the Service module, you can gather a record of past conversations, ongoing conversations as well as missed chats.

By default, Breadstack will sort by chat status, hence, for each chat type, there’s a corresponding collapse / expand panel.

The chat records list displays a number of columns with information about each chat. Here is a breakdown of the following columns:

Customer Type - Customers may be Guests or Registered.
Agent - If the chat was transferred, the agent who is currently handling the chat, or the agent who ultimately ended the chat, will appear here.
Sentiment (completed chats only) - This AI-powered feature shows how satisfied the customer was with the chat and you can expect sentiment scoring to show up in Chat Records approximately 10 minutes after the chat has been completed. This AI feature analyzes the type of words and punctuation marks the customer uses to estimate their sentiment.
Rating (completed chats only) - When they end a chat, customers are invited to provide a star rating