Start by navigating to Admin > Chat History by:
Selecting Agent from the application switcher
Navigate to Admin on the navigation panel to the left
Select the Chat History tab at the top of the page
You should now see a page similar to the one below
Filtering to find a specific chat can be done by searching a Number, Contact, or Message or by using the available filter options. The filter options available are:
From and To Date
Queues
Direction
Tag
Status
Exclude by Message or Specific Word
Begin by entering the filter options you wish to filter by.
Once you have entered the filter options, you can then hit search and a list of new results should appear below.
View Contact
To view contact, click on the more options button and click View Contact.
A window should appear showing you the contacts chat history and information.