Related conversations

See a customer's full conversation history without leaving the current chat

Who can use this feature?

• This feature is available for all users.

What is Related Conversations?

Related Conversations is a section inside Conversation Details that shows a customer's previous chats with your store. While you are replying to a customer, you can scroll through their past conversations without switching tabs or leaving the current chat.

This helps agents pick up context faster and give more accurate support in real time.

Where to find it

Inbox then select a conversation, open Conversation Details (right panel), scroll to Related Conversations.

What you see

Each related conversation shows:

• Customer name

• Last message preview

• Time of last message

• Conversation status (open, resolved, or waiting)

By default, the 5 most recent conversations appear. If the customer has more than 5 conversations, scroll down inside the section to see the rest.

Open a related conversation

Click any conversation in the list to open it directly in Inbox.

The selected conversation opens in the Inbox view so you can read the full exchange. To go back to your current chat, select it again from the conversation list on the left.

How Chatty finds related conversations

Chatty matches related conversations based on who the customer is:

Customer type	How Chatty matches
Logged-in customer	Same customer profile, including reset conversations and converted leads
Lead (guest)	Same email, same phone number, or same active session
Anonymous user	Same session only

Note: Session means the person is actively chatting within the same time period, without leaving and returning later.

If no related conversations appear, it means there are no previous chats that match this customer's email, phone number, profile, or session.