[{"data":1,"prerenderedAt":39},["Reactive",2],{"breadcrumb-schema":3,"explore-links:/blog/browse-a-customers-past-conversations":4,"featurePages":5,"blogPosts-browse-a-customers-past-conversations":6},null,[],[],{"slug":7,"id":8,"uuid":9,"title":10,"html":11,"comment_id":8,"feature_image":12,"featured":13,"visibility":14,"created_at":15,"updated_at":16,"published_at":17,"custom_excerpt":18,"codeinjection_head":3,"codeinjection_foot":3,"custom_template":3,"canonical_url":3,"authors":19,"tags":26,"primary_author":33,"primary_tag":34,"url":35,"excerpt":18,"reading_time":36,"access":37,"comments":13,"og_image":3,"og_title":3,"og_description":3,"twitter_image":3,"twitter_title":3,"twitter_description":3,"meta_title":3,"meta_description":3,"email_subject":3,"frontmatter":3,"feature_image_alt":38,"feature_image_caption":3},"browse-a-customers-past-conversations","6aea40db83b46bd7346a99b1","78c3cd1e-d547-40a1-a275-c37dd23ad44c","Browse a customer's past conversations","\u003Cp>When a customer writes in again, the answer is often in an earlier conversation with them. Finding it used to mean opening their contact profile or digging through the Previous Conversations section in the sidebar. Now you can step through a customer's conversations from the one you have open. Older conversations open in a reading mode, so a reply doesn't land in an old thread by mistake.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/11/conversation-history-walkthrough.gif\" class=\"kg-image\" alt=\"Stepping back through Sofia Patel's earlier conversations, opening the reply editor on one, then returning to her latest conversation\" loading=\"lazy\" width=\"1100\" height=\"688\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/11/conversation-history-walkthrough.gif 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/11/conversation-history-walkthrough.gif 1000w, https://www-internal-blog.chatwoot.com/content/images/2026/11/conversation-history-walkthrough.gif 1100w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch2 id=\"move-between-a-customers-conversations\">Move between a customer's conversations\u003C/h2>\u003Cp>When a customer has written in before, you'll see a Previous conversation button above the first message. It shows a preview of that conversation and the day it started, so you can tell at a glance whether it's the one you need. Once you've stepped back, a Next conversation button at the bottom takes you forward again.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/11/previous-conversation-button.png\" class=\"kg-image\" alt=\"Sofia Patel's latest conversation, with the Previous conversation button above her first message\" loading=\"lazy\" width=\"2000\" height=\"1250\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/11/previous-conversation-button.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/11/previous-conversation-button.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2026/11/previous-conversation-button.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2026/11/previous-conversation-button.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Hover over either button to see who the conversation was with and exactly when it started.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/11/previous-conversation-tooltip.png\" class=\"kg-image\" alt=\"Tooltip on the Previous conversation button: Previous conversation with Sofia Patel, Oct 12, 2026, 3:20 PM\" loading=\"lazy\" width=\"1896\" height=\"660\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/11/previous-conversation-tooltip.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/11/previous-conversation-tooltip.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2026/11/previous-conversation-tooltip.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2026/11/previous-conversation-tooltip.png 1896w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch2 id=\"older-conversations-open-in-reading-mode\">Older conversations open in reading mode\u003C/h2>\u003Cp>When you step into an earlier conversation, the conversation list switches to that customer's conversations, newest first, so you always know where you are in their history.\u003C/p>\u003Cp>The reply editor stays folded while you read. Click \u003Cstrong>Reply to this older conversation\u003C/strong>, or press Alt+L, when you do want to reply there. \u003Cstrong>Private Note\u003C/strong> (Alt+P) works the same way. \u003Cstrong>Go to latest conversation\u003C/strong> takes you straight back to the customer's newest conversation, which always opens with the editor as usual.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/11/older-conversation-reading-mode.png\" class=\"kg-image\" alt=\"Sofia's August conversation in reading mode. The list shows her five conversations, and a bar at the bottom offers to reply, add a private note, or go to her latest conversation\" loading=\"lazy\" width=\"2000\" height=\"1250\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/11/older-conversation-reading-mode.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/11/older-conversation-reading-mode.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2026/11/older-conversation-reading-mode.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2026/11/older-conversation-reading-mode.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch2 id=\"see-all-of-a-customers-conversations\">See all of a customer's conversations\u003C/h2>\u003Cp>To see the whole list without stepping through it, click \u003Cstrong>View all conversations\u003C/strong> (the history icon) in the contact panel. The conversation list then shows only that customer's conversations. Click the back arrow at the top of the list to return to your usual list, and you land on the customer's latest conversation.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/11/view-all-conversations.png\" class=\"kg-image\" alt=\"The View all conversations button in the contact panel\" loading=\"lazy\" width=\"1040\" height=\"840\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/11/view-all-conversations.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/11/view-all-conversations.png 1000w, https://www-internal-blog.chatwoot.com/content/images/2026/11/view-all-conversations.png 1040w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>To try it, open a conversation with a customer who has written in before and click \u003Cstrong>Previous conversation\u003C/strong>.\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2026/11/featured-conversation-history.png",false,"public","2026-11-03T20:15:23.000+00:00","2026-11-04T00:02:10.000+00:00","2026-11-03T23:49:24.000+00:00","Step through a customer's past conversations from the one you have open, without replying in an old thread by mistake.",[20],{"id":21,"name":22,"slug":23,"profile_image":24,"cover_image":3,"bio":3,"website":3,"location":3,"facebook":3,"twitter":3,"meta_title":3,"meta_description":3,"threads":3,"bluesky":3,"mastodon":3,"tiktok":3,"youtube":3,"instagram":3,"linkedin":3,"url":25},"62161ad54b8f26503f72dcbc","Sivin","sivin","https://www-internal-blog.chatwoot.com/content/images/2026/08/IMG_2813-2-copy.JPG","https://www-internal-blog.chatwoot.com/author/sivin/",[27],{"id":28,"name":29,"slug":29,"description":30,"feature_image":3,"visibility":14,"og_image":3,"og_title":3,"og_description":3,"twitter_image":3,"twitter_title":3,"twitter_description":3,"meta_title":3,"meta_description":3,"codeinjection_head":3,"codeinjection_foot":3,"canonical_url":3,"accent_color":31,"url":32},"6118da7b4b8f26503f72d52e","releases","We release a new and improved version of Chatwoot every mid-month. We make sure to tell you all about it and how you can use it to improve your Chatwoot experience, in our series of product updates.","#189aff","https://www-internal-blog.chatwoot.com/tag/releases/",{"id":21,"name":22,"slug":23,"profile_image":24,"cover_image":3,"bio":3,"website":3,"location":3,"facebook":3,"twitter":3,"meta_title":3,"meta_description":3,"threads":3,"bluesky":3,"mastodon":3,"tiktok":3,"youtube":3,"instagram":3,"linkedin":3,"url":25},{"id":28,"name":29,"slug":29,"description":30,"feature_image":3,"visibility":14,"og_image":3,"og_title":3,"og_description":3,"twitter_image":3,"twitter_title":3,"twitter_description":3,"meta_title":3,"meta_description":3,"codeinjection_head":3,"codeinjection_foot":3,"canonical_url":3,"accent_color":31,"url":32},"https://www-internal-blog.chatwoot.com/browse-a-customers-past-conversations/",2,true,"Chatwoot changelog: Conversation history",1793751376393]