How can I view my employee’s chat history?

Subject

Applies to: Admin/Branch Manager
Purpose: How to view employee's chat history
Location in Ricochet: Reports > Chat History

Description

These instructions explain how to view and search Ricochet’s internal chat message history by applying filters for chat type (single or group) and chat status (active, closed, or deleted). They describe how to reset filters to view all chats, open a specific conversation to read messages, search within chats using keywords, and load older messages when needed. The instructions also note that chat records are permanently retained on the platform, even if chat rooms or windows are closed or deleted.

Resolution

Optional: View the interactive tutorial for this process:

Click here to open the step-by-step tutorial in a new tab

1. To view and search the Ricochet Internal Chat Message history, click Reports

NOTE: Chat Records cannot be deleted. Chat Rooms / Windows can be closed/deleted on the Team Member Sidebar, but all chat history is retained on the platform.

2. Click Chat History

3. Click the Type dropdown to choose whether you want to filter the Chat History by Single or Group chats.

- Single Chats are chats between two users. 

- Group Chats are chats between 3 or more users.

4. The Name column indicates what type of Chat it is (Single/Group/Chat Room Name)

The Users column lists each user in the chat.

First we'll select Single

5. If you want to change the filter to see Group Chats, click the dropdown again.

6. Select Group

7. Chats can be filtered also by the status of the chat (Open, Closed or Deleted).

Click the Status dropdown.

8. For this example, we will select Active

9. To choose a different status for the chats, click the dropdown and choose a different status.

10. For this example, we will select Closed

11. There may be no chats listed for the status or group filter selected.

To change the Status again, click the dropdown

12. For this example, we will select Deleted

13. If you want to return to seeing all the chats without filters, first click the dropdown for Type

14. To return to seeing all types (Group and Single), select Type

15. To return to seeing all statuses of chats, click the Status dropdown

16. Select Status from the dropdown

17. To read the chat history, find the chat you wish to read and click View Messages

18. If no messages are showing up by default, click "Search older messages"

19. If you want to search for a specific keyword in the chat conversation, click in the Search box and type your keyword(s) to search

20. If nothing appears, click "Search older messages" to check the historical records of the chat for the keyword(s) entered in the search box.

21. The results will display in the gray box below.

Once finished, click Close