# View Chat History (/how-to/chat/view-chat-history)



Every chat conversation in Resytech is permanently linked to a booking. This guide explains how to find conversations and review their full history.

When to use this [#when-to-use-this]

* You need to recall what was discussed with a customer before their visit.
* A different team member handled the initial conversation and you need to catch up.
* You want to verify what information was communicated to a customer (e.g., cancellation policy, special instructions).

Steps [#steps]

Finding a conversation [#finding-a-conversation]

1. Navigate to **Customer Portal** from the sidebar menu.
2. The **Conversations** panel on the left shows all threads for the current location.
3. Threads are sorted by the most recent message, so active conversations appear first.
4. Scan the thread list for the customer you're looking for. Each thread shows:

| Field                    | Description                                                     |
| ------------------------ | --------------------------------------------------------------- |
| **Customer name**        | The name from the booking's customer profile                    |
| **Activity name**        | The booked activity                                             |
| **Confirmation code**    | The short confirmation code (first segment before the hyphen)   |
| **Booking date**         | The date of the reservation                                     |
| **Last message preview** | The first 80 characters of the most recent message              |
| **Relative time**        | How long ago the last message was sent (e.g., "5m", "2h", "3d") |
| **Booking status**       | A status pill showing Confirmed, Cancelled, Complete, etc.      |
| **Unread badge**         | A count of unread customer messages (if any)                    |

5. Click a thread to load the full message history in the right panel.

Reviewing messages [#reviewing-messages]

Messages are displayed chronologically (oldest first) and grouped by date. Each date group has a label:

* **Today** -- messages from the current day.
* **Yesterday** -- messages from the previous day.
* **Full date** -- for older messages (e.g., "Monday, Mar 15").

For each message, you can see:

* **Sender name** -- the customer's name for customer messages, or the team member's name for operator messages.
* **Message content** -- the full text, preserving line breaks.
* **Timestamp** -- the time the message was sent, formatted in 12-hour time (e.g., "2:30 PM").

Customer messages appear on the left with a gray background. Operator messages appear on the right with a teal background.

Accessing the linked booking [#accessing-the-linked-booking]

From any active conversation:

1. Look at the **chat header** at the top of the message panel. It shows the confirmation code, activity, date, start time, and duration.
2. Click the **View Booking** button in the top-right corner of the chat area.
3. A side drawer opens with the full booking details, including line items, payment status, and customer information.
4. From the drawer, click the **expand icon** to open the booking on its own full page.

Accessing the customer's CRM profile [#accessing-the-customers-crm-profile]

If the customer has a linked CRM profile (indicated by a `customerUuid` on the thread):

1. The customer's name in the chat header is rendered as a link.
2. Click it to open their CRM profile in a new browser tab.

If there is no linked CRM profile, the name appears as plain text.

Incremental loading [#incremental-loading]

When you return to a conversation you've already viewed, the system can fetch only messages newer than the last one you loaded by using the `since` parameter. This keeps the interface responsive for long-running threads.

Tips [#tips]

* **Use the thread list as a quick reference.** Even without opening a thread, the list gives you the customer name, booking date, confirmation code, and last message preview -- often enough to answer a quick question.
* **Threads persist across booking statuses.** A cancelled or completed booking still has its chat thread available. You can review messages from past bookings at any time.

Related guides [#related-guides]

* [Respond to Customer Messages](/how-to/chat/respond-to-customer-messages) -- send replies from the dashboard.
* [Manage Unread Messages](/how-to/chat/manage-unread-messages) -- keep track of threads that need attention.
* [Customers & CRM](/how-to/customers) -- learn more about customer profiles linked to conversations.