View a contact's previous conversations from the sidebar

The same contact can have several conversations, open or closed, over time — even across different channels. From the contact sidebar you can see that full history without leaving the current conversation.

Where to find it

1. Open any conversation.
2. In the right-hand contact sidebar, look for the Conversations section, which shows the total count in parentheses, e.g. "Conversations (4)".
3. Each item in the list shows the channel it came through ("#id via WhatsApp", "#id via Webchat", etc.), the status with a distinct color (Open, Pending, Snoozed, Resolved, Closed), and how long ago it had activity.

Steps to jump to another conversation

1. In the Conversations list, click the one you want to review.
2. The Inbox takes you straight to that conversation, keeping the same contact's context.
3. You can go back to the original conversation from the general list or by repeating the same step.

Example

A customer writes on WhatsApp asking about an issue they already reported by email last week. The agent opens the Conversations section in the sidebar, sees the previous conversation marked "Resolved" via email, clicks it, and checks what was already answered before replying in the current chat.

Tips

• This section is useful for avoiding asking the customer to repeat information already discussed on another channel.
• The status colors let you quickly spot whether a previous conversation is still pending resolution.