Loading
Because chat is treated as ephemeral. A customer refers to what they were told last week and there is no record, or it sits in a separate tool nobody in support can search.
Conversation history is the full record of assistant exchanges, stored against the customer where one is known.
Conversations attach to the customer record in Desk, so support, sales and delivery see the same history. Each answer keeps the sources it used.
A customer says the assistant told them something. The exact exchange and the article behind it are retrievable, so the question becomes whether the article is right.
It is not a marketing profile. Growth reports on topics and outcomes in aggregate; the conversation stays support context on the customer record.
The messages, the sources cited, whether it handed over, and the outcome.
On your retention policy, per workspace.
Yes, and it is removed with the record of the request kept.
Yes, without a customer link, for reporting.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.