Viewing Customer History

Customer history shows you the communications between a customer and an agent, the company's interaction with a self-service knowledge base, and agent interaction with the KANA IQ knowledge base.

To view customer history

1. In the Inbox Message List, select the message you want to view the history for.
2. Click the View the customer history for the select message icon in the toolbar. The Customer History dialog opens.
3. Click OK when you are finished.

Viewing Connect Message History

Connect message history shows a summary of the outbound messages sent from Connect to the customer.

To view Connect message history:

Click the Customer History icon, or click View > Customer History from the main menu. This displays a summary report showing a line item for each of the outbound messages sent from Connect to the customer.

How do I review a message?

How do I approve a message?

How do I reject a message or return it to the agent?