How to Find Customer Chat History: Search and Filters in Binom Chats
The correspondence history with clients is stored in the "Chats" section in Binom. There you can find any conversation by ID, name, email, or phone number, and filter chats by channel, status, and contacts. A manager finds the right client within seconds and sees what the conversation was about without rereading the entire thread. Search and filters are at the top of the "Chats" section.
How to find a conversation with a client
- Open Chats.
- In the "Search" field, enter the chat ID, the client's name, email, or phone number.
- Open the conversation you found: the full message history appears on the right.
What filters are available in Chats
| Filter | Values | Purpose |
|---|---|---|
| "Chat status" | "Unread", "Requires manager takeover", "Notification sent" | Find chats that need a response |
| "Source" | Public chat, Widget, Telegram, Instagram, WhatsApp, Facebook, Gmail, calls, and others | View a single channel |
| "Contacts / Leads" | "Has contacts", "No contacts", "New ticket" | Identify leads and requests with tickets |
| "Who is handling the conversation" | "Binom", "Manager" | Find chats handled by a human |
If nothing matches, the message "No conversations found for the selected filters" appears. Clear some of the filters.
How to quickly understand what a conversation is about
Click "Show summary": the "Chat summary" opens with a brief overview. For short or new conversations, you may see "A summary is not available for this chat yet."
How to mark conversations as read
After reading a conversation, click "Mark as read": it will leave "Unread". To revert this, click "Mark as unread".
"Insufficient permissions"
Access levels Owner, Admin, Editor, and Operator can work with conversations; Viewer can only view chats in read-only mode. Ask the account owner to upgrade your access level. See team access levels.
Other common questions
Where can I view the conversation history with a client?
In Chats: find the client by name, phone number, or email.
How do I find only clients who left their contact details?
Use the "Contacts / Leads" filter and select "Has contacts".
