22. Chat Histories & GDPR Management
Chat histories show conversations from Klariton widgets. They help operators understand what happened, which sources were used, whether the chat escalated to a lead, and whether a conversation needs testing or deletion.
Chat Histories
Section titled “Chat Histories”Open Chat histories to see live conversations.
The list includes:
- opening question and touchpoint,
- persona where detected,
- number of turns,
- status and last activity time,
- lead badge where a conversation became a lead,
- answer source,
- search across transcripts,
- filter for leads only,
- optional live auto-refresh every 30 seconds.
Statuses include:
| Status | Meaning |
|---|---|
| Active | Conversation is still open or recently active. |
| Ended | Conversation ended normally. |
| Escalated | Conversation escalated to lead or handover. |
| Archived | No longer active in normal workflows. |
| Deleted | Anonymized through GDPR deletion. |
Chat Detail
Section titled “Chat Detail”The detail view shows:
- full transcript,
- turn-by-turn user and advisor messages,
- answer sources such as BIQ match, material, world knowledge, or product recommendation,
- context origin,
- entry page,
- product context,
- touchpoint,
- embed variant,
- entry BIQ or selected chip where available,
- technical context such as language and session id.
Use the Send to Test Center action when a transcript reveals a risky or failed behavior. That creates a test run so the same case can be checked systematically.
Translation View
Section titled “Translation View”Foreign-language conversations can be shown in the operator’s language. The original remains available so support and compliance teams can compare both versions.
GDPR Management
Section titled “GDPR Management”The GDPR view supports finding a chat by:
- read-aloud chat ID,
- phone number,
- email address.
Available actions include:
- data export as JSON,
- permanent GDPR deletion/anonymization,
- deletion log review.
Deletion anonymizes question and answer text as well as the IP hash. Structural metrics such as touchpoint and product can remain for statistics. The deletion log stores an anonymized receipt, date, reason, and actor, but no chat content or contact data.
Best Practices
Section titled “Best Practices”- Use chat histories to find real examples for BIQ improvements.
- Send risky transcripts to Test Center.
- Treat lead conversations together with the lead detail.
- Use GDPR deletion only when required; it cannot be undone.
- Keep deletion reasons short and free of unnecessary personal data.
See also Leads & Questions Inbox, Test Center, and Security & Privacy.