> For the complete documentation index, see [llms.txt](https://docs-conversational-ai.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs-conversational-ai.syntphony.com/syntphony-messaging-portal/messaging-tools/analysis/message-history.md).

# Message History

## Purpose

Inspect past interactions, conversation-level metrics, and archived chat records for operational review and quality tracking.

## Who this is for

Supervisors, analysts, and operators responsible for service quality and historical audit.

## Prerequisites

* Access to the Analysis module in the Messaging Portal.
* Messaging or handover activity exists in the period you want to review.

## Key concepts

| Term            | Definition                                                                                            |
| --------------- | ----------------------------------------------------------------------------------------------------- |
| **Chat**        | A single communication period between an end user and the system.                                     |
| **Chat record** | One or more chats from the same end-user journey until the interaction is definitively closed.        |
| **Handover**    | Transfer from automation to a human team in the Live Agent Console when routing is configured for it. |
| **Source**      | Channel configuration that connects origin (WebChat or WhatsApp) to routing logic.                    |

See [Glossary](/syntphony-messaging-portal/getting-started/glossary.md) for additional portal terms.

## Available information

* Conversation identifiers and timestamps.
* Source channel and status.
* Satisfaction and handover indicators.
* Chat-record grouping when multiple chats belong to the same user journey.

<figure><img src="https://3261478287-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXHkoH2WwcemdqskPI0KI%2Fuploads%2FnGQnP55TI4gU7cclbeO0%2Fimage.png?alt=media&amp;token=926ad406-20ee-4b93-9f5c-aef9f11b51b2" alt=""><figcaption><p>Conversation detail</p></figcaption></figure>

<figure><img src="https://3261478287-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FXHkoH2WwcemdqskPI0KI%2Fuploads%2F3fJMrkMPM9hCr3qDh4Us%2Fimage.png?alt=media&amp;token=0d7cb964-e085-4b12-9e52-f3c6423da199" alt=""><figcaption><p>Message history statistics</p></figcaption></figure>

## Expected outcome

Teams can audit conversations, validate service quality trends, and correlate portal history with dashboard indicators.

## Related pages

* [Analysis](/syntphony-messaging-portal/messaging-tools/analysis.md)
* [Outbound History](/syntphony-messaging-portal/messaging-tools/analysis/outbound-history.md)
* [Dashboard](/syntphony-messaging-portal/dashboard.md)
* [Glossary](/syntphony-messaging-portal/getting-started/glossary.md)


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