This article explains what to do when a previous chat session is not visible in the platform. If you believe you did not delete a conversation but it is no longer appearing, the steps below will help you locate it and escalate if needed.
Common Causes of Missing Chat History
- Account or workspace mismatch: You may be logged into a different account or workspace than the one where the original chat took place.
- Browser or cache issue: A corrupted browser cache can sometimes prevent chat history from displaying correctly.
Steps to Try
- Confirm you are signed into the correct account. If you use multiple workspaces or email addresses, log out and sign back in with the account that was active during the original chat.
- Perform a hard refresh of the page (press Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac) to clear any cached display issues.
- Clear your browser cache and cookies, then reload the platform and check whether the chat history reappears.
- Try accessing the platform in a different browser or an incognito/private window to rule out a local browser issue.
If the Chat History Is Still Missing
If the conversation does not reappear after completing the steps above, please reach out to our support team with the following information ready so we can investigate on our end:
- The approximate date and time of the missing conversation
- The account email address or workspace name associated with the session
- A description of where in the platform you expected to find the chat history
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.