Upon getting a call from a client, this feature lets you have a quick access to prior correspondence with that client so that you can continue where you left off last time.
How it works:
In your chat console there is a new “history” link. Click it soon after you get an incoming call (or any time during the conversation):
Note that this extended information will appear in a new browser window (or tab) so do not get confused. Do not close your chat window. You will need to navigate between your chat console window and your browser window.