# Track Conversation History within CRM

LiveChat4Dynamics provides the functionality to store live chat history in the chat window. This means that when you communicate with customers within the CRM, the message history is recorded and stored as a message history.

Users can maintain chat history associated with each Record with Dynamics 365 CRM and track communication.

If Marc, the Dynamics 365 user, wishes to review the customer's previous chat, he can simply click on the **"Chat History"** button. This action will display the past chat sessions, as illustrated in the figure below.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FX7vUAibKFPw3NeyIuJxA%2Fimage.png?alt=media&#x26;token=fde00394-3912-4607-9b7c-d80a0c3ce035" alt=""><figcaption></figcaption></figure>

Marc will now retrieve the necessary chat session history, allowing him to view the previous interactions between the customer and the Dynamics 365 user.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2Fl9RXgLwh30F04ozwBgHR%2Fimage.png?alt=media&#x26;token=da3a4f0b-4804-45e9-96d3-0ba8d6c1d77d" alt=""><figcaption></figcaption></figure>

* The chat window remains active for 24 hours.
* After each 24 hours, a new chat session will initiate.
* If the website visitor re-enters their details in the chat window using the same contact number, a new chat session will be created in Dynamics 365 CRM under the same contact record.
* However, if the visitor rejoins the chat within the 24-hour session window, the conversation will continue within the same chat session.
* Chats can only be started by visitors.

{% hint style="success" %}
For further queries, reach out to us at <crm@inogic.com>
{% endhint %}


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