--- title: "Conversation History overview" slug: "conversation-history-overview" updated: 2026-07-10T22:57:15Z published: 2026-07-10T22:57:15Z canonical: "help.servicetitan.com/conversation-history-overview" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Conversation History overview ## Overview The Conversation History feature provides you with a comprehensive record of all calls made and received by your dedicated queues. Use Conversation History advanced filtering, get full visibility of customer interactions, and make data-driven decisions. --- ### #### Who uses this feature - Administrators, CSRs, and managers - Applies to all business types #### Feature configuration - This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information. - Permissions are required to use this feature. Please contact the account administrator on your team. For more, see [Manage Contact Center Pro permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - You can search for specific conversations on the *Conversation History* screen. The search field accepts any conversation-related details you provide, making it easy to find what you're looking for. - Your view of the *Conversation History* may vary depending on your permissions. The permissions that affect Conversation History are: - *Listen to Call Recordings* - *Edit user's own historical conversations* - *Edit all historical conversations* - *View AI analysis on user's own conversations* - *View & Edit AI Analysis of All Conversations* ## Access the Conversation History screen Access your queue's call logs with conversation history. Access detailed call information and apply advanced filters for specific data. To access Conversation History: 1. Go to Contact Center Pro. 2. Click **Conversation History** to view the details of the calls for your dedicated queues. ![Cursor Conversation History tab](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/conversation-history-overview-image-fdlcg2ue.png) The *Conversation History* screen opens which includes two sections: - **Closed**: Serves as the repository for all calls that have been ended and closed by the agent, including those that may not have been dispositioned yet. - **Open**: Displays ended calls that were not marked as *Closed* and manually classified. This view lets you monitor completed customer interactions to ensure that all calls have been classified. The *Conversation History* screen provides the following information: - **Date/Time:** The date and time of the conversation - **Channel:** The channel through which the conversation took place - Inbound call - Outbound call - **Duration:** The amount of time spent in the conversation - **Account:** The name of the company (location) the customer reached out to - **Customer:** The customer's full name or phone number if a Customer Record was not attached during the conversation - **Agent:** The name of the agent who interacted with the customers - **Type:** The task type that indicates the outcome of each conversation - Abandoned - Booked - Excused - Unbooked - Not a Lead - **Reason:** The reason detailing why there wasn't a job booked or specifying the nature of the conversation - **Sentiment:** The customer's mood during the interaction (powered by Titan Intelligence) ![Conversation History Table view](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/conversation-history-overview-image-koe6yitv.png) You can also filter the information to focus on specific aspects of the customer interaction. For more, see [View and manage closed communications in Conversation History](/v1/docs/view-and-manage-closed-communications). ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Call Center Monitoring overview](/v1/docs/call-center-monitoring-overview) - See [View and manage closed communications in Conversation History](/v1/docs/view-and-manage-closed-communications) ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro. **What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale. **Also called:** CCP, Advanced Phones Pro **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CCP Automatic recording of all inbound and outbound calls logged against the customer record in ServiceTitan. **What it does:** Provides a permanent, searchable audio record for dispute resolution, training, and quality assurance. **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)