---
title: "Conversation History overview"
slug: "conversation-history-overview"
updated: 2026-03-27T19:10:37Z
published: 2026-03-27T19:10:37Z
---

> ## 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.

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#### 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)