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Chat History
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Chat History

Chat History

Overview

Note: This page documents the Actions screen — accessible from the sidebar under Pam > Actions. It is also referred to as "Chat History" throughout the app.
Actions (Chat History) is your audit trail for every conversation Pam has had across all channels — web chat, voice calls, and WhatsApp. It shows which CRM records were created, updated, or deleted in each session, with direct links to the changed records in your CRM. Field service reps use it to verify that Pam correctly updated HubSpot or Salesforce after a call, and managers use it to audit CRM data quality over time.

Prerequisites

  • At least one conversation session must exist (Pam must have been used at least once)
  • CRM actions are only shown for sessions where Pam performed a create, update, or delete in your CRM

Viewing Your Chat History

Step 1: Navigate to Actions

In the left sidebar under the Pam section, click Actions. This takes you to the Actions page — the central log of all past sessions.
Session list showing all past conversations with action counts, channel icons, and CRM action cards
Session list showing all past conversations with action counts, channel icons, and CRM action cards
Each session card shows:
  • Action count — the number in the top-left (e.g. "2", "1", "3") followed by the magic wand icon. A dash ("–") means no CRM actions were performed.
  • Session title — auto-generated by Pam summarising what was done (e.g. "Updated deal stage and created follow-up note").
  • Channel icon — a chat bubble for web text chat, a waveform for voice calls, and the WhatsApp logo for WhatsApp sessions.
  • Timestamp — when the session was last active.
  • CRM action cards — each action is listed directly below the session header, showing the resource name, object type badge (e.g. Deal, Contact, Note), and status badge (Created, Updated, Deleted).
  • Open in CRM icon — a small external link icon on each action card that opens the changed record directly in your CRM.
  • See session details icon — an icon on the session header row that reopens the full conversation in the chat view.

Step 2: Understand the Session List Layout

Sessions are sorted most-recent first. Each session group consists of:
  1. A session header card with the title, channel icon, timestamp, and action count.
  1. Action cards nested below, one per CRM change Pam made. Action cards can be expanded by clicking them to reveal the full CRM response data.
Sessions that Pam is still processing (e.g. generating a call summary after a voice call) display without a title until processing is complete. You can use the Refresh button to check if a title has appeared.

Filtering with View Mode

The magic wand icon button in the top-right corner of the Actions page toggles between two view modes.

Show All (default)

All sessions appear in the list, regardless of whether Pam performed any CRM actions.
Show all view with the 'View Actions Only' tooltip visible on the toggle button
Show all view with the 'View Actions Only' tooltip visible on the toggle button
When you hover over the toggle button in Show All mode, the tooltip reads View Actions Only — indicating what will happen when you click.

View Actions Only

Click the magic wand toggle to switch to View Actions Only mode. Sessions with no CRM actions are hidden, leaving only the sessions where Pam made changes to your CRM. This is the fastest way to audit what Pam has changed.
Actions only view — the WhatsApp session with no actions is hidden, only sessions with CRM changes are shown
Actions only view — the WhatsApp session with no actions is hidden, only sessions with CRM changes are shown
Notice that the WhatsApp session ("Looked up contact details for James Miller") is no longer visible — it had no CRM actions, so it is filtered out. When in View Actions Only mode, the toggle tooltip changes to View All Messages, letting you return to the full list.

Reviewing CRM Actions from a Session

Each action card below a session header represents a single CRM operation. Action cards display:
  • Object icon — indicates the CRM object type (deal coin icon for deals, person icon for contacts, document icon for notes)
  • Resource name — the exact name of the record that was changed (e.g. "Acme Corp - Enterprise Deal", "Sarah Johnson", "Tom Wilson")
  • Object type badge — grey badge showing the CRM object type (e.g. Deal, Contact, Note)
  • Status badge — colour-coded badge showing Created (green), Updated (blue), or Deleted (red)
  • Open in CRM link — an external link icon on the right that opens the record in your CRM
Action card expanded showing the HubSpot URL tooltip for the 'Acme Corp - Enterprise Deal' deal record
Action card expanded showing the HubSpot URL tooltip for the 'Acme Corp - Enterprise Deal' deal record
When you hover over the external link icon on an action card, the full CRM URL appears as a tooltip (e.g. https://app.hubspot.com/contacts/123/deal/456). Clicking that icon opens the record directly in HubSpot or Salesforce in a new tab.
You can click any action card row to expand it and view the full API response data, including resource metadata and the raw JSON response from your CRM.

Refreshing the Session List

The Refresh button (circular arrow icon) in the top-right corner reloads the session list from the server.
Refresh button with tooltip visible — useful when a call summary is still being processed
Refresh button with tooltip visible — useful when a call summary is still being processed
Use the refresh button when:
  • You just finished a voice call and are waiting for the call summary title to appear
  • You sent a WhatsApp message and want to check if it has been processed
  • You believe a new session should be visible but the list has not updated

Best Practices

  • Audit after calls — After every voice call, open Actions to confirm Pam correctly updated the CRM records you asked about. If a record is missing, you can go back to the chat and ask Pam to make the change again.
  • Use "View Actions Only" for CRM audits — When reviewing data quality at the end of the day, switch to View Actions Only to focus only on sessions where Pam made changes. This removes lookup-only sessions from the view.
  • Click through to the CRM record — The external link on each action card opens the exact record that was changed. Compare the values in your CRM with what Pam reported to catch any discrepancies.
  • Check processing sessions — If a session shows no title, it is still being summarised. Click Refresh after a minute or two to see the completed title.

Troubleshooting

A session is missing from the list
Sessions appear in reverse chronological order. If a session is not visible, it may have been from a different channel (check the channel filter or scroll down). Voice call sessions may take a minute or two to appear after the call ends — use the Refresh button.
An action card shows no CRM link
This means Pam performed the action but the CRM record did not return a URL. This can happen with some CRM object types. Click on the action card to expand it and inspect the full JSON response to find the record ID, then look it up manually in your CRM.
The session list is empty
If you see "No chat sessions found", you have not yet had any conversations with Pam. Start a chat in the Chat view, ask Pam to do something in your CRM, then return to Actions.
A WhatsApp session does not show
WhatsApp sessions are only visible in Show All mode. If you are in View Actions Only mode, WhatsApp sessions without CRM actions will be hidden. Click the magic wand toggle to switch to Show All.

Related Documentation

  • Playbook — What Pam can do in your CRM
  • Web Chat — Using Pam's text chat interface
  • WhatsApp — Messaging Pam via WhatsApp