Look up a customer's full chat history mid conversation

Build me an internal lookup app my support agents open in the middle of a live conversation, so nobody has to answer a returning customer with no idea what we told them last time. It is a read and prep surface rather than an automation: nothing gets filed anywhere unless the agent clicks.

The whole app hangs off one search box at the top. The agent types an email address or a name. Resolve the customer profile with LiveChat Get Customer, and find the matching CRM contact with HubSpot Search Contacts by email, falling back to a name search or List Contacts when the email does not match. If there is no HubSpot match at all, say so plainly and still show the chat history.

The main panel is the chat history. Use LiveChat List Archives filtered to that customer to pull every past conversation. This matters: List Archives pages through results with next_page_id, so the handler must follow that cursor until it is exhausted and return the complete history instead of only the first batch. A customer with a long history is exactly the one the agent needs the full picture on. Show one row per past chat, newest first, with the date, the agent who handled it, the rating the customer left, and the tags on the thread. Each row expands inline to the full transcript, loaded on demand with LiveChat Get Chat, using List Threads where a chat has more than one thread. Do not load every transcript up front.

A side panel shows the HubSpot record next to that history. Pull the contact detail with Get Contact, and use List Deals narrowed to the deals associated with that contact to show open deals and recently closed ones with stage, amount and close date. The point of the layout is that the agent reads the support history and the commercial context in one glance.

Three actions run from the same screen without leaving the app. A File this conversation form takes the agent's summary of the chat they are in right now and writes it onto the contact with HubSpot Create Note. A Raise a follow up form with subject, due date and owner creates a task against the contact with HubSpot Create Task. A tag control applies a label to the current live thread with LiveChat Tag Thread.

Add a Brief me on this customer button that kicks off a background agent. It reads every past transcript for that customer, using List Archives and Get Chat, alongside the HubSpot contact and their deals, then writes a short history brief back into the app covering three things: what they have contacted us about before, what is still unresolved, and what deal is open. Render the brief in the app with an Approve and file button, and only on approval file it onto the contact as a HubSpot note with Create Note. Never file it automatically. Show progress while the agent runs so the person knows it is working, since they have a customer waiting.

Show a clear banner across the top when the customer has three or more prior chats, or any previous chat with a bad rating, and state which of the two triggered it. Those are the conversations worth handling carefully and the agent should see that before they read anything else.

Keep the app fast and keyboard friendly, because it is used with a customer waiting on a reply. Make recent lookups easy to return to so an agent handling several chats at once can flip between people.