When you are chatting with a visitor, you can directly view a specific visitor’s contact history in your Agent Console window.
Select a certain visitor in Visitor List and click Details.
Select History and then you will see a list of records about the selected visitor from the first visit to present.
Click the chat link to bring up the detailed chat history, and click the Messages tab to see his offline message. In the Visits tab, you can see visitors’ navigation record.