Why can’t I see my past conversations with SafetyCulture Support?

Explains why your conversation history might not appear in Support and how to access it in the new Support platform on the web app and mobile apps.

We've moved to a new platform for chats!

From September 1, you’ll get faster responses powered by our AI assistant with help from our team. If you’ve contacted us before, you can view past conversations as "Tickets" in the chat widget. If you have trouble finding a past conversation, please contact us for assistance.

For mobile app users, please ensure your mobile app is up-to-date to experience this improvement. Otherwise, you'll only be able to view conversations you've started from your mobile app, and you won't be able to continue conversations from the web to your mobile device, or vice versa, or access your full conversation history.

View past conversations on the mobile app

From September 1, any customers and users on our websites (safetyculture.com and help.safetyculture.com), the web app, and the latest version of our mobile app should automatically gain access to the new Support platform.

However, if your mobile app is not on the latest version, you may only have access to our old Support platform, which means:

Conversations are tied to where they start: You can only view and continue them on the same device and platform. Chats started in the mobile app won’t appear or continue on the web, and web chats won’t show in the mobile app.
Support access may stop on older app versions: To continue receiving support, update your mobile app to the latest version before October 6.

To ensure your support experience is consistent across all platforms, please update your mobile app to the latest version, so:

You can get faster responses powered by our AI assistant with help from our team.
You can streamlessly continue conversations between the web app and the mobile app.
You can view all past conversations from the old Support platform as "Tickets".

Il est important que l'application portable SafetyCulture soit toujours à jour. Vous pouvez le faire en activant les mises à jour automatiques sur votre appareil Android ou iOS.

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Si vous souhaitez obtenir une réponse de notre part, veuillez nous contacter à l'adresse suivante :support@safetyculture.com.

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