Automations / Article
Find chats and understand history
Search conversations, inspect message details, and understand what a reset preserves.
Find the conversation
Open Chats in the correct workspace. Search for the customer and use the Manychat account, channel, AI response state, prompt slug, or user ID filters to narrow the list. Apply the filters; clear them if the expected conversation is missing. The quick views show all chats, unread chats, chats needing attention, and failed AI replies.
Enable Include previous chats to find ended sessions. Open a chat and use Older messages or Newer messages when available. All chats with this contact lets you trace separate sessions; an ended chat may link to its successor. The visible history window depends on the workspace plan and is shown in chat actions. It is not a promise that older data has been deleted.
Inspect what happened
- Read the incoming message and distinguish an AI reply from a Human agent reply. Incoming messages received while AI is paused can appear without an AI response.
- Expand Message details for generation and delivery status, prompt version, model, credits, request ID, and available tool or delivery diagnostics. A generated response and successful delivery are different results.
- Check contact information and open the full contact profile or View in Manychat when available. Imported history is displayed separately; it is not proof that a message was generated or delivered by SiloBox.
- Compare timestamps using the workspace timezone. Refresh if recent activity has not appeared, then verify the original channel before resending anything.
What resetting a chat does
Reset chat starts a new conversation without previous messages or conversational context. Earlier history remains available within the visible history window, queued replies are cancelled, and the AI pause state is preserved. Selected contact facts remain available to AI. Resetting does not erase the contact or constitute a privacy deletion request.
If the list stays empty, check workspace, filters, account and whether the connected automation has received a message. For missing or failed replies, use the troubleshooting guide below.