Human support sessions
View human support conversations and offline messages; automatically clean up expired records; the difference between intelligent Q&A and the message inbox.
What this guide covers
This guide explains how to view the text conversations of Human Support and offline messages, how to manage automatic cleanup of expired records in settings, and the differences between it and Consult Assistant (Robot), and other records in My Data.
Entry
| Entry | Path |
|---|---|
| Settings | Me → Settings → Human Support Chat |
| My Data | Me → My Data → Human Support Chat (Session count card) |
| Consult Assistant | Home or Help page Robot Floating Window → Transfer to Human (Login required; service hours as posted in-app) |
What you can view
View all conversation records opens a separate list page, which includes:
| Type | Description |
|---|---|
| Queued | Transferred to human support, awaiting agent response |
| In Progress | Agent has connected; you can continue text communication |
| Ended | Agent has ended the conversation; the dialogue is read-only, and you can view the complete record |
| Offline Messages | Messages submitted during periods when human support is not available; status includes pending, converted to conversation, and closed |
After the conversation ends, the consult assistant will also remind you that the complete record can be viewed on this page; if you wish to continue consulting, please transfer to human support again.
Difference from Smart Q&A
| Human Customer Support Conversation | Smart Q&A / Robot Records | |
|---|---|---|
| Content | Text conversations with human customer support and offline messages | Auto-replies from the consultation assistant, hits on hot topics, etc. |
| Storage Location | Human Customer Support Conversation list | Other data entries in My Data |
| Visitors | Must log in to transfer to human support | Visitors can use some automated replies |
How to Initiate a Human Session
- Open the Robot Consultation Popup (bottom right corner of the website or App).
- Enter your question; if the automatic reply does not resolve it, click Transfer to human during open hours.
- If human support is currently not available, you can submit an offline message; the customer support will either convert it to a session or close the message after processing.
- During the session, you can continue to send messages within the popup; after ending, revisit the human customer service session page.
See Contact Customer Support for details.
Automatic Cleanup of Expired Records
In Settings → Human Support Chat, you can configure the following:
| Option | Description |
|---|---|
| Automatic Cleanup of Expired Chat Records | Master switch; if turned off, historical records will not be automatically deleted |
| Retention Period | 3 days / 7 days / 30 days / Never delete |
The retention period can only be changed when automatic cleanup is enabled.
What will be automatically cleaned up
- Chat records that have surpassed the retention period and are marked as Ended.
What will not be automatically cleaned up
- Chats that are Queued or In Progress
- Records that have not yet surpassed the retention period
The automatic cleanup of inbox messages is found in Settings → Messages & Notifications, with independent policies, see Messages and Notifications Cleanup.
Frequently Asked Questions
Q: Can deleted human conversation records be restored?
A: After automatic cleanup or manual deletion, it is typically unrecoverable; please save important discussions before they end.
Q: Is it the same as data cleanup?
A: Partially related. In Data Cleanup, My Data (All) will immediately and permanently delete all human support conversations and offline messages; the Automatic Cleanup on this page only deletes ended conversations according to the retention period, and the two policies are independent.
Q: Will conversations still exist after closing my account?
A: Closing the account will clear personal account data; financial-related records will be retained anonymized in accordance with compliance. See Close Account.