Multiple Conversation Threads in Voiceflow (Like Intercom)?
Hi everyone, I have a quick question about conversation history in Voiceflow.
In tools like Intercom, users can see multiple past conversations they’ve had with the chatbot — basically, a historical thread of separate conversations (instead of everything living in one continuous chat window). For example, if I’ve spoken to the bot on Monday and again on Wednesday, I can see those as two distinct threads in my inbox (see screenshot for example).
Is something like this possible in Voiceflow?
Can we structure or store conversations so that users can view previous sessions as separate threads?
Or does Voiceflow only support one continuous chat history per user session?
I’d like to replicate that “multiple conversations view” so users can easily look back on past interactions with the assistant. Curious if anyone has implemented this or if there’s a recommended approach (session management, storing transcripts externally, etc.).
Appreciate it! 🤙
1 Reply
Hey there!
Short answer → The Voiceflow web-chat widget only shows one continuous thread per session/userID. The widget doesn’t include an “inbox” UI that lets end-users pick from several past conversations the way Intercom does. What you can do instead 1. Start & end discrete sessions yourself
• Give every “new” conversation a fresh
• Or clear the widget’s persistence (
• Call the Transcripts API (PUT
• Each call stores that session’s dialog as its own record. 3. Build an inbox-style view yourself
• Use Fetch Project Transcripts to list the user’s transcripts.
• Render the list (date, title, etc.) in your app and let the user click one to read or reopen it.
• Because the widget can’t “load” an old session, you would display the stored messages in your own UI or replay them via the DM API if needed. Key docs • Chat persistence options (localStorage / sessionStorage / memory): https://docs.voiceflow.com
• Saving transcripts with the Transcripts API: https://docs.voiceflow.com/reference/api-guide-saving-transcripts So, out-of-the-box it’s a single running thread, but with a unique sessionID + Transcripts API you can stitch together an Intercom-style multi-conversation experience on top of Voiceflow. Hope that helps! 🤙
Short answer → The Voiceflow web-chat widget only shows one continuous thread per session/userID. The widget doesn’t include an “inbox” UI that lets end-users pick from several past conversations the way Intercom does. What you can do instead 1. Start & end discrete sessions yourself
• Give every “new” conversation a fresh
sessionID (e.g. user_123-2025-09-06-am).• Or clear the widget’s persistence (
assistant: { persistence: 'memory' }) so every page reload starts clean.
2. Save each session as a transcript• Call the Transcripts API (PUT
/v2/transcripts) when the chat ends.• Each call stores that session’s dialog as its own record. 3. Build an inbox-style view yourself
• Use Fetch Project Transcripts to list the user’s transcripts.
• Render the list (date, title, etc.) in your app and let the user click one to read or reopen it.
• Because the widget can’t “load” an old session, you would display the stored messages in your own UI or replay them via the DM API if needed. Key docs • Chat persistence options (localStorage / sessionStorage / memory): https://docs.voiceflow.com
• Saving transcripts with the Transcripts API: https://docs.voiceflow.com/reference/api-guide-saving-transcripts So, out-of-the-box it’s a single running thread, but with a unique sessionID + Transcripts API you can stitch together an Intercom-style multi-conversation experience on top of Voiceflow. Hope that helps! 🤙