Chat history shows no record

Support Help
1

Hello Support Team,

I’m experiencing an issue with the Retail AI chat reporting.

When I run a full chat test, the bot works correctly: the interaction runs from start to finish without any problems, and the dialogue flows as expected.

However, when I go to the Call History, there is no record of that interaction. I have already checked all the filters (including date range), and even with no filters applied, no chat sessions or reports appear related to the test.

So far, it seems that the chat execution is successful, but the interaction is not being logged or reflected in the Call History or reports.

Could you please help me understand why these chat interactions are not being recorded, or advise what configuration or setting I should verify?

Thank you in advance for your support.

2

Based on the available documentation, Retell AI stores session history in two separate tabs: “Call History” and “Chat History”(1). If you’re testing a chat interaction, you need to check the Chat History tab specifically, not the Call History tab(1).

The Session History dashboard provides filtering capabilities to help you analyze your sessions(1). When investigating issues with missing sessions, you should verify:

  1. You’re viewing the correct tab (Chat History for chat interactions)(1)
  2. Your filters are properly configured or cleared(1)
  3. The data storage setting for your agent is configured correctly

According to the documentation, session history and recordings are stored indefinitely, and will only be permanently deleted if you choose to delete your account(1).

A community member reported a similar issue where chat sessions weren’t appearing in chat history(2). In their case, they discovered that the data_storage_setting needed to be verified(2). You can confirm your data storage setting is set to capture chat interactions - the available options include settings like “everything” which should capture all session data(3).

If chat sessions still aren’t appearing after verifying these settings, I recommend:

3

where to set data storage ?

4

You can manage data storage settings in two places:

Agent-Level Configuration

Navigate to your agent settings and locate Security & Fallback Settings → Data Storage Settings(1). There you can select one of three options(1):

  • Everything — store transcripts, recordings, and logs(1)
  • Everything except PII — store content, excluding PII when possible(1)
  • Basic Attributes Only — store only metadata (no transcripts/recordings/logs)(1)

API Configuration

You can also set data storage when creating or updating an agent via API using the data_storage_setting parameter(2)(3):

const agentResponse = await client.agent.create({
  response_engine: { llm_id: 'llm_234sdertfsdsfsdf', type: 'retell-llm' },
  voice_id: '11labs-Adrian',
  data_storage_setting: 'everything'
});

(2)

The available values are everything, everything_except_pii, or basic_attributes_only(2)(3).

Per-Call Override

You can also override the agent’s default setting for individual calls using the data_storage_setting parameter when updating a call(4). However, you cannot downgrade from more restrictive to less restrictive settings(4).

For your chat history issue, ensure your agent’s data storage setting is set to “everything” or “everything_except_pii” to capture chat interactions(1)(2).

5

there is a confusion. I´m not talking about voice agent, but about chat agent.
Chat agent has not data storage configuration

6

Hello @neodialogs , can you share your agent id?