The visitor can see the last chat record
Many visitors feedback, why can't I see my last chat history? Please improve the software to lock the visitor IP, visitors can see the last chat record when they open the software for the second time.
Conversation history could look like in next idea:
Hi, thank you for the request, it’s is in our plan to create “never-ending” chat, so on visitor return it would open the same chat with all previous messages.
Instead of starting each chat fresh, if it's a repeat visitor, especially one who provided an email address, then why not display the past messages in the chat window, to them and to the operator? This could be integrated with the ticket system you're developing.