Seeing previous chats in the live chat

Hi team,
I received a message in live chat today, asking me to provide documents to verify my identity by sending them to either an email address or via the chat.
I then also noticed that I could no longer scroll in the live chat to see my previous communications with the live chat so am wondering how it is possible to access these. I remember from previous chats that I was able to scroll and see my previous queries.

Thanks :slightly_smiling_face: