Viewing Conversations

The Chats view lets you browse all contact conversations with your AI agent. This guide explains how to navigate and use this view effectively.

Accessing Chats

1. Click Chats in the sidebar
2. The conversation list loads
3. Click any conversation to view details

Conversation List

List View

Conversations appear in a list showing:

• Contact name/identifier (or "Anonymous")
• First message preview
• Date and time
• Status indicator
• Signal tags

Sorting

Sort the list by:

• Newest - Most recent first (default)
• Oldest - Oldest first
• Duration - Longest conversations
• Messages - Most messages

Filtering

Filter to find specific conversations:

By Status:

• Active
• Ended
• Escalated
• All

By Date:

• Today
• Last 7 days
• Last 30 days
• Custom range

By Tags:

• Select one or more signal tags
• Shows only conversations with those tags

By Contact:

• Search by contact ID
• Filter by identified vs anonymous

Searching Conversations

Basic Search

Type in the search box to find conversations containing specific text:

• Searches message content
• Searches contact names/IDs
• Case-insensitive

Advanced Search

For more precise searches:

contact:john - Find contact named John
tag:billing - Find conversations tagged "billing"
escalated:true - Find escalated conversations
date:2024-01-15 - Find conversations from specific date

Reading a Conversation

Conversation View

Click a conversation to see:

• Header - Contact info, start time, status
• Messages - Full conversation transcript
• Sidebar - Metadata, tags, actions

Message Details

Each message shows:

• Sender - Contact or AI
• Content - The message text
• Timestamp - When it was sent
• Sources (AI messages) - Content that informed the response

AI Response Details

For AI responses, you can often see:

• Which documents/FAQs were retrieved
• Relevance scores for each source
• Whether escalation was offered

Conversation Timeline

See the flow of the conversation:

• When messages were sent
• Response times
• Total duration

Contact Information

If the contact was identified:

• Contact ID - Your identifier
• Name - If provided
• Email - If provided
• Previous Conversations - Link to history
• Memory - Stored preferences/context

Conversation Actions

Add Tags

Manually tag a conversation:

1. Click "Add Tag" or the tag icon
2. Select tags to apply
3. Tags are saved automatically

Add Notes

Add internal notes (not visible to contact):

1. Click "Add Note"
2. Type your note
3. Save

Notes help document context for your team.

Export Conversation

Download the transcript:

1. Click "Export" or the download icon
2. Choose format (text, PDF)
3. Download file

Share Conversation

Share with team members:

1. Click "Share"
2. Copy link or send directly
3. Recipients can view the conversation

Learn more about sharing →

Understanding Conversation Flow

Successful Conversations

Signs of a successful conversation:

• Contact question answered
• No escalation request
• Short duration relative to complexity
• Contact said thanks or indicated satisfaction

Problematic Conversations

Signs something went wrong:

• Multiple failed attempts to answer
• Escalation occurred
• Long duration without resolution
• Repeated/rephrased questions

Learning from Both

Both types are valuable:

• Successful: Understand what works
• Problematic: Identify improvements

Bulk Operations

Select multiple conversations for:

• Bulk Export - Download multiple transcripts
• Bulk Tag - Apply tags to many at once
• Bulk Delete - Remove conversations (if permitted)

Privacy Considerations

Contact Data

Conversations may contain personal information:

• Handle according to your privacy policy
• Limit access to authorized team members
• Don't share externally without purpose

Data Retention

Conversations are retained according to your plan:

• Check your retention settings
• Old conversations may be archived/deleted
• Export if you need permanent records

Best Practices

Efficient Review

To review efficiently:

1. Filter to relevant subset
2. Scan previews for issues
3. Deep dive on flagged conversations
4. Note patterns for action

Regular Schedule

Build review into your routine:

• Quick daily scan (10 min)
• Weekly deep dive on escalations (30 min)
• Monthly comprehensive review (1-2 hours)

Document Findings

When you find something notable:

1. Note the issue
2. Tag the conversation
3. Create a task to address
4. Track resolution